yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000
xxx-xxx-xxxx
abc@xyz.com

 

objective

hospitality management professional eager to contribute industry expertise as well as dynamic skills in steering hotel, resort and restaurant operations toward actively supporting a progressive organization in optimizing operational and financial performance.

 

profile

ø  offer over 15 years experience in the hospitality industry, with comprehensive management background.

ø  juggle multiple projects simultaneously while working under pressure in fast-paced environments.

ø  consistently achieve optimal utilization of human and financial resources through proactive workflow planning/coordination and budget administration.

ø  effectively define, develop and implement targeted action plans to maximize operational productivity, efficiency and profitability.

ø  proactively train, develop and direct motivated teams and create a collaborative environment conducive to achieving high levels of employee retention and job satisfaction.

ø  proven value and dedication as a team member, as demonstrated by longevity and progression throughout career.

ø  exceptional ability to research and evaluate industry trends and competitors and use findings toward designing and executing innovative strategies to boost company leveraging.

ø  dynamic communication, presentation, relationship building and problem-solving abilities.

ø  excel at interacting with broad populations including senior management, staff and clients.

ø  highly versatile; quickly master new roles, responsibilities, technologies, and environments.

ø  demonstrate outstanding problem solving and active listening skills; diffuse difficult customer situations with tact and ease.

 

professional experience

the balboa bay club & resort                                                                                                         2006-2008

front desk manager, newport beach, ca

  contributed dynamic leadership skills in managing all levels of employees including front desk, pbx operators and bellmen, with strong focus on optimizing productivity, efficiency and quality of services.

  strategically planned, allocated and administered budgets to control costs, maximize use of resources and boost bottom-line profits.

  successfully built top-performing personnel vital to supporting enterprise-wide operations by strategically recruiting and effectively interviewing, screening and testing candidates.

  applied advanced communication and interpersonal relation skills toward diplomatically resolving issues, developing key relationships and promoting superior customer satisfaction.

  trained, mentored and motivated employees, playing an instrumental role in the development of top performing team members.

 

marriott courtyard                                                                                                                           1995-2006

guest services manager, irvine, ca (2005-2006)

  exhibited solid leadership qualities in overseeing front desk and restaurant staff, with full accountability for maintaining high level of service and brand standards.

  boosted employee productivity and satisfaction by developing and implementing targeted employee incentive and employee appreciation programs.

  steered budgeting, a/p, a/r, payroll, daily deposits and direct billing, demonstrating exceptional financial abilities and multitasking skills in achieving goals and timelines.

  spearheaded diverse administrative activities including staffing, training, performance evaluation and discipline.

 

 

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marriott courtyard                                                                                                                           1995-2006

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front desk supervisor, irvine, ca (2004-2005)

  successfully promoted superior service and exceptional customer satisfaction by promptly resolving issues and preventing escalation.

  strategically planned and coordinated schedules to maximize use of resources while controlling costs and meeting customer needs.

  organized workflow, defined staffing requirements and delegated assignments to optimize utilization of human capital and operational resources.

front desk agent, irvine, ca (2004)

  applied hospitality industry expertise and strong communication skills toward acting as first point of contact in responding to customer inquiries, troubleshooting problems and assisting with check-in, check-out, reservations and billing.

  liaised effectively between departments by facilitating smooth communication between staff and senior personnel and expediting workflow to attain objectives.

front desk supervisor, san jose, ca (1997-2000)

  supervised front desk staff, emphasizing high customer service standards.

  ensured staff members are properly educated on all facets and phases of company training programs, policies and procedures.

  scheduled and led departmental meetings to inform management of any issues and promote open lines of communication between staff members.

front desk agent, san jose, ca (1996-1997)

  relied upon to lend expertise toward training and mentoring new hires to support their development and ensure optimal performance.

  effectively coordinated and facilitated broad range of front desk functions to maximize productivity and efficiency, with strong focus on the delivery of superior services.

reservations agent, santa clara, ca (1995-1997)

  consistently achieved perfect shop scores and chosen to handle new hire training, due to exceptional performance and dedication.

  acquired valuable knowledge of the hospitality industry and quickly gained advanced knowledge of individual marriott properties.

 

professional development/training

the balboa bay club & resort, newport beach, ca

  conducting performance reviews, hiring batting average & counseling and disciplining employees, 2007

  hiring the right people & retaining employees certification, 2007

 

marriott international, bethesda, md

  business/hotel management

  business fundamentals

  brand immersion

  servsafe certified, 2006

  training the trainer

  five star service

 

mission college, santa clara, ca

  business management

  human resources management