Hospitality Team Leader Resume
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Professional Summary
Dynamic and results-driven Hospitality Team Leader with over 8 years of experience managing teams across diverse and fast-paced hospitality environments. Adept at enhancing customer satisfaction, optimizing daily operations, and developing high-performing teams capable of delivering excellent guest experiences. Possess strong leadership, communication, and problem-solving skills crucial for improving team dynamics, ensuring smooth business operations, and consistently achieving organizational goals. Passionate about driving operational excellence and providing outstanding customer service to enhance overall brand reputation.
Work Experience
Hospitality Team Leader
Grandview Hotel — Chicago, IL | November 2054 - Present
Led and managed a team of 20 hospitality staff, ensuring exceptional guest services and creating a positive, productive work environment.
Implemented standard operating procedures (SOPs) that increased operational efficiency by 25% within the first year, significantly reducing delays and improving service times.
Designed and facilitated bi-monthly training workshops to upskill team members in customer service, resulting in a 95% guest satisfaction score and improved team cohesion.
Conducted performance reviews and established clear KPIs, contributing to a 20% increase in employee retention over two years.
Spearheaded cross-departmental initiatives with housekeeping and kitchen staff to streamline operations and enhance guest experiences.
Assistant Front Office Manager
Sunset Resort — Miami, FL | July 2050 - October 2054
Assisted in managing the front office operations, overseeing guest check-ins, check-outs, and daily interactions, and ensuring top-tier customer service.
Supervised and trained a team of 10 front desk agents, setting clear service standards that resulted in a 30% improvement in guest satisfaction ratings.
Worked closely with the housekeeping and maintenance departments to ensure quick resolution of guest complaints and requests, achieving a 40% reduction in service response time.
Successfully initiated a customer loyalty program that contributed to a 30% increase in repeat bookings within the first 18 months.
Managed scheduling, shift assignments, and team rosters to ensure 24/7 coverage and smooth shift transitions.
Skills
Leadership and Team Management: Expert in leading and motivating diverse teams to achieve high standards of hospitality service.
Customer Service Excellence: Proven ability to resolve customer issues efficiently and exceed guest expectations.
Operational Efficiency: Skilled in streamlining processes to increase productivity and service speed.
Conflict Resolution: Adept at handling guest complaints and internal conflicts calmly and effectively.
Event Planning and Coordination: Experience in coordinating large-scale events, ensuring smooth execution.
Time Management: Highly organized with the ability to manage multiple tasks and prioritize effectively under pressure.
Education
Bachelor of Science in Hospitality Management
Certifications/Training
Certified Hospitality Supervisor (CHS) – American Hotel & Lodging Educational Institute
First Aid and CPR Certification – American Red Cross
Advanced Customer Service Training – Global Hospitality Academy
Event Management Certification – National Hospitality Association (NHA)
Achievements/Accomplishments
Awarded "Team Leader of the Year" at Grandview Hotel for significantly improving team performance, efficiency, and guest satisfaction.
Recognized for implementing a new check-in process, reducing guest wait time by 15%, and enhancing overall guest satisfaction metrics.
Successfully coordinated a major hotel renovation project, completing it under budget and ahead of schedule, with minimal disruption to daily operations.
Launched a guest feedback initiative that increased online reviews and ratings by 40%, boosting the hotel's digital reputation.
Developed and implemented a staff recognition program, leading to a 10% increase in employee morale and a noticeable improvement in service quality.
References
Available upon request.
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