Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Douglas Block

Bossier City,LA

Summary

Dynamic Guest Services Manager with a proven track record at Barksdale Inn, excelling in customer satisfaction and complaint resolution. Enhanced guest experiences through strategic upselling and effective team leadership, resulting in increased loyalty and revenue. Skilled in front desk management and implementing policies that foster a culture of excellence in hospitality.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Guest Services Manager

Barksdale Inn
01.2025 - Current
  • Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
  • Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
  • Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
  • Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
  • Leveraged guest feedback to identify areas for improvement and implement necessary changes in procedures or offerings.
  • Boosted revenue with strategic upselling of premium rooms, services, and amenities when appropriate.
  • Reduced guest complaints by proactively resolving potential issues and maintaining open communication channels.

Accountant Technician

Barksdale Inn
05.2020 - 01.2025
  • Strengthened cash management processes by performing daily bank reconciliations and effectively monitoring cash flow activities.
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Generated invoices upon receipt of billing information and tracked collection progress.

Training Manager

Barksdale Inn
11.2011 - 05.2020
  • Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
  • Developed and implemented comprehensive training program to increase employee productivity and morale.
  • Monitored and evaluated training performance to determine quality and cohesiveness.
  • Trained department managers to perform cross-training with other department managers so they understood each departments success to the hotel.
  • Collaborated with other departments to align training programs with organizational goals and objectives.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
  • Reduced onboarding time for new hires through the development of effective orientation modules.

Lead Guest Service Representative

Barksdale Inn
10.2006 - 11.2011
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Implemented upselling techniques at the front desk, driving additional sales of room upgrades and services.
  • Handled high-pressure situations with professionalism, ensuring seamless operations during peak periods.
  • Developed rapport with regular guests, leading to increased loyalty and repeat business.
  • Contributed to hotel''s positive online reputation with exceptional attention to detail and genuine care for guest needs.
  • Oversaw group booking logistics, working closely with event planners to accommodate special requests and preferences.
  • Collaborated with housekeeping staff to ensure rooms were ready, enhancing overall guest experience.
  • Ensured accurate billing information was collected from guests upon check-in, facilitating smooth payment processing at departure time.
  • Maintained a clean and inviting reception area, reinforcing the hotel''s commitment to excellence in hospitality standards.
  • Continuously updated knowledge of local attractions, providing informed recommendations tailored to individual interests of guests.
  • Trained new Guest Service Representatives on front desk procedures and customer service best practices.
  • Created welcoming and comfortable environment for guests.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Greeted guests upon arrival by providing warm welcome.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Maintained accurate and up-to-date records of guest information.
  • Managed check-in and check-out procedures for guests.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Assisted guests with variety of services and local attraction information.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.

Education

Clay High School
South Bend

Skills

  • Customer service

  • Multitasking proficiency

  • Customer satisfaction

  • Greeting customers

  • Implementing policies

  • Self motivation

  • Training and mentoring

  • Active listening

Certification

Certified Hospitality Trainer (CHT) thru AHLEI

Certified Hospitality Departmental Trainer (CHDT) thru AHLEI

Timeline

Guest Services Manager

Barksdale Inn
01.2025 - Current

Accountant Technician

Barksdale Inn
05.2020 - 01.2025

Training Manager

Barksdale Inn
11.2011 - 05.2020

Lead Guest Service Representative

Barksdale Inn
10.2006 - 11.2011

Clay High School

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Douglas Block