Samantha Brown
Sevierville,TN
Summary
Dynamic Assistant Guest Services Manager with a proven track record at Wilderness At The Smokies, enhancing guest satisfaction and staff retention. Expert in budget management and guest complaint resolution, demonstrating exceptional communication and leadership skills. Increased operational efficiency by implementing process improvements, significantly contributing to business growth.
Overview
7
7
years of professional experience
Work History
Assistant Guest Services Manager
Wilderness At The Smokies
10.2020 - Current
- Enhanced guest satisfaction by promptly addressing and resolving their concerns and inquiries.
- Managed reservations system, ensuring accurate bookings and seamless guest check-in process.
- Increased staff retention by implementing recognition programs and cultivating a supportive work atmosphere.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Greeted guests upon arrival and offered assistance.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Maintained accurate inventory of supplies, ensuring adequate stock levels for daily operations without excess waste or expense.
- Reduced customer complaints by proactively addressing potential issues before they escalated.
- Provided backup support for Guest Services Manager during peak periods or when needed due to absence or high workload situations.
- Streamlined front desk processes for improved efficiency and reduced wait times for guests.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Operated cash register to record transactions accurately and efficiently.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled cash with high accuracy and took care to check bills for fraud.
Crew Member
McDonald's Restaurant
10.2017 - 10.2020
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Collaborated with team members to complete orders.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Operated cash register to ring up final bill and process various forms of payment.
- Accurately operated cash register to process customer payments.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
Education
High School Diploma -
Sevier County High School
Sevierville, TN05.2015
Skills
- Exceptional communication
- Staff Training and Development
- Team Management
- Guest Relations
- Complaint Handling
- Task Delegation
- Budgeting and financial management
- Sales and Upselling
- Reservation Management
- Strong leadership
- Guest Services
- Guest communication
- Guest complaint resolution
- Data entry proficiency
Accomplishments
- Supervised team of 32 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Completed manager training program.
- Promoted to Supervisor after only 4 month and Assistant Guest Services Manager after only 1 year for exceptional performance.
Timeline
Assistant Guest Services Manager
Wilderness At The Smokies
10.2020 - Current
Crew Member
McDonald's Restaurant
10.2017 - 10.2020
High School Diploma -
Sevier County High School
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