Guest Service Manager Resume Sample by mplett

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									JESSE KENDALL
123 Elm Street ▪ Miami, FL 33183
305-555-5555 ▪ jkendall@notmail.com

GUEST SERVICES MANAGEMENT
HOTEL DIRECTOR OF ROOMS / ROOMS DIVISION MANAGER


PROFESSIONAL EXPERIENCE
Guest Service Manager / Front Office Manager
ABC Hotel – Miami, FL, 20xx to Present
(Four-diamond, full-service hotel with 409 rooms, 14,000 square feet of meeting space, three F&B outlets,
fitness center, pool, and spa services; $25 million annual revenue.)
Direct all front desk, concierge, and guest service operations with full fiscal responsibilities, including budgeting
and forecasting. Supervise 40 managers, supervisors, and hourly employees. Prepare and conduct
performance evaluations. Schedule staff in accordance with labor standards and occupancy rates. Control
expenses to ensure profitability without compromising guest satisfaction. Develop short- and long-term financial
and operational objectives.
Key Accomplishments:
 Managed all pre-opening front office functions. Developed standard operating procedures. Purchased
   equipment, supplies, and uniforms. Designed front desk and guest service bell stand to ensure smooth
   operation. Forecasted labor expenses. Established a comprehensive training program. Recruited, hired, and
   trained all front office staff.
 Achieved and maintained the Hartford area’s only four-diamond AAA rating.
 Reached top 25% of guest service satisfaction (GSS) scores of 343 Marriott hotels nationwide.
 Increased average monthly revenue by $1,200 through several incentive programs, and slashed labor
   expenses while providing superior guest service.
 Suggested and implemented daily operational procedures to ensure total guest satisfaction.
 Earned Manager of the Year (20xx) award.

Guest Service Manager / Front Office Manager
BCD Plaza Hotel – Miami, FL, 20xx to 20xx
(First-class, full-service hotel with 350 rooms, 8,000 square feet of meeting space, two F&B outlets, fitness
center, and pool; $18 million annual revenue.)
Managed front desk, PBX, bellmen, transportation, and reservation departments. Hired, trained, coached, and
supervised up to 32 employees. Scheduled staff according to forecasted occupancy and labor standards;
assigned daily tasks. Administered Guest Service Tracking System (GSTS). Ensured security protocols were
followed for hotel accounting, credit control, cash transactions, and guest safety.
Key Accomplishments:
 Promoted to Guest Service Manager.
 Selected to chair the GSTS committee.
 Improved GSTS score by 15 points within one year.

Guest Service Manager / Front Office Manager
CDE Hotel – Miami, FL, 20xx to 20xx
(First-class, full-service hotel with 160 rooms, 4,000 square feet of meeting space, two F&B outlets, and fitness
center; $5 million annual revenue.)


EDUCATION
Operational Management Diploma, 20xx
XYZ University (Hospitality Industry Management School) – Miami, FL
Graduated with honors; top 10%
Creating a Compelling Cover Letter
A powerfully written cover letter is necessary to land most interviews and ensure job search success. When an
advertised position creates a pile of 100+ resumes, it becomes the responsibility of the hiring personnel to
shortlist the applications. Resumes without cover letters are usually the first to go, followed by the ones with
poorly written cover letters. Avoid this fate by following these effective strategies:


Address your cover letter appropriately:
Be sure that you get the name of the hiring manager before sending your resume, and address the letter to that
individual. The proper greeting will be either “Dear Mr. (Smith),” or “Dear Ms. (Smith).” Avoid using Miss or Mrs.,
and do not address your letter to “Dear Sirs,” as it is considered inappropriate. If you are unsure of your
contact’s gender, address them by their first and last name, as in “Dear Pat Smith,” to avoid an embarrassing
mistake. If you don’t know the name of the hiring manager, simply use the greeting “Dear Hiring Manager,”– it’s
clear, to the point, and gender neutral.


Get to the point in your opening paragraph:
One of the most common interviewing questions employers ask is “Why should I hire you among other
candidates?” Provide an answer to that question right off the bat in your opening paragraph. This is a very
important section because it is the first thing the employer will read. It must be powerful and make an immediate
impact. Be sure sell yourself and your unique abilities. Do not use a generic opening paragraph that can apply to
any Tom, Dick or Harry.
Every line should sell you, so use aggressive language here and throughout the rest of your cover letter. For
example, instead of writing “My background is in finance management, making me well-suited for your
advertised Corporate Finance Director position.” you can write “A background in finance management and a
proven record of developing effective strategies that drive revenue, growth and shareholder value make me a
strong candidate for your advertised Corporate Finance Director position.”


Show your interest and sell your accomplishments in the body of the letter:
In this section, you need to show your interest in the job and the company. Research is a key ingredient to a
successful job search. The more you are able to demonstrate your interest and knowledge about a company,
the better your chances are to secure an interview. Get to know the company’s mission and new corporate
initiatives, and tell them how you can help them meet their objectives or resolve their problems. Praise the
company for public recognitions or recent accomplishments. The employer will surely take notice of your active
interest.
Use “I” and “my” sparingly. Try not to use these words more than six times in your cover letter. You need to
focus on what you will bring to the company and how you will help them improve their profitability. Too much use
of the word “I” will also make your letter look elementary and poorly written.
For executive-level candidates and professionals with substantial achievements, a bullet point format is often
the most effective and efficient way to highlight accomplishments. If you fall into this category, be sure to keep
the bullet point statements unique and fresh. Do not copy and paste the exact same phrases from the resume
as it will make you look lazy. All sentences and achievements transferred from the resume should be rephrased.


Close your letter with a strong paragraph:
In the closing paragraph, you need to address several issues. At the very least, you need to ask for the interview
and provide contact information. This is also the ideal place to mention your salary requirements (if the employer
insists on it), or your desire to relocate.
To demonstrate your drive and interest, mention that you will call within a week to follow up. This is a great way
to ensure the resume was successfully received, and it creates an opportunity to establish a dialog. However,
do not mention this in your cover letter if you do not intend to follow up.

In summation, an aggressive and dynamic cover letter will help you stand out among the competition.
Remember that the goal is to market yourself – not to compose a dull biography.

								
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