Hannah Hurd
Ewa Beach,HI
Summary
Driven to keep team members engaged, focused and dedicated to customer happiness. Well-versed in collecting and reviewing customer data, producing reports and maintaining records. Highly analytical and organized with good communication and multitasking abilities.
Overview
8
8
years of professional experience
Work History
Guest Relations Manager
Tony Group Autoplex
2022.08 - Current
- Monitored guest feedback, using to improve service and departmental operations.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Coached and developed associates to improve soft skills and recovery techniques.
- Motivated and rewarded employees to improve engagement.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Remained available 10 hours daily to respond to guest needs, complaints or inquiries
Assistant Manager of Guest Services
Tony Group Autoplex
2021.07 - 2022.08
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Lead Guest Services Representative
Tony Group Autoplex
2020.06 - 2021.07
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Followed up with customers to offer additional support and check resolution satisfaction.
Guest Service Representative
Tony Group Autoplex
2019.03 - 2020.06
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Automotive Service Advisor
Navy Exchange Car Care Center
2017.12 - 2019.03
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Answered questions and provided information about the needs and concerns of their vehicles.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
Cashier
Stinnett Enterprise
2015.06 - 2017.12
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Answered questions about store policies and addressed customer concerns.
Education
Psychology
Leeward Community College
Pearl City, HI2025
Skills
- Complex Problem-Solving
- Attentive Service
- Satisfaction Scoring Systems
- Client Support
- Customer Service Expertise
- Employee Relations
- Serve Guests
- Providing Feedback
- Quality Improvement Leadership
- New Hire Training
- Employee Motivation
- Guest Relations Management
Timeline
Guest Relations Manager
Tony Group Autoplex
2022.08 - Current
Assistant Manager of Guest Services
Tony Group Autoplex
2021.07 - 2022.08
Lead Guest Services Representative
Tony Group Autoplex
2020.06 - 2021.07
Guest Service Representative
Tony Group Autoplex
2019.03 - 2020.06
Automotive Service Advisor
Navy Exchange Car Care Center
2017.12 - 2019.03
Cashier
Stinnett Enterprise
2015.06 - 2017.12
Psychology
Leeward Community College
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