Sherry Reynolds says what she most enjoys about her job is “making people smile.” While her title is Guest Services Manager, she is really much more. It is no surprise that she was recently named a finalist in ARDA’s awards program in the Resort Department Manager category.
Sherry started her Bluegreen career in 2001 at the company’s Shorecrest Vacation Villas in Myrtle Beach. During the years that followed, she has served in housekeeping, as a pool attendant, evening manager and in many Guest Services positions. For the past four years, she has headed the Guest Services team at Harbour Lights supporting activities, maintenance and housekeeping.
Her resort is a campus-style property with 19 three-story buildings. Since there are only four elevators, this presents a special challenge for the Guest Services Team to navigate. Each week, Sherry works with her team to review and assign units in order to accommodate owner requests for the various unit types. She moves heaven and earth to fulfill their preferences.
On the front line at every turn, she is an energetic leader … answering phones, checking in guests and servicing their needs. On heavy check in days, she shadows the team at the registration desk, helping to facilitate faster check-ins, communicate with housekeeping and maintenance on units needed and re-assigning units on the spot to accommodate guest needs.
To enhance the check-in experience, she has orchestrated a welcome reception that includes lemonade, cookies, popcorn, a candy bar, coffee or hot tea … even cotton candy and face painting to keep guests entertained while waiting for their rooms to be cleaned.
Always an excellent communicator and motivator, last year she took on the added challenge of becoming an H3 (Hospitality Happens Here) Trainer.
As Systems Trainer, Sherry covers the Guest Services Training with both of Bluegreen’s reservations systems (TSW and AS400) as well as Hospitality Training and trains every system used by the Front Desk, including Choice rental booking system, RCI and a credit card processing system. Having received training from another Certified Trainer, she now travels to other sites to train teams and individuals, working tirelessly on task forces for new properties coming online.
Sherry volunteered to task force in Virginia for two months as Guest Services Manager, leaving her own exceptionally well-trained department in very capable hands. Her team routinely performs their own QA reviews, Internal Audit reviews and follows their customer service feedback Medallia scores and comments. Sherry has lead this team to a level of self-analysis, engaged in actively helping each other improve their levels of customer service daily. She is proud of the fact that her department associates are capable of handling any guest issue that may arise, always empowered and engaged in the resolution of guest issues. Although there are always far more guests requests than associates to fulfill each need, Sherry handles every guest wish with a smile and happy disposition. More reasons why she is loved.
Always a team leader, last year she led the initiative for all Myrtle Beach resorts to collect items for Hurricane/flood relief for Houston. Whatever the cause, Sherry eagerly puts in the hours and work to get the job done. She was honored with her resort’s Gung Ho award in 2017 and is deeply involved in a host of community charities, including Back Pack Buddies, Helping Hands, American Red Cross, the local animal shelter.
Originally from Rockingham, NC, Sherry is one of nine siblings. When not helping guests, she enjoys scuba diving, hiking and horseback riding.
When associates need help – whether it is housing, clothing, medical help or just someone to talk to – they are never without support. Congratulations, Sherry, on being named and ARDA finalist!