Blake Burns Email & Phone Number

New York, NY, US

Times Square, New York

Philadelphia, Pennsylvania, United States

• Implemented a comprehensive associate engagement strategy resulting in a year-over-year increase in front office engagement scores from 72 to a perfect 100.
• Developed successful upsell strategies and tactics that propelled total upsell revenue from $28,000 at 2022 year end to $125,000 at 2023 year end.
• Established multiple guest recognition programs to improve Intent to Recommend and Elite Appreciation by 1.0 and 0.9 respectively by 2023 year end.
• Gained proficiency in Marriott systems and programs including FSPMS, MARSHA, GXP, ATLAS and GuestVoice.
• Resolved negative guest interactions through active listening, compassion and effective communication.
• Assisted Rooms Control team in managing hotel inventory, recognizing guests’ special occasions and analyzing GSS data to identify effective complimentary upgrades and amenities for Marriott Bonvoy members.

Carmel, California, United States

• Ensured the highest level of guest satisfaction through the development of operating procedures and implementation of quality control standards.
• Coordinated between all operational departments including Breakfast Service, Bell/Valet, Reservations, Concierge, Front Office, and Housekeeping on a daily basis.
• Gained proficiency in Property Management Systems including RoomKey, OpenTable and Maitre’D POS.
• Mentored by General Manager on hotel operation benchmarking goals, revenue management, budgetary approaches for the calendar year, and service level standards.

Dallas, Texas, United States

• Provided experiences of exceptional quality to guests and club members to ensure the highest standard of service levels.
• Coordinated and rotated between Sales, Marketing, Food and Beverage, Reservations, Front Office, Security, Events, and several other departments to develop a better understanding of the facilitation of hotel operations.
• Collaborated with Management and Human Resources to learn skills such as scheduling staff, organizing payroll, hiring prospective team members, controlling expenditures, and other administrative duties.

Buford, Georgia, United States

• Oversaw all operational departments including Admissions, Lifeguards, Beach Patrol, Common Area, Entertainment, Water Quality and Zip Line.
• Interviewed and hired prospective team members and retained staff.
• Developed proper training procedures among staff and supervisors.
• Monitored equipment such as water pumps, golf carts, pool solutions, employeeuniforms, cleaning supplies and lifeguard equipment.
• Met budgetary goals set by senior management of all operational departments by monitoring expenditures and cost of labor.

Buford, Georgia, United States

• Oversaw and maintained both aquatic and sales facilities throughout the resort.
• Planned team meetings to ensure understanding among staff and the supervision team.
• Acted as a liaison between front line staff and management.
• Ensured that all admissions locations’ tills were balanced at the end of each day.
• Maintained the cleanliness and quality of all public areas.
• Coordinated with supervision team to build staff schedules.

Buford, Georgia, United States

• Ensured the integrity of company policies and procedures among guests and myself.
• Established personal relationships between guests and myself.
• Acquired products, facilities, marketing, and promotional knowledge to provide proper information to guests.
• Ensured proper handling of all cash, credit cards, gift cards, rewards points and checks to ensure a balanced drawer.
• Provided exceptional guest service with a focus on happiness and healthiness for every guest, every time.