Hospitality
Resume examples

Delivered exceptional customer service at the front office by welcoming customers and making seating arrangements while providing attentive service all the time. Answered multiple phone lines and handed menus while maintaining a waitlist of patrons during busy meal service.

• Greeted customers ranging from 20-40 daily at busy restaurant located downtown.
• Managed all cash and credit transactions accurately and efficiently while utilizing a POS computer system for automated order taking.
• Prepared seating arrangement and dining flow by constantly monitoring restaurant customer.

Greeted customers while performing check-in/check-out procedures for arriving guests utilizing manual and computerized methods ensuring guest satisfaction is an all-time high. Accurately calculated posts monies, receipts, and guest accounts using proper cash handling methods and established company procedures.

• Answered all inbound calls and reserved accommodation by effectively communicating hotel rates and information.
• Grew revenue by increasing occupancy by leveraging upselling techniques.
• Handled cash transactions at the front desk ensuring compliance with hotel policies and state and federal regulations.

Oversaw the operations of a five-star hotel and assigned tasks and responsibilities to hotel staff to ensure a satisfactory experience for guests. Worked with the budgeting department to maintain hotel features and amenities.

• Supervised and trained junior staff.
• Responded to disputes and complaints from guests and worked on resolving issues.
• Inspected rooms and recreation areas and informed housekeeping staff of areas needing upkeep.
• Provided answers to questions posed by guests on services and policies.
• Interviewed potential employees and handled hiring and termination responsibilities.
• Contracted maintenance workers to repair hotel furniture and interior features.
• Maintained hotel restaurant schedules and performed health inspections in cooking and dining areas.

Delivered friendly and efficient service to ensure a pleasant dining experience for guests by handling incoming customer calls and warmly welcoming customers to the restaurant with a smile. Suggested menu items and specialty beverages according to restaurant specifications. Made recommendations and shared additional information concerning guest services upon request.

• Collaborated with kitchen staff and other team members to ensure timely and accurate food preparation.
• Communicate with kitchen staff regarding food allergies and other food preparation requirements requested by customers.
• Maintained inventory levels of alcohol and bar supplies and managed daily financial analysis and reporting.
• Checked products for quality and resolve issues promptly and with courtesy.
• Collaborated with the management team to assist with the planning and coordination of events.

Performed daily financial analysis, inventory checks, by auditing POS journals to break down revenue, servers’ fees, tips, paid out, and settlements by the cashier. Updated front office system revenue expenses and allowances to generate daily financial reports.

• Created a customer-centric environment resulting in a memorable dining experience to propel customer satisfaction, retention, brand awareness, and loyalty.
• Achieved 100% performance rating in all internal and external surveys.
• Served as the first point of contact for resolving all issues concerning customer care and quality.
• Grew customer base by delivering excellent communication skills, hospitality, and upselling techniques.
• Collaborated with kitchen staff and other team members to ensure timely and accurate food preparation.
• Worked with the management team to assist with the planning and coordination of events.

Managed the operations involved in keeping up a four-star hotel and implemented policies and procedures for guests and staff to adhere to.

• Welcomed guests and made accommodations for them.
• Assigned various job duties to housekeeping staff.
• Provided guests with information on food and recreation services.
• Enforced rules for using hotel amenities.
• Listened to complaints from guests and resolved problems.
• Handled cash and credit payments from guests and provided receipts and refunds.
• Reviewed hotel budget and made purchases and investments to enhance hotel facilities.
• Provided and implemented ideas and concepts for attracting guests.

Provided hospitality services to VIP guests by managing reservations collaborating with bar and kitchen staff regarding the arrival of VIP guests. Drove revenue through cultivating positive relationships with the guests to build loyalty and repeat business. Leverage consultative selling approach to identify key trends, uncover customer needs to improve sales while effectively communicating with guests regarding events and services.

• Generated $10K weekly sales through VIP table reservations at the assigned venue.
• Booked 2+ high-profile reservations per week ensuring all guests' information are entered accurately.
• Maintained website and boosted customer traffic through online advertising (Facebook, Instagram, Twitter).
• Generated prospective leads by utilizing social media tools which increased 100 VIP guest check-ins boosting sales.

Received and checked-in guests in the 400-room resort. Answered calls, responded to queries, took or confirmed reservations, and resolved complaints. Maintained a clean reception area and managed the cash register.

• Upheld an over 95% customer satisfaction score, courtesy of a friendly attitude and exceptional customer service and problem-solving abilities.
• Increased guest retention by 40% through the provision of personalized service, additional client loyalty perks, and up to date info on the fun activities around the city.

Managed a leading multi-million-dollar luxury hotel with 700 rooms and 120,000 square feet of meeting space. Built and maintained effective customer relationships with all decision-makers and influencers across multi-entity functions. Automated business processes while creating business plans and improving team performance.

• Monitored, analyzed the market, and drove sales to ensure company sales & goals were achieved. Researched potential new markets, maintain existing customer relationships and long-term partnerships.
• Implemented cloud-based Advanced Module of Sales & Event Management system across 5 departments.
• Generated $2M+ room revenue while exceeding RevPAR goals and building exceptional loyal guest relationships.
• Improved bottom-line profitability by negotiating advantageous contracts.