Philip Johnson

Guest Services Supervisor

Holland & Knight

08.2006 - 04.2024

Trained junior team members in customer service strategies and property policies.
Set and managed policies for concierge services and guest relations.
Reviewed upcoming events and planned for expected challenges.
Maintained high employee satisfaction and performance with hands-on and collaborative style.
Supported team members by offering constructive feedback and coaching as needed.
Collaborated closely with other departments to meet guest needs and provide best possible experience.
Hired, trained and managed teams for the Guest Services Representatives successfully.
Monitored team performance to confirm customer service standards were consistently met.
Streamlined operational processes to maximize efficiency and customer satisfaction.
Maintained up-to-date knowledge of products and services offered.
Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
Evaluated and promptly resolved lodging facility operational issues.
Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
Coordinated mailroom team's workflow, delegating tasks to all employees.
Verified proper distribution of incoming mail to correct individuals and departments.
Identified mailroom equipment malfunctions and contacted technicians for assistance.
Maintained high level of confidentiality with mail items in line with regulations.
Checked for correct postage and address on mail, packages and parcels to avoid sending to wrong recipient.
Followed safety protocols while handling and sorting mail for personal safety purposes.
Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
Maintained computer and physical filing systems.
Managed office operations while scheduling appointments for department managers.
Coached new hires on company processes while managing employees to achieve maximum production.
Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Organized spaces, materials and catering support for internal and client-focused meetings.

Summary

Overview

Work History

Guest Services Supervisor

Education

High School Diploma -

Skills

Websites

Timeline

Guest Services Supervisor

High School Diploma -

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