Matthew Hall
Springhill Suites By Marriott
Gilbert
13
years of professional experience
Hospitality professional with expertise in managing guest services and ensuring optimal guest experiences. Known for fostering team collaboration and adapting to changing needs to achieve outstanding results. Skilled in conflict resolution and staff training, with a focus on maintaining high service standards and guest satisfaction.
Work History
Guest Experience/Guest Services Manager
2 Months- Resolve guest concerns promptly, restoring satisfaction and protecting Marriott brand reputation.
- Train front desk associates on service recovery, property procedures, and guest engagement best practices.
- Analyze feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Lead front desk operations to ensure smooth arrivals, departures, and consistent guest service standards.
Guest Service Representative
6 Months- Managed reservations with property management software, ensuring accurate and efficient bookings for enhanced guest experience.
- Coordinated daily operations including check-ins, check-outs, room assignments, and special guest requests to streamline service delivery.
- Handled telephone inquiries regarding availability of rooms, prices, facilities, directing calls accordingly.
- Handled telephone inquiries about room availability, pricing, and facilities while directing calls to appropriate departments.
Customer Service Manager
7 Months- Resolved daily customer inquiries and issues, leading to increased client satisfaction.
- Coordinated interdepartmental communication to ensure timely fulfillment of customer requirements.
- Managed lead technicians and oversaw inventory levels to support operational needs.
- Trained new technicians on ice machine installation and maintenance, enhancing service readiness.
Service Technician
11 Months- Installed and maintained ice/coffee machines across client locations to ensure optimal performance.
- Troubleshot technical issues, enhancing machine functionality and ensuring reliable service.
- Conducted routine inspections to identify maintenance needs, ensuring compliance with service requirements.
- Provided customer support by addressing inquiries and resolving concerns to enhance client satisfaction.
Warehouse Supervisor/Service Administrator
2 Years 5 Months- Coordinated inventory management, achieving accurate stock levels and timely deliveries that supported operational requirements.
- Managed daily operations for technicians, scheduling work order assignments and repairs to optimize service delivery.
- Maintained a 97% CFR, and averaged (18) days on hand for warehouse metrics.
- Executed asset verification to maintain regional standards and accountability, securing top rank in Southern California.
HVAC Technician
9 Months- Diagnosed and resolved complex HVAC issues with colleagues, improving service response times.
- Performed routine maintenance on heating and cooling units to ensure consistent system reliability.
- Explained system operations clearly to clients, building trust and satisfaction.
Operations Supervisor
2 Years 6 Months- Supervised daily operations, improving guest satisfaction and maintaining service excellence.
- Coordinated staff schedules, optimizing workflow and coverage during peak hours.
- Trained new employees on hotel policies and procedures, promoting adherence to customer service standards.
Hotel Front Desk Agent
3 Years 8 Months- Executed front desk operations, including valet services, and night audits, at the hotel.
Education
High School Diploma
Skills
Guest relations
Client engagement
Customer service
Service management
Training development
Service recovery
Inter-department collaboration
Time management and organization
Effective communication
Guest accommodations
Education
true
Timeline
Guest Experience/Guest Services Manager
Springhill Suites By Marriott
08.2026 - CurrentRead More
Guest Service Representative
Springhill Suites By Marriott
02.2026 - 08.2026Read More
Customer Service Manager
Canteen
07.2025 - 02.2026Read More
Service Technician
Canteen
08.2024 - 07.2025Read More
Warehouse Supervisor/Service Administrator
Aramark Refreshment Services
03.2022 - 08.2024Read More
HVAC Technician
ASI Hastings
05.2021 - 02.2022Read More
Operations Supervisor
The Keating Hotel
08.2017 - 02.2020Read More
Hotel Front Desk Agent
Ramada St. James
12.2013 - 08.2017Read More
Arizona HSE Diploma
High School Diploma
Read More