Jessica Rockefeller

Work History

Store Manager

Pool & Patio Center

Winter Haven , FL

2023.08 - Current

Monitored inventory levels and placed orders to restock shelves.
Implemented efficient processes for daily store operations such as opening/closing tasks and handling cash transactions.
Implemented efficient systems for tracking stock movement.
Resolved customer complaints in a timely manner.
Effectively handled and resolved customer inquiries, complaints, and escalations.
Provided customer service to guests during events.
Established best practices for customer service initiatives.
Greeted guests and provided exceptional customer service.
Provided friendly and courteous customer service.
Provided excellent customer service throughout each shift.
Monitored customer service standards and provided feedback to staff members in order to ensure quality customer service.
Provided exceptional customer service to ensure satisfaction.
Provided exceptional customer service to all customers.
Supervised team of Customer Service Representatives to ensure effective customer service and adherence to departmental policies.
Identified and resolved customer service issues.
Maintained high standards of customer service.
Resolved customer service issues promptly while consistently delivering exceptional customer service.

Front Desk Agent

Hilton Grand Vacations Inc.

Orlando , FL

2019.07 - Current

Warmly greeted incoming guests approaching front desk in accordance to Hilton Standards, issuing room keys and providing information regarding policies and amenities on property
Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs
Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns
Posted charges, updated accounts and issued bills to departing guests
Coordinated with internal departments to handle wide range of guest needs
Managed customer complaints and rectified issues to complete satisfaction
Contacted housekeeping services and maintenance personnel regarding problems with guest rooms
Drafted and maintained incident reports, daily activity logs and other documents requested by management
Worked with co workers and management to meet all incoming guest needs, smooth check-in processes and maximize satisfaction
Pleasantly answered phone calls and routed to proper guest or department
Input customer data using VOICE software and made immediate updates to reflect room changes
Computed guest billings and posted charges to room accounts
Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons
Posted room charges such as food, liquor and gift shop purchases based on individual customer actions
Arranged special accommodations and amenities for guests to maintain optimal satisfaction
Educated guests regarding important property information and directions to all areas of hotel, including pool deck, gift shop and restaurant
Handled payment processing duties and provided customers with receipts and proper bills and change.

Server

4 Corners Tavern

Davenport , FL

2017.06 - 2019.06

Responsible for setting up restaurant, making sure environment is ready for start of shift
Greet tables in a kindly and appropriate manner
Educated guests on daily specials and menu offerings such as appetizers, entrees and desserts
Operated POS terminals to input orders, split bills and calculate totals
Satisfied customers by keeping drinks topped off and anticipating needs such as condiments and extra napkins
Communicated effectively with kitchen staff regarding customer allergies, dietary needs and other special requests
Maximized team performance by training new employees on proper food handling, guest expectations and restaurant protocols
Restocked nonperishables and other items, including condiments and napkins from inventory to keep pantry well-supplied
Completed opening and closing checklists, including emptying trash, safeguarding alcohol and polishing silverware.

Front Desk Receptionist

Champions Gate Carwash

Davenport , FL

2016.06 - 2017.06

Acknowledge and greet all guest upon arrival
Providing guest with friendly and professional service to insure guest are in a comfortable environment
Process guest payments for services, food, beverages, and other merchandise
Answer phone calls and or emails, handling or directing calls/emails to appropriate recipient
Handle cash register draw/safe, dealing with large amounts of money at one point in time
Address and manage or redirect customer request, and or complaints on the phone and in person
Handle scheduling appointments, maintaining the appointment book
Upsold packages and additional services to customers to drive business revenue
Processed payments, issued bills and kept drawers accurate to meet financial targets.

Hostess/Food Runner

Celebration Town Tavern

Celebration , FL

2012.01 - 2016.12

Acknowledge and greet guest upon arrival, seating and escorting parties to assigned tables, informing guest of any delays
Accept and organize reservations, in addition to prioritizing reservations in order to accommodate guest
Present menus, answer guests' questions regarding menu, specials
Create a personal dining experience for each individual/party
Prepare and assign floor plans prior to shifts, presenting them to manager/servers in pre-shift meeting
Delivered food to waiting parties quickly and efficiently
Obtain knowledge of all ingredients and details for every dish on menu
Maintained open communication with kitchen staff regarding cook times to prevent overloading workers and creating dissatisfied customers
Supported management by helping resolving customer service and food-related issues to maintain guest satisfaction
Stayed on top of server availability and table turnover to make accurate decisions about seating locations
Cleaned and inspected food preparation areas for safe and sanitary food-handling practices.

Summary

Overview

Work History

Store Manager

Front Desk Agent

Server

Front Desk Receptionist

Hostess/Food Runner

Education

Skills

Certification

Additional Information

Work Availability

Timeline

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