Tony Martin
Colorado Springs,CO
Summary
Dynamic leader with a proven track record at Hyatt Reservation, enhancing customer satisfaction and boosting revenue through strategic upselling and exceptional service. Skilled in team management and process improvement, adept at multitasking and fostering teamwork. Demonstrated ability to exceed performance metrics with a focus on customer service and personnel management.
Overview
25
25
years of professional experience
Work History
Guest Services Manager
Hyatt Reservation
04.2013 - 11.2024
- Led weekly team meetings to communicate upcoming promotions and current metrics. As well as one on one coaching sessions to develop agents skills.
- Leveraged guest feedback to identify areas for improvement and implement necessary changes in procedures or offerings.
- Boosted revenue with strategic upselling of premium rooms, services, and amenities when appropriate.
- Created an incentive program that motivated employees leading them to provide exceptional service and increased guest satisfaction.
- Implemented staff training programs to reinforce customer service skills and elevate overall performance.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Telecommunications Installation Technician
Integrity Communications
04.2008 - 03.2012
- Exceeded client expectations with meticulous attention to detail for seamless installations that minimized disruptions to daily operations.
- Reduced downtime, ensuring proper installation of telecommunication equipment in residential and commercial settings.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices through ongoing professional development opportunities.
- Troubleshot complex technical issues quickly resulting in reduced downtime for customers.
- Provided exceptional service for clients by effectively managing time and resources during installations.
Shift Leader Manager
CFM
02.2004 - 03.2008
- Oversaw cash handling procedures, reducing discrepancies and increasing overall accuracy in financial transactions.
- Trained and mentored new employees to maximize team performance.
- Adapted quickly to changing circumstances during shifts by reallocating resources effectively while maintaining a high level of customer satisfaction.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Managed inventory levels for optimal stock availability, resulting in reduced waste and increased profit margins.
35J Computer Automated System Repair Technician
US Army
09.1999 - 10.2002
- Maintained inventory of repair supplies and ordered parts.
- Utilized variety of tools and diagnostic equipment to complete repairs.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Maintained detailed records of repairs, parts inventory, and warranty information for accurate documentation purposes.
- Streamlined repair processes to optimize workflow efficiency and productivity.
Education
High School Diploma -
Triad High School
Troy, ILComputer Repair
35J Computer Automated Repair Training Course
Ft. Gordon GASkills
- Customer service
- Multitasking proficiency
- Customer satisfaction
- Team management
- Exceptional communication
- Personnel management
- Sales and upselling
- Improving processes
- Strong leadership
- Teamwork and collaboration
Timeline
Guest Services Manager
Hyatt Reservation
04.2013 - 11.2024
Telecommunications Installation Technician
Integrity Communications
04.2008 - 03.2012
Shift Leader Manager
CFM
02.2004 - 03.2008
35J Computer Automated System Repair Technician
US Army
09.1999 - 10.2002
High School Diploma -
Triad High School
Computer Repair
35J Computer Automated Repair Training Course
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