Cecilia Gonzalez

• Exhibit strong leadership and communication skills that positively influence all levels of the team.
• Represent Harkins’ culture when communicating with guests in any way and respond to all guest concerns and/or inquiries within Harkins’ standards.
• Handle and resolve escalated guest and employee concerns with empathy/sympathy.
• Lead every shift with passion and drive to create an efficient, productive work environment while adhering to Harkins’ guidelines, purchasing agreements, and controlling the cost of goods.
• Supervise the daily responsibilities of all Harkins’ employees and follow through to ensure tasks are complete and meet company standards, policies, and procedures.
• Assist with interviewing, selecting, training, mentoring, counseling, employee relations, performance reviews, documenting performance counseling's and ensuring corrective measures have been taken.

• Guided management and supervisory staff to promote smooth operations..
• Recruited, interviewed and hired qualified staff for open positions.
• Administered employee discipline through verbal and written warnings.
• Inspired employees to work as cohesive team while delivering exceptional service to customers in every interaction.
• Maintained positive working relationship with fellow staff and management.
• Resolved customer issues efficiently to build loyalty.
• Resolved client issues by delivering excellent customer service and maintaining positive attitude.
• Motivated kitchen staff by establishing goals to increase productivity and quality.

• Assists the General Manager in hiring hourly and exempt staff; provides on-the-job training, feedback, coaching sessions and development.
• Partners with the General Manager with various projects, reports, scheduling, and analytics to achieve company goals and monitor processes (Mystery Shopper Reports, Weekly Audits, Regional Manager Audits, and other compliance reports).
• Manages and supervises the In-Seat Dining process and guest experience
• Proactively addresses guest service complaints and feedback through customer service platform.

• Trains front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.

• Supervised store opening and closing procedures, which included counting cash drawers and making bank deposits.
• Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
• Planned, coordinated and executed special events in the movie theater.
• Developed and maintained exceptional customer service standards.

• Networked at local and industry events to prospect for new sales leads.
• Created and presented proposals and built successful RFPs for new events.
• Worked closely with clients to coordinate details and maximize satisfaction.
• Increased customer awareness and engagement by connecting with prospective clients via telephone, email and face-to-face visits.
• Implemented creative sales and marketing strategies to assist sales team with reaching targets.
• Cultivated strong professional relationships with suppliers, with the Chamber of the City and key clients to drive long-term business development.
• Supervised and trained few employees on successful selling techniques and executing events.
• Employed techniques such as cold calling, prospecting and networking to land new customers and penetrate new markets.
• Responded to guest questions about current facility events and future offerings.
• Recognized by management for providing exceptional customer service.
• Organized corporate luncheons, dinners, conferences and special events.
• Boosted client satisfaction through administration of on-site service requests and effective management of event logistics.

• Provided knowledgeable service when answering questions and greeted all customers with friendly demeanor.
• Directed and led employees, supervising activities to drive productivity and efficiency.
• Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.

• Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
• Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Performed routine office tasks, including copying, answering telephones, file management and data entry to keep operations at optimal levels and better serve internal and external customers.

• Established and enforced clear goals to keep employees working collaboratively.
• Resolved customer complaints and adjusted policies to meet changing needs.
• Supervised store opening and closing procedures, which included counting cash drawers and making bank deposits.
• Built and maintained effective working relationships with peers and upper management.