Natasha Brown
Columbus,OH
Summary
Dynamic Guest Services Supervisor at Drury Plaza Hotel with a proven track record in enhancing guest satisfaction through effective conflict management and exceptional communication. Successfully streamlined operations, boosting efficiency and team performance. Skilled in training and mentoring staff, while implementing innovative guest engagement strategies to elevate the overall experience.
Professional with strong foundation in hospitality management, specializing in guest services. Adept at leading teams, ensuring exceptional customer satisfaction, and adapting to evolving needs. Skilled in conflict resolution, staff training, and operational efficiency. Known for reliability, effective communication, and results-driven approach.
Professional in guest services, prepared to lead and elevate customer experiences. Background in managing guest services with focus on improving service quality and operational efficiency. Known for fostering teamwork and delivering consistent results, adaptable to changing needs. Proficient in conflict resolution and staff training.
Experienced with managing guest services operations and ensuring high levels of customer satisfaction. Utilizes effective problem-solving strategies and team leadership to streamline operations. Track record of fostering positive guest experiences and maintaining service standards.
Self-confident Guest Services Supervisor with 3 years of experience. Offering comprehensive understanding of modern computer systems, creative, constructive management and exemplifying excellent customer service. Successful in delivering one-of-a-kind services to a hotel or hospitality industry.
Self-confident Guest Services Supervisor with 2 years of experience. Offering comprehensive understanding of modern computer systems, creative, constructive management and exemplifying excellent customer service. Successful in delivering one-of-a-kind services to a hotel or hospitality industry.
Enterprising Guest Services Supervisor with extensive knowledge of financial success and increasing profit through fantastic customer service, salesmanship and efficient workplace systems. Offering understanding of modern technology and phones and excellent eye for detail.
Astute hospitality professional well-versed in guest relations, concierge services and conflict resolution. Offering [Number]+ years of experience in industry and passion for service excellence. Background in business lodging and long-term stay properties.
Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships.
Overview
6
6
years of professional experience
Work History
Guest Services Supervisor
Drury Plaza Hotel
Columbus, OH
05.2022 - Current
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
- Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Assisted guests with arranging transportation services or booking local attractions during their stay at the hotel.
- Initiated the use of guest feedback surveys to identify areas for improvement and implement changes accordingly.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Collaborated with housekeeping staff to ensure timely room turnovers and high cleanliness standards.
- Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
- Implemented a proactive approach to problem-solving for swift resolution of guest issues and complaints.
- Conducted regular team meetings to discuss guest feedback, identify areas for improvement, and implement corrective actions.
- Coordinated with maintenance teams for prompt repairs in guest rooms and common areas, maintaining a well-kept environment.
- Processed guest payments and provided accurate change.
- Monitored team performance to confirm customer service standards were consistently met.
- Maintained up-to-date knowledge of products and services offered.
- Ensured compliance with all safety regulations by conducting regular audits of emergency procedures and equipment maintenance schedules.
- Increased team efficiency through development and implementation of streamlined guest service process.
- Boosted guest loyalty with tailored promotions and rewards programs.
- Enhanced team morale and performance with regular recognition programs.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Assisted with development and distribution of marketing materials for facility.
- Implemented successful strategies to increase customer satisfaction.
Customer Service Representative
Sedgwick Claims Management
New Albany, OH
02.2019 - 05.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Diploma - Medical Assistance
Technology Education
Columbus, OHSkills
- Customer service standards
- Greeting customers
- Conflict management
- Customer relationship management
- Guest relations
- Customer service
- Processing payments
- Team management
- Policy enforcement
- Check-in procedures
- Increasing occupancy
- Exceptional communication
- Guest accommodations
- Generating reports
- Adjusting schedules
- Team Training
- Improving processes
- Implementing policies
- Front office support
- RFID keycard administration
- Quality controls
- Making reservations
- Accounts payable and receivable auditing
- Resolving disputes
- Associate training
- Payment collecting
- Check-out procedures
- Guest engagement strategies
- Booking systems
- Optimizing team performance
- Strong leadership
- Teamwork and leadership
- Guest experiences
- Front desk management
- Computer skills
- Guest services
- Relationship building
- Staff training
- Decision-making
- Training and mentoring
- Flexible schedule
- Guest registration
- Front desk operations
- Hotel operations
Timeline
Guest Services Supervisor
Drury Plaza Hotel
05.2022 - Current
Customer Service Representative
Sedgwick Claims Management
02.2019 - 05.2022
Diploma - Medical Assistance
Technology Education