Giselle Wales
Avon
Summary
Productive Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Owner Services Manager
The Residences Bachelor Gulch - East West
11.2022 - 11.2024
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Managed day-to-day business operations with-in departments assigned to me.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Established foundational processes for business operations.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced operational risks while organizing data to forecast performance trends.
- Established team priorities, maintained schedules and monitored performance.
- Implemented strategies to enable team members to provide quality services to clients.
- Inspected equipment to maintain proper functioning during peak activity.
- Evaluated employee performance in quarterly and annual reviews.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Trained and certified employees on various equipment operations.
Front Office Manager
Marriott StreamSide
03.2020 - 11.2022
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Supervised and performed human resource management functions for subordinates.
- Established team priorities, maintained schedules and monitored performance.
- Created, prepared and delivered reports to various departments.
- Delivered performance reviews, recommending additional training or advancements.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Assisted HR manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Supervised staff of personnel by implementing company policies, protocols, work rules and disciplinary action.
Front Desk Manager
Marriott Vacation Club
10.2019 - 03.2022
- Coordinated with housekeeping, maintenance and security to meet all guest needs.
- Processed arrivals and departures for hotel guests, handling approximately 50 guests per shift.
- Designed employee work schedules to address complete operational needs.
- Resolved guest complaints by addressing issues with rooms promptly.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Front Office Supervisor
Marriott Vacation Club
08.2015 - 09.2019
- Prepared agendas and took notes at meetings to archive proceedings.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Created, prepared and delivered reports to various departments.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
Night Auditor
Marriott Vacation Club
08.2014 - 08.2015
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive and welcoming.
Guest Service Agent
Marriott Vacation Club
08.2014 - 08.2015
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Server
Lost Cajun
06.2013 - 08.2014
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Bussed and reset tables to keep dining room and work areas clean.
- Worked with POS system to place orders, manage bills and handle complimentary items.
Server
Montana's Smokehouse
06.2013 - 08.2014
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Cultivated warm relationships with regular customers.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
Lead Housekeeper
Vail Resorts Inc
11.2012 - 06.2013
- Trained and mentored all new personnel to maximize quality of service and performance.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Adhered to safety protocols by enforcing proper equipment usage.
- Drove improvements to workflow and room turnover with hands-on, proactive management style.
- Improved process efficiency through effective inventory control in alignment with client standards.
Events Manager
One Great Event
01.2006 - 01.2012
- Oversaw preparation and management of event budgets to deliver at or below projected costs.
- Hired and cross-trained staff members for various event-specific functions and assessed employees' understanding of associated processes and procedures.
- Managed administrative logistics of events planning, event booking and event promotions.
- Solicited feedback from clients to assess event success and uncover opportunities for improvement.
- Nurtured and built relationships with vendors, venues and industry contacts to obtain best pricing and services for events.
- Coordinated florists, photographers and musicians during for events.
- Developed and implemented successful marketing plans to generate event revenue.
Server
Shrimper's Bar And Grill
01.2006 - 01.2009
- Scheduled numerous reservations and managed seating arrangements simultaneously in high-traffic restaurant while maintaining calm, professional demeanor.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Education
South Fork High School
Stuart, FLSkills
- Oral and writing communication
- Documentation and control
- Proficient in Word, Excel, Publisher, Outlook
- Invoicing and Billing
- Training and Development
- Payroll and budgeting
- Policy and Procedure Modification
Accomplishments
- Awarded multiple company recognitions and yearly awards for high excellence and customer service
- Achievements in customer service trainings for all departments overseen
Certification
- CPR & First Aid Certification
- Etips Certification
References
Kate Strickland - Former Boss Director Of Rooms - (609) 670-4989
David McDaniel - Former Boss General Manager - (970) 214-6386
Jourdan Mitchell - Former Recreation Supervisor Reported to me - (207) 518-0110
Tres Crowder - Former Front Office Supervisor Reported to me - (970) 471-0232
Timeline
Owner Services Manager
The Residences Bachelor Gulch - East West
11.2022 - 11.2024
Front Office Manager
Marriott StreamSide
03.2020 - 11.2022
Front Desk Manager
Marriott Vacation Club
10.2019 - 03.2022
Front Office Supervisor
Marriott Vacation Club
08.2015 - 09.2019
Night Auditor
Marriott Vacation Club
08.2014 - 08.2015
Guest Service Agent
Marriott Vacation Club
08.2014 - 08.2015
Server
Lost Cajun
06.2013 - 08.2014
Server
Montana's Smokehouse
06.2013 - 08.2014
Lead Housekeeper
Vail Resorts Inc
11.2012 - 06.2013
Events Manager
One Great Event
01.2006 - 01.2012
Server
Shrimper's Bar And Grill
01.2006 - 01.2009
- CPR & First Aid Certification
- Etips Certification
South Fork High School
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