Versatile and dynamic professional with a proven track record at Silicon Valley Tours, enhancing tourist experiences and driving revenue growth through innovative program development and strategic partnerships. Skilled in multitasking and problem-solving, with a strong foundation in guest service and team collaboration. Demonstrates a courteous and professional demeanor, contributing significantly to customer satisfaction and team efficiency.
Hi, I’m
Jocelyn VINCENT
San Jose,CA
Summary
Overview
21
years of professional experience
1
Certification
Work History
Team San Jose, Opera San Jose, Symphony San Jose
Usher
01.2023 - Current
Job overview
- Provided exceptional guest service, answering questions about the venue and directing patrons to their seats.
- Greeted customers with smile and provided friendly, knowledgeable service.
- Worked with other staff members to facilitate smooth flow of operations.
- Provided friendly and courteous customer service to all guests at events to enhance satisfaction.
- Maintained professional demeanor to represent venue and create positive impression.
- Maintained updated knowledge of event information to provide guests with accurate details.
- Maintained a safe and clean environment for patrons by performing regular facility checks and resolving any issues promptly.
- Offered support when needed for the set-up and breakdown of various event-related materials, ensuring timely completion.
- Assisted patrons with seating by giving directions and lighting paths.
- Demonstrated adaptability by taking on additional responsibilities during high-volume events or in the absence of other team members.
- Contributed to positive team dynamics, working closely with coworkers to create a welcoming atmosphere for guests.
- Supported box office staff by distributing tickets and programs as needed, streamlining entry processes for patrons.
- Assisted in setting up for events, ensuring all guest areas were prepared and welcoming.
- Maintained secure environment, ensuring safety protocols were followed during events.
- Supported special guests with personalized assistance, enhancing their event experience.
- Enhanced guest experience, delivering prompt and courteous service throughout events.
- Facilitated communication between event attendees and management to address concerns promptly.
- Managed multiple tasks simultaneously and completed all assigned duties each shift.
- Provided information about current and future events at facility.
Silicon Valley Tours
Tourism Manager
06.2012 - Current
Job overview
- Evaluated trends in the travel industry to adapt offerings accordingly for continued relevance.
- Negotiated favorable contracts with travel agents, hotels, transportation providers, and other suppliers to secure cost-effective deals for clients.
- Maximized revenue potential by analyzing pricing structures of competitors while maintaining attractive value propositions.
- Enhanced tourist experience by developing and implementing innovative tour programs and itineraries.
- Promoted responsible tourism practices within the organization to help preserve the beauty and integrity of visited destinations.
- Trained apprentice guides to educate on information to present to tourists and travelers.
- Coordinated successful events and conferences, attracting visitors from various regions to boost local economy.
- Streamlined booking processes, resulting in improved customer experiences and increased sales conversions.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Managed daily operations of the tourism office, maintaining high levels of efficiency and organization.
- Optimized budget allocation for maximum impact on marketing campaigns, event management, and staff training initiatives.
- Developed strategic partnerships with local businesses to promote mutually beneficial tourism initiatives.
- Implemented effective marketing strategies to increase brand visibility in target markets, driving up visitor numbers.
- Conducted thorough research on local attractions for accurate representation in promotional materials.
- Trained and supervised staff to consistently meet performance goals and customer service standards.
- Cultivated strong relationships with customers to build loyalty and repeat business.
- Created and maintained detailed reports of daily, weekly and monthly operations.
- Monitored budget and expenditures, keeping facility within budget.
- Coordinated with other entertainment venues to create joint promotional events.
- Conducted research and analysis of market trends to determine potential opportunities for growth.
Peet’s Coffee & Tea
Store Manager
06.2004 - 12.2009
Job overview
- Provided exceptional guest service, answering questions about the venue and directing patrons to their seats.
- Greeted customers with smile and provided friendly, knowledgeable service.
- Worked with other staff members to facilitate smooth flow of operations.
- Provided friendly and courteous customer service to all guests at events to enhance satisfaction.
- Maintained professional demeanor to represent venue and create positive impression.
- Maintained updated knowledge of event information to provide guests with accurate details.
- Maintained a safe and clean environment for patrons by performing regular facility checks and resolving any issues promptly.
- Offered support when needed for the set-up and breakdown of various event-related materials, ensuring timely completion.
- Assisted patrons with seating by giving directions and lighting paths.
- Demonstrated adaptability by taking on additional responsibilities during high-volume events or in the absence of other team members.
- Contributed to positive team dynamics, working closely with coworkers to create a welcoming atmosphere for guests.
- Supported box office staff by distributing tickets and programs as needed, streamlining entry processes for patrons.
- Assisted in setting up for events, ensuring all guest areas were prepared and welcoming.
- Maintained secure environment, ensuring safety protocols were followed during events.
- Supported special guests with personalized assistance, enhancing their event experience.
- Enhanced guest experience, delivering prompt and courteous service throughout events.
- Facilitated communication between event attendees and management to address concerns promptly.
- Managed multiple tasks simultaneously and completed all assigned duties each shift.
- Provided information about current and future events at facility.
Faultline Brewing Co
Host
09.2012 - 03.2013
Job overview
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Facilitated positive first impressions for guests through friendly greetings, professional attire, and genuine enthusiasm for their visit.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Managed reservations efficiently to accommodate walk-in guests and reduce wait times.
- Ensured smooth operations during shift changes by communicating relevant information between incoming and outgoing staff members.
- Implemented table rotation system for optimal server workload distribution, resulting in improved service quality.
- Monitored dining area capacity to prevent overcrowding while maximizing available seating during peak hours.
- Consistently upheld company standards and policies, contributing to a positive reputation for the establishment among guests and peers.
- Maintained up-to-date knowledge of menu offerings and daily specials to accurately inform guests about their options.
- Developed rapport with regular patrons to foster sense of community within establishment.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Answered phone calls to take orders, give information and document reservations.
- Completed daily side work and opening and closing duties without fail.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Seated patrons based on guest preferences and seating availability.
- Rearranged tables and chairs for large parties and retrieved high chairs for children.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Delivered pick-up and curbside orders to guests.
- Input orders accurately into POS terminal, split bills and accepted payments.
- Maintained balanced cash drawer with correct money values and accurate documentation.
- Contributed to team success through effective communication and cooperation with coworkers and management.
Soon Bellezza Rejuvenation Salon
Receptionist
02.2010 - 09.2012
Job overview
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Assisted with planning office events and meetings for smooth execution.
- Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
- Boosted team morale and efficiency, coordinating staff meetings and distributing relevant information.
- Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
- Organized, maintained and updated information in computer databases.
Education
West Valley CollegeSaratoga, CA
Fashion Design/Apparel Production from Fashion
06.2013
University Overview
Fashion Club Secretary 2012-2013
Lab Assistant for introduction to basic sewing 2012-2013
Maintained 4.0 GPA
Volunteered helping designers create fashion shows throughout California.
Skills
- Customer retention
- Revenue generation
- Business development
- Planning and implementation
- P&L management
- Operational efficiency
- Management
- Client relations
- MS office
- Microsoft applications skills
- Agile methodologies
- Front-end development
- Code development
- Web technologies
- Code debugging
- Software development
- Software development life cycle (SDLC)
- Programming
- Project management
- Programming languages
- Testing and debugging
- Software documentation
- Database management software
- HTML and XML
- Data analysis
- Software applications
- Scripting languages: PHP, python, javascript
- Microsoft NET
- Product development
- Feature and application implementation
- Cyber security protocols
Accomplishments
Accomplishments
Awarded Peetnick of the year 2005 for outstanding service and increased sales 1% in home espresso machine sales.
Streamlined store operations to improve efficiency
Successfully managed inventory levels to minimize stockouts and overstock
Ensured compliance with all company policies and procedures
Increased sales during Holiday Season
Reduced employee turnover by 10% by improving communication and providing more opportunities for professional development
Affiliations
Affiliations
Friends of San Jose Opera volunteer 2012-Current; Board Secretary 2012-2014
Crisis advocate hotline on call for Nextdoor solutions 2018
Big brothers big sisters of the Bay Area volunteer organization - current
Certification
Serv Safe certification
Timeline
Usher
Team San Jose, Opera San Jose, Symphony San Jose
01.2023 - Current
Host
Faultline Brewing Co
09.2012 - 03.2013
Tourism Manager
Silicon Valley Tours
06.2012 - Current
Receptionist
Soon Bellezza Rejuvenation Salon
02.2010 - 09.2012
Store Manager
Peet’s Coffee & Tea
06.2004 - 12.2009
West Valley College
Fashion Design/Apparel Production from Fashion