Joseph Thurner
Reno,NV
Summary
Highly dedicated Guest Services Manager with over 20+ years of customer service, quality control, and team leadership. Proven ability to lead teams, work cooperatively, and improve customer satisfaction. Strong attention to detail, excellent communication skills, demonstrates strong teamwork and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Guest Services Manager
Nugget Casino Resort
08.2024 - Current
- Managed daily operations to ensure exceptional guest experiences and satisfaction.
- Led staff training programs to enhance service quality and operational efficiency.
- Developed and implemented strategies to improve guest feedback scores consistently.
- Oversaw conflict resolution processes, ensuring timely and effective guest problem-solving.
- Supervised daily operations, ensuring efficiency in vehicle handling and customer service.
- Trained and mentored valet staff on best practices and safety protocols.
- Optimized parking processes, reducing wait times for guests during peak hours.
- Monitored staff performance, providing feedback to improve service quality consistently.
- Managed scheduling and workforce allocation to meet operational demands effectively.
- Resolved customer complaints promptly, maintaining positive relationships with clientele.
- Supervised valet team members for improved productivity and adherence to company policies.
- Maintained clean workspaces, contributing to an inviting environment for guests upon entering or exiting their vehicles.
- Handled escalated guest issues effectively, preserving customer loyalty by addressing concerns promptly while adhering to company guidelines for conflict resolution.
- Streamlined vehicle retrieval times with effective communication among staff and proper organization of keys and vehicles.
- Implemented safety measures to minimize accidents and incidents involving guests'' vehicles or personnel onsite.
- Trained new employees in valet procedures, ensuring consistent quality and efficiency across the team.
- Scheduled staff shifts, balancing workload distribution while minimizing labor costs.
- Conducted routine safety inspections to identify potential hazards or maintenance needs, reducing the risk of accidents or property damage while maintaining a safe environment for both staff and guests.
- Assisted in the recruitment process for new hires, conducting interviews alongside management as needed to build a strong team of skilled professionals.
- Conducted regular performance evaluations for continuous improvement of valet operations and staff development.
- Coordinated special events requiring valet services, working closely with event organizers to guarantee smooth operation during peak times or high-demand occasions.
- Helped guests unload and load luggage.
- Delivered guest vehicles smoothly and met diverse needs of valet customers.
- Located and retrieved vehicles quickly to minimize customer wait times.
- Issued and collected claim tickets and processed valet parking fees.
- Drove varied vehicles, including luxury and sports models, safely and legally.
- Maneuvered vehicles into designated areas to maximize parking capacity.
- Answered guest's questions about property amenities and services.
- Prioritized safe, secure environments for guests and vehicles through vigilant patrols.
- Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
- Coordinated responses to emergencies by dispatching vehicles and bringing in additional personnel.
- Oversaw preventive maintenance and scheduled repairs to maximize vehicle and equipment performance.
Assistant Guest Services Manager
Nugget Casino Resort
10.2023 - 08.2024
- Managed department of up to 30 team members
- Oversaw daily operations of guest services, ensuring exceptional customer experiences.
- Developed and implemented training programs for staff to enhance service delivery.
- Resolved guest inquiries and complaints promptly, maintaining high satisfaction levels.
- Collaborated with management to optimize workflow processes and improve efficiency.
Bell Captain
Nugget Casino Resort
06.2018 - 10.2023
- Supervised bell staff to ensure exceptional guest service and operational efficiency.
- Coordinated luggage handling and transportation for guests, enhancing arrival and departure experiences.
- Trained new team members on service standards and resort policies to maintain consistent performance.
- Developed scheduling strategies to optimize staffing levels during peak times, improving workflow management.
- Ensured proper staffing levels by scheduling shifts according to anticipated hotel occupancy rates and special events requirements.
- Implemented an efficient system for tracking luggage storage, reducing misplaced items and improving overall guest experience.
- Addressed any guest complaints or issues related to the Bell Captain role, resolving problems quickly and professionally.
- Escorted guests to assigned rooms and transported luggage.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums, and concerts.
- Stored luggage for guests, retrieving baggage and items when notified.
- Straightened up common areas, removed trash and wiped down surfaces to maintain welcoming environment.
- Opened doors and transported luggage for customers with care and efficiency.
- Trained and supervised new staff members on baggage handling procedures.
Bellman
Eldorado Casino
04.2007 - 08.2018
- Assisted guests with luggage and transportation arrangements, ensuring seamless arrival and departure experiences.
- Delivered exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Collaborated with front desk staff to coordinate check-in/check-out processes for efficiency.
- Maintained cleanliness and organization of lobby areas, enhancing overall guest experience.
Education
Core Curriculum
Truckee Meadows Community College
Reno, NVCore Curriculim
Western Nevada College
Carson City, NVHigh School Diploma -
Doulas High School
Minden, NV06-1994
Skills
- Staff training and development
- Operations management
- Staff training
- Complaint handling
- Exceptional communication
- Team management
- Money handling
- Guest relations
- Strong leadership
- Interviewing and hiring
- Training and mentoring
- Customer service
- Special event coordination
- Guest services
- Decision-making
- Shift scheduling
- Performance evaluations
- Multitasking ability
- Reliability
- Conflict resolution
Timeline
Guest Services Manager
Nugget Casino Resort
08.2024 - Current
Assistant Guest Services Manager
Nugget Casino Resort
10.2023 - 08.2024
Bell Captain
Nugget Casino Resort
06.2018 - 10.2023
Bellman
Eldorado Casino
04.2007 - 08.2018
Core Curriculum
Truckee Meadows Community College
Core Curriculim
Western Nevada College
High School Diploma -
Doulas High School