Courtney Hyde
New Orleans
Summary
Customer service professional with extensive experience in hospitality management and office management. Proven ability to multitask while maintaining high standards of service delivery. Skilled in building professional relationships that enhance profitability and drive business results. Focused on optimizing processes to ensure customer satisfaction and contribute to overall company success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Barista/FOH Manager
Laurel Street Bakery
New Orleans
07.2017 - 12.2025
- Maintain kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Maximize quality assurance by completing frequent line checks.
- Address guest concerns and resolved all issues to guests' satisfaction.
- Manage day-to-day FOH operations to over 100 guest to drive quality, standards, and meet customer expectations.
- Manage staff schedules and maintained adequate coverage for all shifts.
- Develop and implement marketing initiatives to increase sales and revenue.
- Train staff on correct usage of all Barista Equipment and how to properly make choice of drinks for customers.
- Sanitize equipment and wiped down counters and tables to prevent spread of germs.
- Coached 4 employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
- Prepared and submitted daily, weekly and monthly performance reports to inform upper management.
- Maintained clean and organized store environment to cultivate pleasant shopping experiences.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked effectively in fast-paced environments.
Front Floor Supervisor
Restaurant Depot
New Orleans
05.2017 - 07.2017
- Supervised daily floor operations to ensure efficient workflow and customer satisfaction.
- Trained new staff on company policies and operational procedures for consistency.
- Managed inventory levels by monitoring stock and coordinating replenishment efforts.
- Assisted in resolving customer complaints to enhance overall service experience.
Office Manager Recruitment & Admissions Manager
Young Audiences Of Louisiana
New Orleans
08.2014 - 07.2016
- Reviewed applications and resumes to support hiring activities.
- Recruited top talent to maximize profitability.
- Met with managers to discuss vacancies, applicant qualifications and characteristics of top candidates.
- Coordinated all department functions for team of 30 plus employees.
- Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
- Verified and logged in deadlines for responding to daily inquiries.
- Planned school-wide events for over 300 students.
- Maintained weekly reports to send home to parents with upcoming events.
Office Manager
Young Audiences Of Louisiana
New Orleans
05.2012 - 08.2014
- Coordinated daily office operations and managed administrative tasks efficiently.
- Managed communication with vendors and suppliers for office needs.
- Implemented office policies to improve workflow and organization.
- Assisted in planning community outreach programs for local youth engagement.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Maintained filing system for records, correspondence and other documents.
Hotel/Housekeeping Coordinator
Harrah's Hotel
New Orleans
12.2012 - 07.2013
- Drove improvements to workflow and room turnover with hands-on, proactive management style.
- Contacted 20 plus housekeeping or maintenance staff when guests reported problems.
- Kept records of room availability and guests' accounts, manually or using computers.
- Processed guest payments for room charges, food and beverage charges and phone charges.
- Handled all guest requests/needs by troubleshooting through housekeeping department.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Generated and reported performance metrics to management to inform decision-making.
- Provided customers with information about availability and pricing.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled reservations and answered questions from interested patrons for busy 300 plus-room hotel.
- Managed 5 person staff in reservations department.
- Increased hotel revenue, profits and market share through adding incentives for my employees, based on amount of rooms booked every month.
Front Desk Agent
Queen & Crescent HotelNew Orleans
New Orleans
08.2010 - 05.2012
- Coordinated with housekeeping and maintenance to address guest needs promptly.
- Processed payments and maintained accurate cash drawer records daily.
- Handled reservation changes and cancellations with attention to detail.
- Maintained a clean and organized front desk area for optimal guest experience.
- Assisted in training new front desk staff on procedures and policies.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Provided excellent customer service while upholding company policies.
- Assisted with check-in and check-out procedures for guests.
Front Desk Agent
Ambassador Hotel
New Orleans
11.2009 - 08.2010
- Greeted guests warmly, ensuring a welcoming atmosphere at the front desk.
- Managed check-in and check-out processes efficiently for all guests.
- Answered guest inquiries promptly, providing accurate information about services.
- Handled reservation changes and cancellations with attention to detail.
- Coordinated with housekeeping and maintenance to address guest needs promptly.
Education
Associates - Hospitality Administration And Management
Delgado Community College
New Orleans, LA01.2006
High School Diploma -
McDonogh 35 College Prep High School
New Orleans, LA01.2003
Skills
- Credit Card Transaction Processing
- Quality Control
- Service Prioritization
- POS Systems Operations
- Maintaining Clean Work Areas
- Assignment Delegation
- Guest Satisfaction
- Coaching and Training
- Hiring Procedures
- Staff Supervision
- Cash Receipt Reconciliation
- Training staff
- Front office operations
Certification
Licensed Insurance Agent, 01/01/10, 01/01/13
Hobbies and Interests
- Traveling
- Vlogging
- Cooking
- Spending family time
References
- Rachel Adams, Radams15@tulane.edu, 5042510919
- Erika Fuentes, Erika.Lowe@sbpsb.org, 9046160047
- Latoyal Green, latoyalgreen@gmail.com, 5042148288
Timeline
Barista/FOH Manager
Laurel Street Bakery
07.2017 - 12.2025
Front Floor Supervisor
Restaurant Depot
05.2017 - 07.2017
Office Manager Recruitment & Admissions Manager
Young Audiences Of Louisiana
08.2014 - 07.2016
Hotel/Housekeeping Coordinator
Harrah's Hotel
12.2012 - 07.2013
Office Manager
Young Audiences Of Louisiana
05.2012 - 08.2014
Front Desk Agent
Queen & Crescent HotelNew Orleans
08.2010 - 05.2012
Front Desk Agent
Ambassador Hotel
11.2009 - 08.2010
Associates - Hospitality Administration And Management
Delgado Community College
High School Diploma -
McDonogh 35 College Prep High School