Jocelyn Gaynes
Front Desk Manager
Nashville,TN
Summary
Passionate Guest Services Manager with a strong background in communication and leadership. Adaptable, energetic and customer-oriented individual with exceptional listening skills. Devoted to delivering quality service and exceeding expectations, for both clients and staff.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Front Desk Manager
Trace Salon And Supply
Franklin, TN
04.2019 - 11.2022
- Greeted guests upon arrival at salon, offering prompt, courteous service
- Maintained general appointment calendar and set shift schedules
- Recorded monthly supply and inventory needs and made regular orders with vendors
- Developed relationships with guests to meet client needs and encourage repeat service
- Balanced employee availability, customer schedules and maximum load levels when scheduling appointments
- Confirmed appointments, communicated with clients and updated client records
- Trained new front desk hires on new appointment scheduling, opening, closing duties and generating daily reports
- Consistently received positive feedback from guests on salon experience
- Implemented process improvement to shape organizational culture and optimize procedures for higher efficiency
- Provided staff coaching, mentoring and consultation to enhance performance and professional development.
- Cross-sold and up-sold new haircare products and informed guests of salon promotions
Sales Lead
Chico's FAS
Cool Springs, TN
08.2009 - 11.2020
- Organized store merchandise racks and displays to promote and maintain visually appealing environments
- Reported sales data to upper management for review
- Served customers in-store, by phone, and through the app
- Increased sales and customer satisfaction through personalized servicing
- Used POS system to process sales, returns, online orders and gift card activations
Front of House Manager
Graze Nashville
Nashville, TN
04.2017 - 01.2018
- Managed day-to-day FOH operations to drive quality, standards and meet customer expectations
- Drove excellent customer service through coaching, role modeling and incorporating customer feedback to reinforce and improve quality of service
- Assisted staff in building menu expertise to answer customer questions and make personal recommendations
Business Owner/Operator
Closer To Home Care Taking Services
Mechanicsburg, PA
06.2015 - 03.2017
- Determined specific needs and provided most appropriate level of services for clients' well-being
- Ran errands for clients, did shopping and picked up other necessities
- Scheduled and accompanied clients to medical appointments.
- Maintained effective schedule balance between rest periods, active play and instruction (child care)
- Applied positive behavior management techniques to enhance social interactions and emotional development (child care)
- Met with parents about daily activities, positive developments and issues (child care)
Office/Therapist Support
Jewish Family Service
Harrisburg, PA
11.2015 - 12.2016
- Answered central telephone system and directed calls accordingly
- Managed multiple tasks and met time-sensitive deadlines
- Provided clerical support to company employees by copying, faxing and filing documents
- Responded to inquiries from callers seeking information
Education
Bachelor of Arts - Communications
Robert Morris University
Moon Township, PA 08.2005 - 05.2008
Master of Arts - Marriage And Family Counseling
Messiah University
Grantville, PA 05.2001 -
Skills
Team Building
Sales expertise
Guest services
Reception expertise
Oral and written communications
Hospitality service expertise
Timeline
Front Desk Manager
Trace Salon And Supply
04.2019 - 11.2022
Front of House Manager
Graze Nashville
04.2017 - 01.2018
Office/Therapist Support
Jewish Family Service
11.2015 - 12.2016
Business Owner/Operator
Closer To Home Care Taking Services
06.2015 - 03.2017
Sales Lead
Chico's FAS
08.2009 - 11.2020
Bachelor of Arts - Communications
Robert Morris University
08.2005 - 05.2008
Master of Arts - Marriage And Family Counseling
Messiah University
05.2001 -