Kjamurane vrbani
Fort Worth,TX
Summary
Dynamic Hospitality Services Manager with a proven track record at Brookhollow Golf Club, enhancing guest satisfaction through innovative training programs and efficient operations. Skilled in budgeting and staff development, I foster teamwork and communication, resulting in increased repeat business and exceptional service delivery. Committed to excellence in guest relations and operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Hospitality Services Manager
Brookhollow Golf Club
11.2009 - 08.2017
- Led operational initiatives to enhance guest satisfaction and streamline service delivery.
- Developed training programs to elevate staff performance and service standards.
- Implemented inventory management systems for efficient supply chain operations.
- Collaborated with cross-functional teams to optimize event planning and execution processes.
- Mentored junior staff, fostering a culture of excellence and teamwork within the department.
- Oversaw daily operations, ensuring compliance with health and safety regulations.
- Managed budget allocations effectively, ensuring adequate resources for staff salaries, maintenance costs, and inventory replenishment.
- Developed staff training programs that resulted in improved team performance and higher guest satisfaction ratings.
- Increased repeat business with exceptional customer service, catering to individual guests'' preferences and needs.
- Supervised a diverse team of employees, fostering a culture of teamwork, communication, and mutual support among staff members.
Front Desk Manager
Brookhollow Golf Club
11.2009 - 05.2013
- Supervised front desk operations, ensuring exceptional guest service and satisfaction.
- Trained and mentored front desk staff to enhance performance and service quality.
- Implemented streamlined check-in/check-out processes, improving efficiency and reducing wait times.
- Managed scheduling and reservations, optimizing room allocations for maximum occupancy.
- Responded to telephone, email and in-person inquiries regarding reservations, club information and guest concerns.
Front Office Manager
Joint Reserve Base
04.2000 - 11.2005
- Assisted in managing front office operations and maintaining effective communication channels.
- Learned to utilize hotel management software for reservations and guest check-ins.
- Adapted quickly to front desk procedures, ensuring smooth daily operations.
- Contributed to welcoming guests, providing information about services and amenities offered.
- Helped maintain cleanliness and organization of front office area for optimal guest interaction.
- Engaged with team members to improve workflow efficiency during peak hours.
- Fostered positive relationships with guests through attentive service and prompt assistance.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
Education
No Degree - 2 Years of Business Management
Skenderbeu
EuropeSkills
- Front office operations
- Guest satisfaction tracking
- Food safety
- Reservation systems
- Staff training and development
- Emergency preparedness
- Guest relations management
- Budgeting and finance
- Housekeeping management
- Guest communication
- Account management
Certification
- CM - Certified Manager Certification
- CHS
- Certified-Hospitality Management
- Certifies Front Desk supervisor
Languages
Albanian
Full Professional
Timeline
Hospitality Services Manager
Brookhollow Golf Club
11.2009 - 08.2017
Front Desk Manager
Brookhollow Golf Club
11.2009 - 05.2013
Front Office Manager
Joint Reserve Base
04.2000 - 11.2005
No Degree - 2 Years of Business Management
Skenderbeu