Carol Woods
Alexandra,pe
Summary
Dynamic Front End Manager at Charlottetown Foodland with a proven track record in enhancing customer satisfaction and optimizing operations. Skilled in cash handling and employee supervision, I successfully reduced wait times and improved service quality, fostering a motivated team and ensuring a seamless shopping experience for customers.
Overview
16
16
years of professional experience
Work History
Front End Manager
Charlottetown Foodland
06.2023 - Current
- Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
- Monitored cash drawers in 4 checkout stations to verify adequate cash supply.
- Oversaw cashier operations, bookkeeping, and security.
- Maintained excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.
- Maintained strong customer relations and effective customer service standards.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Reduced wait times for customers by optimizing staff scheduling and improving employee productivity.
- Enhanced customer satisfaction by streamlining front-end operations and implementing efficient check-out procedures.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
Manager
Charlottetown Shell Gas Bar
05.2013 - 06.2023
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Improved marketing to attract new customers and promote business.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Front Desk Agent
Quality Inn & Suites
04.2009 - 05.2013
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Increased repeat business by developing personal connections with guests and addressing their needs.
Education
No Degree - Retail Management
Holland College
Charlottetown,PE06-1987
High School Diploma -
Charlottetown Rural High
Charlottetown,PE06-1987
Skills
- Customer service
- Employee supervision
- Staff supervision
- Performance improvements
- Administrative skills
- Operations management
- Listening skills
- Cash handling
- Training and mentoring
- Cash register operation
- Staff management
- Team supervision
- Schedule management
- Price verification
- Time management
- Opening and closing procedures
- Cash handling accuracy
- Goals and performance
- Display setup
- Complaint resolution
- Cash counting
- Employee motivation
- Accurate money handling
Timeline
Front End Manager
Charlottetown Foodland
06.2023 - Current
Manager
Charlottetown Shell Gas Bar
05.2013 - 06.2023
Front Desk Agent
Quality Inn & Suites
04.2009 - 05.2013
No Degree - Retail Management
Holland College
High School Diploma -
Charlottetown Rural High
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