Elizabeth Howell
Hendersonville,NC
Summary
Passionate about creating exceptional guest experiences, I am exploring remote opportunities within the hospitality industry where I can leverage my expertise in guest relations and service excellence
Overview
25
25
years of professional experience
Work History
Hospitality/Operations Manager, Customer Experience
Anvik River Lodge
07.2021 - Current
- Ensure exceptional guest experiences by maintaining high service standards
- Interacted well with customers to build connections and nurture relationships
- Develop and implement strategies to improve guest satisfaction and loyalty
- Supervise day-to-day operations, including front desk, housekeeping, food and beverage services, and maintenance in a remote, off grid location
- Oversee scheduling, budgeting, and inventory management
- Recruit, train, and manage hospitality staff, fostering a positive and professional environment, while promoting a culture of service excellence and continuous improvement
- Reduced turnaround time for project completion through effective resource allocation and team management
- Oversee facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Implemented sustainability initiatives, reducing environmental impact.
Server
The Purple Onion
09.2020 - 05.2023
- Ensure customer satisfaction by being accessible, friendly, and anticipating their needs
- Thorough knowledge of menu offerings, including rotating seasonal menus, specials, spirits, and wine pairings
- Maintain a clean and safe work environment for co-workers and guests
- Knowledgeable in the use and set up of Toast Software
Lead Server
The French Broad Restaurant
09.2019 - 09.2020
- Ensure customer satisfaction by being accessible, friendly, and anticipating their needs
- Thorough knowledge of menu offerings, including rotating seasonal menus, specials, spirits, and wine pairings
- As a keyholder, maintain cleaning standards, opening and closing duties, and server tip outs
Assistant Reservations Manager/Reservations Specialist
Outer Banks Blue
04.2012 - 06.2020
- Customer Care
- Used area and product knowledge to engage with guests
- Used the nine non-negotiables to build a connection with potential guests and place them in a vacation rental that fits their needs
- Ability to multitask between calls, emails, webchats, walk in, and projects
- Use of 8 line phone system and dual screen computers
- Excel certified and proficient in outlook, word, and power point
- Streamline Management software super user
- Navis University Certified
- One on One training and management of agents in property management and lead management software, costumer care, policies, and procedures
- Defused issues with upset guests using the three A's (Acknowledge, Apologize, Act)
- Management of all contact accounts to ensure prompt response times
- Introduced innovative ideas to grow customer relations and create company procedures
- Maintained a safe, professional, and happy work environment
Sales Associate
K2 Studios
07.2017 - 07.2019
- Managed incoming product and sales of highend home furnishings and local art
- Wrote up product descriptions and created labels
- Customer service, assisted with interior design, special orders, transactions, shipping, loading
- As a key holder, responsible for all duties included in opening and closing the store
- Co-managed company Instagram
Buyer/Manager
Wave Riding Vehicles
04.2001 - 09.2011
- Managed Incoming product and sales of men's, women's, and kid's footwear and t-shirts
- Increased store inventory for higher sales and increased margins
- Customer Service, helped customers in dressing rooms, through the store, and at check out
- As a key holder, responsible for all duties included in opening or closing the store
- Redesigned floor layouts, resulting in more attractive presentation and an increase in customer traffic
- Created one of kind merchandise displays for all seasons
Housekeeping
Corolla Classics
04.2000 - 09.2003
- Weekly cleaning of luxury 6-8 bedroom homes including, but not limited to; kitchen, bathroom, changing linens, sweeping, mopping
- Vacuuming, dusting, straightening of pool areas and decks
Education
GED -
AVTEC- Alaska Vocational Technical School
06.2000
Skills
- Employee relations and conflict resolution
- Management
- Policies and procedures implementation
- Superb time management skills
- Delegation
- Unsurpassed work ethic
- Customer relations specialist
- Troubleshooting and problem solving
- Staff training/development
- Operational Efficiency
- Customer Relationship Management
- Process Improvement
Accomplishments
- Million Dollar Club- Produced over $1m in revenue for six consecutive years.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Hospitality/Operations Manager, Customer Experience
Anvik River Lodge
07.2021 - Current
Server
The Purple Onion
09.2020 - 05.2023
Lead Server
The French Broad Restaurant
09.2019 - 09.2020
Sales Associate
K2 Studios
07.2017 - 07.2019
Assistant Reservations Manager/Reservations Specialist
Outer Banks Blue
04.2012 - 06.2020
Buyer/Manager
Wave Riding Vehicles
04.2001 - 09.2011
Housekeeping
Corolla Classics
04.2000 - 09.2003
GED -
AVTEC- Alaska Vocational Technical School
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