Heather Tustin
Hamilton
Summary
Dynamic Outlets Manager at Sheraton Koury Corporation with a proven track record in enhancing customer service and team performance. Expert in conflict resolution and employee training, I successfully cultivated strategic client relationships and improved operational efficiency, driving a positive workplace culture and elevating guest satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Outlets Manager
Sheraton Koury Corporation
Greensbore
10.2017 - Current
- Managed daily operations to ensure smooth functioning of the outlet.
- Coordinated inventory management and restocking of merchandise.
- Maintained cleanliness and organization throughout the outlet environment.
- Collaborated with team members to enhance customer service experience.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
- Designed plans to improve quality, process efficiency and cost control.
- Created positive culture to drive employee engagement and satisfaction.
- Set expectations for customer service standards and monitored compliance with policies and procedures.
- Recruited, hired and trained new employees in accordance with company policies and procedures.
- Provided feedback to employees on their job performance in order to enhance their skills and knowledge.
- Oversaw daily operations of outlet, including inventory management, staff scheduling, and customer service.
- Maintained a clean working environment for both customers and staff members.
- Conducted regular meetings with staff to discuss updates on products, services offerings or changes in company policy, procedures.
- Resolved guest questions, concerns and problems and referred complex issues to management team.
- Planned and executed operations against forecasted daily business volume.
- Prepared staff work schedules and assigned team members to specific duties.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained strategic relationships with clients.
Education
Associate of Arts - Travel And Tourism
Davenport University
Kalamazoo05-1986
Skills
- Customer service
- Customer relationship management
- Team building
- Employee training
- Effective communication
- Conflict resolution
- Performance evaluation
- Self motivation
- Multitasker
Affiliations
- I enjoy walking, traveling and staying busy. I love to cook and bake.
Certification
- Serve Safe
- Tips
Accomplishments
- Have received many awards due to guest compliments
References
References available upon request.
Timeline
Outlets Manager
Sheraton Koury Corporation
10.2017 - Current
Associate of Arts - Travel And Tourism
Davenport University