Hailena Gunter
Premium Services Supervisor
San Diego,CA
Summary
Proven leader in enhancing customer experiences and team performance at Delaware North Company, in Petco Parks's Blue Shield, fine dinning club, excelling in operations management and exceptional communication. Skilled in staff training, policy implementation, and guest relations, significantly improved client retention and service quality. Achieved notable success in cross-functional team collaboration and strategic planning, driving positive outcomes and fostering professional growth. A Guest Services professional with demonstrated success in optimizing policies, coordinating events and managing guest services operations. Well-versed in handling VIP guests and groups. Knowledgeable about customer preferences, industry standards and successful strategies for maintaining guest loyalty and building long-lasting relationships.
Overview
3
3
years of professional experience
1
1
year of post-secondary education
Work History
Premium Services Supervisor
Delaware North Company
San Diego, CA
02.2024 - Current
- Improved customer satisfaction by providing exceptional service and addressing client concerns promptly.
- Assisted in the development of new products and services tailored to meet the evolving needs of premium clientele.
- Managed a team of customer service representatives, fostering professional growth and development.
- Conducted regular performance evaluations for staff members, providing constructive feedback and guidance for improvement.
- Developed and implemented training programs to enhance employee skills and performance.
- Served as a liaison between clients and other departments within the organization to expedite issue resolution or escalate inquiries as needed appropriately.
- Streamlined processes for efficient service delivery, ensuring timely resolution of customer issues.
- Enhanced client retention rates through proactive outreach initiatives aimed at building rapport and fostering long-lasting relationships.
- Resolved escalated customer complaints efficiently, maintaining professionalism throughout interactions with clients.
- Evaluated client feedback surveys to identify areas for improvement within the Premium Services department, making necessary adjustments as needed.
- Facilitated open communication among team members, encouraging collaboration and knowledge sharing for improved performance outcomes.
- Collaborated with cross-functional teams such as the kitchen staff, security, and administration to improve overall premium services operations.
- Coordinated scheduling and staffing needs to ensure optimal coverage during peak hours or high volume periods.
- Maintained up-to-date knowledge of products and services offered.
- Trained junior team members in customer service strategies and property policies.
- Led daily staff meetings to maintain continuity of service and quality standards.
- Trained and/or managed teams of over 100 Guest Services Representatives successfully.
- Adhered to over 250 members in attendance.
Server/Waitress Supervisor
Katsu Cafe
San Diego, California
11.2023 - Current
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Bussed and reset tables to keep dining room and work areas clean.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
Manager Assistant
Chili's Bar and Grill
San Diego, California
12.2021 - 12.2023
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Supported efficient service flow by accurately relaying guest orders to kitchen staff and promptly delivering completed dishes to tables.
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
- Assisted with dining room set up prior to and after service period.
- Received consistent positive feedback from both customers and management for exceptional attention to detail and commitment to excellent service.
- Demonstrated knowledge of menu items, promoting daily specials and upselling appetizers or desserts when appropriate.
- Bussed tables between courses and load and unloaded trays to expedite tasks.
- Refilled drinks and condiments and restocked serving areas to minimize delays.
Education
Associate of Arts - Accounting And Business Management
San Diego Mesa College
San Diego, CA 06.2023 - Current
Skills
Sales strategy development
Timeline
Premium Services Supervisor
Delaware North Company
02.2024 - Current
Server/Waitress Supervisor
Katsu Cafe
11.2023 - Current
Associate of Arts - Accounting And Business Management
San Diego Mesa College
06.2023 - Current
Manager Assistant
Chili's Bar and Grill
12.2021 - 12.2023
Similar Profiles
Andre NgalamulumeAndre Ngalamulume
Cashier at Delaware North CompanyCashier at Delaware North Company
Kehinde AdesinaKehinde Adesina
Cashier at Delaware North company/MetLife stadiumCashier at Delaware North company/MetLife stadium
Li (Andy) YouLi (Andy) You
Site Accountant at Delaware North Comapny - Melbourne AirportSite Accountant at Delaware North Comapny - Melbourne Airport