DARLENE KESSLER
Summary
Proven to enhance guest experiences through exceptional service and efficiency, notably at Hampton Inn By Hilton. Skilled in food safety and guest satisfaction, I excel in multitasking and problem-solving, ensuring operational excellence. My dedication has significantly contributed to improving customer satisfaction and operational workflows, embodying reliability and a results-driven approach. Friendly [Job Title] with strong history of excellent guest service. Effectively multi-tasked to efficiently complete various food and beverage functions. Trained in set-up, restock and takedown. Skilled in cleaning and disinfecting to meet company standards. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
38
38
years of professional experience
Work History
Breakfast Bar Attendant
Hampton Inn By Hilton
04.2024 - Current
- Disposed of trash, wiped kitchen areas and mopped floors to meet health department sanitation inspection guidelines.
- Prepared selection of coffees, fresh juices and other beverages for guest enjoyment.
- Executed efficient breakfast bar set-up and operations beginning at early hours and finishing prior to check out times.
- Resolved guest concerns quickly regarding food selection, beverage availability and freshness.
- Replenished hot and cold food table and stocked beverage dispensers, plates and utensils and ice supply.
- Maintained a clean and welcoming breakfast area for guests to enjoy their morning meals.
- Reduced waste by monitoring portion control and adjusting food preparations accordingly.
- Promoted a safe working environment by adhering to health and safety regulations at all times.
- Monitored food safety and cleanliness standards, adhering to all company protocols and guidelines.
- Provided exceptional customer service by addressing guest concerns or special requests promptly and professionally.
- Upheld consistency in food quality by following established recipes and presentation guidelines.
- Proactively resolved any potential issues that may have arisen within the breakfast area before they escalated into problems for guests or staff members.
- Maximized efficiency by multitasking between various responsibilities during peak meal times.
- Contributed to the hotel''s overall success by maintaining positive guest experiences through attentive service.
- Efficiently restocked breakfast items as needed, minimizing wait times for guests.
- Answered customer questions about food and beverage items and assisted with menu selections.
- Provided attentive service and proactively assessed guest needs.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
- Checked dining area supplies of linens and replenished low stock.
- Established rapport with customers by providing friendly and attentive service.
- Greeted customers upon arrival to dining room.
Food Service Worker 1
Bassett Healthcare Network
10.2023 - 03.2024
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained safety standards by properly handling food and adhering to sanitation guidelines.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Greeted customers at counter to fulfill requests and answer questions.
- Operated cash register accurately, managing transactions efficiently while providing excellent customer service.
- Promoted a positive work environment through effective communication with colleagues and supervisors.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Developed and maintained positive relationships with customers to enhance service.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Set up and broke down food service lines quickly to maintain service flow.
- Enhanced customer satisfaction by maintaining a clean and organized dining area.
- Handled cash transactions and point-of-sale operations to assist dining room staff during busy service periods.
- Increased daily sales by upselling menu items based on customer preferences.
- Greeted customers and answered inquiries regarding menu items and specials.
- Processed customer payments and balanced cash drawers.
- Kept register accurate through correct billing, payment processing, and cash management practices.
Food Service Worker
Sodexo Inc
02.2008 - 08.2023
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained safety standards by properly handling food and adhering to sanitation guidelines.
- Greeted customers at counter to fulfill requests and answer questions.
- Operated cash register accurately, managing transactions efficiently while providing excellent customer service.
- Promoted a positive work environment through effective communication with colleagues and supervisors.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Demonstrated versatility by quickly adapting to various roles within the food service environment as needed.
- Developed and maintained positive relationships with customers to enhance service.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Delivered exceptional service by promptly addressing customer concerns and special requests.
Barista
Starbucks
02.2012 - 08.2017
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Maintained regular and consistent attendance and punctuality.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Completed successful daily cash audits to correctly balance drawers at end of shifts.
- Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
- Showcased versatility by assisting in other areas of the café as needed, including food preparation or table service when required.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
- Participated in regular staff meetings to share feedback, discuss improvements, and stay informed about company updates.
- Kept up-to-date with industry trends, incorporating new ideas into drink preparation and presentation.
- Prepared specialty drinks such as cappuccinos, lattes and mochas.
- Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
- Sanitized equipment and wiped down counters and tables to prevent spread of germs.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Helped management keep adequate supply on hand by notifying of shortages.
- Learned special recipe items and seasonal offerings to best meet customer needs.
- Explained beverage preparation and offered samples to help customers choose ideal items.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
- Promoted additional items with beverages, increasing store sales.
- Packaged bagels, muffins and other food items for customer purchase.
- Minimized spoilage with proper use of first-in-first-out stock procedures.
Teachers Aide
Laurens Central School
08.2003 - 06.2008
- Assisted teachers with supervision and care of 23 children. as well as 1:1 aide
- Supported student physical, mental, and social development using classroom games and activities.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Supported student learning objectives through personalized and small group assistance.
- Maintained safety and security by overseeing students in recess environments.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Supported classroom activities, tutoring, and reviewing work.
- Supervised students on field trips for safety and proper behavior in public settings.
- Distributed learning materials such as worksheets, textbooks and group assignments.
- Facilitated activities in small groups to reinforce concepts taught by class teacher.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Provided instructional support to students unable to attend regular classes.
Customer Service Representative
Reinhardt Home Heating
10.1995 - 06.1998
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
Teachers Aide
Bugbee Children's Center
03.1988 - 02.1996
- Assisted teachers with supervision and care of group of 12 infants
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- kept daily logs of individual infant care and changes
- prepared meals and bottles according to parental instructions
- daily activities including play and outside walks
Reservationist/Complaint Officer/Company Trainer
Catskill Airways
08.1986 - 04.1990
- Utilized reservation software proficiently, ensuring quick response times during high call volumes.
- Enhanced customer satisfaction by efficiently managing reservations and promptly addressing inquiries.
- Handled challenging situations or dissatisfied customers professionally, resolving issues and retaining business when possible.
- Proactively communicated potential availability issues or overbooking concerns with management to find solutions before impacting guest experience.
- Consistently met or exceeded performance metrics for call handling, reservation accuracy and upselling.
- Demonstrated excellent multitasking skills while juggling multiple phone lines, emails, and walk-in guests simultaneously during peak periods.
- Developed strong relationships with clients, leading to repeat bookings and referrals.
- Ensured data accuracy within the reservation system by regularly updating guest profiles, preferences, and special requests.
- Provided exceptional customer service, resulting in positive guest reviews and improved online ratings.
- Streamlined reservation processes for increased accuracy and reduced errors.
- Reduced no-shows by implementing a proactive confirmation system for upcoming reservations.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Handled billing information over phone.
- Resolved various issues and discrepancies for customers.
- Provided customers with information about availability and pricing.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Worked closely with front desk to achieve full occupancy of property.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Addressed public questions, complaints and requests and provided necessary assistance.
- Supervised, directed and evaluated assigned staff members and newly hired officers.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated employee performance post-training to ensure learning objectives were met and determine areas requiring additional support or coaching.
- Trained and mentored new personnel hired to fulfill various roles.
Education
High School Diploma -
Milford Central School
Milford,NY06.1984
Skills
- Efficient multitasking
- Reliability and punctuality
- Food safety knowledge
- Cross-Training Capabilities
- Greeting guests
- Guest satisfaction
- Guest Assistance
- Stocking
- Guest Relations
- Stock replenishment
- Food restocking
- Grab and Go preparation
- Buffet maintenance
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Cleaning
- Clear Communication
- Guest service
- Decision-Making
- Customer Relations
- Flexible Schedule
- Cash Register Operation
- Employee Training
- Complaint Handling
- Quality Control
- Payment Processing
- Performance Improvement
- Beverage Preparation
- Service Bar Restocking
- Cross-Selling and Upselling
- Beverage Making and Delivery
- Ordering Procedures
travel, camping ,dancing, like to dress up for the Holidays
I enjoy camping in the June-October months with my oldie but goodie camper. I like to follow my nephew and his band around during the summer..which leads to enjoying dancing! I like to go for long weekends or just a 2 night getaway.
I am a big kid when it comes to the holidays! I have dressed up in various outfits for all the Holidays but my favorites are Halloween and Christmas! I like to get the party started and get everyone up on their feet!!
Timeline
Breakfast Bar Attendant
Hampton Inn By Hilton
04.2024 - Current
Food Service Worker 1
Bassett Healthcare Network
10.2023 - 03.2024
Barista
Starbucks
02.2012 - 08.2017
Food Service Worker
Sodexo Inc
02.2008 - 08.2023
Teachers Aide
Laurens Central School
08.2003 - 06.2008
Customer Service Representative
Reinhardt Home Heating
10.1995 - 06.1998
Teachers Aide
Bugbee Children's Center
03.1988 - 02.1996
Reservationist/Complaint Officer/Company Trainer
Catskill Airways
08.1986 - 04.1990
High School Diploma -
Milford Central School