Espanola Roberts
Breaux Bridge,LA
Summary
Dynamic Guest Service Manager with a proven track record in the hospitality and healthcare industry excelling in complaint handling and strategic planning. Enhanced guest experiences through exceptional communication and problem-solving skills, leading to a significant increase in customer satisfaction. Adept at team management and fostering community relations to drive operational success.
Overview
20
20
years of professional experience
Work History
Guest Service Manager
Motel 6/Studio 6
08.2023 - Current
- Maintained and troubleshot hotel property management systems.
- Monitored staff training, scheduling and shift changes.
- Coordinated luggage collection, transportation and storage.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Attended to customer needs, responding to questions, complaints and escalations.
- Liaised between guests and hotel management, relaying information, promotions and issues.
- Implemented procedures and services to improve hotel services and amenities.
- Oversaw lobby operations and concierge services.
- Understood and implemented safety and emergency procedures.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Implemented successful strategies to increase customer satisfaction.
- Developed and implemented promotional strategies to increase occupancy.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
Guest Service Representative/ Auditor
Microtel Inn & Suites
10.2017 - 08.2023
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Assisted guests with variety of services and local attraction information.
- Created welcoming and comfortable environment for guests.
- Maintained accurate and up-to-date records of guest information.
- Managed check-in and check-out procedures for guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained high level of professionalism and discretion when dealing with guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement.
- Coordinated, managed and implemented auditing projects and prepared for evaluation.
- Followed established auditing processes to meet internal and regulatory requirements.
- Analyzed data and findings to prepare reports detailing financial information.
Office Manager
Compass Behavioral Center
08.2022 - 01.2023
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Interceded between employees during arguments and diffused tense situations.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Optimized organizational systems for payment collections, AP/AR, deposits, and record keeping .
Community Outreach Coordinator
Acadia Council on Aging
08.2021 - 03.2022
- Connected individuals with available and relevant resources.
- Surveyed local program participants to ascertain problematic areas requiring improvement.
- Documented and analyzed performance of different programs in order to make proactive decisions about services.
- Created and implemented community-based programs to improve education or fill specific needs.
- Facilitated community involvement and education of non-profit theatre events by maintaining and developing community partnerships.
- Acted as main point of contact between management, clinical staffs and external community.
- Developed presentations for public events, community groups and school assemblies.
- Developed presentations and media to promote community resources at seminars and other local events.
- Wrote content for newsletters, social media pages and informational packets.
- Advocated for social and community service programs to increase awareness and funding.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Participated in community events to promote services and engage with public.
Community Program Coordinator/Librarian
Acadia Parish Library
05.2006 - 03.2021
- Coordinated with community stakeholders for successful implementation of social and community service initiatives.
- Managed volunteer programs focused on providing community services to underserved populations.
- Created and managed budgets, efficiently allocating resources for social and community service projects.
- Partnered with local organizations to expand access to social and community services.
- Utilized grant writing skills to secure additional program funding.
- Analyzed trends and data to inform decision-making and program development.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
- Assisted library patrons with resolving computer problems.
- Located requested books on shelves and in library database and fetched items for patrons.
- Managed reserve desk collection of reference materials.
- Drove expansion of library collections and programs in response to student and faculty needs and special requests.
- Researched, planned, and set up attractive and informative library exhibits.
- Researched and acquired new library materials to maintain updated library collection.
- Maintained library databases to support accuracy and availability in circulation systems.
- Catalogued and organized books, materials and other documents for proper library management.
- Collaborated with teachers and school administrators to develop library resources for students.
- Supported digital library collections containing e-books, audiobooks and digital media.
- Promoted library services and resources through public relations initiatives and community outreach.
- Created programs and activities to promote library usage and literacy.
- Introduced and implemented advanced media systems, collections and tools into traditional library system.
Education
High School Diploma -
Notre Dame High School
Crowley, LALiberal Arts
University of Louisiana At Lafayette
Lafayette, Louisiana, LAHuman Resources Management
Southern New Hampshire University
Hooksett, NHSkills
- Strong leadership
- Complaint handling
- Team management
- Guest accommodations
- Exceptional communication
- Guest relations
- Multitasking
- Attention to detail
- Task prioritization
- Strategic planning
- Community relations
- Guest experiences
- Problem-solving
- Self motivation
- Professional demeanor
- Excellent communication
- Decision-making
Timeline
Guest Service Manager
Motel 6/Studio 6
08.2023 - Current
Office Manager
Compass Behavioral Center
08.2022 - 01.2023
Community Outreach Coordinator
Acadia Council on Aging
08.2021 - 03.2022
Guest Service Representative/ Auditor
Microtel Inn & Suites
10.2017 - 08.2023
Community Program Coordinator/Librarian
Acadia Parish Library
05.2006 - 03.2021
High School Diploma -
Notre Dame High School
Liberal Arts
University of Louisiana At Lafayette
Human Resources Management
Southern New Hampshire University