David Browder Email & Phone Number

As a seasoned Guest Relations Manager with over 15 years of experience, I have developed a deep understanding of what it takes to provide exceptional service to guests and maintain high customer satisfaction levels. Throughout my career, I have honed my skills in managing a team of professionals to deliver memorable experiences to guests, handling customer complaints and resolving issues efficiently, and collaborating with cross-functional teams to meet business objectives. My experience in call center operations has also given me a strong foundation in managing high volume inbound and outbound calls, responding to customer inquiries, and providing support to team members.

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  Guest Relations Manager

  The Indigo Road Hospitality Group

  Aug 2021 - Mar 2023 - Highlands, North Carolina, United States

  Speak and respond to guests regarding service challenges while showing compassion •Ensure reception and hostteam are trained to the standards of the Director of rooms, Rooms Manager and F&B Manager •Analyze customerfeedback and providing strategic direction to continuously improve overall rating •Respond to guest needs andanticipate their unstated ones •Communicate efficiently with all team members and staff •Proactive, takes initiative,creative problem solving, good judgement, attention to detail, anticipate and exceed guest needs •Complete biweekly one on one interviews with staff to evaluate needs •Schedule •Manager on duty in the absence of Directorof rooms •Multitask several roles throughout the workday from housekeeping to F&B •Work closely with PropertyManager to ensure rooms are in pristine condition •Supervise and work closely with Reception Supervisor to assistwith day to day •Complete reception and housekeeping schedule •Proficient in Microsoft Word, Outlook and Excel•Assist in creating Standard Operating Procedures •Coordinate special projects as needed •Create guest packagesusing Way experiences •Complete payroll through Paylocity weekly •Familiar with Aloha pos and OpenTablereservations• Helped establish new property, Wrote and enforced standard operating procedures. Interviewed and hired forreception/coffee shop positions.