Hope Norwood
Summerville,SC
Summary
Expeienced in Adult and Youth Supervision with a proven track record of providing direct services and support in medical and educational settings while ensuring exceptional service delivery to clients.
To partner with a dynamic company to utilize vast work experience and education in a human service field to have a direct positive impact on children and families. Knowledgeable Guest Services Manager with a 7-year record of success driving revenue gains through exceptional hospitality management for high-volume hotel operations. Proven skills in developing peak-performing teams that consistently exceed customer satisfaction scores. I am interested in an opportunity to reverse underperforming business trends.
Overview
28
28
years of professional experience
Work History
Guest Services Manager/AGM
Home2 Suites By Hilton Summerville SC
10.2017 - 03.2023
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Collaborated with housekeeping staff to ensure timely room turnovers and high cleanliness standards.
- Developed rapport with guests, anticipating needs and providing tailored recommendations for local attractions.
- Managed inventory control and resource allocation for optimal operational efficiency in the Guest Services department.
- Established partnerships with local businesses to provide exclusive benefits for hotel guests, increasing overall value perception.
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Conducted regular performance evaluations of staff members to foster growth, development, and accountability in the workplace.
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
Education Technician
US Air Force Base
10.2009 - 04.2016
Mental Health Tech
Palmetto Lowcountry Behavioral Health
02.2007 - 10.2009
Teacher Assistant/Special Education
Vista M-Are Elementary/Middle Schools
02.2005 - 10.2006
Child Care Worker/Special Education
Waterford County School District
07.2002 - 11.2004
Para Medical Assistant
Helping Hands
03.1998 - 12.2002
Nurse's Assistant
Attention Plus Nursing, Inc.
03.1995 - 10.2002
Education
Certified Child Restraint Care Provider -
Cornell University
Ithaca, NYCourse work in Nursing -
Three Rivers Community College
Norwich, CTRegistered Medical Assistant -
American Red Cross
Hartford, CTCourse work in Human Health -
Leeward Community College
Pearl City, HICertified Medical Assistant -
American Red Cross/Makalapa Medical Clinic
Pearl City, HIDiploma, Occupational Therapy Aide -
Thomson Education Direct
Scranton, PASkills
- Customer Relationship Management
- Multitasking proficiency
- Brand representation
- Exceptional communication
- Budget Administration
- Front Desk Management
- Team Management
- Staff Training and Development
- Schedule setting
- Guest Relations
- Performance Improvement
References
- Ms. Catrina Cunningham, 860-237-2105
- Mr. Edward Bryant, 843-327-9660
- Ms. Marilyn Grant, 843-209-6303
- Mr. Marion Hodges, 843-801-3549
- Ms. Sheila McGhett, 843-475-5114
- Julio Rossingeton, Esquire, 843-261-1114
- Mr. Eric Taka, 808-529-6344
Timeline
Guest Services Manager/AGM
Home2 Suites By Hilton Summerville SC
10.2017 - 03.2023
Education Technician
US Air Force Base
10.2009 - 04.2016
Mental Health Tech
Palmetto Lowcountry Behavioral Health
02.2007 - 10.2009
Teacher Assistant/Special Education
Vista M-Are Elementary/Middle Schools
02.2005 - 10.2006
Child Care Worker/Special Education
Waterford County School District
07.2002 - 11.2004
Para Medical Assistant
Helping Hands
03.1998 - 12.2002
Nurse's Assistant
Attention Plus Nursing, Inc.
03.1995 - 10.2002
Certified Child Restraint Care Provider -
Cornell University
Course work in Nursing -
Three Rivers Community College
Registered Medical Assistant -
American Red Cross
Course work in Human Health -
Leeward Community College
Certified Medical Assistant -
American Red Cross/Makalapa Medical Clinic
Diploma, Occupational Therapy Aide -
Thomson Education Direct
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