Houston, Texas, United States
At Club Quarters Hotels, as Guest Experience Manager since May 2022, the focus has been on enhancing guest satisfaction through efficient use of OPERA PMS and property management systems. The role involves fostering seamless hospitality services and operational excellence in hospitality management. With a certification in Massage Therapy from Gwinnett College-Sandy Springs and a background in customer service, the approach emphasizes professionalism and efficiency. The aim is to create memorable guest experiences while contributing to the success of the organization.
• Collaborated with cross-functional teams including marketing, operations, and sales to align guest experience initiatives with overall business objectives • Established strong relationships with key stakeholders such as vendors, suppliers, and partners to optimize the overall guest experience • Analyzed market trends and competitor offerings to identify opportunities for innovation in the guest experience journey • Oversaw the planning and execution of special events or promotions designed to create memorable experiences for guests • Developed metrics-driven performance evaluation criteria based on key performance indicators (KPIs) such as customer satisfaction scores or Net Promoter Score (NPS) • Resolved escalated customer complaints or issues in a timely and satisfactory manner, ensuring customer retention and loyalty • Developed and implemented crisis management protocols to handle emergency situations effectively while minimizing disruption to guests • Mentored and coached team members on professional development opportunities, fostering a culture of continuous learning and growth • Leveraged data analytics tools or software to gain insights into guest preferences, behaviors, or patterns for personalized experiences • Collaborated with the sales team on group bookings or corporate partnerships by providing tailored guest experience solutions • Fostered a positive work environment that promoted teamwork, collaboration, open communication, and employee engagement • Cultivated relationships with local attractions or businesses to offer exclusive perks or discounts for guests as part of an enhanced experience package • Increased repeat business by implementing targeted marketing campaigns based on customer segmentation analysis • Ensured compliance with all relevant regulations, policies, and safety standards related to guest interactions and services provided • Managed VIP programs or loyalty initiatives aimed at enhancing customer retention rates
• Greet all employees, contractors, visitors as they enter the building. • Constant use of multi-line telephones. • Activating/deactivating employee badges as needed. • Enforcing policies/procedures to ensure they are followed. • Building long-lasting relationships clients • Always ensuring employees, contractors, visitors are content/happy. • Observing cameras while looking for policy violations. • Ensuring buildings are safe.
• Ensuring that the bakery is adequately stocked with quality baking ingredients and supplies. • Ensuring that baking tools, utensils, and equipment are properly cleaned and sanitized . • Developing and implementing advertising and marketing strategies to attract new customers. • Creating suitable work schedules for staff members. • Appraising staff performance and carrying out the necessary disciplinary measures to address poor performance. • Training staff to produce high-quality bakery items while following proper food handling procedures. • Strategically arranging bakery items in display cases to encourage customer purchases. • Inspecting bakery items to ensure that established standards on quality, uniformity, and aesthetic appeal are met. • Resolving customer complaints in a professional manner. • Previous experience managing a bakery. • Sound knowledge of different baking techniques. • The ability to work under pressure.
• Oversee the restaurant condition and ensure that it complies with company policies & procedures as well as Health Department • Serving as a liaison between management & non-management team members by communicating assigned tasks to team members when store management is not present, reports disciplinary issues & customer service complaints to management. • Answering customer questions and complaints in a positive and attentive manner. • Stocking and maintaining shelves to ensure consistent appeal throughout the store. • Responsible & accountable for registering all related sales on an assigned cash register, including records for scanning errors, price verifications, items not on file, price modifications, and voids. • Learned to use P&L and store reports to positive changes • Food handling and food prep cooked and ready to eat foods, organized inventory, rotated stock to ensure freshness and avoid expiration. • Trainer for line service as well as BOH food prep.