Summary
Overview
Work History
Education
Skills
Certification
Languages
Indeed Assment Scoring
References
Timeline
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Kenneth McCune

Kenneth McCune

Pittsburgh,PA

Summary

Energetic hospitality professional with strong communication and conflict-resolution skills. Promotes high-quality service delivery through consistent guest engagement and attention to detail.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Restaurant Manager

Raising Cane's
Bridgeville, PA, PA
10.2023 - Current
  • Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
  • Resolved customer complaints in a professional manner to maintain positive relationships with guests.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Supervised and trained staff in customer service, food handling, and safety protocols.
  • Prepared employee schedules to maintain appropriate staffing levels during peak periods.

Guest Service Manager

Homewood Suites by Hilton Colorado Springs Airport
Las Vegas, NV
11.2022 - 10.2023
  • Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
  • Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
  • Resolved conflicts between customers and staff in a timely manner.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.

Guest Service Representative

Hampton Inn and Suites by Hilton
Reno, NV
08.2020 - 11.2022
  • Welcomed large volume of guests and improved overall customer service.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Maintained cleanliness of lobby area and front desk counter.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.

Guest Service Representative

Hampton Inn & Suites By Hilton
Las Vegas, NV
05.2022 - 09.2022
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Performed daily cashiering duties including balancing accounts at end of shift.
  • Greeted walk-in and phone guests, determining interests and needs.
  • Greeted guests and provided information regarding hotel services, amenities, and local attractions.

Guest Service Representative

Hampton Inn By Hilton
Farmington, NM
02.2019 - 03.2020
  • Took reservations from patrons by phone or online.
  • Offered guests beverages and refreshments upon check-in.
  • Spoke with patrons to make conversation, answer questions or to respond to complaints.
  • Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.

Education

Certificate in Advanced Hospitality Management And Leadership - Business Management

University of Phoenix
Tempe, AZ

Skills

  • Customer Engagement
  • ServSafe Manager
  • Staff Management
  • Schedule Coordination
  • Restaurant Operations Management
  • Complaint Resolution
  • Shift Management
  • Brand Standards Promotion
  • Supervisory Skills
  • Customer Service Best Practices
  • Team Management
  • Staff Scheduling
  • Reservation Management
  • Sales and Upselling
  • Business Forecasting
  • Operations Management
  • Property Management Systems (OnQ)
  • Guest Relations
  • Guest Services
  • Front Desk Operations

Certification

  • ServSafe Manager

Languages

Spanish
Professional

Indeed Assment Scoring

Customer service - Highly Proficient - 7/2021
Identifying & resolving common customer issues - Highly Proficient -7/2021
Verbal communication - Proficient - 7/2021
Speaking clearly, correctly, and concisely - Proficient - 7/2021
Front desk agent (hotel) - Highly Proficient - 7/2021
Selecting hotel rooms based on verbal requests
and identifying errors in hotel data - Highly Proficient - 7/2021
Basic computer skills - Expert - 7/2021
Performing basic computer operations and
troubleshooting common problems - Expert - 2/2022

References

References available upon request.

Timeline

Restaurant Manager

Raising Cane's
10.2023 - Current

Guest Service Manager

Homewood Suites by Hilton Colorado Springs Airport
11.2022 - 10.2023

Guest Service Representative

Hampton Inn & Suites By Hilton
05.2022 - 09.2022

Guest Service Representative

Hampton Inn and Suites by Hilton
08.2020 - 11.2022

Guest Service Representative

Hampton Inn By Hilton
02.2019 - 03.2020

Certificate in Advanced Hospitality Management And Leadership - Business Management

University of Phoenix

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Kenneth McCune