Jacqueline Burt
TITUSVILLE,FL
Summary
With a proven track record at Best Western, I excel in guest relations and reservations management, enhancing customer satisfaction and operational efficiency. My expertise in problem-solving and hospitality services has significantly improved guest experiences, fostering positive reviews and repeat business. I'm adept at training and mentoring, demonstrating strong leadership and organizational skills.
Overview
19
19
years of professional experience
Work History
Front Deak Manager
Best Western
09.2020 - 11.2022
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Checked guests in out of hotel, made reservations, and processed payments.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Resolved guest complaints by addressing issues with rooms promptly.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Optimized room inventory management, resulting in reduced overbooking occurrences.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Promoted upselling opportunities to maximize revenue through available add-ons and packages.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Sales Associate
Prize Possessions
11.2003 - 06.2004
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Gift wrapped purchases
- Built toy displays
Sales Floor Associate
Walmart
03.2005 - 11.2013
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Maintained a clean and organized sales floor, ensuring an efficient shopping experience for customers.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Assisted in inventory management, conducting regular counts and restocking merchandise as needed.
- Utilized strong time management skills to balance multiple responsibilities, including assisting customers, managing inventory, and maintaining store cleanliness.
- Demonstrated excellent communication skills when interacting with both customers and colleagues, fostering a positive work environment.
- Developed strong product knowledge to address customer inquiries accurately and efficiently.
- Handled cash transactions accurately, ensuring proper change was given and maintaining balanced registers at the end of each shift.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Contributed to loss prevention initiatives by diligently monitoring suspicious activity on the sales floor and reporting concerns promptly to management.
- Utilized customer feedback to improve services and apply best practices.
- Managed customer returns and exchanges, adhering to store policies while keeping customer satisfaction a top priority.
- Streamlined checkout processes for greater efficiency by quickly scanning items, bagging purchases securely, applying discounts, and processing transactions accurately.
- Improved store cleanliness and organization, leading to more appealing shopping environment.
- Handled returns and exchanges with focus on customer satisfaction and policy adherence.
- Participated in regular training sessions to improve product knowledge and sales techniques.
- Assisted in inventory management, ensuring product availability and timely restocking.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Cashier
Sonnys Real Pit BBQ
06.2004 - 05.2005
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
Server
Roadhouse Grill
07.2003 - 05.2005
- 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.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Maintained high standards of personal appearance and hygiene, reflecting positively on establishment.
Education
Phlebotomy - Medical
Eastern Florida State College
Titusville, FLSkills
- Customer Service
- Check-in and Check-out Procedures
- Problem-solving skills
- Problem-Solving
- Guest Relations
- Customer service expertise
- Hospitality services
- Listening Skills
- Hospitality Management
- Time Management
- Guest Services
- Training and mentoring
- Sales and Upselling
- Reservations Management
- Property Security
- Cash control
- Computer Reservations Systems
- Bookkeeping
- Organization and recordkeeping
Timeline
Front Deak Manager
Best Western
09.2020 - 11.2022
Sales Floor Associate
Walmart
03.2005 - 11.2013
Cashier
Sonnys Real Pit BBQ
06.2004 - 05.2005
Sales Associate
Prize Possessions
11.2003 - 06.2004
Server
Roadhouse Grill
07.2003 - 05.2005
Phlebotomy - Medical
Eastern Florida State College