Jessica Mull
Rome,GA
Summary
Flexible and hardworking Guest Services professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency.
Overview
1
1
year of professional experience
Work History
Director of Guest Services
Hampton Inn & Suites By Hilton
05.2022 - Current
- Monitored guest feedback, using to improve service and departmental operations.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Developed and implemented strategies to uphold safety and security of guests.
- Coached and developed associates to improve soft skills and recovery techniques.
- Surveyed guests to check for areas in need of improvement.
- Remained available 24 hours daily to respond to guest needs, complaints or inquiries.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
Education
Master of Science - Kinesiology
University of Las Vegas, NV
Las Vegas, NV05.2004
Bachelor of Science - Kinesiology
Georgia Southern University
Statesboro, GA05.2002
High School Diploma -
Rome High School
Rome, GA05.1998
Skills
- Travel Arrangements
- Job Assignments
- Scheduling Proficiency
- Special Event Support
- Employee Relations
- Customer Satisfaction
- Store Merchandising
- Payment Method
- Customer Inquiries
- Complex Problem-Solving
- Culturally Sensitive Service Provider
- Complaint Logging and Resolution
- Hotel Booking
- Attentive Service
- VIP Services
- Office Cleaning
Timeline
Director of Guest Services
Hampton Inn & Suites By Hilton
05.2022 - Current
Master of Science - Kinesiology
University of Las Vegas, NV
Bachelor of Science - Kinesiology
Georgia Southern University
High School Diploma -
Rome High School
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