Janessa Hargrove
Amarillo,TX
Summary
Versatile Lead Guest Services Specialist at a customer focused fast-paced recreational facility experienced in supervising, delegating, and managing day to day duties and operations of a team of 12 plus staff members. Dependable, flexible, and dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence in current and past positions, having been nominated for Employee of the Month a total of 4 times, and securing the position of Employee of the Month a total of 2 times in the 1 year and 9 months while employed at the Center Of Recreational Excellence (CORE). Have built the trust of staff and a good rapport with fellow co-workers up and down the chain of command. Authorized to work in the US for any employer
Overview
9
9
years of professional experience
Work History
Contemporary Sales Specialist
Dillard's
Amarillo, TX
07.2021 - Current
- Work as the face of the department store chain
- Primary responsibilities include greeting and interacting with customers, helping procure appropriate purchases through suggestive selling, and correctly cashing out final selections
- Meet monthly sales quotas
- Hold workable knowledge of current fashions, trends, and styles
- Responsible for balancing multiple cash drawers
- Other responsibilities include controlling inventory, strategically merchandising via product placement, assisting customer service with online orders, and maintaining store cleanliness.
Lead Guest Services Specialist
CENTER OF RECREATIONAL EXCELLENCE
Hobbs, NM
02.2020 - Current
- Supervision of a team of up to 12 Guest Service Specialists, as well as supervision of additional staff members assisting the Guest Services division
- Responsible for overseeing fast-paced front desk operations at peak attendance hours during 100 percent capacity and through limited capacity during Covid-19 pandemic response
- Oversee that Daily Duties are completed, accurate, and performed in a timely manner; complete duties, special projects, and associated tasks thoroughly and accurately in an environment with frequent interruptions and distractions
- Act as a liaison amongst division coordinators, facility director, staff, volunteers, and guests, ensuring proper communication is demonstrated and followed-up
- Responsible for training of new staff, training of eTrak recreation software system, and ensuring new hire training packets are completed accordingly; provides constructive feedback resulting in higher morale and increased employee retention
- Assist in the hiring process of the Guest Services division with assistance from the Guest Services Coordinator. Recruits, interviews, assists in filling out PA forms and new hire paperwork; trains, supervises, evaluates, develops and disciplines staff to ensure safe and effective services
- Responsible for Guest Services Specialists One on One meetings and Employee Evaluations via the Neogov system
- Responsible for assisting Guest Services Coordinators with the development of Guest Services forms and procedures, inventory marketing, inventory displays, Inventory Reports, Open Balance Report, Expiring Credit Cards Report, processing cancellations each month, processing membership changes accordingly, and assisting with adding/excluding fees based on current Covid-19 discount rates
- Responsible for handing out cash bags at the beginning of each shift, cashing out each GSS at the end of each shift, and performing End of Shift Audit per End of Shift Report with each GSS; responsible for processing voids, changing fees accordingly, processing refunds on daily transactions, filing and maintaining guest account information
- Take reservations over the phone and in-person, recording guest information in Google Docs and verifying details. Communication with facility rental lead and staff confirming reservations and thorough expectations of policies conveyed to guests requesting reservations following Covid19 protocol
- Use quick response and dynamic service skills to build relationships with patrons, improving customer retention rate through compassion, professionalism, and empathy
- Oversee general cleaning duties performed by guest services staff to include basic cleanliness of game zone equipment, front desk area, front lobby, and mailroom
- Attend all scheduled Guest Services Coordinator meetings, Leadership meetings, and trainings as required
Customer Support Associate
Atmos Energy Corp
Amarillo, TX
07.2023 - 07.2024
- Perform basic customer service activities, including billing review and adjustment, service order creation and emergency call handling. Maintain working knowledge of Atmos Energy customer service policies, procedures, and systems. Review, analyze, and correct issues with designated level of authority and in compliance with governmental regulations.
Guest Service Representative
INTERCONTINENTAL HOTELS GROUP
Round Rock, TX
11.2018 - 07.2019
- In charge of daily and nightly operations of hotel Front Desk in the absence of General Manager
- Responsible for making, confirming, and canceling reservations via telephone/ Opera software system; greeting, registering, suggestively selling rooms, and assigning rooms to guests in an efficient and friendly manner
- In charge of monitoring Guest Services Reviews to maintain customer retention
- Responsible for communication with housekeeping and maintenance personnel regarding special requests and problems, guest check outs and departures, laundry, special accommodations, swimming pool area, and kitchen area, and ensure they are addressed in a timely and acceptable manner
- Responsible for accurately computing bills, collecting payments, make change for guests and making deposits according to cash handling procedures; keep accounts in balance and ran daily reports to verify totals
- Maintain the shift-to-shift log accurately to ensure proper communication between shifts is maintained
- Investigate guest challenges and sources of dissatisfaction to offer timely resolution
- Resolve sources of dissatisfaction and implemented processes to prohibit future service obstacles
- Deposit guests' valuables in hotel safe or safe deposit box
- Maintain the cleanliness and organization of Lobby, Dining, and Pool area
- Attend weekly staff meetings to relay accurate information, policies and procedures are understood, and to address all and any staff ideas and concerns
Sales Associate
VICTORIA'S SECRET
Cedar Park, TX
09.2016 - 01.2019
- Charged with supervising staff in absence of department managers
- Support all merchandise flow activities, including assisting in leading teams in processing and replenishment
- Assist in setting up store displays outside of store hours
- Create a positive first impression for the customer through an energetic attitude; provide quality service in all areas and departments, and prioritizing customer satisfaction by following up in a timely manner
- Assist with stockroom organization and inventory scanning
- Responsible for own cash drawer; processing cash, checks, and credit card payments from customers; process returns and refunds as necessary; maintain cash control over register drawer and verify amounts are correct
- Participate in and attend all store meetings and other related functions
- Represent a positive attitude toward the merchandise, the brand and the company
- Participate in all inventory audits
- Stay in constant communication via headset with team members regarding all operations and concerns
- Create a sparkling clean and organized environment by maintaining store standards and cleanliness
- Ensure all merchandise is organized, neatly displayed, and in it's appropriate area
- Provide customers with current relevant information about products and promotions
- Additional Information Started at the Lubbock, TX location in 2016 and transferred to the Cedar Park, TX location in 2018.
Education
Enhanced Skills in Sound Technology Certification - undefined
South Plains College
Levelland, TX12.2016
Sound Engineering - Associates of Applied Science in Sound Technology
South Plains College
Levelland, TX12.2016
Music - Associate in Arts (AA)
New Mexico Junior College
Hobbs, NM05.2009
Groups
- SXSW Social Media and Live Sound
- March 2018 to Present
- Intern under the direction of Relix Media Group Music Magazine and Brooklyn Bowl Productions, assisting in Live Sound Production, for the past 4 years. Assists with band load ins and load outs, Event Coordination, and Box Office Duties. Charged with Stage Management, Sound Tech duties, and Live Sound Mixing for SXSW showcases in Austin, TX.
Timeline
Customer Support Associate
Atmos Energy Corp
07.2023 - 07.2024
Contemporary Sales Specialist
Dillard's
07.2021 - Current
Lead Guest Services Specialist
CENTER OF RECREATIONAL EXCELLENCE
02.2020 - Current
Guest Service Representative
INTERCONTINENTAL HOTELS GROUP
11.2018 - 07.2019
Sales Associate
VICTORIA'S SECRET
09.2016 - 01.2019
Enhanced Skills in Sound Technology Certification - undefined
South Plains College
Sound Engineering - Associates of Applied Science in Sound Technology
South Plains College
Music - Associate in Arts (AA)
New Mexico Junior College