Donna Brewer
Summary
Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships. Goal oriented hospitality professional with focus on meeting guest needs while increasing profits.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Guest Services Manager
Boone Tavern Hotel And Restaurant
10.2020 - Current
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
- Reviewed upcoming events and planned for expected challenges.
- Organized and distributed payroll for [Number] staff members.
- Managed 35 staff to deliver timely and courteous guest service in front desk, housekeeping and maintenance operations.
- Handled front desk and guest services budget and outlined adherence plans for specific positions.
AGM
Tru By Hilton
10.2018 - 10.2020
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Controlled costs to keep business operating within budget and increase profits.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed senior-level personnel working in marketing and sales capacities.
Education
Bachelor of Science - Business Administration And Management
Union College
Barbourville, KY05.1985
Skills
- Efficient Service
- Event Planning and Assistance
- Budget Implementation
- Supply Coordination
- Business Forecasting
- Guest Experience Management
Certification
Hilton Director of Sales Certificate
Profit Sword
Hotel Effectiveness
Revinate
Timeline
Guest Services Manager
Boone Tavern Hotel And Restaurant
10.2020 - Current
AGM
Tru By Hilton
10.2018 - 10.2020
Bachelor of Science - Business Administration And Management
Union College
Hilton Director of Sales Certificate
Profit Sword
Hotel Effectiveness
Revinate
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