Hayden Simmons
Sneads Ferry,NC
Summary
Personable Guest Service Manager with skills in handling financial transactions and maintaining property management systems. Over 10 years of customer service experience and extensive knowledge of hotel operations and procedures. Builds supportive work environments that boost staff efficiency.
Overview
4
4
years of professional experience
Work History
Guest Service Manager
Marine Corp Community Services
2022.04 - Current
- Managed team of 3-4 front desk staff, fostering a supportive work environment and enhancing overall performance.
- Monitored staff training, scheduling and shift changes.
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
- Oversaw lobby operations and concierge services.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Conducted regular staff training sessions on customer service standards and company policies, promoting a consistent level of service across the team.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Worked closely with MCCS Coordinators to assist organizing Military Unit Events.
Guest Service Representative
Marine Corps Community Services Camp Lejeune
2021.05 - 2022.04
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Managed check-in and check-out procedures for guests.
- Answered hotel phones with professionalism and directed calls appropriately.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a high customer satisfaction rates.
- Took reservations over phone and walk-ins, recording guest information in computer system and verifying details.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk. Receiving multiply Positive verbal and ICE comments
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Collaborated with maintenance and housekeeping departments to facilitate smooth hotel operations.
Front Desk Agent
Courtyard By Marriott
2020.10 - 2021.07
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the front desk.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Played a key role in upholding hotel brand standards by consistently providing top-notch service at the front desk area.
- Managed phone lines effectively, reducing hold times and directing calls appropriately for improved communication across departments.
- Handled group bookings proficiently, streamlining event planning logistics for clients.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Maintained clean and organized front desk areas to uphold polished company image.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
Education
Associate of Arts - Liberal Arts And General Studies
Northwest Florida State College
Niceville, FL05.2017
Skills
- Guest accommodations
- Staff Training and Development
- Property Management Systems
- Staff Training
- Schedule Coordination
- Money Handling
- MS Office
- Special Event Coordination
- Food Service Operations
- Brand Management
- Supply Purchasing
Accomplishments
- Supervised team of 3-4 staff members.
Timeline
Guest Service Manager
Marine Corp Community Services
2022.04 - Current
Guest Service Representative
Marine Corps Community Services Camp Lejeune
2021.05 - 2022.04
Front Desk Agent
Courtyard By Marriott
2020.10 - 2021.07
Associate of Arts - Liberal Arts And General Studies
Northwest Florida State College
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