Joshua Paul Pongco
Orange,CA
Summary
Accomplished and results-driven professional with a strong academic foundation in Entertainment and Hospitality Management. Possessing a diverse skill set and deep understanding of key drivers in the entertainment, tourism, and hospitality sectors. Expertise in event coordination, guest services, operational management, and strategic marketing. Adept at delivering exceptional customer experiences and managing complex projects. Demonstrating a keen ability to oversee large-scale events, optimize operational efficiencies, and cultivate positive client relationships. Academic and hands-on training have provided a comprehensive understanding of industry best practices. Ability to navigate rapidly changing trends ensures staying ahead of the curve in an ever-evolving landscape. Committed to excellence, bringing a collaborative approach and a passion for creating impactful, memorable experiences across various entertainment and hospitality platforms.
Overview
3
3
years of professional experience
Work History
Barista
Philz Coffee
04.2024 - Current
- Specialty Beverage Innovation: Collaborated with the team to experiment with new drink ideas and suggest innovative approaches to existing recipes. Contributed to seasonal or limited-time offerings by providing input based on customer feedback and trends.
- Advanced Brewing Techniques: Mastered and implemented advanced brewing techniques such as pour-over to deliver a superior, tailored coffee experience. Demonstrated proficiency in brewing methods to staff and guests.
- Mentorship & Peer Coaching: Served as a mentor and role model to less experienced baristas, providing guidance on technical skills, customer service excellence, and maintaining high standards of operational efficiency. Offered constructive feedback and support to encourage professional growth.
- Operational Troubleshooting: Quickly identified and resolved issues with equipment or processes that may disrupt service, ensuring minimal downtime and consistent quality of beverage preparation. Demonstrated problem-solving skills in high-pressure situations.
- Customer Experience Enhancement: Went beyond transactional service by engaging customers in meaningful conversations about their coffee preferences and educating them on the artistry behind Philz’s unique blends and brewing techniques, enriching their overall experience.
- Store Ambassadorship & Community Building: Actively promoted Philz’s values and brand story to customers, creating an inclusive and welcoming environment. Represented the brand at community events or local gatherings, fostering a connection between Philz Coffee and the local community.
- Visual Merchandising & Store Ambiance: Contributed to maintaining a visually appealing store environment by ensuring the presentation of products, signage, and merchandise aligns with Philz Coffee’s brand identity. Assist in curating displays that enhance the customer experience and reflect seasonal promotions.
- Operational Efficiency & Workflow Optimization: Contributed to the optimization of the store’s workflow by identifying opportunities to streamline operations, reduce waste, and improve service speed without compromising quality. Proactively suggested improvements during team meetings.
- Sustainability Advocacy: Promoted and educated customers on Philz Coffee’s sustainability efforts, such as the sourcing of ethically-produced beans, waste reduction practices, and the use of eco-friendly materials. Encouraged customers to participate in sustainability initiatives like reusable cup programs.
- Conflict Resolution & Brand Integrity: Acted as a point of escalation for customer concerns that require immediate attention, ensuring resolution with tact and professionalism. Upheld Philz Coffee’s brand integrity by handling difficult situations with composure and reinforcing the company’s commitment to quality and customer care.
Specialist
Apple
12.2023 - 04.2024
- Customer Engagement & Relationship Building: Proactively engaged with customers in a courteous and professional manner, identifying their needs and providing tailored solutions to enhance their Apple experience. Cultivated lasting relationships that foster brand loyalty and repeat business.
- Product Demonstration & Education: Conducted dynamic and informative product demonstrations, effectively showcasing the functionality, features, and benefits of Apple’s product suite, including hardware, software, and services, to facilitate informed purchasing decisions.
- Sales Consultation & Support: Offered expert guidance to customers, utilizing in-depth product knowledge to recommend the most suitable Apple products, accessories, and services based on individual customer needs and preferences. Drive sales while ensuring customer satisfaction.
- Technical Assistance & Troubleshooting: Provided high-level support for customers by diagnosing and troubleshooting minor technical issues. Assisted in the configuration, setup, and use of Apple devices, ensuring customers fully understand and can utilize their products.
- Product Knowledge Mastery: Continuously updated and deepened knowledge of Apple’s ever-evolving product lineup, software ecosystem, and new innovations to maintain a high level of expertise. Participate in ongoing training and knowledge-sharing sessions to stay at the forefront of Apple’s offerings.
- Apple Vision Pro Demonstrations: Lead immersive and engaging demonstrations of the Apple Vision Pro, showcasing its groundbreaking features and capabilities. Provided customers with hands-on experiences that highlight the device's unique blend of augmented and virtual reality, spatial computing, and seamless integration with Apple’s ecosystem. Tailor each demo to the customer’s specific interests and needs, ensuring they fully understand how the Vision Pro can enhance their personal or professional life. Offered expert guidance on setup, navigation, and advanced functionalities to ensure customers leave with a comprehensive understanding of the product’s value.
- Store Presentation & Merchandising: Contributed to maintaining a visually compelling and organized retail environment, ensuring that Apple products are displayed in a way that highlights their design and functionality. Assisted in ensuring the store reflects the premium quality of the Apple brand.
- Sales Target Achievement: Met and exceed both individual and team sales objectives through a combination of product expertise, customer relationship-building, and exceptional service. Collaborated with colleagues to maximize performance and drive store success.
- Collaborative Teamwork & Store Operations: Worked cohesively with team members and leadership to optimize store operations and create a seamless customer experience. Actively contributed to a positive, supportive team environment and assist in the overall success of the store.
Shift Supervisor
Philz Coffee
05.2023 - 12.2023
- Team Leadership & Supervision: Lead, motivated, and managed a team of baristas and staff during shifts, ensuring a high level of performance, adherence to Philz Coffee’s standards, and exceptional customer service.
- Customer Experience Management: Oversaw all customer interactions to ensure a consistently outstanding service experience. Addressed customer concerns and feedback promptly and professionally, ensuring satisfaction and fostering customer loyalty.
- Operational Efficiency: Facilitated day-to-day operations to ensure smooth workflow, timely order preparation, and efficient service. Monitored staffing levels and adjust resources as needed to meet demand and maintain operational excellence.
- Quality Control & Product Consistency: Ensured all beverages and food items meet Philz’s high standards for quality, taste, and presentation. Observed staff adherence to recipes and preparation techniques to maintain consistency across all products.
- Inventory Management: Conducted checks on inventory levels, conduct regular stock checks, and coordinate with the store manager to ensure the store is adequately stocked and supplies are reordered in a timely manner.
- Health & Safety Compliance: Maintained a clean, safe, and organized work environment, ensuring adherence to health and safety regulations, food safety standards, and sanitation protocols.
- Cash Handling & POS Oversight: Supervised all cash handling and point-of-sale transactions, ensuring accuracy, proper cash reconciliation, and compliance with company procedures.
- Staff Training & Development: Provided on-the-job training, coaching, and feedback to staff to ensure they are well-equipped to perform their roles effectively, while promoting a culture of growth and development.
Barista/Barista Trainer
Philz Coffee
10.2021 - 05.2023
- Crafting High-Quality Beverages: Prepared and serve premium coffee and espresso beverages with precision, adhering to Philz Coffee’s signature recipes and standards for consistency, flavor, and presentation.
- Customer Service Excellence: Delivered an exceptional customer experience by providing personalized recommendations, engaging with guests in a friendly and professional manner, and fostering a welcoming atmosphere that reflects Philz’s commitment to hospitality.
- Barista Training & Development: Lead the training and development of new baristas, ensuring they are equipped with the skills, knowledge, and techniques required to maintain Philz’s high standards of beverage preparation, customer service, and operational efficiency.
- Product Knowledge & Education: Served as an expert on Philz’s coffee blends, brewing methods, and the art of crafting perfect beverages. Educated both customers and team members on coffee origins, flavor profiles, and brewing techniques, elevating their understanding and appreciation of the Philz Coffee experience.
- Operational Efficiency & Support: Contributed to maintaining a seamless workflow in a fast-paced environment by ensuring that all stations are organized, fully stocked, and operational. Provided support to colleagues in various areas of the café as needed, ensuring optimal service during peak periods.
- Quality Control & Consistency: Upheld the highest standards of quality by ensuring every beverage is crafted with precision and consistency. Provided constructive feedback to team members, coaching them to improve their technical skills and ensure adherence to Philz’s quality benchmarks.
- Health, Safety & Sanitation Compliance: Adhered to and enforce all health, safety, and sanitation standards, ensuring a clean and safe working environment. Regularly cleaned and maintained equipment, utensils, and workstations in compliance with company guidelines and local regulations.
- Inventory Management & Stock Monitoring: Monitored inventory levels for coffee, ingredients, and supplies, and assist with inventory management tasks. Communicated any supply shortages, equipment issues, or operational challenges to management, and assist with ordering and restocking when necessary.
- Customer Issue Resolution: Addressed and resolved customer concerns or complaints with professionalism and tact, ensuring customer satisfaction and maintaining Philz’s reputation for excellent service. Used feedback as an opportunity to continuously improve the customer experience.
- Team Collaboration & Leadership: Fostered a positive and collaborative team environment by providing mentorship, guidance, and support to fellow baristas. Contributed to a culture of excellence by encouraging teamwork, professionalism, and mutual respect.
- Sales Promotion & Upselling: Actively promoted Philz’s seasonal offerings, new menu items, and signature products to customers, using personalized recommendations to enhance their experience and increase sales opportunities.
Education
Bachelor of Arts - Entertainment And Hospitality Management
California State University, Fullerton
Fullerton, CA12-2025
Associate of Arts - Business Administration And Management
Santiago Canyon College
Orange, CA06-2023
Skills
- Microsoft Excel
- Adobe InDesign
- Adobe Lightroom
- Adobe Premiere Pro
- Project Management
- Guest Services
- Leadership
- Time Management
- Business Communication
- Customer Service
- Marketing
Timeline
Barista
Philz Coffee
04.2024 - Current
Specialist
Apple
12.2023 - 04.2024
Shift Supervisor
Philz Coffee
05.2023 - 12.2023
Barista/Barista Trainer
Philz Coffee
10.2021 - 05.2023
Bachelor of Arts - Entertainment And Hospitality Management
California State University, Fullerton
Associate of Arts - Business Administration And Management
Santiago Canyon College