Customer Service Management

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LaVerne McGuigan

Experienced Customer Service / Administrative Professional

acvotj@r.postjobfree.com

Summary

Front Office and Administrative professional with over ten years of experience. Manage front office procedures and policies, manage and develop records and files, supervise office operations to ensure integration of activities, communication and office procedures are efficiently coordinated. Excellent people skills, equally good at leading and serving on teams. Outstanding oral and written communication skills, innovative and results-proven professional, provides superior customer service. Strong organizational, planning and problem- solving skills. Manage, prioritize and execute daily work effectively. Ability to communicate professionally with all staff levels, and both internal and external customers, concisely and effectively. Experience

Administrative Assistant at SALON 8227 LLC

June 2015 - Present (9 months)

Guest Service Representative at Red Door Spa

September 2014 - Present (1 year 6 months)

Leadership: Communicates with guests and staff by demonstrating professionalism, friendliness, sophistication and confidence. Maintains highest professional standards of service, appearance, and behavior. Oversees daily activities of reservations and front desk teams to ensure that related operations run smoothly and efficiently. Receives guest concerns and determines proper course of action, resolving in a professional, timely and mutually satisfactory manner. Communicates guest volume and schedules to GSM and AGM, assisting in the preparation of weekly work schedules including requests for time off to ensure appropriate staffing coverage. Assists GSM with training new GSRs. •Guest Service: Assist spa leadership team in creating an outstanding experience for guests. Answer incoming calls in a timely manner. Receive, input, retrieve and relay messages to guests. Field guest complaints, conduct research to resolve and negotiate solutions for guest satisfaction as needed. Assist guests with check-out including, but not limited to, ensuring services and/or products are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment. Demonstrate a thorough knowledge of spa information including service categories and rates, packages, promotions, the local area and other general product knowledge •Administrative: Work with minimal supervision and follow written and verbal work instructions. Maintain guest database •Inventory control: Inclusive of shipment reconciliation, pricing and stocking

Front Desk Manager at Nusta Spa

June 2010 - September 2014 (4 years 4 months)

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Communication & Client Relations - Welcome clients at Nusta Spa and schedule appointments for massage, facials, salt scrubs, herbal wraps and waxing - Perform additional daily front desk operations at the Nusta Spa, including office organization and payment processing. - Act as primary contact for clients with spa inquiries/complaints, respond to a high volume of calls, scheduling packages, and invoicing. Sales & Marketing - Generate new business through incentive programs, mass mailings, and referrals from previous Nusta Spa clients. Management & Administration - Hire, train and supervise the Nusta Spa Front Desk staff, oversee departmental operations, and delegate tasks to ensure timeliness and accuracy. Lead Guest Service Agent at Monaco Washington DC, a Kimpton Hotel February 2008 - September 2008 (8 months)

Served as PBX Operator, Supervised Guest Service staff, greeted guests, resolved customer concerns and complaints, hired and trained guest services staff, energized and motivated teams through positive support, initiated favorable and speedy customer service standards, elevated all personnel performance, educated team to drive sales through using suggestive selling skills and promotions, communicated possible solutions to Management regarding customer service issues

Guest Service Agent at Rouge, a Kimpton Hotel

September 2006 - February 2008 (1 year 6 months)

Greeted guests and informed them about accommodations and amenities, created and modified reservations, served as hotel operator and concierge, used GuestWare software to execute clients' experiences. Courses

Certificate of Completion, Massage Therapy

Heritage Institute-Falls Church, VA

Massage Therapy

Skills & Expertise

Inventory Management

Performance Management

Marketing

Coaching

Data Entry

Guest Service Management

Administration

Invoicing

POS

Reservation

Switchboard

Administrative Assistants

Hospitality Management

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Hotel Management

Hospitality Industry

Hospitality

Food

Hotels

Customer Service

Event Management

MICROS

Rooms Division

Property Management Systems

Education

Heritage Institute-Falls Church, VA

Certificate of Completion, Massage Therapy, 2005 - 2005 Languages

English (Native or bilingual proficiency)

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LaVerne McGuigan

Experienced Customer Service / Administrative Professional acvotj@r.postjobfree.com

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