Guest Experience Manager Resume Sample
Kris Blanda
74051 Greenholt Spur,
Philadelphia,
PA
+1 (555) 839 0101
Work Experience
Guest Experience Manager
02/2016
-
PRESENT
Los Angeles, CA
- Organize team meetings and briefings, as well as conduct Colleague Performance Reviews
- Ensure all team members are maintaining the standards of personal presentation and hygiene
- Ensure all shifts are adequately staffed to meet the business demand when scheduling the manpower
- Constantly monitor team member’s performance and give feedback
- Carry out spot checks of the reception and cashiers task to ensure that it is according to standards
- To provide a visual management presence in the Hotel Lobby
- To ensure the safe operation of the hotel
Assistant Guest Experience Manager
06/2013
-
01/2016
Chicago, IL
- To provide continuity of management in complaint handling, both face to face, via telephone and in writing, depending on the situation and requirement
- To be informed and compliant with all forms of hotel systems and technology, Opera. Micros, Internet access, telephones and be able to resolve arising issues
- To take a full and accurate handover from the previous shift ensuring that all necessary follow-up are recorded and followed up on
- To ensure an accurate and updated Guest logbook; providing a written log of the day’s guest related issues submitted to the FO team
- To be fully conversant with the daily events and respond promptly to the service needs of guests
- To be aware of all guests with special needs, ensuring that we provide easy and efficient access to the hotel using equipment designed for relevant processes i.e. ramp
- To be informed and trained in the resolution of guest IT issues
- To have an understanding of the Front Office and accounting procedures in order to deal with financial issues and their resolution ensuring guest satisfaction whilst adhering to procedures set
Employee & Guest Experience Manager
07/2006
-
05/2013
Phoenix, AZ
- Conduct show round of the hotel when required
- Comfortable drawing out or collecting feedback from all band membersemployees
- Participate in departmental meetings and communicate relevant information to cast members
- Monitors daily guest feedback results and identifies trends in customer experiences as evidenced within internal and external survey data, guest correspondence, and direct customer interaction
- Communicates trends in data to resort leaders
- Develops and maintains action plans for addressing trends in guest/customer relations issues and assists in monitoring the progress of various departments
- Actively participates in resort initiatives to reduce guest “problems” and drives improved problem resolution
Education
Johnson & Wales University
2002 - 2006
Bachelor's Degree in Hospitality
Professional Skills
- Be able to demonstrate strong communication skills, both oral and written, as well as listening strengths
- Demonstrated experience in hospitality and guest service skills
- Superior leadership and coaching skills with a proven track record of developing and motivating a team
- Strong and effective planning and organizing skills to ensure operational efficiencies
- Solid leadership skills, with 3+ years of experience leading high performing hourly Cast Members
- Strong partnering skills for interaction with a variety of lines of business as well as vendors
- Strong project management skills, including the ability to identify steps of a project, set deadlines, and guide your team to completion
How to write Guest Experience Manager Resume
Guest Experience Manager role is responsible for training, planning, leadership, software, reporting, payroll, coaching, development, computer, integration.
To write great resume for guest experience manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Guest Experience Manager Resume
The section contact information is important in your guest experience manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Guest Experience Manager Resume
The section work experience is an essential part of your guest experience manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous guest experience manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular guest experience manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Guest Experience Manager resume experience can include:
- Have a responsible approach, caring nature and good problem solving skills
- Use analytical skills to understand the interdependency of service components that impact the customer experience
- Proficient in the following computer skills; Merchandise Planning related systems, financial planning and Microsoft office suite software
- A strong working knowledge of systems such as Sprinklr, Crisp and NetBase, with experience in social media reporting and analysis
- Active on-the-job training so that skills are enhanced and succession is achieved
- Coaches staff to achieve culture standards & core standards of Guest Experience Assistant/Manager and couple experience
Education on a Guest Experience Manager Resume
Make sure to make education a priority on your guest experience manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your guest experience manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Guest Experience Manager Resume
When listing skills on your guest experience manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical guest experience manager skills:
- Demonstrated exceptional verbal and written communication skills, as well as telephone etiquette skills
- Strong leadership, communication and relationship skills
- Possesses strong organization and time management skills
- Supervisory Experience and prior hotel experience required
- Friendly, bubbly and approachable with excellent customer service skills
- Competency in administration skills – payroll input, staff rostering, inventory control, ordering, training
List of Typical Experience For a Guest Experience Manager Resume
1
Experience For Assistant Guest Experience Manager Resume
- Use analytical skills and ability to influence key leaders during the development of service process standards and measurements
- Effectively and efficiently move around all work areas, front-of-the-house and back of-the-house
- Giving special guest experience for VIP / HHonor guests
- Oversees and develops the Duty Managers to guarantee continual improvement and succession planning including effective delegation of tasks
- Proven knowledge and understanding of leading multiple unions
2
Experience For Royal Service & Guest Experience Manager Resume
- Assist in developing and implementing initiatives to embrace guest experience
- Represents Guest Experience (Voice of the Guest) at the morning hotel briefing with updates and highlights points for improvement and guest praise
- Previous experience leading a team in Front Office Operations and/or Guest Relations is required
- Two years experience with working with the general public in a visitor attraction is required
- Trained to cover all aspects of the Guest Experience operation, while being knowledgeable in all other areas of the business
- Lead and support hotels in the implementation and monitoring of all Guest Experience programs
- A proven track record of successful project and change management within an organization
- Identify all experience assistant guests
3
Experience For Employee & Guest Experience Manager Resume
- Oversee Experience Assistant team
- Develop new service/product offerings to increase the perceived value and couples experience
- Supervises the activities of the Experience Assistant team in order to ensure adherence to Four Seasons standards, policies & procedures
- Contacts guests prior to arrival to determine needs, preferences as well as creative ways to personalize guest stay
- Greet guests on arrival and collaborate with Reservations, Front Desk, Concierge, Front Drive staff to ensure seamless guest experience
- Oversee management of guest feedback, experience surveys and post-stay communication
- Customize opportunities and experiences for guests above and beyond standard operations
4
Experience For Senior Guest Experience Manager Resume
- Develop, implement & execute surprise & delight initiatives to elevate our guests’ experience
- Leads and develops a team of Guest Experience Champions within the hotel to identify improvement opportunities and solutions
- Provides input regarding future alterations and how these can influence the experience and operational flow of visitors
- Ensures adequate availability of suitably motivated hosts to help promote sales / experiences
- Supports the communication of new initiatives and strategies to ensure effective implementation
- Make sure that the welcome drink is ready prior to groups’ arrival
5
Experience For M&M s World Guest Experience Manager Resume
- Analytically inclined to identify trends in data, that supports the Director, Guest Experience in data extraction and necessary findings
- Ensures effective utilization and productivity of all staff through staff planning, hiring, scheduling and adhering to budget parameters
- Supports Director of Guest Experience in annual budgeting process and strategic planning
- Send Out VIP arrival e-mails, communication, and coordination prior to arrival for VIPs
- Provide social media subject matter expertise to the Social Media Cast, Guest Experience Services leaders, and partners throughout the Disneyland Resort
- A strong creative mindset. A willingness to experiment with new and fun ways to engage our Guests or feature our content
- Identify service challenges and opportunities at the department level. Collaborate with operators to create solutions and an improved guest experience
6
Experience For Guest Experience Manager, M&M s World City Resume
- Use all required office equipment, in an effective and efficient manner
- Work with all area partners to identify and validate business opportunities and provide actionable tools to drive business decisions
- Proven exceptional Walt Disney World property knowledge
- Partner with Operations and monitor occupancy forecast to ensure seamless guest arrival experience
- World of Hyatt Concierge – contact World of Hyatt members prior to arrival to ensure needs and expectations are met
- Capacity to work independently and with stakeholders in order to enhance the Guest Experience with relevant/innovative products, services and programs
- Monitoring social media comments, reply accordingly and driving positive reviews
- Ensuring implementation and compliance of the Company’s Fire, Life and Safety requirements, by adhering to Risk assessment procedure of the department
- Coaching of the team so they can see how to meet the daily, short term and longer range plans of the business
7
Experience For Japanese Guest Experience Manager Resume
- Ensuring that service deadlines are met at all times throughout the shift
- Conducting interviews to select the highest quality new team members
- Liaising closely with all Heads of Department with regards to guest satisfaction, recognition and retention
- Onboarding support for operational departments
- Looking after the needs of guests in a professional manner
8
Experience For Guest Experience Manager, M&M s World Resume
- Making sure all the guest requirements are fulfill
- Creating Heartis as the core of daily operation
- Looking after all loyalty program
- Detailing VIP reservations
- Reporting to Hotel Manager
- Undertake full responsibility for managing operating expenses, maintaining Guest Services Budget, monitor Profit & Loss throughout the year
9
Experience For Guest Experience Manager Resume
- The ability to manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happen
- Leads associates who are responsible for answering guest questions, giving direction and making detailed reservations or recommendations
- Coordinates recruitment, interviewing, and hiring of seasonal staff
- Takes an active role in devising and implementing Customer Service strategy
- S.C.I. push-selling, S.C.I. by asking all check-in guests if they are members or not
- Manage working hours and attendance of staff - Roster staff according to business levels
10
Experience For Assistant Guest Experience Manager Resume
- Meets and greets arriving and departing guests; Provides genuine hospitality and recognition
- Participate in Operations meeting to communicate training/service/team needs
- Follow departmental SOP’s (Standard Operating Procedures) including all safety policies
- Assesses, evaluates and coaches Onstage associates utilizing the Mars selling strategy to drive sales
- Meets and greets arriving and departing guests; Provides genuine hospitality and recognition, acts as host/ hostess
List of Typical Skills For a Guest Experience Manager Resume
1
Skills For Assistant Guest Experience Manager Resume
- Demonstrated multilingual skills, particularly Spanish
- Demonstrated strong problem-solving capability
- Prior experience with hotel, retail or restaurant “front of house” guest service required
- Mature, professional appearance, and clear, concise, business-like communications skills with staff and the public are essential
- Competence to build and effectively manage interpersonal relationships at all levels
- Strong management experience desired
2
Skills For Royal Service & Guest Experience Manager Resume
- Operating a company vehicle along with a valid US driver’s license is requirement for this role
- Experience leading and coaching in a sales or production-based setting
- Experience in interview and selection processes, general operational onboarding and planning training itineraries
- To be innovative and creative in creating hotel Guest Experience best practice, implementing and monitoring the result
- Help manage the World of Hyatt and Personalized Guest Experience Programs by collecting, analyzing, and responding to guest comments, surveys, and preferences
- Experience in consumer finance, mortgage financing and related consumer lending
3
Skills For Employee & Guest Experience Manager Resume
- Previous experience in supporting and leading an Operations team required
- Previous housekeeping and/or custodial experience with knowledge of chemicals, materials, cleaning technique and equipment
- Experience working ins a similar resort setting
- Experience in facilitation, coaching, and development of guest-facing employees and teams
- Conducts a weekly Guest Experience meeting with Department Heads, communicates performance, supporting Management Action Plans
- Strong influencing capabilities at all levels of Cast, including hourly Cast Members to executive
4
Skills For Senior Guest Experience Manager Resume
- Partner with HR Training & Development on a regular basis to design, integrate and lead training to enhance supervisors' and employees' behavioral skill sets
- Facilitates Guest Service meetings with property management & line staff, motivating continuous improvement directed toward enhancing guest experiences
- Proven ability to call show cues in a high paced changing environment
- Strong familiarity with one or more lighting, audio, video, special effects, scenic and stage set-up systems
- Previous experience working at a luxury property or Disney Resort Hotel
- Management experience with an innovative market-leading retailer
- Experience and thorough understanding of Guest services and Front Office operations
- Strong ability to impact and influence senior management teams to work better together in a systematic way that drive sustaining operational improvement
- Strong understanding and passion for luxury service & brand image
5
Skills For M&M s World Guest Experience Manager Resume
- Demonstrated ability to gather and use relevant facts to inform decision-making and solve issues
- Strong background in hotel operations or service industry (in a client facing role); (2-5 years)
- Strong working knowledge of Microsoft Outlook, Access, Word and Excel
- Resolve difficult scheduling decisions in pursuit of and mindful of the Guest and Cast experience
- Conducts a monthly Guest Experience meeting with Department Heads to address recurrent Guest feedback and challenges
- Liaise with other departments and associates to ensure the smooth running of Rooms Division to ensure strong collaboration between Operations Teams
- Identify and develop potential in Cast - building teams of diverse styles, cultures, backgrounds, and experiences
- At least two years of experience in community building and organic campaign strategy and execution via social media channels
- Coordinates pre-arrival requests and amenities for incoming guests, ensures all requests are prepared and room is complete prior to arrival
6
Skills For Guest Experience Manager, M&M s World City Resume
- Capacity to work independently and with stakeholders in order to enhance the Guest Experience relevant / innovative products, services and programs
- Experience in the similar position in 5 stars hotel
- VIP guest service experience
- Has 3-4 years of relevant experience in 5 hotels or resorts
- Coordinates and liaises with various departments to ensure the resort provides highest level guest experiences
- Personally inspects VIP and Special Attention guestrooms and ensures readiness for a perfect arrival experience
- Maintains a strong network of useful contacts in the service industry
7
Skills For Japanese Guest Experience Manager Resume
- Professional Disposition and strong leadership abilities
- Experience as a Front Office Supervisor, Assistant Manager or Duty Manager
- Experience in the hospitality industry
- Experience with complex guest resolution in a premium or concierge environment
- Manage guest expectations and experience in a high-volume environment
8
Skills For Guest Experience Manager, M&M s World Resume
- Previous experience in public relations or marketing
- Previous experience utilizing Guest Survey Programs (i.e. GEM)
- Large scale, fast-paced hospitality and/or gaming experience
- Previous experience in use of Micros Opera PMS
- Experience in the training and development of personnel
9
Skills For Guest Experience Manager Resume
- Management experience in a non-union and union environment required
- Sitting behind a desk for up to 90% of the working day
- Performing root-cause analysis, problem resolution & prevention plans, following-up on necessary actions and implementation
- Merchandising competency in creating adjacency plans that support both financial goals and profile of the location
- Checking that procedures are being followed so that quality is maintained and enhanced
- Working knowledge of a hotel property management system such as Opera
10
Skills For Assistant Guest Experience Manager Resume
- Ongoing guest service feedback analysis
- Implementing strategies to improve guest relations, loyalty, and overall satisfaction through special projects and continuous improvement initiatives
- Blocking VIP Rooms in co-ordination of the Executive Housekeeper daily
- Meeting Groups upon check-in and inform Sales Department and F & B Desk same time
- Conducting interviews to select the highest quality new team members and ensure overall department retention
List of Typical Responsibilities For a Guest Experience Manager Resume
1
Responsibilities For Assistant Guest Experience Manager Resume
- Oversee Safety/Security program for the Director’s Set and Warner Archives. Ensure all employees are properly trained and using approved procedures and equipment. Seek out solutions to issues as they arise. Uphold Emergency Procedures and testing as needed
- Monitors the effective visual appeal of all ‘experience’ points throughout attraction evaluating effectiveness and recommending improvements
- Communicates regularly with the Corporate Guest Experiences Department to dialogue and discuss guest experiences and continuous improvement efforts
- Have a good understanding of feature programs and presentations within the space
- Ensure adherence to the attached task list which provides a framework to the Guest Experience Manager’s role
- Attends MIS Guest Experience meetings/trainings as required
- Work/partner with the Assistant General Manager at a Flagship Center to achieve the Guest Experience goals within the Center
- Work closely with the Education Specialist to ensure that new Guest Experience programs are educationally correct and factual
- Identifies and executes a strong succession plan for all levels within your remit
2
Responsibilities For Royal Service & Guest Experience Manager Resume
- Training, cross-training, and retraining (when necessary) all Front Desk Associates
- Strength in building new relationships and fostering existing ones while driving synergy and partnership opportunities
- Communicate a compelling vision that inspires exceptional Guest service, translating and integrating that vision into operational processes
- Represent the customer's views during intra-property meetings pertaining to service, event planning and new product introductions
- Manage projects strategically, while being hands-on and detail-oriented, acting as a catalyst for making things happen
- Responsible for the coordination and presentation of offerings, integrating and supervising all show elements
- Role model and hold the team accountable for ensuring an environment where Guest and Cast safety is the first filter in decision making
3
Responsibilities For Employee & Guest Experience Manager Resume
- Train and manage opening and closing procedures for Concierge Desk
- Responsible for communicating and coaching all center team members as it relates to Mystery Shop program and scores
- Supervises and approves the budgeting and ordering of supplies
- Manages the hotel car park, including permit holders and drives car parking revenue
- Monitor daily staffing levels, anticipate shift coverage needs based on demand and manage supplies, stock and operating expenses
- Maintain high standards of personal appearance and grooming outlined by FHR grooming policy for colleagues
- Coordinates the receiving, logs, and reports all guest correspondence including written, e-mail and phone
- Promote and develop team-oriented philosophy stressing the importance for providing unparalleled commitment to excellence in service, teamwork, and respect
4
Responsibilities For Senior Guest Experience Manager Resume
- Make immediate decisions as it relates to driving sales and satisfying the Guest
- Address and facilitate solutions to guest’s complaints during events
- Delivers all Marketing & Operational Events within the Attraction in line with cost of sale and delivery of department annual budget requirements
- Be knowledgeable about all Front Office Standard Operating Procedures
- Uphold the Hotel’s commitment to gracious hospitality and follow through on staff courtesy training programs
- Work within the Hotel budget, practice aggressive selling techniques, maintains continuous control of the Room Rack to ensure maximum Room Revenue
- Receive information from the previous shift manager and pass on pertinent information to the oncoming Manager (Log book)
5
Responsibilities For M&M s World Guest Experience Manager Resume
- To conduct weekly training sessions
- Lead the management of all text message communication through ‘Kipsu’ guest engagement software (Service oriented guest text messaging platform)
- Actively participates in the Fairmont Kea Lani’s environmental program and department specific initiatives in working towards sustainable operations
- Promotes a work environment that focuses on Health & Safety, conscious and actively involved in maintaining a safe work environment
- Guest pre-arrival notifications and detailing reservations, especially VIPs and high tier LP members
- Manage Guest billing concerns and Front Desk shared inbox
- Ensures that all department equipment is in proper working condition and that department areas and storerooms are clean
6
Responsibilities For Guest Experience Manager, M&M s World City Resume
- Serve as a change agent, taking calculated risks to integrate processes, remove barriers and align performance goals
- Train, coach and manage all service programs including Package Check, Answers On The Spot, Gift Card, etc
- Organize, communicate and deliver Weekly Warm Ups for all work groups in a centrally located area of the shopping center
- Own, communicate and drive center Net Promoter Score (NPS) via various channels including Charge It Spot, Answers On The Spot and Review Tracker
- Respond to employee and escalated guest challenges in a professional and timely manner, achieving positive resolutions
- Prepare weekly departmental schedules based on forecast models and varying business volumes
- Review and approve requests for days off, vacations and leaves of absence in accordance to staffing levels and business volumes
7
Responsibilities For Japanese Guest Experience Manager Resume
- Continuously evaluate proper staffing levels
- Create, prepare and implement new policies and procedures. Oversee execution of department training of all policies and procedures
- Research and analyze existing data and trends, take action to reduce costs and improve service levels
- Display engaging and motivational leadership style and approach
- Actively monitor and manager KPI scores daily/weekly/monthly/YOY to show improvements, while also driving high scores for each room product score
- Analyze and prepare necessary reporting and facilitate location visits with all key strategic partners
- Review weekly/monthly reporting and create action plans to enhance business results
- Assist guests with all enquiries or special requests during their stay
8
Responsibilities For Guest Experience Manager, M&M s World Resume
- Work with the Housekeeping, Fairmont Gold & Front Office teams when needed
- Oversee the execution of Owner Events and Parties in addition to ensuring Concierge participation
- Implement Forbes training to hotel
- Develop a quality oriented approach in tackling requests to ensure consistency of service at all times
- Run monthly reports with analysis of dispatch times, productivity and more appearing glitches
- Ensure quality of data is maintained within the property management system enabling accurate guest history and sales information
- Be a team-specialist. Provide an outstanding culture of communication
- Has a perfect understanding and clear vision of the brand’s guest promise, is exemplary in their manner and behavior
9
Responsibilities For Guest Experience Manager Resume
- To supervise the maintenance of Departmental Operating Procedures, in line with Sofitel standards
- To lead improvement group of ambassadors to find solutions to issues and/or to improve low scoring
- Has a perfect understanding and clear vision of the brand's guest promise, is exemplary in their manner and behavior. Is a coach and a project leader
- Familiarity with Walt Disney World® collective bargaining agreements
- Work a flexible schedule including Weekends, Holidays and Overnight Shifts
- Familiarity with Walt Disney World® World collective bargaining agreements
- Flexibility to work various shifts including evenings, overnights, weekends and public holidays
- Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed, each wearing a nametag
- Chairs Weekly Guest Voice review meeting
10
Responsibilities For Assistant Guest Experience Manager Resume
- Lead by managing through change and adversity
- Have the ability to see the bigger picture possessing a proactive nature
- Lead, inspire, engage, coach and develop a highly diverse, multi-cultural team in delivering exceptional guest service
- Partner closely with the resort hotel Front Office, Engineering Services and other teams to ensure delivery of clean and ready rooms
- Room inventory monitoring
- Conduct station-less VIP check-ins using electronic resources
- Create guest service training programs and awards for employees
- Create analytical reports relating to guest feedback from all sources
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