Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Franki Wilson

Atlanta,GA

Summary

Dynamic leader with a proven track record at Cava Grill, enhancing guest experiences and streamlining operations. Expert in guest relations and reservation systems, I excel in communication and multitasking, significantly improving efficiency and satisfaction. My background in hospitality drives my success in training teams and elevating service standards.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Guest Experience Manager

Cava Grill
02.2024 - Current
  • Trained new team members on company policies and procedures to maintain consistent guest experience standards.
  • Ensured seamless check-in/check-out processes by creating clear guidelines and providing staff with comprehensive training.
  • Organized special events tailored to guests'' interests, promoting engagement and loyalty within the hotel community.
  • Streamlined front desk operations for improved efficiency and reduced wait times.
  • Managed reservation system updates, ensuring accurate room availability information for guests and staff.
  • Mentored junior staff members in best practices for delivering outstanding service experiences to guests from diverse backgrounds.

Online Grocery Associate

Walmart
12.2021 - 03.2023
  • Managed multiple priorities simultaneously, consistently meeting or exceeding deadlines for order completion and pickup times.
  • Improved customer satisfaction by efficiently and accurately fulfilling online grocery orders.
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Tracked substitutions and informed customers of changes.
  • Assisted in training new Online Grocery Associates, sharing best practices for efficient order processing and customer service techniques.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Consistently met deadlines and quality goals for accuracy and timeliness.
  • Maintained high levels of accuracy in order fulfillment, ensuring customer satisfaction and repeat business.
  • Contributed to a positive work environment through effective communication and teamwork among fellow associates.

Cashier Team Lead

Dicks Sporting Goods Distribution Center
12.2022 - 01.2023
  • Trained new team members on company policies and procedures to maintain consistent guest experience standards.
  • Ensured seamless check-in/check-out processes by creating clear guidelines and providing staff with comprehensive training.
  • Organized special events tailored to guests'' interests, promoting engagement and loyalty within the hotel community.
  • Streamlined front desk operations for improved efficiency and reduced wait times.
  • Managed reservation system updates, ensuring accurate room availability information for guests and staff.
  • Mentored junior staff members in best practices for delivering outstanding service experiences to guests from diverse backgrounds.

Expo Runner

Shake Shack
04.2019 - 03.2020
  • Developed strong communication skills while liaising between front-of-house and back-of-house teams.
  • Contributed to a positive team environment by assisting coworkers during busy periods when necessary.
  • Streamlined plating processes by organizing ingredients and utensils ahead of time for optimal efficiency during service hours.
  • Assisted wait staff with table setting by fetching and placing tableware, eating utensils and napkins.
  • Delivered food orders from kitchen to customers' tables.
  • Promoted waste reduction initiatives within the kitchen, repurposing or properly disposing of unused ingredients.
  • Supported kitchen staff in maintaining cleanliness and organization throughout service hours.

Education

Bachelor - Psychology

Clayton State University
Morrow, GA

Skills

  • Exceptional communication
  • Property management
  • Language fluency
  • Sales and upselling
  • Guest relations expertise
  • Reservation systems proficiency
  • Guest services
  • Guest communication
  • Hospitality and service industry background
  • Guest complaint resolution
  • Data entry proficiency
  • Team member development
  • Account management
  • Guest account management
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Front desk operations
  • Computer skills
  • Cash handling
  • Detail-oriented
  • Customer service management

Certification

State Manager Food Safety Certified

Timeline

Guest Experience Manager

Cava Grill
02.2024 - Current

Cashier Team Lead

Dicks Sporting Goods Distribution Center
12.2022 - 01.2023

Online Grocery Associate

Walmart
12.2021 - 03.2023

Expo Runner

Shake Shack
04.2019 - 03.2020

Bachelor - Psychology

Clayton State University

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Franki Wilson