PATRICIA HUGHES
Visalia,CA
Summary
Flexible and hardworking Guest Services / Hospitality Management professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency
Exceptional skills in overseeing housekeeping and front desk staff, informing guests of hotel amenities and consulting on local excursions based on personalized conversations. Utilized talents in language, cultural norms and personality awareness to give every guest beautiful experience.
Overview
5
5
years of professional experience
Work History
Hospitality Manager
1340 Knott - Christine Alexander
04.2022 - 07.2023
- Scheduled work hours for 6 employees to achieve adequate manpower coverage.
- Increased customer service ratings significantly through personable service.
- Filed incident reports and handled inappropriate behavior to document problems and disturbances.
- Boosted vacation quality and service scores by motivating and supporting guest services and housekeeping employees.
- Surveyed guests to check for areas in need of improvement.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Enhanced response and resolution systems to meet changing demands.
- Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Maintained vacation property, ensured that homes were clean and stocked with clean linens, towels, flatware, dishes, glasses and basic condiments before each new guests arrival.
Guest Services Associate
Temple Bar Marina Hotel
11.2020 - 04.2022
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Booked appointments, accepted payments and answered guest questions.
- Interacted with customer service team to deliver consistent, exceptional service to all guests.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Provided guest relations, schedule development, data management and payment processing.
- Prepared weekly employee work schedules to meet operational needs.
- Operated as the Lead Housekeeper and resolved complaints regarding housekeeping and room service.
Lead Housekeeper /Guest Relations Representative
Ortega National Parks
01.2020 - 11.2020
- General Hotel upkeep and managing housekeeping staff
- Attentively handle guest concerns and established excellent guest relations.
- Compiled feedback to help management improve guest relations policies and prevent common conflicts.
- Advised guests about on-property and off-site amenities best suiting needs.
- Typed up professional business correspondence, reports and other documents.
- Distributed promotional items and coordinated special guest engagement events.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Assisted with luggage handling, valet services and concierge services.
Housekeeping Attendant
Bridge Bay Marina Resort
05.2018 - 02.2019
- Interacted with guests and informed them of park amenities
- Transported guests via golf cart throughout resort
- Liaised with other departments to coordinate housekeeping requirements and resolve issues and concerns.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Responded to requests from patrons for linens and toiletries.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Aided manager in developing and executing of new cleaning procedures and protocols to improve cleaning process.
- Ran special errands, including retrieving dry cleaning and making requested purchases.
- Operated wet-vacuums, buffing machines, vacuums and upholstery cleaners to clean rugs, carpets, and upholstered furniture.
Education
High School Diploma -
Saugus High School
Santa ClaritaCertification - Administrative Assistant
North Valley Occupational Center
Mission Hills, CACertification - Building And Property Maintenance
West Valley Occupational Center
Woodland Hills, CASkills
- Superior Organizational Skills
- Guest Relations Management
- Hotel Booking
- Cash Register Operations
- Front Desk Operations
- Complaint Logging and Resolution
- Clerical Support
- Operational Efficiency
Timeline
Hospitality Manager
1340 Knott - Christine Alexander
04.2022 - 07.2023
Guest Services Associate
Temple Bar Marina Hotel
11.2020 - 04.2022
Lead Housekeeper /Guest Relations Representative
Ortega National Parks
01.2020 - 11.2020
Housekeeping Attendant
Bridge Bay Marina Resort
05.2018 - 02.2019
High School Diploma -
Saugus High School
Certification - Administrative Assistant
North Valley Occupational Center
Certification - Building And Property Maintenance
West Valley Occupational Center
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