PHILIP BIGGERSTAFF

• Collaborated with Wyndham franchise owners and directors of franchise operations to raise guest satisfaction scores and increase program enrollment
• I worked with franchise owners to ensure they aligned with Wyndham Green brand standards.
• Helping franchise owners and team members with the introduction of Cannery pre-arrival messaging systems.

• Developed and implemented business solutions to improve operational efficiencies.
• Implemented strategies to boost satisfaction among users of present offerings.
• Maintained current knowledge of industry trends, regulations, and standards related to business solutions.

Analyzed customer requirements to identify best-suited solutions for each situation.

The Business Solutions division was sold to Ecolab, resulting in the change of the parent company.

• Supported local sports teams, museums, restaurants and other tourist-oriented spots by informing hotel guests of daily events.
• Facilitated research of local venues, restaurants and visitor spots per guest requests.
• Managed transportation arrangements to and from airport, train station and local events for visitors.

• Responsible for key aces of contractors and scheduled maintenance service
• Maintaining package delivery and shipment logs
• Booking resident travel packages, including airline tickets, hotel reservations, ground transportation, luggage shipments, and dinner reservations.
• Arranged special accommodations for guests to enhance visitor experiences.
• Handled mail and package deliveries, keeping items secure.
• Entered work orders for housekeeping, pest control, and maintenance issues.
• Maintained guest privacy and building reputation by keeping information confidential.
• Briefed hotel staff and guests on security policies and procedures to promote safety and visitor confidence.

• Exercise the utmost level of discretion for all guests
• Championed and implements the pet program across the property and coordinated service package options between pet sitters, walkers and groomers
• Coordinate special security assignments and scheduling of transportation itineraries with on-site security personnel on a regular basis for VIP guests
• Provide special event coordination to include dinner reservation and custom menus for groups up to 30
• Create custom itineraries for guests offering a genuine local experience.

• Responsible for all repeat client reservation and VIP accommodations and special requests
• Provide managerial support to all facets of operations to include front desk, housekeeping, and bell and door staff
• Develop programs with outside vendors to enhance guest experience
• Interface with guests to address any customer service expectation shortfalls
• Coordinated special events on site for group sizes of 2 to 300.

• Responsible for scheduling and booking all reservations and appointments for IndeBleu and Salon
• Bleu
• Maintained and updated all guest profiles and services
• Responsible for compiling weekly customer service report and handing opportunity resolution issues.

• Maintained and serviced all groups, banquets and meeting space from arrival to departure
• Assisted the sales department in maintaining existing business.