McKenzie Marion
Maryville,TN
Summary
At Blackberry Farm, I spearheaded the guest service team, enhancing guest satisfaction through innovative engagement strategies and leadership. Expert in marketing and customer service, I significantly improved service efficiency and team cohesion. My approach, blending strong leadership with flexible scheduling, ensured a seamless guest experience, reflecting my ability to meet and exceed employer expectations. Service-oriented Guest Service Team Leader known for high productivity and efficient task completion. Excel in conflict resolution, team leadership, and customer relationship management. Possess strong communication, adaptability, and problem-solving skills which ensure exceeding guest expectations while fostering positive team dynamics. Customer-focused professional with experience in hotel, motel, and resort desk operations. Skilled in guest services, reservation management, and issue resolution to ensure positive guest experiences. Demonstrated ability to improve operational efficiency and enhance overall customer satisfaction through proactive problem-solving and effective communication. Successfully maintained high levels of guest service quality during peak periods.
Overview
4
4
years of professional experience
Work History
Guest Service Team Leader
Blackberry Farm
Walland , TN
04.2021 - 11.2024
- Greeted guests upon arrival, provided information about services and amenities, and responded to inquiries.
- Coordinated daily activities of guest service team members to ensure efficient operations.
- Maintained up-to-date knowledge of hotel services, special events, promotions and pricing structures.
- Resolved customer complaints in a professional manner while maintaining the highest level of service.
- Assigned tasks to team members based on their skillset, availability and workload requirements.
- Analyzed data from guest surveys to identify areas of improvement in the guest service process.
- Trained new hires on company policies, procedures, systems and software applications used in their roles.
- Organized teambuilding activities for staff members that encouraged collaboration and communication among colleagues.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Greeted walk-in and phone guests, determining interests and needs.
- Assisted guests at check-in, providing information on various services within hotel.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Issued room keys and escort instructions to bellhops.
Education
Associate of Applied Science - Business Management
Pellissippi State Community College
Knoxville, TN12-2025
High School Diploma -
Maryville High School
Maryville, TN05-2023
Skills
- Marketing
- Customer service
- Guest engagement
- Team management
- Strong leadership
- Emergency response
- Issue resolution
- Flexible schedule
Affiliations
- I love to cook
- Hang out with my friends or my boyfriend
- Shopping
Accomplishments
- I got employee of the month
Timeline
Guest Service Team Leader
Blackberry Farm
04.2021 - 11.2024
Associate of Applied Science - Business Management
Pellissippi State Community College
High School Diploma -
Maryville High School
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