Knowledgeable and dedicated customer service professional with extensive experience in the customer service and food industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Young entrepreneur who partners with co-workers to promote an engaged and empowering work culture. High proficiency in problem solving and handling employee, customer, and company concerns.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Guest Service Supervisor
Springhill Suites By Marriott
08.2023 - Current
Enhanced guest satisfaction by promptly addressing concerns and providing effective solutions.
Streamlined check-in/out processes for improved efficiency and reduced wait times.
Increased repeat business with exceptional customer service and personalized attention.
Collaborated with housekeeping staff to ensure clean and comfortable accommodations for guests.
Spearheaded initiatives to address guest feedback, resulting in continuous improvements in service quality.
Created memorable experiences for guests by anticipating their needs and going above expectations.
Assisted in managing room inventory, optimizing occupancy rates, and maximizing revenue potential.
Oversaw front desk operations, ensuring accuracy in reservations, billing procedures, and information updates.
Coordinated with maintenance teams to promptly resolve any reported issues affecting guest comfort or safety.
Supported sales efforts by offering upgrades, upsells, and additional services tailored to individual guest preferences.
Mentored junior staff members on company policies and best practices leading to consistent levels of high-quality service delivery.
Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
Processed guest payments and provided accurate change.
Maintained high employee satisfaction and performance with hands-on and collaborative style.
Reviewed upcoming events and planned for expected challenges.
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Oversaw day-to-day operations of 158-room hotel with staff of 5-6 employees
Supervised team of 2 front desk agents and helped to resolve issues arising during shifts
Enhanced guest satisfaction by promptly addressing concerns and providing effective solutions
Assisted in managing room inventory, optimizing occupancy rates, and maximizing revenue potential
Guest Service Expert
Courtyard By Marriott- Fairfax/ Fair Oaks
03.2023 - 08.2023
Welcomed all guests at front desk, answering phones, made reservations and provided directions and tourist information during busy season
Maintained cleanliness and organization of lobby and reception area; aware of overall customer satisfaction standards
Demonstrated ability to interact commendably with both guests and colleagues independently, maintaining good judgment and composure in fast-paced environments
Have good judgment or discernment on phones when talking to guests when it comes to unique requests
Meet demands of fast-paced environment by using good judgment and ability to multitask
Provided exceptional customer service maintaining guest happiness and relations by providing courteous prompt attitude toward working relations and interactions
Provided excellent customer service and support for members and guests including troubleshooting problems and complaint resolution
Operated cash register, credit card machine and POS system with knowledge of policies and procedures of equipment
Resolved guest issues using innovative problem resolution techniques and issued appropriate compensation that considered guest satisfaction and overall company goals
Collaborated with maintenance and housekeeping to solve guest issues efficiently
Administered and managed cash handling responsibilities, process and collected payments
Processed all guests checking-ins, confirming reservations in computer system verifying guests identity
Informed Management, GM, and fellow GSR's as needed of any concerns with guests or property
Communicated with irate customers using excellent interpersonal-communication skills
Managed over 60 guest minimum per day
Assisted guests with special requests, such as room upgrades or late check-outs, to exceed expectations and create memorable experiences.
Store Associate
Aldi USA
08.2021 - 03.2023
Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products
Greeted customers, helped locate merchandise, and suggested suitable options
Briefed customers regarding shop promotions and discounts by providing coupons and flyers to increase sales
Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
Created inviting environment for customers by maintaining store organization and cleanliness
Managed efficient cash register operations
Developed strong rapport with customers and created positive impression of business
Engaged in friendly conversation with customer to better uncover individual needs
Answered questions about store policies and addressed customer concerns.
Managed 100+ customers per day and oversaw grocery floor
Warehouse Associate
Amazon
02.2021 - 07.2021
Checked packages and merchandise for damage and notified vendors
Prepared orders for shipment by picking, packing, and labeling merchandise
Labeled and accurately moved customer orders to meet shipment timetables and minimize errors
Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations
Trained and supervised new employees to apply best practices and comply with health and safety procedures and regulations
Prepared and checked outbound shipments for accuracy
Tracked production and quality control systems to proactively identify deficiencies
Pre-assembled containers to be easily selected by packing
Managed conveyor belt on picking side to ensure speed and accuracy.
Oversaw 50+ employees and managed conveyor belt with 500+ packages daily
AFTER-SCHOOL COUNSELOR
Ignite Kids Club
09.2019 - 03.2020
Established developmentally-appropriate support groups and activities for elementary-aged students
Worked with parents and teachers to implement consistent behavior therapy techniques at home and school
Maintained safe, clean, and organized classroom environment
Taught students subject-specific material, learning strategies and social skills
Instructed students individually and in groups, utilizing various teaching methods
Conferenced with parents and guardians to discuss student progress and increase participation for comprehensive and long-term student success
Coordinated after-school activities contributing to individual student growth and development
Built productive, lasting connections with individual students
Worked one-on-one with students to create individualized lesson plans to increase progress
Advocated for students to access available resources
Monitored student progress to drive successful academic outcomes
Managed over 50 kids daily and used mentor skills to draw in more revenue.
Security Officer
Allied Universal Security Services
10.2019 - 11.2019
Monitored 10+ security cameras and fire, building and alarm systems
Responded to emergency situations quickly to minimize risk and injury
Checked credentials and issued passes before allowing access to property
Verified integrity and accuracy of photo ID's, tickets and passports prior to authorizing passage
Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints
Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority
Updated shift logs and produced daily reports to document security activities and specific incidents
Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
Assistant Manager
Nandos Peri Peri
11.2013 - 09.2019
Maximized team performance by training new employees on proper food handling, guest expectations and restaurant protocols
Counseled and disciplined staff, addressing issues promptly and providing constructive feedback
Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations
Maintained cleanliness and sanitation across all food service, storage, and preparation stations
Determined root cause of performance trends and developed process improvement plans which targeted assurance in safety, health, quality and customer satisfaction
Obtained highest rating from county health department after implementing correct food and store sanitation techniques and plans alike
Developed and maintained exceptional customer service standards
Trained all front of house staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience
Updated computer systems with new pricing and daily food specials
Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees
Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency
Efficiently resolved problems or concerns to satisfaction of all involved parties
Built revenue by delivering innovative catering services, leading region in catering sales
Assigned tasks and oversaw employees to maintain compliance with food safety procedures and quality control guidelines
Collaborated with trainees to bolster understanding of project management, safety and inventory waste to meet pre-established business thresholds for operation
Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs
Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
Mentored team members to enhance professional development and accountability in workplace
Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
Increased employee performance and job satisfaction to strengthen retention and engagement
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
Minimized loss and misuse of equipment through proper restaurant supervision and staff training
Managed 40+ employees and increased sales by over 10%.
Prep Chef
Uptown Alley
03.2016 - 04.2017
Observed different kitchen chefs' preparation of sauces, breads, and other items to gain knowledge in diverse cooking and baking techniques
Maintained well-organized place to keep work consistent
Rotated through all prep stations to learn different techniques
Assisted other chefs with ingredients preparation in support of recipes designed by head chef
Prepped daily menu items to quickly deliver upon request
Followed food safety practices and sanitation guidelines
Reduced kitchen accidents by maintaining high standards of cleanliness and organization
Trained new staff on food preparation and safety procedures
Maintained composure and work quality while under stress
Prepped food for over 600 people weekly while running food and organizing plates
Prepped food
Prep Line Cook
Dominion Valley Country Club
05.2015 - 01.2017
Trained and assisted new kitchen staff members
Planned menus to estimate food and labor costs, ordering accurate quantities of ingredients and supplies
Identified inefficiencies leading to improved productivity
Collaborated with head chef to create seasonal menus and special dishes, offering more variety and selections to customers
Contributed to consistent customer satisfaction rating by producing high-quality food and providing timely service
Provided excellent customer service by taking orders, answering questions and responding to customer complaints
Communicated with management on food inventory stock to request order placement
Received shipments and placed items on proper shelves to restock and organize restaurant pantry
Controlled food cost and waste by selecting and using correct ingredients and amounts.
Reduced food waste by implementing proper storage techniques and monitoring expiration dates
Managed events for over 200 people almost weekly
Front of House Employee
Roy Rogers Franchise Company
07.2012 - 10.2013
Established welcoming atmosphere by greeting each guest warmly
Helped guests at tables when in need of assistance
Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance
Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
Greeted customers and responded to requests for information
Helped customers complete purchases, locate items, and join reward programs
Set up front-end merchandise displays to attract customers and showcase store products
Responded promptly to requests for assistance, spills and customer inquiries
Increased sales by 6%
Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
Education
High School Diploma -
Stonewall Jackson High School
Manassas, VA
06.2012
Skills
Strong written and verbal communication
Efficient customer service expert
Conflict Resolution
Problem solver
Powerful negotiator, persuasive
Cross-functional collaboration
Team management
Exceptional communication
Team Leadership
Self motivated
Time Management
Crisis intervention Strategies
Training and Development
Empathy and understanding
Certification
ServSafe Certification
ServSafe Certification
With the Servsafe certification, I am verified by the state to protect the public from foodborne illnesses, knowledge to know all symptoms for each illness, and knowledge of who to contact in case of such outbreaks.
Hotel General Manager at SpringHill Suites by Marriott Orlando North/SanfordHotel General Manager at SpringHill Suites by Marriott Orlando North/Sanford