Emalee Schacht
Estes Park,CO
Summary
Dynamic hospitality professional with proven expertise in service excellence and team management. Skilled in conflict resolution and sales, with a track record of enhancing customer satisfaction and loyalty. Adept at training and mentoring staff to exceed operational goals, demonstrating exceptional communication and planning abilities. Known for strong teamwork and adaptability in fast-paced environments, and valued by employers in field.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Hoch Resorts
01.2024 - 10.2024
- Welcomed a daily average of 40 arrivals pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Processed cancellations and refunds as needed.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Developed strong relationships with frequent guests for repeat business through personalized attention to preferences.
- Addressed room, amenity, and maintenance problems for immediate remediation.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Demonstrated adaptability during unexpected challenges such as system outages, power outages, and emergency situations while maintaining composure under pressure.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Self-motivated, with a strong sense of personal responsibility.
- Worked flexible hours across evening, weekend, and holiday shifts, as well as nights on-call.
Captain Waiter
The Boca Raton Resort and Club
01.2022 - 01.2024
- Acted as bartender with timely preparation and delivery of drinks to diners' tables.
- Streamlined table turnover process for increased efficiency and revenue generation.
- Implemented upselling strategies that contributed to increased average check size per guest.
- Trained new hires on restaurant policies, menu offerings, and service techniques for seamless integration into the team.
- Assisted in inventory management by tracking supplies and placing orders as needed.
- Showed high-level understanding of fine dining standards and practices.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Greeted new customers, discussed specials, and took drink orders.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Managed a team of junior waitstaff, ensuring high-quality service and adherence to restaurant standards.
Model Bartender
Seminole Hard Rock Hotel & Casino - Hollywood, FL
06.2022 - 03.2023
- Upheld strict regulations for safe alcohol service and food safety.
- Kept bar stocked with liquors, juices and garnishes for drinks.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Prepared garnishes by evenly slicing and pitting fruits.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
Cabana Butler
The Boca Raton Resort and Club
10.2021 - 01.2022
- Inspected all cleaning and household tasks for alignment with quality standards.
- Trained junior staff members in various aspects of butler service, enhancing their skills and improving overall team performance.
- Assisted with event planning and execution, ensuring successful gatherings that left lasting impressions on attendees.
- Acted as a trusted advisor to the employer by making informed suggestions regarding household matters, contributing to decision-making processes when required.
- Coordinated travel arrangements for family members and guests, leading to hassle-free trips and enjoyable experiences.
- Maintained professional yet personable relationship with employer by observing social boundaries and standards of privacy and confidentiality.
- Maintained high standards of cleanliness and organization throughout the property, resulting in a consistently welcoming environment for residents and guests.
- Developed and implemented individual care plans tailored to needs of each client.
- Handled confidential personal information with discretion and sensitivity, preserving trust between employer and employee.
- Provided exceptional childcare support by supervising daily activities and maintaining a nurturing environment for children in residence.
Bay Attendant
Top Golf
10.2020 - 09.2021
- Built and established positive relationships with patrons, team members and supervisors.
- Improved customer satisfaction by providing exceptional service and assistance to golfers.
- Proven ability to learn quickly and adapt to new situations.
- Enhanced players' understanding of golf strategy and game management with in-depth analysis and advice.
- Cultivated positive relationships with students and parents to foster an atmosphere conducive to learning and improvement.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Addressed customer complaints or concerns professionally and compassionately, ensuring swift resolution and maintaining positive relationships.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
Model Server
Seminole Hard Rock Hotel & Casino - Hollywood, FL
09.2019 - 11.2020
- Increased customer satisfaction by providing exemplary cocktail service and attention to detail.
- Established rapport with high-profile clients, leading to increased loyalty and repeat business.
- Balanced multiple tasks simultaneously without compromising the quality of service provided during busy shifts.
- Managed VIP reservations, ensuring personalized experiences and seamless coordination of services.
- Handled cash transactions accurately, maintained proper inventory records and ensured compliance with all regulations regarding alcohol consumption on premises.
- Increased sales significantly by upselling higher-end products to customers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Anticipated guests'' needs proactively while providing attentive yet discreet service in line with their expectations.
- Collaborated with bartenders to ensure timely preparation of drinks for efficient service.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Exceeded personal performance goals while contributing positively towards the overall success of the establishment''s objectives.
Bartender
Marriott
05.2019 - 11.2019
- Upheld strict regulations for safe alcohol service and food safety.
- Kept bar stocked with liquors, juices and garnishes for drinks.
- Mixed unique and interesting cocktails for customers, including bar specials.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
Education
High School Diploma -
Coral Glades
Coral Springs, FL06-2018
Skills
- Hospitality service expertise
- Oral and written communications
- Team Management
- Credit and cash payments
- Listening Skills
- Detail Oriented
- Phone and Email Etiquette
- Sales expertise
- Training and mentoring
- Tourism Knowledge
- Effective Planning
- Food and beverage expertise
Timeline
Front Desk Agent
Hoch Resorts
01.2024 - 10.2024
Model Bartender
Seminole Hard Rock Hotel & Casino - Hollywood, FL
06.2022 - 03.2023
Captain Waiter
The Boca Raton Resort and Club
01.2022 - 01.2024
Cabana Butler
The Boca Raton Resort and Club
10.2021 - 01.2022
Bay Attendant
Top Golf
10.2020 - 09.2021
Model Server
Seminole Hard Rock Hotel & Casino - Hollywood, FL
09.2019 - 11.2020
Bartender
Marriott
05.2019 - 11.2019
High School Diploma -
Coral Glades