Matthew Stocton
Elizabethton
Summary
Dedicated Guest Service Assistant Manager with proven skills in customer satisfaction, staff training, and conflict resolution. Expertise in enhancing guest experiences and resolving issues effectively.
Overview
20
20
years of professional experience
Work History
Guest Service Assistant Manager
Tree Tops Resort
Gatlinburg
12.2014 - Current
- Trained new staff on customer service protocols and procedures.
- Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions.
- Resolved customer complaints promptly and professionally.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Responded to guest inquiries and resolved issues promptly.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
Sales Manager
Wyndham Worldwide Corporation
Sevierville
05.2009 - 09.2014
- Developed strategic sales plans to expand market presence and customer base.
- Led sales team to achieve quarterly targets and drive revenue growth.
- Trained and mentored junior sales staff to enhance team performance.
- Conducted market analysis to identify emerging trends and opportunities.
- Managed client relationships to ensure satisfaction and repeat business.
- Analyzed sales data to refine strategies and improve effectiveness.
- Facilitated regular team meetings to share insights and best practices in sales.
- Managed daily operations of sales department, including supervision of staff members.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
- Participated in negotiations with vendors regarding product purchases or contracts.
- Assisted senior management in developing long-term strategic goals for the company's growth.
Sales Executive
Bluegreen Resorts
Gatlinburg
04.2006 - 11.2008
- Developed and implemented strategic sales plans to achieve corporate objectives.
- Developed and implemented sales strategies to meet customer needs and increase revenue.
- Negotiated contracts and closed agreements to maximize profit.
- Negotiated contracts with clients on behalf of the company.
- Implemented processes for cross-selling products or services based on customer needs.
- Engaged potential clients through effective communication and relationship-building strategies.
- Presented resort offerings to customers, highlighting key features and benefits.
- Facilitated follow-up communications with clients to ensure satisfaction and encourage referrals.
- Resolved customer complaints in a timely manner while providing excellent customer service.
- Adjusted sales techniques based on interactions and feedback from customers and peers.
- Trained new sales team members on company policies and sales techniques for success.
Education
High School Diploma -
Hampton High School
Hampton, TN05-1988
Skills
- Customer relationship management
- Customer service
- Complaint handling
- Conflict resolution
- Revenue management
- Revenue growth
- Staff training
- Effective communication
- Team collaboration
- Time management
- Problem solving
- Administrative support
Timeline
Guest Service Assistant Manager
Tree Tops Resort
12.2014 - Current
Sales Manager
Wyndham Worldwide Corporation
05.2009 - 09.2014
Sales Executive
Bluegreen Resorts
04.2006 - 11.2008
High School Diploma -
Hampton High School