Stephanie McLean
Sarnia,ON
Summary
Results-driven Guest Services Manager with several years of experience managing teams in providing outstanding services. Reputation for deftly addressing concerns and transforming dissatisfied guests into loyal customers through keen listening and problem-solving. Eager to contribute to multi-site hospitality operations Seasoned Guest Services Manager with background in high-end hospitality industry. Managed guest relations and provided top-notch customer service, maintaining strong focus on creating exceptional guest experiences. Skilled in conflict resolution, team leadership, and building positive relationships with guests and employees alike. Significant impact noted through consistent positive guest feedback and improved team morale.
Overview
5
5
years of professional experience
Work History
Guest Services Manager
Gateway Casinos & Entertainment Limited
Sarnia, Ontario
07.2022 - Current
- Analyzed data from multiple sources such as sales reports and occupancy rates to identify trends and make recommendations for improvements.
- Resolved customer complaints promptly and professionally while ensuring a high level of customer satisfaction.
- Performed various administrative tasks such as updating databases, preparing reports and responding to emails.
- Assisted in budgeting activities related to Guest Services department expenses.
- Developed promotional campaigns aimed at increasing sales volume.
- Created reports on daily transactions and sales activity for management review.
- Ensured proper maintenance of facilities used by guests.
- Addressed customer concerns promptly and professionally.
- Collaborated with other departments within the organization to ensure smooth functioning of operations.
- Negotiated contracts with vendors or suppliers when needed.
- Assisted in the recruitment, training and management of Guest Service staff.
- Coordinated special events or activities related to guest services.
- Monitored customer service operations to ensure quality standards were met.
- Managed inventory of supplies necessary for providing excellent customer service.
- Provided support with day-to-day operational issues related to guest services.
- Identified areas of improvement in order to maximize efficiency of operations.
- Coached staff on strategies to enhance performance and improve customer relations.
- Delegated work to staff, setting priorities and goals.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Built and maintained productive relationships with employees.
Dual Pit Manager
Caesars Windsor
Windsor, ON
10.2019 - 07.2021
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth table games operations
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs
- Effectively supervised staff of 25-40 approx
- Personnel by implementing company policies, protocols, work rules and disciplinary action
- Entered numerous variations of data into CMS, implementing tight safeguards to secure financial and personal information
- Used my gaming expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Effectively managed the daily scheduling of dealers and floor supervisors, and maintaining business levels
- Optimized productivity, streamlined program efficiency, and boosted profitability
- Spearheaded training initiatives to improve employee performance and bottom-line business results
- Recruited and trained new employees, including monitoring and review of individual performance
- Handled over $10,000,000.00 in funds each day in fast-paced casino environment
- Inputted customer data into HECMS system, safeguarding financial and personal information to avoid breaches
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Generated reports to assess performance and adjustments
- Extended existing customer relationships through extensive communication and tried-and-true marketing strategies
- Mitigated risk by ensuring regulatory compliance for required licensing
- Reviewed employee performance every month and delivered constructive feedback to improve weaknesses
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction
Education
Business And Digital Marketing Diploma - Business And Marketing
Cdi College
01-2022
Skills
- Customer service
- Data analysis
- Budget management
- Inventory management
- Event coordination
- Staff recruitment
- Sales promotion
- Conflict resolution
- Interpersonal communication
- Team collaboration
- Verbal and written communication
- Training and mentoring
- Profit and loss understanding
- Guest engagement strategies
Affiliations
- outdoor activities: hiking, biking, water sports, archery,
- artistic hobbies: pyrography, painting, photography, wood working,
References
References available upon request.
Timeline
Guest Services Manager
Gateway Casinos & Entertainment Limited
07.2022 - Current
Dual Pit Manager
Caesars Windsor
10.2019 - 07.2021
Business And Digital Marketing Diploma - Business And Marketing
Cdi College
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