Na'Jah Yarborough
Fort Worth,Texas
Summary
Goal-driven Service Manager offering over 8 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
9
9
years of professional experience
Work History
Royal Service Manager
Fairmont Hotel & Resorts
Dallas, Texas
02.2021 - Current
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Answered and transferred incoming calls to appropriate departments, personnel or outside lines.
- Provided customer service support by responding to inquiries, complaints and requests for information.
- Assisted customers with account updates, balance inquiries and other related issues.
- Monitored service performance metrics to identify areas of improvement.
PBX Manager
Embassy Suites
Irving, Texas
05.2018 - 02.2021
- Greeted guests and answered inquiries regarding hotel services, facilities, and hours of operation.
- Operated telephone switchboard station to answer incoming calls and direct them to appropriate staff member or department.
- Responded promptly to customer inquiries in a professional manner over the phone or in person.
- Maintained accurate records of guest room bookings using computerized reservation system.
Assistant Front Office Manager
Doubletree By Hilton
Irving, TEXAS
05.2015 - 05.2018
- Monitored front desk staff performance, ensuring adherence to company standards.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
- Investigated customer complaints and took corrective action when necessary.
- Ensured that all staff members were properly trained on hotel policies and procedures.
Education
Trinity High School
Euless, TX05-2015
Skills
- Service Quality Management
- Performance Evaluations
- Goal Setting
- Conflict Resolution
- Multiple Priorities Management
- Schedule Management
Timeline
Royal Service Manager
Fairmont Hotel & Resorts
02.2021 - Current
PBX Manager
Embassy Suites
05.2018 - 02.2021
Assistant Front Office Manager
Doubletree By Hilton
05.2015 - 05.2018
Trinity High School