Clift Hotel Work Values

Daily Duties at Clift Hotel:

1) Created and maintained the company's first customer loyalty program. It was eventually adapted and adopted by all the other hotels in the chain (13 hotels) resulting in a 15% increase in customer service satisfaction a 40% increase in my name appearing in customer comments. At one point I was #1 in the company (3000+ emplooyees) for name recognition by guests. 2) Developed relationships with 100+ regular guests, handling all aspects of their hotel business including reservations, room assignment, special requests, concierge services, transportation, additional booking for team members and account management. I was able to use those relationships to increase business at our other hotels and sell other services at our property, including a $550,000 weekend conference for MTV. 3) Responsible for analyzing customer feedback systems (Guest Survey and Secret Shopper) to provide the necessary information to management and staff about guest experience, performance results, ongoing issues and provided action plans with achievable goals. Created training programs based on the feedback to drastically reduce and/or eliminate these challenges and thereby increasing our overall customer service ranking from 9th (out of 13 hotel) to 6th during 2013. 4) Was the only employee/manager chosen to be part of the opening task force teams that opened all our new properties (6 in total). Responsibilities included project management, hiring, team building, training, and job description and Standard Operating Procudure documentation prior to opening each hotel. 5) As Manager on Duty (2-4 times a week) was directly responsible for Front Office staff of 35+ and indirectly responsible for all hotel staff on duty including other managers, housekeeping, engineering and all food and beverage staff (100+). Handled all procurement and billing for front office supplies, stationery and printing needs. 6) Acted as Chief Concierge, directly supervising team of 6 full time concierge including hiring, training, development, firing, yearly performance review and goal setting. In 2013, through a variety of coaching and discussion, was able to raise the team's ranking throughout the company from 9th in 2012 to 4th overall (out of 13), sometimes reaching #1 in various months. 7) Forged partnerships with local businesses enhancing Clift’s market position as much as 10% by creating unique and competitive offers including holiday shopping packages and Wine Country in the city packages. 8) Directly responsible for all high profile group needs. Working directly with Entertainment Sales department worked with group contact to ensure that all details of the group's requirements including room assignments, check in requests, transportation, housekeeping and departure were guaranteed. Entertainment sales at CLIFT was #1 from 2010-2012.

What they like about Clift Hotel:

You give high priority to hiring firms with prestige. Market reputation and prestige of a firm may be determined through on-line research, and conversations with individuals working in your target industry. Note that firms "in the public eye" receive a great deal more critical publicity and attention than those operating with more anonymity. So as you assess your employment opportunities, be sure to seek out the positive aspects of the firm's reputation in addition to noting negative publicity the company may have received.

Tags

Excel, Word, Opera, Pegasus Epitome, Data Analysis, Training, Management, Experience

Skills

MS Word, Excel, Training , Data Analysis and Reporting, Customer Service Specialist, Project Managing, Team Building, Employee Development, Client Relationship

These are some of the questions we asked our climbers about their experiences with Clift Hotel: