Jennifer Izzo
Fort Lauderdale,FL
Summary
Management professional committed to a consistently memorable guest experience, who excels in establishing strong working relationships with guests, colleagues, vendors, and contractors.
Overview
31
31
years of professional experience
Work History
Guest Services Manger
Bradford Marine
01.2022 - Current
- Developed the Guest Services department by creating strong relationships with guests, colleagues, and vendors through consistent follow through and follow up to inquiries, requests and concerns
- Established a fun and comfortable area for guests to visit, take a break, share feedback, relax, and feel at home
- Established a monthly Captains and Crew Party
- Created a facility map and Welcome Information packet
- Developed a system to record, share, and update crew list information between myself and security gates
- Collaborate with Marina team, Service Dept and Security team, to schedule vessel fueling, waste water pump outs, and heavy equipment rental
- Oversee shipping and receiving
- Assist Sales with reservations and CRM
- Liaising with other departments within the marina,(Marina team, Facilities, sales, project management), to ensure all guests needs are met
- Daily property walk to ensure our guest amenities are clean and in working condition, communicate any safety concerns, and say hi or introduce myself to captains and crews.
- Always Smiling
Guest Services Coordinator
Lauderdale Marine Center
06.2019 - 01.2022
- Assist all departments in managing the guest experience to provide a seamless and positive visit
- Welcome guests and establish myself as a point of contact to provide information throughout their visit, and address all inquiries and concerns
- Ensure all guests receive gate entry cards at check in and return them at check out
- Assign storage pods and maintain occupancy records for final invoicing
- Schedule, dispatch, and reconcile for invoicing, daily heavy equipment rental
- Maintain and update customer information for the CRM
Guest Services Manager
National JETS, FLL International Airport
08.2015 - 06.2019
- Lead the Guest Services team of representatives and supervisors
- Maintain payment and renewal information for both office and hangar tenants
- Develop and maintain Guest Services practices that contribute to a safe, profitable, positive, and enjoyable work environment
- Recruit, interview, and oversee the hiring and training of new team members
- Manage GSR work schedules, time and attendance administration, and payroll
- Conduct annual performance reviews, quarterly 'one on ones,' as well as counseling and disciplinary actions when appropriate
- Ensure a culture that promotes safety through daily operations, shift briefs, routine audits, recurrent training, and daily observations
- Ensure a culture that promotes customer loyalty by creating an environment of increased employee engagement and consistent dependable service with a smile
- Develop and maintain strong relationships with guests, business partners, tenants, and contractors
Guest Services Supervisor
National Jets, FLL International Airport
08.2014 - 08.2015
- Supervise, motivate, and train all Customer Service team members on all duties required, including invoicing, security procedures, radio traffic, concierge services, and all software utilized by the FBO
- Greet customers and ensure their comfort while visiting the FBO
- Handle incoming calls and respond to inquiries as required
- Ensure that telephone calls are handled professionally and thoroughly and that customer requests are fulfilled seamlessly
- Ensure all daily paperwork, invoices and fuel reconciliations have been processed correctly
Customer Service Representative
Signature Flight Support, FLL International Airport
01.2014 - 08.2014
Store Manager
GNC
01.2011 - 01.2014
- Managed the all aspects of the store operation
- Opening/closing procedures, (reconcile sales, balance cash drawer, and prepare deposits)
- Motivated sales team to reach company issued KPI’s
- Provide nutritional guidance to customers
- Execute inventory protocols to track and maintain LP shrink
- Merchandise products according to seasonal product platforms
Business Manager
Island Charter Co.
01.1994 - 08.2010
- ,Responsible for overall operation of the company, (Sales, PR, Cost Control, Maintenance, Human Resources payroll, and Accounting, staff management)
Education
Associate of Science - Business Administration And Management
Massachusetts Bay Community College
Wellesley Hills, MAAccomplishments
- Created and maintained a Standard Operating Procedure manual to clarify company policies, procedures, and company direction.
- Reduced employee turnover through coaching, support and exemplifying teamwork.
- Developed a standard training syllabus to track the development of new hires.
- Created reference guides for services and fees to simplify the quote process and improve the customer experience.
Timeline
Guest Services Manger
Bradford Marine
01.2022 - Current
Guest Services Coordinator
Lauderdale Marine Center
06.2019 - 01.2022
Guest Services Manager
National JETS, FLL International Airport
08.2015 - 06.2019
Guest Services Supervisor
National Jets, FLL International Airport
08.2014 - 08.2015
Customer Service Representative
Signature Flight Support, FLL International Airport
01.2014 - 08.2014
Store Manager
GNC
01.2011 - 01.2014
Business Manager
Island Charter Co.
01.1994 - 08.2010
Associate of Science - Business Administration And Management
Massachusetts Bay Community College
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