Summary
Overview
Work History
Education
Skills
Timeline
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RyLee Campbell-Olaughlin

Pullman,Washington

Summary

Personable Guest Service Manager with skills in handling financial transactions and maintaining property management systems. Over 15 years of customer service experience and extensive knowledge of hotel operations and procedures. Builds supportive work environments that boost staff efficiency.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

16
16
years of professional experience

Work History

Guest Service Manager

Residence Inn By Marriot
05.2023 - Current
  • Attended to customer needs, responding to questions, complaints and escalations.
  • Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
  • Understood and implemented safety and emergency procedures.
  • Monitored staff training, scheduling and shift changes.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Developed and implemented promotional strategies to increase occupancy.
  • Supervised team of up to 7 front desk agents and helped to resolve issues arising during shifts

Guest Service Agent

Residence Inn
11.2022 - 05.2023
  • Collected room deposits, fees, and payments.
  • Assisted guests with check-ins, account inquiries and any additional services needed.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Processed guest check-ins and check-outs following procedures for fast turnover.
  • Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations with 131 rooms.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.

Back of House

Residence Inn By Marriot
01.2018 - 10.2022
  • Trained new employees on departmental procedures and provided assistance in finding cleaning supplies.
  • Liaised with other departments to coordinate housekeeping requirements and resolve issues and concerns.
  • Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
  • Sorted, laundered and put away various laundry items.
  • Completed special housekeeping actions such as turning mattresses on set schedule.
  • Washed and put away kitchen dishes, utensils and glassware.
  • Conducted regular room inspections to verify compliance with housekeeping standards. Inspecting over 40 rooms a day.
  • Communicated repair needs to maintenance staff.
  • Managed laundry sorting, washing, drying, and ironing.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
  • Trained and mentored all new personnel to maximize quality of service and performance.

Closing Shift Manager

Taco Bell
01.2016 - 01.2018
  • Utilized strategic planning skills to develop and execute emergency procedures.
  • Reconciled register sales and receipts and determined if register tape matched total sales in system.
  • Secured safety of business and employees at closing time by locking doors, reducing lighting and checking surrounding areas for suspicious activity.
  • Prepared registers for closing shift and assigned up to 5 team member positions while maintaining high level of guest service.
  • Encouraged atmosphere of teamwork by supporting staff and fostering cooperation and trust through fairness and consistency.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Guest Service Agent

Wyndham
01.2014 - 01.2016
  • Collected room deposits, fees, and payments.
  • Greeted guests upon arrival and offered assistance.
  • Assisted guests with check-ins, account inquiries and any additional services needed.
  • Maintained consistent positive customer feedback.
  • Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
  • Resolved guest complaints and discrepancies in prompt and courteous manner.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction by 5%.

Guest Service Agent

Motel 6 - Accor
01.2008 - 01.2010
  • Collected room deposits, fees, and payments
  • Responded to incoming guests, telephone calls and email inquiries with 100% efficiency and professionalism
  • Welcomed guests on arrival, displaying professional and friendly approach

Education

Green Valley High School
Henderson, NV

Skills

  • Oracle’s Opera, FOLS and Fosse programs
  • Schedule Coordination
  • Records Management Systems
  • Accounts Payable and Accounts Receivable
  • Employee Retention
  • Operations Management
  • Brand Standards Audits
  • Money Handling
  • Team Meetings
  • Employee Performance Evaluations
  • Compliance Requirements
  • Customer Loyalty
  • Policies and Procedures
  • Food Service Operations

Timeline

Guest Service Manager

Residence Inn By Marriot
05.2023 - Current

Guest Service Agent

Residence Inn
11.2022 - 05.2023

Back of House

Residence Inn By Marriot
01.2018 - 10.2022

Closing Shift Manager

Taco Bell
01.2016 - 01.2018

Guest Service Agent

Wyndham
01.2014 - 01.2016

Guest Service Agent

Motel 6 - Accor
01.2008 - 01.2010

Green Valley High School

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RyLee Campbell-Olaughlin