Julissa Shackelford
Newport News,VA
Summary
Dynamic Guest Experience Manager with a proven track record at Cava Grill, excelling in guest services and complaint resolution. Skilled in optimizing operations and training team members, I enhance customer satisfaction and loyalty. My exceptional communication and inventory management abilities drive efficiency and elevate the overall guest experience.
Developed leadership and operational management skills within fast-paced business environment. Expertise in team collaboration, strategic planning, and process improvement. Seeking to transition into new field where these transferable skills can contribute to organizational success.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Cava Grill
08.2024 - Current
- Trained new team members on company policies and procedures to maintain consistent guest experience standards.
- Ensured seamless check-in/check-out processes by creating clear guidelines and providing staff with comprehensive training.
- Streamlined front desk operations for improved efficiency and reduced wait times.
- Organized special events tailored to guests'' interests, promoting engagement and loyalty within the Cava community.
- Optimized inventory management processes resulting in decreased waste levels while maintaining adequate stock levels to meet guests'' needs.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Greeted guests upon arrival and offered assistance.
- Enforced policies and procedures to increase efficiency.
- Developed training materials for new hires, enhancing onboarding experience and knowledge retention.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
Crew Team Member
Chick-fil-A
07.2023 - 05.2025
- Worked well with teammates and accepted coaching from management team.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Maintained a clean and organized workspace, ensuring a positive environment for both staff and customers.
- Collaborated with team members to complete orders.
Education
High School Diploma -
Lafayette Rams
Williamsburg, VASkills
- Exceptional communication
- Property management
- Language fluency
- Sales and upselling
- Brand representation
- Guest services
- Hospitality and service industry background
- Guest complaint resolution
- Team member development
- Staff management
- Inventory control
- Food safety and sanitation
Certification
Food Safety Certification
Timeline
Assistant General Manager
Cava Grill
08.2024 - Current
Crew Team Member
Chick-fil-A
07.2023 - 05.2025
High School Diploma -
Lafayette Rams