Dawn King
Des Moines,IA
Summary
Focused on supporting team success and achieving positive results. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
13
13
years of professional experience
Work History
Student
DMACC
Ankeny, Iowa
03.2019 - 09.2024
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Maintained updated knowledge through continuing education and advanced training.
Assistant General Manager
Residence Inn of Downtown Des Moines
Des Moines, Iowa
05.2018 - 05.2019
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Organized special events such as promotions or fundraisers to drive business growth.
- Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Handled customer complaints and inquiries, ensuring high levels of satisfaction.
- Oversaw payroll preparation and administration for staff.
- Managed team schedules, delegations, and performance evaluations to optimize productivity.
- Conducted regular staff meetings to communicate goals, updates, and receive feedback.
- Ensured compliance with health and safety regulations to maintain a safe working environment.
- Developed marketing plans to promote products or services offered by the company.
- Facilitated communication between departments to ensure seamless operations.
- Developed and implemented effective strategies to maximize sales and profits.
- Oversaw daily operations, ensuring efficiency and compliance with company standards.
- Motivated and led team members to work together to achieve targets.
- Implemented marketing strategies to increase brand awareness and revenue.
- Collaborated with other departments within the organization to coordinate projects.
- Fostered performance-oriented environment focused on promoting team collaboration, personal accountability and long-term business success.
Guest Services Manager
Hilton Garden Inn Hotel
West Des Moines, IA
02.2014 - 07.2017
- Assisted guests with special requests such as arranging transportation services or providing information about local attractions or events.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Built and maintained productive relationships with employees.
- Set and analyzed room rates based on traffic, season and demand.
- Responded to and resolved guest issues or complaints.
- Maintained accurate records of guest preferences, bookings and cancellations.
- Resolved customer complaints promptly and professionally while ensuring a high level of customer satisfaction.
- Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
- Ensured compliance with health regulations regarding safety protocols within the hotel premises.
- Monitored customer satisfaction levels through surveys, guest comments and feedback.
- Coached staff on strategies to enhance performance and improve customer relations.
- Designed guide for guests outlining hotel rules and regulations, local attractions, places to eat and other resources.
- Analyzed customer feedback to identify areas for improvement in services offered.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Initiated significant improvements to key hotel amenities, resulting in greater guest access and positive feedback.
- Negotiated contracts with vendors and suppliers to secure advantageous terms.
- Provided guidance to team members regarding best practices for handling customer inquiries or complaints.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Managed all aspects of check-in and check-out processes including verifying reservations, collecting payments and issuing keys or access cards.
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Participated in hotel promotional activities such as open houses, trade shows or other marketing campaigns.
- Recognized by management for providing exceptional customer service.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Assisted with customer requests and answered questions to improve satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Front Desk Associate
Hilton Garden Inn of Johnston
Johnston, IA
01.2012 - 02.2013
- Verified and collected client payments.
- Delivered friendly and knowledgeable support to current and prospective customers.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Assisted guests at check-in, providing information on various services within hotel.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Utilized problem-solving skills to resolve customer complaints in an efficient manner.
- Facilitated successful front desk operations for high-volume hotel.
- Greeted guests upon arrival and provided excellent customer service.
- Monitored lobby activity throughout shift to ensure safety of guests and staff members.
- Greeted incoming guests warmly, issued room keys, and shared information on policies and amenities.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
Education
Associate of Applied Science - Management
Des Moines Area Community College
Ankeny, IA08-2034
Associate of Arts - Business Administration And Management
Des Moines Area Community College
Ankeny, IA01-2022
Skills
- Financial analysis
- Marketing strategies
- Project management
- Payroll administration
- Time management
- Team building
- Social media content creation
- Problem solving
- Customer service
- Employee training
References
References available upon request.
Timeline
Student
DMACC
03.2019 - 09.2024
Assistant General Manager
Residence Inn of Downtown Des Moines
05.2018 - 05.2019
Guest Services Manager
Hilton Garden Inn Hotel
02.2014 - 07.2017
Front Desk Associate
Hilton Garden Inn of Johnston
01.2012 - 02.2013
Associate of Applied Science - Management
Des Moines Area Community College
Associate of Arts - Business Administration And Management
Des Moines Area Community College
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