Shannon Dockery
Blue Springs,MO
Summary
Dynamic Guest Services Manager with extensive experience at Loews Hotels, excelling in staff training and development. Proven track record in enhancing guest relations and implementing effective business forecasting strategies. Recognized for improving team performance and achieving high guest satisfaction scores through exceptional communication and leadership skills.
Overview
6
6
years of professional experience
Work History
Guest Services Manager
Loews Hotels
06.2023 - Current
- Monitor and execute staff training, scheduling and shift changes.
- Coordinate luggage collection, transportation and storage, as well as room drops and porterage needs.
- Attend to guests needs, responding to questions, complaints and escalations.
- Understand and implemented safety and emergency procedures.
- Implemented procedures and services to improve GSI scores and team member satisfaction scores
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
Front Office Manager
Loews Hotels
04.2021 - 06.2023
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Created forecast plans and executed to budget during high peak times
- Partnered with Universal partners for training and roll out of new products
- Organized "ride out" procedures and managed scheduling for before, during and after major weather events.
Assistant Front Office Manager
Loews Hotels
06.2020 - 04.2021
- Supervised payroll corrections for accuracy and duplications.
- Trained team members on procedures to Loews standards to improve and maintain GSI scores.
- Created training modules in partnership with HR for new hires.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Completed monthly and quarterly billing and revenue reports for senior management.
- Encouraged and mentored team members to boost performance and remove process inefficiencies.
- Created, prepared, and delivered reports to various departments.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Developed procedures to establish accurate and organized check-in and check-out processes.
Education
High School Diploma -
Harmony High School
St. Cloud, FLSkills
- Business forecasting
- Staff training and development
- Guest relations
- Exceptional communication
- Schedule coordination
- Teamwork and leadership
Accomplishments
- Manager of the Quarter - Quarter 4 2022
- Team Leader of the Quarter - Quarter 1 2024
Timeline
Guest Services Manager
Loews Hotels
06.2023 - Current
Front Office Manager
Loews Hotels
04.2021 - 06.2023
Assistant Front Office Manager
Loews Hotels
06.2020 - 04.2021
High School Diploma -
Harmony High School