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Amy Wesley Resume (1)
- 1. Amy Wesley 2680 32nd Street,#22, Santa Monica, CA T: 310.904.9647 E: Amy.Wesley22@gmail.com AW Experience Assistant Director of Housekeeping, JW Marriott Santa Monica Le Merigot Santa Monica, CA July 2013-present Accomplishments • Assisted in training new employees and continuation of learning for existing employees. • Responsible for following up with guest recovery issues to ensure the guest was ultimately satisfied with their entire stay • Delegated responsibilities and tasks to the housekeeping team on a daily basis to ensure a smooth operation • Ensured cleanliness of hotel, as reflected by service scores and quality assurance inspections. • Completed brand required training, Property Management System training to properly understand room statuses and delegation of room assignments for room attendants. • Oversaw lost and found and proper recording, storage, and communication to various departments. • Completed and ensured guest requests for cleaning times or specifications are met in a timely manner. • Attended necessary meetings, both departmentally and inter- departmentally, to ensure proper communication was fostered to ultimately benefit the operation and service of the hotel. • Reported directly to the Director of Housekeeping • Assisted in leading the team in getting the Hotel out of the “Red Zone” category Guest Service Agent/At Your Service Operator, JWMarriott Santa Monica Le Merigot Santa Monica, CA Jan 2013-July 2013 Accomplishments • Greeted and registered incoming guests • Anticipated and addressed guests’ needs • Maintained efficient and effective flow of information with guests and all internal departments • Resolved administrative problems by coordinating preparation of reports, analyzing data and identifying solutions • Designated and relayed tasks to internal departments including but not limited housekeeping, engineering, banquets and room service
- 2. • Developed andmaintained relationships with guests in order to ensure a “Perfect 10’ experience with every stay • Complied with quality assurance standards and procedures • Processed guest folios and received payment • Administered and managed cash handling responsibilities • Answered, recorded, processed and input any and all guest issues, requests and incidents into Guestware • Used personal judgment to determine when/if guest recovery amenities are appropriate; If so, responsible for creating and processing room service reports Assistant Manager, JosephMartin Hair and Beauty Beverly Hills, CA May 2012-Jan 2013 Accomplishments • Set up and confirmed appointments • Maintained booking knowledge of stylist and client requirements • Perform opening and closing duties • Greeted clients and followed up upon departure to ensure they had a quality experience • Answered extremely high volume of calls • Reviewed and analyzed reports in order to guarantee payroll is correct • Anticipated client needs and coordinated flow of salon • Performed light accounting and billing duties • Upsold services and retail at every opportunity • Resolved any client and/or employee conflicts Guest Service Agent, Mr. C BeverlyHills Beverly Hills, CA May 2011-June 2012. Accomplishments • Answered, recorded, and processed all guest calls, messages, requests, questions, or concerns • Anticipated and addressed guests' service needs with high- end clientele (celebrities, CEOs, etc.) • Developed and maintained positive working relationships with others • Complied with quality assurance expectations and standards • Assigned amenities and ensured deliveries to VIP guests • Resolved guest complaints • Carried out various front office tasks including front desk, PBX, and concierge • Performed guest and group registration as well as cashier duties
- 3. • Refined andreinforced strong interpersonal and communication skills Sales Coordinator, Marina International Hotel & Bungalows Marina Del Rey, CA Dec 2010-May 2011 Accomplishments • Developed and maintained relationships with guests • Created group blocks, resumes, BEOs and rated agreements • Tele-prospected, cold called, and researched potential clients • Reported directly to and assisted the Director of Sales • Conducted site tours of property • Followed up consistently with clients to ensure their experience with the hotel was exceptional • Coordinated all the departments within the hotel and arranged social functions for up to 125 guests • Learned management skills including task designation, performance evaluation, and customer service Front Desk Associate, SpringHill Suites/TownePlace Suites by Marriott Manhattan Beach, CA Aug 2010-Dec 2010 Accomplishments • Reviewed and evaluated documents such as guest prepay lists, variance reports and guest ledgers which requires a great attention to detail and knowledge • Performed guest and group registration as well as cashier duties • Developed excellent guest service skills • Resolved intra-organizational conflicts and advised co- workers Front Desk Associate, Courtyard by Marriott Downtown Omaha, NE, Sep 2007-Aug 2010 • Answered, recorded, and processed all guest calls, messages, requests, questions or concerns • Anticipated and addressed guests' service needs • Developed and maintained positive working relationships with others • Complied with quality assurance expectations and standards Education Universityof Nebraska at Omaha Bachelor of Science in Organizational Sociology, Aug 2010 Concentration in Diversity Planning and Management
- 4. Computer Skills and Training/Certifications •Completed extensive coursework in minority relations; 4 1/2 years of Spanish coursework • Completed extensive coursework in HR studies • Keyboard skills at 100+ WPM • Microsoft Office, Excel, Word and Powerpoint proficient • Ability to operate office equipment quickly and efficiently • Opera, Epitome, PMS, FOSSE, GoConcierge, HotSOS and Guestware Trained Activities References • Worked as a consultant for the American Red Cross as part of a Sociology of Formal Organizations course • Studied and analyzed structure of the organization and developed recommendations for its overall improvement • Volunteered for the National Inclusion Project (Formerly Bubel-Aiken Foundation) from 2006-2010 • Headed the Project's annual Wrapping For Inclusion event as City Team Leader from 2008-2010 Available upon request