Ashley Muse
Durant
Summary
Knowledgeable management professionalwith background in delivering exceptional customer service and resolving guest issues efficiently. Successfully managed various guest service functions, ensuring smooth operations and high customer satisfaction. Demonstrated strong communication and problem-solving skills in day-to-day interactions.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Guest Service Leader
Pilot Flying J Travel Center
12.2023 - 08.2026
- Managed a team of 15-25 people to keep the facility running smoothly on a daily basis
- Utilized customer service skills daily to address needs of guests and truck drivers
- Gained knowledge of hiring processes, including completing I-9 forms
- Coached team members to enhance sales techniques and improve overall productivity
- Used POS system to perform cash, credit, check, and corporate fuel transactions and refunds
- Managed inventory levels and followed budget when purchasing for the store
- Inventory counts daily to ensure proper inventory and prevent loss
- Managed inventory levels while adhering to budget constraints during purchasing
- Engaged with multiple vendors each day to ensure timely product delivery
- Led team in delivering exceptional guest experiences, ensuring satisfaction and loyalty.
- Trained and mentored staff on best practices for customer service excellence.
- Monitored and analyzed guest feedback to drive service enhancements.
- Advocated for guests by resolving issues promptly and effectively, enhancing reputation.
- Coordinated schedules and workflows to ensure adequate staffing during peak periods.
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
- Kept accounts in balance and ran daily reports to verify totals.
- Enforced policies and procedures to increase efficiency.
- Developed and maintained positive relationships with guests for satisfaction.
- Monitored inventory levels of supplies, coordinating with vendors to restock items as necessary while controlling costs effectively.
- Conducted regular inspections of common areas for cleanliness, safety, and maintenance needs.
Retail Sales Specialist
Pilot Flying J Travel Center
Walcott, IA
06.2023 - 12.2023
- Managed inventory levels, ensuring product availability and optimal stock rotation.
- Performed daily counts on all different areas of the store to ensure proper inventory levels and proper ordering
- Ensured store was fully stocked daily to increase sales and item availability
- Demonstrated product knowledge to better assist guests
- Collaborated with vendors to ensure all products were in stock and available
Deli Service Leader
Pilot Flying J Travel Center
Walcott, Ia
06.2019 - 06.2023
- Managed day to day operations to ensure high quality and efficient service
- Coached team members on proper food safety protocols including time and temperature control, storage, glove usage, and cross contamination
- Completed ServSafe Food Manager
- Stayed compliant with local and state inspections including SteriTech, EcoSure, and the health department
- Monitored food quality, temperatures, rotation, and labeling to ensure quality and safe products
- Performed daily and weekly counts to ensure proper inventory levels and ordering to manage waste and loss
- Mentored staff on best practices for inventory management and product knowledge.
- Oversaw compliance with safety regulations, promoting a culture of accountability among staff members.
- Promoted teamwork within the department, leading to improved collaboration and greater overall effectiveness.
Education
Bachelor of Arts - Business Management/Administration
University of Northern Iowa
Cedar Falls12.2012
Skills
- Customer service
- Guest relations
- Complaint handling
- Issue resolution
- Upselling strategies
- Financial transactions
- Cash handling experience
- Flexible availability
- Documentation and reporting
- Delegation and supervision
- Strong leadership
- Time management
- Teamwork
- Loyalty program management
- Exceptional communication
- Collaboration with teams
- Problem-solving
- Reliability
- Professional communication
- Coaching and mentoring
Certification
Serv Safe Food Handler
Timeline
Guest Service Leader
Pilot Flying J Travel Center
12.2023 - 08.2026
Retail Sales Specialist
Pilot Flying J Travel Center
06.2023 - 12.2023
Deli Service Leader
Pilot Flying J Travel Center
06.2019 - 06.2023
Bachelor of Arts - Business Management/Administration
University of Northern Iowa