Sterling Spence
Pleasantville ,NJ
Summary
Dynamic professional with extensive experience in hospitality management, specializing in effective communication and customer relationship management. Proven track record of contributing to team success and achieving high customer satisfaction rates. Committed to fostering a positive environment that drives service excellence.
Overview
14
14
years of professional experience
Work History
Housekeeping Shift Manager
Ocean Casino Resort
Atlantic City , NJ 08232
05.2024 - Current
- Supervised housekeeping staff, ensuring compliance with cleanliness standards to enhance guest satisfaction.
- Inspected rooms and facilities for cleanliness and maintenance issues.
- Resolved guest concerns regarding housekeeping services promptly, contributing to positive guest experiences.
- Collaborated with other departments to ensure seamless service delivery for guests.
- Resolved customer complaints promptly and efficiently.
- Reported maintenance needs for guest rooms or public areas immediately to engineering team.
- Conducted regular inspections of guest rooms, corridors, and other areas, upholding cleanliness standards for guest comfort.
Reservation Manager
Ocean Casino Resort
Atlantic City , NJ 08232
03.2018 - 05.2024
- Managed room reservations using property management system efficiently.
- Ensured compliance with company policies regarding guest reservations.
- Resolved guest inquiries and complaints related to bookings promptly.
- Collaborated with other departments such as sales, marketing, finance, and operations on strategies to increase occupancy rates at the hotel.
- Generated daily reports summarizing reservation activity, including cancellations and no shows, to inform management decisions.
- Provided training for new reservation agents on computer systems and procedures.
- Conducted regular meetings with reservation agents to review performance metrics and identify areas for improvement.
- Monitored call volumes and resolved customer inquiries related to reservations to enhance guest satisfaction.
- Scheduled staff shifts and assigned duties for reservation agents.
Shift Manager Boardwalk Ambassadors
CRDA
Atlantic City , NJ 08232
03.2012 - 03.2018
- Supervised daily operations, ensuring efficient workflow and strict adherence to protocols.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Trained and mentored new staff on company policies and operational procedures.
- Cultivated positive working relationships with staff, customers, and vendors to enhance collaboration and service quality.
- Coached employees on customer interactions, enhancing service delivery and customer satisfaction.
- Ensured completion of all opening and closing duties was completed accurately according to established guidelines.
- Inspected work areas regularly for cleanliness and organization standards.
- Responded quickly and effectively to emergency situations.
- Managed schedules, accepted time off requests and maintained coverage for shifts.
Skills
- Cleaning standards
- Facility management
- Staff supervision
- Staff training
- Performance evaluation
- Report generation
- Customer relationship management
- Effective communication
- Conflict resolution
- Team building
- Decision-making
Timeline
Housekeeping Shift Manager
Ocean Casino Resort
05.2024 - Current
Reservation Manager
Ocean Casino Resort
03.2018 - 05.2024
Shift Manager Boardwalk Ambassadors
CRDA
03.2012 - 03.2018