Jessica Wack
Portland,OR
Summary
Dynamic team leader with a proven track record at Extended Stay America, excelling in employee training and guest service. Enhanced operational efficiency through strategic problem-solving and performance improvement initiatives, resulting in increased customer satisfaction. Skilled in multitasking and conflict resolution, fostering a motivated team environment that drives success.
Overview
26
26
years of professional experience
Work History
Team Shift Lead
Jacksons
Portland
08.2025 - Current
- Addressed customer inquiries and complaints to enhance satisfaction and loyalty.
- Implemented process improvements that streamlined daily shifts and reduced wait times.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Helped store management meet standards of service and quality in daily operations.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Responded to and resolved customer questions and concerns.
- Enforced company policies and regulations with employees.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Monitored food inventory and supplies to prevent waste.
- Monitored food preparation, production, and plating for quality control.
- Collaborated with management to develop strategies for improving overall store operations.
Front Desk Supervisor
Extended Stay America
Portland, OR
12.2024 - 08.2025
- Supervised front desk operations, ensuring exceptional guest service and satisfaction.
- Managed staff scheduling and performance evaluations to optimize team efficiency.
- Trained new hires on customer service protocols and hotel systems.
- Resolved guest inquiries and complaints promptly to enhance overall experience.
- Coordinated communication between departments to streamline operational workflows.
- Implemented procedures for check-in/check-out processes, improving efficiency and accuracy.
- Conducted regular audits of front desk transactions to maintain financial integrity.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Collected room deposits, fees, and payments.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
- Checked guests in out of hotel, made reservations, and processed payments.
- Kept accounts in balance and ran daily reports to verify totals.
- Resolved guest complaints by addressing issues with rooms promptly.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Front Desk Agent
The Courtyard by Marriott
Portland, OR
10.2023 - 11.2024
- Managed front desk operations, ensuring efficient check-in and check-out processes.
- Provided exemplary customer service, addressing guest inquiries and resolving issues promptly.
- Coordinated room assignments and maintained accurate reservation records using property management systems.
- Assisted in training new staff members on hotel procedures and customer service best practices.
- Developed strong relationships with guests, fostering repeat business through personalized service initiatives.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Answered customer telephone calls promptly and appropriately handled needs.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Assistant General Manager
Extended Stay America
Portland, OR
06.2022 - 09.2024
- Oversaw daily operations to enhance guest satisfaction and streamline service delivery.
- Implemented staff training programs to improve team performance and operational efficiency.
- Managed inventory control systems, ensuring accuracy in stock levels and minimizing waste.
- Developed strategies for revenue management, optimizing pricing and occupancy rates effectively.
- Analyzed guest feedback trends to identify areas for service enhancement and quality improvement.
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Coordinated with multiple departments to ensure seamless operations, leading to enhanced customer experience.
- Trained new staff members, equipping them with skills needed for success in their roles.
- Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
- Implemented cost-saving measures without compromising on quality, boosting bottom line.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Implemented customer feedback system, leading to improved service offerings.
- Led team to achieve record-high customer satisfaction scores through dedicated service and attention to detail.
- Analyzed sales data to identify and capitalize on trends, driving revenue growth.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
Team Lead Member Intake Specialist
Kaiser Permanente
Portland, OR
01.2000 - 10.2009
- Streamlined workflow processes, reducing turnaround time for patient care initiatives.
- Facilitated regular team meetings to promote collaboration and address challenges proactively.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Collaborated with healthcare teams to streamline referral processes and improve patient flow.
- Trained new intake specialists on best practices for patient interaction and system navigation.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Supported team members through collaborative problem-solving, leading to enhanced productivity and overall workplace morale.
- Offered compassionate and attentive guidance to patients during crisis situations.
- Contributed to a reduction in client wait times by effectively managing appointment scheduling and resource allocation.
- Trained and supervised new intake staff to deliver high-quality client care.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
- Enhanced office productivity by handling high volume of callers per day.
Education
High School Diploma - General Studies
Roosevelt High School
Portland, OR06.1989
Skills
Employee training
Guest service
Team motivation
Conflict resolution
Performance improvement
Decision-making capacity
Problem-solving
Team leadership
Staff training and development
Shift paperwork completion
Assigning work
Verbal and written communication
Action planning
Organizational skills
Multitasking Abilities
Timeline
Team Shift Lead
Jacksons
08.2025 - Current
Front Desk Supervisor
Extended Stay America
12.2024 - 08.2025
Front Desk Agent
The Courtyard by Marriott
10.2023 - 11.2024
Assistant General Manager
Extended Stay America
06.2022 - 09.2024
Team Lead Member Intake Specialist
Kaiser Permanente
01.2000 - 10.2009
High School Diploma - General Studies
Roosevelt High School