Patricia Swann Email & Phone Number

The Alton Hotel, San Francisco

Hotel Enso, San Francisco

The Alton Hotel, San Francisco

Buchanan Hotel, San Francisco

Sir Francis Drake Hotel

⦁ Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices⦁ Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.⦁ Prepared daily forecast and operations reports to assist department managers with key decision making and strategic operational planning.⦁ Provided backup to front desk, stepping in to assist with various tasks whenever employee was absent or at lunch.⦁ Resolved issues through active listening and open-ended questioning, escalating major problems to Front Office Manager.

San Francisco, Ca

⦁ Member of opening team.⦁ Created events and convention calendar using MS calendar app.⦁ Collaborated with team members and managers to create SOP’s.⦁ Populated & created tag system in concierge restaurant database using ALICE.⦁ Recognized for top upsell revenue.⦁ Compiled Night Auditor training material.⦁ Trained and mentored Night Auditors.

San Francisco, Ca

⦁ Responsible for market: priced merchandise, stocked shelves, took inventory of market items and ordered new stock on a weekly basis.⦁ Increased market sales by 50% through maintaining stock, tracking trends and setting sale prices to achieve a 50% cost of sales mix.⦁ Acquired a vast knowledge of the local area to provide guests with information about dining options, arts, and culture, sporting events, concerts and shows.⦁ Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.⦁ Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems

San Francisco, Ca

⦁ Reconciled reservations and managed room inventory with SynXis.⦁ Maintained and revised hotel information on OTA's.⦁ Revised PMS automated confirmation and cancellation email text.⦁ Provided an elevated customer experience to generate a loyal clientèle.⦁ Recipient of multiple positive reviews acknowledging dedication to excellent customer service.⦁ Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.⦁ Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.⦁ Trained and mentored staff on procedures, service standards and productivity strategies.

Interned at Sir Francis Drake and Triton Hotel Front Desk & with My Kieu Area Director of Distribution - Northern California

San Francisco Bay Area

⦁ Managed two Bay Area performing arts teleservices campaigns.⦁ Primary representative on performing arts subscription and fundraising campaigns.⦁ Client companies included: Smuin Ballet, Oakland East Bay Symphony, American Musical Theater, Marin Symphony, American Conservatory Theater.⦁ Provided information about available products and services including membership details and purchase advantages.⦁ Overcame objections using friendly, persuasive strategies

⦁ Managed $150,000 subscription campaign office.⦁ Trained and coached a team of 20 representatives focused on selling subscriptions.⦁ Recruited, interviewed and hired individuals who would add value, dedication and knowledge to the sales team.⦁ Trained and mentored new telemarketing representatives on best practices, communication strategies and performance standards.⦁ Communicated clear expectations and goals to each team member.

Aa, Hotel Management

Aa Business, Buying And Merchandising