Ashley Hall
Customer Service and Hospitality
Bridgeport,MI
Overview
15
15
years of professional experience
Work History
Senior Advisor
Morley Companies
Saginaw, Michigan
12.2019 - 09.2023
- Managed projects related to improving processes associated with delivering services or products.
- Designed and delivered presentations to senior management on current trends in the industry.
- Advised clients on best practices for achieving their goals within budget constraints.
- Created reports summarizing findings from customer feedback surveys.
- Coordinated with external vendors to ensure timely delivery of services and products.
- Assisted in developing policies and procedures for providing high quality customer service.
- Collaborated with internal departments to create action plans for implementing changes identified through research.
- Monitored performance metrics related to customer service operations.
- Provided technical support to staff members working with customers.
- Drafted proposals outlining potential solutions for addressing customer needs.
- Participated in brainstorming sessions aimed at generating innovative ideas for enhancing client relations.
- Coordinated implementation of new technological tools to improve data gathering and trend tracking.
- Researched areas of special expertise continuously to stay current on latest research and practices.
- Assisted with development of best-in-class solutions for internal and external customers.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Set specific goals for projects to measure progress and evaluate end results.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Assessed company operations for compliance with safety standards.
- Determined consumer needs to provide products and services appealing to larger market.
- Audited company's legal documents to verify compliant policies and procedures.
Night Auditor
Country Inns & Suites
Birch Run, Michigan
10.2018 - 11.2019
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Maintained a secure environment for the protection of guests' property and assets.
- Assisted with the preparation of daily bank deposits for all departments within the hotel.
- Ensured that all front desk personnel followed established procedures for guest check-in and check-out policies.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Provided support to housekeeping staff by preparing keys for departing guests when requested.
- Conducted security checks throughout the night to ensure safety of hotel premises and guests' belongings.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Reported any discrepancies immediately upon discovering them.
- Prepared detailed audit reports at the end of each shift.
- Received payments from customers via cash or credit cards.
- Resolved customer issues quickly while maintaining a high level of professionalism.
- Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Ran end-of-day computer functions and closed out reports, submitting details to professionals for review.
- Completed nightly updates to hotel rates and individual room charges.
- Documented wake-up requests and set up automatic calls in system.
- Maintained cleanliness of bathrooms, lobby and front desk.
- Assessed checklist on daily basis and planned shift accordingly.
- Coordinated with guest services and concierge team to meet guest needs.
- Maintained well-stocked and presentable complementary food and beverage station.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Assisted guests in locating amenities such as casino, gift shop, restaurants, fitness center, pool, and spa.
- Generated daily, weekly, and monthly reports to close out day and meet objectives.
- Assessed data and information to check entries, calculations and billing codes for accuracy.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
- Coded invoices to maintain organized and accurate records.
- Assisted guests at check-in, providing information on various services within hotel.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Input and confirmed reservations for guests.
- Kept records of room availability and guest accounts, manually or using computers.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Computed bills, collected payments and made change for guests.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Prepared basic food service by setting up continental breakfast or coffee and tea supplies.
- Transmitted and received messages using telephones or telephone switchboards.
- Issued room keys and escort instructions to bellhops.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Posted incidental charges to ledgers, manually or by using computers.
- Deposited guest valuables in hotel safes or safe-deposit boxes.
Assistant Manager
Yaya's Flame Broiled Chicken
Flint, Michigan
06.2010 - 08.2018
- Provided customer service and assistance to customers in resolving issues and concerns.
- Assisted in the development of new processes to improve customer service efficiency.
- Coordinated with other departments to ensure customer satisfaction.
- Trained and supervised customer service staff on policies, procedures, and best practices.
- Monitored customer feedback and implemented changes based on those insights.
- Maintained accurate records of customer interactions for future reference.
- Resolved escalated complaints from customers in a timely manner.
- Developed strategies to increase customer loyalty and retention rates.
- Analyzed customer data to identify trends and opportunities for improvement.
- Reviewed billing discrepancies with customers to resolve any payment issues.
- Conducted regular performance reviews with team members to ensure quality standards are met.
- Ensured compliance with all applicable laws, regulations, and company policies.
- Interfaced with vendors regarding product availability or delivery issues.
- Identified areas where operational efficiencies could be improved upon.
- Participated in weekly meetings with senior management for status updates.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Evaluated and authenticated returns, exchanges and voids.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Reviewed completed work to verify consistency, quality, and conformance.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Implemented quality control measures to uphold company standards.
- Coordinated with other departments to ensure smooth flow of operations.
Waitress Supervisor
Atlas Coney Island
Flint, Michigan
02.2009 - 12.2011
- Supervised waitstaff to ensure quality customer service and satisfaction.
- Provided training and guidance to new staff members on food safety, customer service, and restaurant policies.
- Monitored employee performance, identified areas of improvement, and provided feedback.
- Resolved customer complaints in a timely manner with professionalism.
- Created daily shift schedules for waitstaff according to business needs.
- Assisted in recruiting, interviewing, and hiring qualified personnel for the waitstaff team.
- Ensured compliance with all health department regulations related to food handling and storage procedures.
- Verified accuracy of orders before delivery by checking presentation of dishes against menu descriptions.
- Performed opening and closing duties including setting up dining areas, restocking shelves, cleaning kitchen equipment.
- Monitored cash register operations during shifts for accuracy of transactions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Observed food safety and sanitation protocols to reduce germ spread.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Explained goals and expectations required of trainees.
- Helped management stay on top of supply needs by sharing information about low or spoiled inventory.
- Cleaned and sanitized kitchen equipment, utensils and work stations.
- Monitored temperatures of prepared food and cold-storage areas.
Education
High School Diploma -
05-2009
Nursing
Some College (No Degree) - Teaching with History Major and English Minor
Skills
- Cash Handling
- Relationship building and management
- Innovation management
- Training facilitation
- Data Analytics
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Contact Information
PHONE: 810-640-6571
EMAIL: AYRHALL2638@GMAIL.COM
ADDRESS: 6101 DIXIE HWY, BRIDGEPORT, MI, 48722
ADDITIONAL PHONE NUMBER AFTER 4PM: 810-640-6330
Timeline
Senior Advisor - Morley Companies
12.2019 - 09.2023
Night Auditor - Country Inns & Suites
10.2018 - 11.2019
Assistant Manager - Yaya's Flame Broiled Chicken
06.2010 - 08.2018
Waitress Supervisor - Atlas Coney Island
02.2009 - 12.2011
Carman-Ainsworth High School - High School Diploma,
Baker College - , Nursing
University of Michigan - Flint - Some College (No Degree), Teaching with History Major and English Minor