Linda Matthews
Lake City
Summary
Resourceful Hospitality Manager known for high productivity and efficient task completion. Possess specialized skills in guest relations, operational management, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring positive experiences for both guests and staff. Committed to maintaining quality standards and improving service delivery.
Overview
19
19
years of professional experience
Work History
Hospitality Manager
Crossroads Hospitality Group
Lake City
11.2017 - Current
- Assisted guests with inquiries about local attractions or other information related to their stay.
- Created detailed reports on occupancy levels, revenue statistics, customer feedback.
- Conducted regular meetings with management team to discuss operational issues, review goals, and develop strategies for improvement.
- Drafted press releases announcing new products or services.
- Maintained relationships with key customers through regular communication.
- Generated ideas to increase sales through creative promotions.
- Conducted customer research to gain insights into consumer behavior.
- Managed social media accounts and campaigns.
- Performed market analysis to better understand target audiences.
- Developed and implemented marketing plans for new products.
- Analyzed market trends to identify potential opportunities for growth.
- Developed social media marketing strategies to help brand company and increase sales.
- Performed follow-up calls to verify customer satisfaction after resolution of an issue.
- Processed orders and returns over the phone while ensuring accuracy of information entered into system.
Customer Service Representative
Belk Department Store
Myrtle Beach
07.2010 - 10.2016
- Provided exceptional customer service to ensure customer satisfaction.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified opportunities for upselling additional products or services based on customer needs.
- Assisted in developing pricing strategies that maximize profits while maintaining customer loyalty.
- Maintained relationships with key customers through regular communication.
- Collaborated with internal teams on product launches and advertising strategies.
- Developed and implemented marketing plans for new products.
- Analyzed market trends to identify potential opportunities for growth.
- Utilized various software programs including Microsoft Word, Excel, and Outlook to complete job tasks efficiently.
- Maintained a professional demeanor while handling customer calls.
- Greeted callers and identified their needs quickly and accurately.
- Answered incoming calls and directed them to the appropriate department or individual.
- Answered calls in pleasant, calm voice and asked appropriate questions to direct callers to proper individuals.
- Connected incoming calls quickly using multi-line telephone system to minimize hold times.
Hospitality Associate
Myrtle Beach Resort Vacations
Myrtle Beach
07.2006 - 09.2010
- Processed payments and handled cash transactions accurately.
- Monitored inventory levels of supplies needed for operations on a regular basis.
- Responded promptly to customer inquiries, complaints, or requests for assistance.
- Greeted guests and provided a warm welcome to all visitors.
- Assisted with check-in and check-out procedures for guests.
- Maintained cleanliness of public areas and guestrooms according to standards.
- Provided information about hotel services, amenities, and local attractions.
- Assisted management with administrative tasks such as filing documents, processing paperwork.
- Analyzed data from past bookings and reservations in order to make informed decisions about future promotions and marketing strategies.
- Answered incoming calls and replied to emails to answer guests regarding pricing, accommodations and service concerns.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Delegated work to staff, setting priorities and goals.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Met daily call targets while providing excellent customer service.
- Answered incoming calls promptly and professionally.
- Utilized computer systems to track orders, check inventory levels, process payments and update customer accounts.
- Provided support during peak calling periods by taking extra shifts when needed.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Resolved issues swiftly through meticulous research and quick decision making.
- Delivered high level of service to clients in effort to build upon relationships for future.
Education
Managers Certificate And Food Handlers Certificate - All
ServeSafe
Online11-2022
Some College (No Degree) - Customer Service
LinkedIn Learning Courses
Olin, NCSome College (No Degree) - Customer Service Related Courses
Coursera
OnlineSkills
- Customer service
- Revenue management
- Occupancy analysis
- Marketing strategy
- Inventory management
- MS word, excel, and outlook
References
References available upon request.
Timeline
Hospitality Manager
Crossroads Hospitality Group
11.2017 - Current
Customer Service Representative
Belk Department Store
07.2010 - 10.2016
Hospitality Associate
Myrtle Beach Resort Vacations
07.2006 - 09.2010
Managers Certificate And Food Handlers Certificate - All
ServeSafe
Some College (No Degree) - Customer Service
LinkedIn Learning Courses
Some College (No Degree) - Customer Service Related Courses
Coursera