Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Julie Bonham

Omaha

Summary

Dynamic Guest Services Manager at Hyatt Hotels and Resorts, skilled in team hiring, training and performance monitoring. Successfully led a team of 18, enhancing guest satisfaction through innovative service procedures. Proven ability in feedback analysis and resolution, driving continuous improvement in customer relations and achieving key performance indicators.

Overview

26
26
years of professional experience

Work History

Guest Services Manager

Hyatt Hotels and Resorts
Omaha
05.2010 - 06.2025
  • I worked in various roles, such as Social Care Team Lead and Guest Relations at Hyatt, prior to my leadership role with Guest Services, beginning in September 2022.
  • Trained and supervised a subset team of 18 colleagues to ensure exceptional guest experiences.
  • Hiring new staff with ongoing updates to the created rubric assessment.
  • Implemented new procedures to improve service delivery and efficiency.
  • Communicated with other departments to streamline guest services processes.
  • Colleague meetings and communications to the team to address concerns and share updates.
  • Coaching one-on-one virtual meetings with colleagues to provide guidance, review interactions, set goals, and ensure KPIs are met.
  • Monitored customer and colleague satisfaction levels through surveys, guest comments, and feedback.
  • Ongoing training of staff on strategies to enhance performance and improve guest relations.

Furniture Sales Associate

RC Willeys Home Furnishings
Las Vegas
07.2005 - 01.2010
  • Sales consultant for a large, full-range furniture retailer, assisting from selection to delivery, and meeting personal sales goals.

Sales Manager

Freight Furniture Warehouse
Omaha
12.1999 - 05.2005
  • I worked for different furniture retail stores within this company's umbrella, such as Amish Craft Furniture, Kincaid Home Furnishings, and Sofas and Chairs, initially as a sales consultant and then branching into Sales Manager.

Education

High School Diploma -

Harry A Burke High School
Omaha, NE
05-1987

Some College (No Degree) - Psychology And English

University of Nebraska, Lincoln
Lincoln, Nebraska, NE

Some College (No Degree) - Marketing And Human Relations

Metropolitan Community College
Omaha, NE

Skills

  • Customer and colleague relations
  • Team hiring, training and management
  • Performance monitoring and improvement with KPI tracking
  • Resolution and customer satisfaction
  • Team building
  • Feedback analysis

Accomplishments

  • Top Five Hyatt Guest Services Manager for Manager incentive factoring KPIs and quality of work for my Team of Colleagues
  • Hyatt Learn, grow and lead course completion
  • Selling with Integrity course completion

References

References available upon request.

Timeline

Guest Services Manager

Hyatt Hotels and Resorts
05.2010 - 06.2025

Furniture Sales Associate

RC Willeys Home Furnishings
07.2005 - 01.2010

Sales Manager

Freight Furniture Warehouse
12.1999 - 05.2005

High School Diploma -

Harry A Burke High School

Some College (No Degree) - Psychology And English

University of Nebraska, Lincoln

Some College (No Degree) - Marketing And Human Relations

Metropolitan Community College

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Julie Bonham