Hannah Sullivan
Pawtucket
Summary
Proven Service & Engagement Manager with a track record of enhancing customer satisfaction and streamlining engagement processes at Target. Leveraged critical thinking and event coordination to drive continuous improvement, achieving notable performance metrics. Skilled in fostering professional growth among team members and excelling in customer relations.
Overview
8
8
years of professional experience
Work History
Service & Engagement Manager
Target
01.2022 - Current
- Collaborated with sales, delivery and service teams to manage seamless client experiences.
- Consulted with teams on established best practices and process improvements.
- Implemented data-driven strategies for continuous improvement of engagement services, leading to improved performance metrics.
- Managed client expectations and mitigated potential conflicts, ensuring a high level of customer satisfaction throughout the engagement process.
Front Desk Manager
Newport Bay Club & Hotel
02.2019 - 11.2021
- Worked closely with employees to create a special and unique experience for guests
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Kept accounts in balance and ran daily reports to verify totals.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
Front Desk Agent
Wyndham Hotel
05.2017 - 01.2019
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Education
Bachelor of Science - Entertainment And Event Managment
Johnson & Wales University
Providence, RI05-2018
Skills
- Event coordination
- Critical thinking
- Customer relations
- Business analysis
Timeline
Service & Engagement Manager
Target
01.2022 - Current
Front Desk Manager
Newport Bay Club & Hotel
02.2019 - 11.2021
Front Desk Agent
Wyndham Hotel
05.2017 - 01.2019
Bachelor of Science - Entertainment And Event Managment
Johnson & Wales University
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