Jordan Rosip
Hanover,MD
Summary
Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over 4 years of industry experience.
Overview
7
7
years of professional experience
Work History
Director of Hospitality
Chick Fil A
09.2020 - Current
- Coordinated requests and managed third-party events hosted on property for charitable and other organizations.
- Approved annual sales targets, plans, excursion dates and menus.
- Developed and monitored annual goals and key metrics for continuous improvements for internal service groups.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
Head Customer Service Representative
Harris Teeter
02.2018 - 09.2020
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Line Worker
Chipotle Grill
08.2016 - 02.2018
- Used equipment properly to avoid workplace hazards or injuries.
- Assembled and installed products on production lines according to established guidelines.
- Took on additional shifts during peak work periods to keep projects on schedule.
- Inspected and adjusted work performed to meet expectations.
- Participated in training sessions to enhance skills and knowledge.
- Trained new employees on production line machinery for maximum output and safety.
Education
Associate of Science - Nursing
Howard Community College
Columbia, MD12.2025
Skills
- Guest Inquiry Resolution
- Team Member Development
- Guest Services Agent Training
- Guest Services
- Guest Complaint Resolution
- Hospitality Best Practices
- Customer Rapport
- Payroll Administration
- Recruitment
- Quality Control
- Money Handling
- Staff Supervision
Languages
Spanish
Limited Working
Timeline
Director of Hospitality
Chick Fil A
09.2020 - Current
Head Customer Service Representative
Harris Teeter
02.2018 - 09.2020
Line Worker
Chipotle Grill
08.2016 - 02.2018
Associate of Science - Nursing
Howard Community College