LaToyua Long
Myrtle Beach,USA
Summary
Dedicated to providing only the very best customer service. Exceptional organizational skills. Strong computer skills. Able to interpret and follow complex instructions. Proactive employee who solves problems with correct solutions. Able to generate audit reports on guest activity accurately and efficiently. Authorized to work in the US for any employer
Professional in guest services with a strong focus on delivering exceptional experiences and resolving issues efficiently. Known for fostering team collaboration and adapting to changing needs, ensuring smooth operations and guest satisfaction. Skilled in conflict resolution, communication, and multitasking, with a knack for building rapport and maintaining high standards. Ready to drive impactful results in a dynamic service environment.
Knowledgeable Report Management with a proven track record in enhancing guest experiences and resolving issues promptly. Successfully managed teams to improve service efficiency and guest satisfaction. Demonstrated leadership and problem-solving skills to maintain high service standards.
Hospitality professional with expertise in managing guest services and ensuring optimal guest experiences. Known for fostering team collaboration and adapting to changing needs to achieve outstanding results. Skilled in conflict resolution and staff training, with a focus on maintaining high service standards and guest satisfaction.
Personable Guest Service Manager with skills in handling financial transactions and maintaining property management systems. Over 26 years of customer service experience and extensive knowledge of hotel operations and procedures. Builds supportive work environments that boost staff efficiency.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Guest Services Manager
Crown Reef Beach Resort and Waterpark
Myrtle Beach, SC
06.2025 - Current
- Facilitated training programs and provided ongoing support to guest services representatives, fostering a culture of outstanding customer service.
- Established and executed standard operating procedures for guest services department, driving efficiency and consistency.
- Collaborated with various departments to coordinate smooth check-in and check-out processes for guests.
- Oversaw the resolution of guest complaints and concerns, ensuring timely and satisfactory solutions.
- Maintained precise records of guest interactions, feedback, and preferences to facilitate personalized future experiences.
- Handled room reservations and ensured adherence to accurate billing processes.
- Coordinated with housekeeping staff to prioritize cleaning schedules in accordance with occupancy levels.
- Implemented cost-saving measures in the procurement of guest supplies without compromising quality or service standards.
- Collaborated with the sales team to devise promotional packages and offers aimed at potential guests.
- Instructed staff on the appropriate handling of confidential information pertaining to guests' personal details and payment methods, in compliance with privacy regulations, such as the General Data Protection Regulation (GDPR).
- Analyzed data derived from customer satisfaction surveys to identify areas requiring improvement within the guest services department.
- Led a team that achieved a notable increase in overall customer satisfaction scores within one year.
- Managed the guest services budget, ensuring that expenses remained within the allocated limits.
- Developed and implemented emergency response protocols to safeguard the safety and well-being of guests during critical situations.
- Implemented training programs to improve staff performance and service quality.
- Led guest service team to enhance satisfaction and resolve issues efficiently.
Guest Services Manager
OCEAN REEF RESORT
Myrtle Beach, SC
07.2017 - Current
- CPO Certification Responsibilities.
- Facilitate orientation for newly hired team members.
- Oversee the hiring and onboarding processes for new staff.
- Reconcile online travel agency experiences.
- Manage budgeting and profit & loss (P&L) responsibilities.
- Coordinate scheduling across multiple departments.
- Possess expertise in housekeeping and food & beverage operations.
- Deliver upscale guest service experiences throughout the clients' stay.
- Monitor daily bookings and ensure the preparation of assigned rooms prior to guest arrival.
- Supervise check-in and check-out procedures, including handling reservations and financial transactions.
- Address guest requests promptly and effectively.
- Actively listen to guest complaints and take appropriate action to resolve them.
- Ensure personalized services for special guests, including individuals with disabilities, the elderly, children, and VIPs.
- Coordinate and manage communications between guests and staff, ensuring concerns are resolved efficiently.
- Inform guests of hotel services, encompassing breakfast and dining options.
- Promote all hotel amenities, conveniences, and programs offered to guests.
- Lead the guest relations team to guarantee compliance with all standards and operating procedures.
- Assess team performance and generate regular reports.
- Liaise with housekeeping and other departments to ensure a comfortable overall guest experience.
- Evaluate daily responsibilities, assign tasks, and monitor progress.
- Analyze customer feedback from online reviews and recommend improvements to enhance ratings.
- Suggest local attractions, including dining, shopping, and sightseeing options.
- Manage departmental budgetary allocations.
- Schedule front office and recreation staff in alignment with budgetary guidelines.
- Train, cross-train, and retain front office personnel in accordance with company standards.
- Update group information, ensuring maintenance and preparation of group requirements, and communicate this information to relevant personnel.
- Maintain master key control procedures.
- Conduct regularly scheduled meetings, which include safety training and employee appreciation initiatives.
- Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports, and maintaining close observation of the daily house count while assessing the selling status of the property.
- Operate all functions of the Front Office computer system, including software maintenance, report generation, analysis, and necessary configuration adjustments.
- Ensure that employees consistently demonstrate attentive, friendly, helpful, and courteous behavior towards all guests, managers, and fellow employees.
- Review daily front office work and activity reports produced by the Night Audit.
- Maintain an organized and comprehensive filing system for documentation related to purchases, vouchering, schedules, forecasts, reports, and tracking.
- Managed a team of 45-52 guest services representatives, providing training and guidance to ensure exceptional customer service
- Developed and implemented standard operating procedures for the guest services department, improving efficiency and consistency
Store Manager
EAST COAST MOBILE
Myrtle Beach, SC
04.2015 - 06.2017
- At East Coast Mobile, my managerial responsibilities encompassed the following:
- Development of business strategies aimed at increasing our customer base, enhancing store traffic, and optimizing profitability.
- Achievement of sales objectives by training, motivating, mentoring, and providing constructive feedback to sales staff.
- Assurance of high levels of customer satisfaction through the delivery of exceptional service.
- Completion of store administration while ensuring adherence to established policies and procedures.
- Maintenance of outstanding store conditions and adherence to visual merchandising standards.
- Reporting on purchasing trends, customer requirements, profit margins, and related metrics.
- Proposal of innovative ideas to enhance market share.
- Conducting personnel performance evaluations to identify training needs and facilitate career development.
- Management of all issues arising from staff or customer interactions, including complaints and grievances.
- Exemplification of exemplary conduct and high performance.
- Execution of additional store management duties as required.
Front desk / Night Auditor
The Carolina Grand
Myrtle Beach, SC
03.2016 - 05.2016
- Night Auditor
- Greet, register, and assign rooms to guests
- Verify customer's credit, and establish how the customer will pay for the accommodation.
- Contact housekeeping or maintenance staff when guests report problems.
- Make and confirm reservations.
- Issue room keys and give instructions to get to rooms and other amenities.
- Keep records of room availability and guests' accounts, manually or using computers.
- Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
- Post charges for rooms to ledgers manually or by using computers.
- Compute bills, collect payments, and make change for guests.
- Record guests comments or complaints, referring customers to managers as necessary.
- Review accounts and charges with guests during the check out process.
- Transmit and receive messages, using telephones or telephone switchboards.
- Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
- Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
- Deposit guests' valuables in hotel safes or safe-deposit boxes.
- Clean and maintain lobby and common areas, such as restocking supplies and watering plants.
Security Officer/Lieutenant
Cape Fear Dupont / Corning
Leland, NC
04.2002 - 11.2004
- Provide oversight and direction for security personnel.
- Administer counseling and implement disciplinary measures for identified shortcomings in the performance of security personnel.
- Report any issues or concerns related to the performance of security equipment or personnel to higher-level supervision or management.
- Execute the responsibilities of a Central Alarm Station (CAS) or Secondary Alarm Station (SAS) operator.
- Ensure that testing of security equipment is conducted in accordance with established protocols.
- Supervise, observe, and evaluate the performance of security officers.
- Review documentation generated during the shift for accuracy and completeness, addressing and correcting any discrepancies as necessary.
Assistant Manager
Sunset Lodge
Wilmington, NC
06.1999 - 03.2002
- I coordinated the functions of various hotel departments, including Housekeeping, Front Office, Engineering, and Food & Beverage Teams. I ensured that employees executed their assigned tasks effectively and responded promptly to the needs of both staff and guests.
- I placed a strong emphasis on Problem Resolution to address guest concerns and conducted training sessions for staff in this area, resulting in the highest monthly satisfaction score in the hotel’s history during my first full month of employment.
- I was responsible for maintaining a prominent presence in the lobby to welcome, assist, and engage with guests. Additionally, I provided comprehensive information and guided tours regarding the history of the hotel.
- I supervised, scheduled, and coordinated the activities of a team of five employees. Furthermore, I managed payroll processes and assisted in accounting functions alongside hotel management.
- I administered cash flow and oversaw credit card income to ensure financial accuracy.
Night Auditor
Green Tree Inn
Wilmington, NC
05.1998 - 01.2000
- Check in guests, respond to telephone inquiries, and manage reservation processes.
- Address guest complaints, requests, and emergencies with professionalism and efficiency.
- Process invoices, post checks to vendors, and distribute employee paychecks accurately.
- Reconcile accounts to ensure financial consistency.
- Balance the cash drawer and accurately log all receipts.
- Investigate and resolve discrepancies in out-of-balance accounts.
- Maintain precise financial records and ledgers.
- Assist in the preparation of financial forecasts and audits.
Front Desk Clerk/Night Auditor
Motel 6
Wilmington, NC
01.1997 - 03.1998
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform customers about payment methods and verify their credit card data
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Welcome guests upon their arrival and assign rooms
- Provide information about our hotel, available rooms, rates and amenities
- Respond to clients’ complaints in a timely and professional manner
- Communicated with housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Upsell additional facilities and services, when appropriate
- Maintain updated records of bookings and payments
customer service operator
Bedford Fair
Wilmington, NC
04.1995 - 06.1996
- Efficiently manage a substantial volume of inbound and outbound calls in a timely manner.
- Adhere to established communication "scripts" when addressing various topics.
- Identify customers' needs, clarify information, and conduct thorough research on all issues to provide effective solutions and/or alternatives.
- Capitalize on opportunities to upsell products as they present themselves.
- Foster sustainable relationships and engage customers by demonstrating a commitment to excellent service.
- Maintain comprehensive records of all conversations within the call center database in a clear and organized manner.
- Regularly participate in educational seminars to enhance knowledge and improve overall performance.
- Achieve both personal and team qualitative and quantitative targets.
Skills
- Employment & labor law
- Time Management
- Profit & Loss statement
- Phone Etiquette
- Property management
- Facilities management
- Employee Evaluation
- Account Reconciliation
- Microsoft Excel
Certification
- Heart Of Hospitality Training
- QBQ Training
- CPO
- CPR Certification
Timeline
Guest Services Manager
Crown Reef Beach Resort and Waterpark
06.2025 - Current
Guest Services Manager
OCEAN REEF RESORT
07.2017 - Current
Front desk / Night Auditor
The Carolina Grand
03.2016 - 05.2016
Store Manager
EAST COAST MOBILE
04.2015 - 06.2017
Security Officer/Lieutenant
Cape Fear Dupont / Corning
04.2002 - 11.2004
Assistant Manager
Sunset Lodge
06.1999 - 03.2002
Night Auditor
Green Tree Inn
05.1998 - 01.2000
Front Desk Clerk/Night Auditor
Motel 6
01.1997 - 03.1998
customer service operator
Bedford Fair
04.1995 - 06.1996