Emma N. Parson
Altoona,IA
Summary
Dynamic leader with proven expertise in hospitality service, particularly at Schulte Hospitality, where I spearheaded front desk operations to significantly enhance guest satisfaction. Skilled in Microsoft Office and adept in conflict management, I excel in training and mentoring teams, driving productivity, and improving customer loyalty through innovative solutions and empathetic service.
Overview
6
6
years of professional experience
Work History
Hyatt Place Front Desk Team Lead
Schulte Hospitality
Des Moines, USA
01.2024 - Current
- Enhanced guest satisfaction by efficiently managing front desk operations, and addressing inquiries promptly.
- Resolved guest complaints with empathy and professionalism, resulting in increased customer loyalty.
- Assisted in staff recruitment, training, and scheduling to ensure optimal team performance and coverage during peak hours.
- Implemented new procedures to improve overall front desk productivity and guest experience.
Server/ Certified Trainer
The Cheesecake Factory
West Des Moines, USA
06.2020 - 12.2023
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
- Demonstrated strong knowledge of food and beverage service standards, and led by example to instill in new servers.
- Monitored new server performance, and offered continuous support throughout the training period.
Customer Service Associate
Hy-Vee
Des Moines, USA
01.2019 - 06.2020
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Handled cash register operations accurately during peak times.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Education
Bachelor's of - Organizational Studies
Grand View University
Des Moines06.2023
Associate's of - Liberal Arts
Des Moines Area Community College
Ankeny08.2021
Radiology -
Mercy College of Health Sciences
Des Moines08.2022
Skills
- Scheduling and planning
- Oral and written communications
- Guest relations
- strong leadership
- Hospitality service expertise
- Sales support
- Microsoft Office
- Training and Mentoring
- Problem-solving skills
- Conflict management
- Front desk management
Volunteer
- Ronald McDonald House
- Scottish Rite Preschool
Timeline
Hyatt Place Front Desk Team Lead
Schulte Hospitality
01.2024 - Current
Server/ Certified Trainer
The Cheesecake Factory
06.2020 - 12.2023
Customer Service Associate
Hy-Vee
01.2019 - 06.2020
Bachelor's of - Organizational Studies
Grand View University
Associate's of - Liberal Arts
Des Moines Area Community College
Radiology -
Mercy College of Health Sciences
Similar Profiles
David HiattDavid Hiatt
Regional Vice President of Operations at Schulte HospitalityRegional Vice President of Operations at Schulte Hospitality
Juan Roig BurgosJuan Roig Burgos
Head Houseman at Schulte Hospitality Group (Aloft / Element Midtown Hotel)Head Houseman at Schulte Hospitality Group (Aloft / Element Midtown Hotel)
Tina AndersonTina Anderson
Marriott/ Courtyard by Marriott Chicago UIC, GM at Schulte Hospitality GroupMarriott/ Courtyard by Marriott Chicago UIC, GM at Schulte Hospitality Group