Robert Scott Franza
Sarasota,FL
Summary
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Guest Relations Manager
Casa Del Mar Beach Resort
Longboat Key, FL
06.2013 - Current
- Monitored daily operations of the Guest Relations team, ensuring customer satisfaction goals were met.
- Provided training and guidance to new staff members in customer service standards and best practices.
- Resolved escalated customer complaints professionally and efficiently.
- Coordinated with other departments to ensure seamless customer experience across all touchpoints.
- Assisted guests with inquiries regarding hotel amenities, local attractions, transportation options.
- Maintained accurate records of all guest interactions and transactions for future reference.
- Collaborated with marketing team on promotional campaigns targeting existing customers.
- Advised management on any changes needed in order to enhance the guest experience.
Education
Associate of Arts - Liberal Arts And General Studies
Manchester Community College
Manchester, CT06.1980
Skills
- Superior Organizational Skills
- Event Support
- Complaint Logging and Resolution
- Knowledge of Local Attractions
- Guest Services
Certification
Dale Carnegie Training
Mastering the Secrets to success
Outstanding customer service
Previous Employment
Ralph Lauren 2008 -2013
Lab Corp 2000 - 2008
Virgin Atlantic 1985 - 2000
Timeline
Guest Relations Manager
Casa Del Mar Beach Resort
06.2013 - Current
Associate of Arts - Liberal Arts And General Studies
Manchester Community College
Dale Carnegie Training
Mastering the Secrets to success
Outstanding customer service
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