Liz Hayward
Hospitality
Indian Wells,CA
Summary
SUMMARY OF QUALIFICATIONS
- Possesses a Passion for Guest Centric Hospitality that promotes a high percentage of returning guests and excellent guest experiences
- Proven and Accomplished Leader that gets Results in Guest Surveys
- Manages and Fosters an environment that is highly collaborated and motivating
- Excellent Project Manager that communicates concisely end goals that are met
- Experienced Leader that is driven to meet financial goals with budget perimeters
- Utilizes keen Problem-Solving skills to ensure the best outcome
Overview
17
17
years of professional experience
Work History
Guest Services Manager
The Sands Hotel and Spa
05.2023 - Current
- Drive the efforts of the organization to exceed our NPS Goals, 80%+.
- Supervise the Guest Services Team ensuring adherence to policies, procedures, and "Best in Class" customer service standards, while fostering a positive work environment.
- Leverage Guest Feedback to identify areas for improvement and implement necessary changes in staff training, and/or property opportunities.
- Partner with Leadership Team to create memorable experiences for guests during their stay.
- Increased repeat business through exceptional gracious service, and personalized follow-up communications.
- Assist the General Manager with Property Project Management, Cash Reconciliation, and All System rollouts.
Front Desk Supervisor
Coeur D'alene Resort
08.2021 - 04.2023
- Demonstrated exceptional customer service by addressing guest inquiries and concerns promptly time and time again.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests. I was recognized through Guest Surveys, Group Planners, Letters to the President and Face to Face Feedback to my Managers on my ability to perform under pressure with grace, agility, and superior professionalism.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
Private Nanny/Home Manager
Dr. David Bartels
09.2018 - 08.2021
- Developed strong relationships with parents, maintaining open communication about each child''s progress and needs.
- Provided a safe, healthy, and thriving environment for three children on a daily basis.
- Built a positive and nurturing environment for the children that ranged from 7 months - 3.5 years old that allowed continued development, stimulation, engagement and trust.
- Ensured their physical abilities, emotional feelings, social skills, and intellectual capacities moved in a positive manner.
Sales & Marketing Coordinator
Doma Coffee Roasting Company
01.2017 - 12.2017
- Conducted market research to identify potential customers and analyze competitor strategies.
- Supported email marketing initiatives by drafting content and monitoring campaign performance.
- Organized product demonstrations and training sessions for new and existing clients.
- Coordinated marketing campaigns and promotional events to boost brand awareness.
- Partnered with all accounts, to determine business needs, assortments, marketing plans, growth opportunities, inclusive of National Wholesale Grocers, Local and Regional Grocers, Cafes, and Drive-Thrus.
Director of Merchandising
Chico's FAS
05.2014 - 01.2016
Divisional Vice President
Coldwater Creek
07.2012 - 05.2014
Divisional Merchandise Manager
Eddie Bauer
09.2011 - 07.2012
Divisional Merchandise Manager
Chico's FAS
01.2008 - 05.2011
Education
Bachelor of Arts - Marketing
Arkansas State University
Jonesboro, AR05-1986
Skills
- Customer service
- Multitasking proficiency
- Exceptional communication
- Implementing policies
- Guest relations
- Complaint resolution
- Budgeting and financial management
- Personnel management
Timeline
Guest Services Manager
The Sands Hotel and Spa
05.2023 - Current
Front Desk Supervisor
Coeur D'alene Resort
08.2021 - 04.2023
Private Nanny/Home Manager
Dr. David Bartels
09.2018 - 08.2021
Sales & Marketing Coordinator
Doma Coffee Roasting Company
01.2017 - 12.2017
Director of Merchandising
Chico's FAS
05.2014 - 01.2016
Divisional Vice President
Coldwater Creek
07.2012 - 05.2014
Divisional Merchandise Manager
Eddie Bauer
09.2011 - 07.2012
Divisional Merchandise Manager
Chico's FAS
01.2008 - 05.2011
Bachelor of Arts - Marketing
Arkansas State University
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