Guest Service Manager Resume

GUEST SERVICES MANAGEMENT
HOTEL DIRECTOR OF ROOMS / ROOMS DIVISION MANAGER

PROFESSIONAL EXPERIENCE

Guest Service Manager / Front Office Manager
ABC Hotel – Miami, FL, 20xx to Present

(Four-diamond, full-service hotel with 409 rooms, 14,000 square feet of meeting space, three F&B outlets, fitness center, pool, and spa services; $25 million annual revenue.)

Direct all front desk, concierge, and guest service operations with full fiscal responsibilities, including budgeting and forecasting. Supervise 40 managers, supervisors, and hourly employees. Prepare and conduct performance evaluations. Schedule staff in accordance with labor standards and occupancy rates. Control expenses to ensure profitability without compromising guest satisfaction. Develop short- and long-term financial and operational objectives.

Key Accomplishments:

* Managed all pre-opening front office functions. Developed standard operating procedures. Purchased equipment, supplies, and uniforms. Designed front desk and guest service bell stand to ensure smooth operation. Forecasted labor expenses. Established a comprehensive training program. Recruited, hired, and trained all front office staff.

* Achieved and maintained the Hartford area’s only four-diamond AAA rating.

* Reached top 25% of guest service satisfaction (GSS) scores of 343 Marriott hotels nationwide.

* Increased average monthly revenue by $1,200 through several incentive programs, and slashed labor expenses while providing superior guest service.

* Suggested and implemented daily operational procedures to ensure total guest satisfaction.

* Earned Manager of the Year (20xx) award.

Guest Service Manager / Front Office Manager
BCD Plaza Hotel – Miami, FL, 20xx to 20xx

(First-class, full-service hotel with 350 rooms, 8,000 square feet of meeting space, two F&B outlets, fitness center, and pool; $18 million annual revenue.)

Managed front desk, PBX, bellmen, transportation, and reservation departments. Hired, trained, coached, and supervised up to 32 employees. Scheduled staff according to forecasted occupancy and labor standards; assigned daily tasks. Administered Guest Service Tracking System (GSTS). Ensured security protocols were followed for hotel accounting, credit control, cash transactions, and guest safety.

Key Accomplishments:

* Promoted to Guest Service Manager.

* Selected to chair the GSTS committee.

* Improved GSTS score by 15 points within one year.

Guest Service Manager / Front Office Manager
CDE Hotel – Miami, FL, 20xx to 20xx

(First-class, full-service hotel with 160 rooms, 4,000 square feet of meeting space, two F&B outlets, and fitness center; $5 million annual revenue.)

EDUCATION

Operational Management Diploma, 20xx
XYZ University (Hospitality Industry Management School) – Miami, FL
Graduated with honors; top 10%

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