Emily Estep
Del City,OK
Summary
Guest service representative offering a positive attitude and flexible schedule. Works well independently or with others as a team.
Customer service provider focused on greeting all customers in a friendly, welcoming manner. Seeking added responsibilities to help operations run smoothly.
Service worker with exceptional interpersonal skills. Reliable, punctual and works well under pressure.
Flexible employeewho excels in a fast-paced environment looking for a position with growth opportunities.
Outgoing person familiar with cash procedures. Possesses strong communication and time management skills.
Overview
6
6
years of professional experience
Work History
Guest Service Representative
McKinley Chalet
Denali National Park
05.2023 - 11.2023
- Delivered above-and-beyond service to guests, including setting up tours.
- Assisted guests by furnishing information and directions to various areas of property including gift shop and dining areas.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
Guest Service Foreman
Copper Mountain
12.2022 - 02.2023
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
Barista
Sugar Lips Mini Donuts - Colorado
11.2021 - 02.2023
- Recommended products based on solid understanding of individual customer needs and preferences.
- Maintained supply levels in counter and customer areas to meet typical demands.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Prioritized drink requests while managing interruptions.
- Controlled line and crowd with quick, efficient service.
- Provided in-depth information to customers on beverage preparation and offered samples of latest brews.
- Sanitized equipment and wiped down counters and tables to prevent spread of germs.
Front Desk Supervisor
Lakeview Hotel
Mackinac Island, MI
05.2022 - 09.2022
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
Guest Service Foreman
Copper Mountain
11.2021 - 04.2022
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
- Monitored product quality and communicated necessary improvements to site superintendent.
- Trained junior team members in customer service strategies and property policies.
- Set and managed policies for concierge services and guest relations.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
Guest Service Representative
McKinley Chalet Resort
Denali National Park
05.2021 - 09.2021
- Delivered above-and-beyond service to guests, including setting up tours.
- Assisted guests by furnishing information and directions to various areas of property including gift shop and dining areas.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
Team Member
Taco Bell
02.2021 - 04.2021
- Contributed to team success by completing jobs quickly and accurately.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
- Kept work areas clean, organized and safe to promote efficiency and team safety.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Learned all required tasks quickly to maximize performance.
- Sought out ways to go above and beyond job requirements.
Barista
Sugar Lips Mini Donuts - Colorado
07.2019 - 03.2020
- Recommended products based on solid understanding of individual customer needs and preferences.
- Maintained supply levels in counter and customer areas to meet typical demands.
- Sanitized Donut and Beverage equipment and wiped down counters and tables to prevent spread of germs.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
- Engendered customer loyalty by remembering personal preferences and allergy information.
- Maintained effective supply levels by monitoring.
- Maintained composure and work quality while under stress.
Guest Service Agent
Copper Mountain Resort
10.2018 - 03.2020
- Streamlined the check-in process to decrease wait times and increase customer satisfaction.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
Room Attendant
Denali Princess Wilderness Lodge
05.2018 - 09.2018
- Maintained the linen cart so that it was neat and organized.
- Promptly delivered extra linens, paper products and toiletries to guest rooms upon request.
- Used specified cleaning products in each guest room per company guidelines.
- Cleaned guest rooms and changed linens according to company specifications, ensuring that each room was in compliance with standard set up.
- Greeted and welcomed all hotel guests with a smile.
Cashier
Dunkin' Donuts
07.2017 - 03.2018
- Received customer payments.
- Greeted customers promptly.
- Described products and services in detail.
Education
High School Diploma -
Flour Bluff High School
2505 Waldron Rd, Corpus Christi, TX 784182016
Skills
- Flexible schedule capability
- High energy
- Service-oriented team player
- Valid driver’s license
- Multi-tasking ability
- Adaptability
- Payment processing
- Committed team player
- Proficient in customer service
- Friendly and helpful
- Dedicated team player
- Friendly demeanor
- Accurate money handling
- Customer-oriented
Timeline
Guest Service Representative
McKinley Chalet
05.2023 - 11.2023
Guest Service Foreman
Copper Mountain
12.2022 - 02.2023
Front Desk Supervisor
Lakeview Hotel
05.2022 - 09.2022
Barista
Sugar Lips Mini Donuts - Colorado
11.2021 - 02.2023
Guest Service Foreman
Copper Mountain
11.2021 - 04.2022
Guest Service Representative
McKinley Chalet Resort
05.2021 - 09.2021
Team Member
Taco Bell
02.2021 - 04.2021
Barista
Sugar Lips Mini Donuts - Colorado
07.2019 - 03.2020
Guest Service Agent
Copper Mountain Resort
10.2018 - 03.2020
Room Attendant
Denali Princess Wilderness Lodge
05.2018 - 09.2018
Cashier
Dunkin' Donuts
07.2017 - 03.2018
High School Diploma -
Flour Bluff High School