Rita M Carlson
Auburn,WA
Summary
Accomplished and energetic Guest Service Manager with a solid history of achievement in excellent customer service and people management. Motivated leader with strong organizational and prioritization abilities with strong communication and leadership.
Proactive and meticulous Resort Operations Manager with over 25 years of experience in Hotel and Airline industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
2025
2025
years of professional experience
Work History
Housekeeping & Maintenance Manager
Wyndham Destinations - WorldMark by Wyndham
06.2016 - Current
- Improved equipment reliability by implementing preventive maintenance and Housekeeping schedules.
- Managed team of technicians,housekeepers,resort Op's and laundry teams.
- Reduced downtime with strategic planning and efficient resource allocation.
- Developed maintenance,, housekeeping and Resort operation protocols for enhancing operational efficiency.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance and Housekeeping, ensuring optimal functionality of equipment and infrastructure at all times.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Developed and implemented strategies to maximize customer satisfaction.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Raised property accuracy and accountability by creating new automated tracking method.
Guest Service Management/Executive Housekeeping Manager
Hilton Garden Inn Hotel
10.2014 - 06.2016
- Greet and register guests
- Answer inquiries pertaining to hotel policies and services, and resolve occupants' complaints
- Monitor the revenue activity of the hotel or facility
- Train staff members
- Inspect guest rooms, public areas, and grounds for cleanliness and appearance
- Observe and monitor staff performance to ensure efficient operations and adherence to facility's policies and procedures
- Participate in financial activities such as the setting of room rates, the establishment of budgets, and the allocation of funds to departments
- Assign duties to workers, and schedule shifts
- Provide assistance to staff members by inspecting rooms, setting tables or doing laundry
Customer Service Supervisor
Horizon Air
07.1999 - 07.2014
- Assemble and issue required documentation, such as tickets, travel insurance policies, and itineraries
- Inform clients of essential travel information, such as travel times, transportation connections, and medical and visa requirements
- Trace lost, delayed, or misdirected baggage for customers
- Listen to and resolve customer complaints regarding services, products, or personnel
- Provide staff with assistance in performing difficult or complicated duties
- Hire, train, and evaluate personnel
- Attend company meetings to exchange product information and coordinate work activities with other departments
- Plan and prepare work schedules, and assign employees to specific duties
Operation Supervisor
Horizon Air
07.1999 - 07.2014
- Set operations policies and standards, including determining safety procedures for the handling of dangerous goods
- Conduct investigations in cooperation with government agencies to determine causes of transportation accidents and to improve safety procedures
- Collaborate with other managers or staff members to formulate and implement policies, procedures, goals, or objectives
- Promote safe work activities by conducting safety audits, attending company safety meetings, or meeting with individual staff members
- Serve as contact persons for all workers within assigned territories
- Assign work schedules, following work requirements, to ensure quality and timely delivery of service
- Resolve customer complaints regarding worker performance or services rendered
- 07.1999
- Meet with prospective tenants to show properties, explain terms of occupancy, and provide information about local areas
- Direct collection of monthly assessments, rental fees, and deposits and payment of insurance premiums, mortgage, taxes, and incurred operating expenses
- Inspect grounds, facilities, and equipment routinely to determine necessity of repairs or maintenance
- Investigate complaints, disturbances and violations and resolve problems following management rules and regulations
- Maintain records of sales, rental or usage activity, special permits issued, maintenance and operating costs, or property availability
- Review rents to ensure that they are in line with rental markets
Education
No Degree - Basic Studies
Green River Community College
Auburn, WA06-1991
Skills
Customer and Personal Service
- Administration and Management
- Judgment and Decision Making
- Time Management
- Complex Problem Solving
- Bilingual In Spanish
- Safety compliance
- Quality assurance
- Operational efficiency
- Vendor management
- Project coordination
- Budget oversight
- Equipment management
- Workforce training
- Risk management
- Cost control
- Inventory management
- Facility management
- Staff development
- Maintenance scheduling
- Cross-functional collaboration
- Budget management
- Operational leadership
LANGUAGES
Spanish
COMMUNITY SERVICE
Timeline
Housekeeping & Maintenance Manager
Wyndham Destinations - WorldMark by Wyndham
06.2016 - Current
Guest Service Management/Executive Housekeeping Manager
Hilton Garden Inn Hotel
10.2014 - 06.2016
Customer Service Supervisor
Horizon Air
07.1999 - 07.2014
Operation Supervisor
Horizon Air
07.1999 - 07.2014
- 07.1999
No Degree - Basic Studies
Green River Community College
Similar Profiles
Micheal McCurleyMicheal McCurley
Virtual Sales Representative at Wyndham Destinations - WorldMark By WyndhamVirtual Sales Representative at Wyndham Destinations - WorldMark By Wyndham
Karissa MainKarissa Main
Guest Room Attendant at Wyndham Destinations - WorldMark by WyndhamGuest Room Attendant at Wyndham Destinations - WorldMark by Wyndham
Kristopher RahendraKristopher Rahendra
Discovery Sales Consultant at Wyndham Destinations - WorldMark By WyndhamDiscovery Sales Consultant at Wyndham Destinations - WorldMark By Wyndham