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Heather Brock
Afton
Summary
Professional with strong foundation in hospitality management, specializing in guest services. Adept at leading teams, ensuring exceptional customer satisfaction, and adapting to evolving needs. Skilled in conflict resolution, staff training, and operational efficiency. Known for reliability, effective communication, and results-driven approach.
Overview
8
8
years of professional experience
Work History
Guest Services Supervisor
The White Buffalo Club
11.2024 - Current
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
- Collaborated with housekeeping staff to ensure timely room turnovers and high cleanliness standards.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
- Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
- Implemented a proactive approach to problem-solving for swift resolution of guest issues and complaints.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Fostered culture of continuous improvement, encouraging staff to contribute ideas for enhancing guest satisfaction.
Server
Sage Hospitality
07.2021 - Current
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Stayed up-to-date on menu changes to help customers make food choices.
- Greeted new customers, discussed specials and took drink orders.
- Kept server areas clean and stocked to increase efficiency while working tables.
Traffic Control Flagger
S & L Industrial
03.2018 - 07.2020
- Used flagging tools such as stop and slow paddle and red flag.
- Patiently directed motorists towards detours and alternate routes.
- Actively alerted construction crew about vehicles failing to obey signals, preventing accident and injury.
- Intimately familiar with flagging safety regulations and equipment as published by OSHA.
- Controlled flow of automotive traffic under direction of project supervisor.
Bartender, Server, Front of House Supervisor
Old Yellowstone Garage
05.2017 - 01.2019
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Managed accurate register and produced daily sales reports backing up inventory usage numbers.
- Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Set up bar for operation, obtained cash bank and stocked service bar.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Cultivated warm relationships with regular customers.
- Elevated customer satisfaction through followup and enthusiastic customer service.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
Server
Colters Lodge
04.2017 - 08.2018
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Elevated customer satisfaction through followup and enthusiastic customer service.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
Education
Certificate - Certified Nurses Assistant
Western Wyoming Community College
Rock Springs, WY06.2014
Associate of Arts - Nursing
Aiken Technical College
Aiken, SC05-2005
Skills
- Dining Room Cleaning and Upkeep
- Transactions and Cash Handling
- Conflict and Complaint Resolution
- Customer Service and Rapport
- Warm and Friendly
- Specials Promotion and Upselling
- Food and Beverage Service
- Place Settings
- Menu Memorization and Presentation
- Professional Service Standards
- Hospitality and Guest Service
- Workstation Maintenance
- Coffee and Tea Preparation
- Special Requests and Substitutions
- Customer service standards
- Conflict management
- Guest relations
- Processing payments
- Customer service
Interests
Timeline
Guest Services Supervisor
The White Buffalo Club
11.2024 - Current
Server
Sage Hospitality
07.2021 - Current
Traffic Control Flagger
S & L Industrial
03.2018 - 07.2020
Bartender, Server, Front of House Supervisor
Old Yellowstone Garage
05.2017 - 01.2019
Server
Colters Lodge
04.2017 - 08.2018
Certificate - Certified Nurses Assistant
Western Wyoming Community College
Associate of Arts - Nursing
Aiken Technical College
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