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Yyyyyy x. yyyyyy
3033 Routh St. Apt. 617 | Dallas, TX 7520xxx-xxx-xxxx | abc@xyz.com
Hospitality Manager
Hospitality Acumen | Business Development | Sales Operations | Budgeting | Strategic Planning | Problem Solving
Revenue & Financial Analysis | Strategic Planning | Staff Engagement | Regulatory Compliance | Decision Making
Relationship Building | Leadership | Interpersonal Communication | Negotiation | P&L | Training & Development
Payroll | Time Management | Organization | MS Office | POSitouch | SpaSoft | Kronos | Birchstreet
Goal-focused, dynamic professional with a noteworthy career background most recently based in the hospitality sector. Well-versed in spa treatment operations conducive to driving the utmost in customer satisfaction. Hospitality management expert, savvy in managing operations, along with supervising and coaching team. Lauded for cultivating positive working relationships with colleagues and guests to build on growth opportunities, maximize client base and secure repeat business. Hands-on leader, well-defined skills that will be beneficial in working as a Hospitality Consultant with an innovative, reputable organization.
Experience
OMNI DALLAS HOTEL
Director of Spa 2017-PRESENT
Oversee core functions such as inventory control; align with purchasing standards and internal audit compliance goals
Devise engaging marketing strategies that foster a consistent company image
Call on Forbes and AAA protocols to set standards for scripts and checklists; also develop compensation guidelines
Make spa menu changes geared towards upholding a sound artistic and aesthetic vision
Promptly schedule appointments, resolve client complaints and maintaining clean, safe environments, thus demonstrating an unwavering commitment to customer service
Lead monthly meetings to keep staff updated on operational developments
Measure revenue against expenses; complete report analyses and other fiscal functions as well
Offer strategic insight and monitoring in assessing spa treatment operations including renovations to the pedicure unit, carpeting and drapery
OMNI BEDFORD SPRINGS RESORT & SPA
Director of Spa 2015-2017
Administered the budget using expense management acumen to set forth approved controls that led to financial goal achievement using effective sales plans
Supervised a team of more than 60 Associates; provided ongoing guidance and advisement to staff in achieving service and retail goals
Also managed Activity Coordinators in scheduling and verifying all activities including dining, spa and golf functions
Spearheaded staff hiring, interviewing and training efforts; also led regular staff meetings
Ensured that staff members maintained expertise regarding services, products and programs
Measured guest feedback via Medallia and OSC cards; conducted follow-ups on guest requests
Leveraged Omni competitive analysis to identify competitor strengths and weaknesses to ensure successful marketplace positioning
Directed a renovation effort in 2017, including forecasting and budget optimization; secured higher Medallia scores from the previous 2015 renovation as well
Saw a 40% increase from the previous year by receiving 55/55 on internal audit in 2017
Proved vital in positioning Omni in the Spas of America s Top 100 spas of 2016; also named as a Conde Nast Traveler Gold List Must-See Resort
Engaged as a valued member of the Omni Resort s Executive Committee
Spa Manager 2015
Upheld a leisure environment with high levels of safety and cleanliness, conducive to guest leisure
Directly supervised a spa staff team in overseeing group events, e.g. business retreats, socials and bridal parties
Managed service offerings such as facial, massage, salon and attendant inventories; trained staff on these services, along with performance and skills enhancement training centered on building strong communication channels with vendors
Improved Associates skills in using the Opera property management system
Enhanced guests experience using various methods, such as leading pre-welcome calls for incoming patrons
Bolstered revenue by creating and promoting special events such as, Springs Eternal Wellness Weekends, manicures, pedicures, body treatments and massages
Earned the Manager of the Q4 Award in December of 2015
Yyyyyy x. yyyyyy
Continued
Assistant Front Office/Guest Service Manager 2014-2015
At all times, utilized leadership know-how to enforce the brand standard for Four-Diamond service levels
Attended mandatory meetings to discuss P&L, credit, issue prevention, AM/PM standup and HR best practices
Led Omni Bedford Springs to be awarded as the 2014 Best Historic Hotel in the 200-400 Guestrooms category by the Historic Hotels of America at the 2014 Awards of Excellence in October of that year
OMNI JACKSONVILLE HOTEL
Leader in Development, Rooms division 2013-2014
Rendered high quality services to clients by determining and resolving customer issues and promptly responding to requests
Guided workforce functions to drive high quality levels and improved staff performance
Secured accuracy in payroll operations using Kronos and updated staff schedules
Partnered with the Front Office Director to mentor and supervise new Associates during onboarding, as well as through the auditing and implementation of organizational core and cultural values
Played a key role in training line-level Associates using Moments of Service checklists to coach and guide
Managed day-to-day front desk, reservation and housekeeping duties to ensure seamless guest service delivery
Nominated for the 2013 Recognition of Service Excellence (ROSE) Award
One Ocean Resort & Spa
Front Desk Agent | One Touch Agent 2012-2013
Processed billing, charge updates, payments, deposits, adjustments, and paid-outs to guest folios with accuracy and attention to detail
Kept all departments cross-functionally informed as actions occurred, including handling guest requests
Fielded room service orders from guests and to-go orders from non-guests per established standards; also helped make reservations, dispense gift certificates and market spa products in an effort to boost sales
Worked in liaison with Housekeeping Supervisors to direct workflows to proper areas in preparation for guest arrivals
PALM COAST DATA, LLC
Customer Service Representative 2008-2012
Operated in a telephone service role for a fulfillment agency; supported publishing, government and membership services clients
Achieved positive service ratings by swiftly and fully resolving escalated issues as they arose; maintained a timely call record in working with the Helpdesk Team to field customer calls and achieve resolution
Partnered with colleagues to complete advanced paperwork and maintain exceptional quality assurance levels
Developed and sustained strong client relationships, boosting customer base using up- and cross-selling methods
Maintained accounts using critical thinking to properly assess customer input and pair them with company offerings that pair well with their respective needs
Education
Bachelor of Science, Business Administration, Southern New Hampshire University
Associate of Arts, General Studies, Daytona State College
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