Denise Mack
Dayton,OH
Summary
Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships. Recruiting specialist with experience in sourcing, screening, interviewing, and candidate assessment.
Overview
24
24
years of professional experience
Work History
Guest Services-server
Marriott
10.2022 - Current
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Processed guest payments and provided accurate change.
- Supported team members by offering constructive feedback and coaching as needed.
- Maintained up-to-date knowledge of products and services offered.
- Set and managed policies for concierge services and guest relations.
Guest Services- Server
Longhorn Steakhouse
02.2021 - Current
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Processed guest payments and provided accurate change.
- Supported team members by offering constructive feedback and coaching as needed.
- Maintained up-to-date knowledge of products and services offered.
Server
Cracker Barrell Old Country Store
08.2017 - 09.2021
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
Customer Service- Ramp Agent
Envoy Airlines
06.2019 - 12.2020
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded proactively and positively to rapid change.
- Guided aircraft into and out of parking positions using hand signals.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Connected electrical power unit and hoses to aircraft.
- Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over Number daily flights.
Customer Service Representative
Lexis Nexis
11.2010 - 06.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
Recruiter Manager
United States Census
Dayton, OH
04.2000 - 04.2001
- Launched wellness plans to reduce stress, boost morale and increase productivity.
- Handled employee discipline and termination to address policy infractions.
- Developed and managed recruitment process, sourcing as many candidates each year to fill key positions.
- Ensured compliance with all applicable federal, state, and local laws related to employment practices.
- Responsible for overseeing the entire hiring process for the 2000 Census
- Designed and implemented recruiting procedures, and supervised the recruitment team.
Education
College Preparatory - General Studies
Seton Academy
South Holland, IL05.1991
Skills
- Buildium Software Expertise
- Team Training
- Accounts Payable and Receivable Auditing
- Customer Service Standards
- POS Transactions
- Conflict Management
- Greeting Customers
- Guest Relations
- Payment Collecting
- Guest Inquiries
- Relationship building and teamwork
- Sales
- Communication skills
- Active listening
- Organizational skills
- Leadership
Timeline
Guest Services-server
Marriott
10.2022 - Current
Guest Services- Server
Longhorn Steakhouse
02.2021 - Current
Customer Service- Ramp Agent
Envoy Airlines
06.2019 - 12.2020
Server
Cracker Barrell Old Country Store
08.2017 - 09.2021
Customer Service Representative
Lexis Nexis
11.2010 - 06.2012
Recruiter Manager
United States Census
04.2000 - 04.2001
College Preparatory - General Studies
Seton Academy