Rebecca Iannone
Wakefield
Summary
Dynamic Service Manager with a proven track record at 99 Restaurant & Pub, excelling in team leadership and problem-solving. Enhanced guest satisfaction through effective complaint resolution and staff training, fostering a positive environment. Proficient in Toast POS, I consistently improved service quality, driving repeat business and operational efficiency.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Service Manager
99 Restaurant & Pub
07.2010 - Current
- Resolved Guest complaints in professional and timely manner.
- Met with leadership to discuss service needs and offer available solutions.
- Analyzed service reports to identify areas of improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Developed and maintained positive relationships with our Guests to build rapport and trust.
- Resolved escalated Guest complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Hired, trained and supervised team of service staff members to meet business goals.
Guest Service Manager
Providence Marriott Hotel
05.2003 - 09.2008
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
- Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
- Oversaw lobby operations and concierge services.
- Monitored staff training, scheduling and shift changes.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
- Coordinated special events and group bookings, ensuring all details were accurately executed for successful outcomes.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Maintained accurate records of guest information and preferences, using this data to provide personalized experiences during future stays.
Education
No Degree - General Studies
Community College of Rhode Island
Warwick, RISkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Employee training and development
- Reliable and responsible
- Shift scheduling
- Proficient in Toast POS
Certification
ServSafe Manager
ServSafe Alcohol
Timeline
Service Manager
99 Restaurant & Pub
07.2010 - Current
Guest Service Manager
Providence Marriott Hotel
05.2003 - 09.2008
No Degree - General Studies
Community College of Rhode Island
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