A'nia Monford
Greensboro,GA
Summary
Dynamic Guest Experience Expert at Lake Oconee Ritz Carlton, adept at conflict resolution and data analysis. Enhanced customer satisfaction through strategic improvements based on feedback, leading to a significant increase in positive guest interactions. Proficient in Microsoft Office, effectively prepared reports and documents to support management decisions.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest Experience Expert
Lake Oconee Ritz Carlton
Greensboro, GA
10.2023 - Current
- Addressed escalated customer service issues with professionalism while providing solutions to meet the needs of the guest.
- Generated reports detailing guest feedback data trends for management review.
- Developed strategies for improving customer service levels based on feedback from surveys or other sources.
- Assisted in resolving guest complaints related to room availability, cleanliness, service issues, or billing disputes.
- Managed phone calls in an efficient manner by transferring calls when necessary or assisting with inquiries.
- Responded promptly to emails from customers and other departments within the organization.
- Prepared documents such as reports, memos, letters, contracts, using Microsoft Office Suite applications.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Processed check-ins and check-outs for all guests efficiently.
- Handled cash payments from customers and reconciled payment transactions accurately at the end of each shift.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
Membership Clerk
Madison Morgan Boys and Girls Club
Madison, GA
01.2023 - 07.2023
- Posted incidental charges to ledgers, manually or by using computers.
- Analyzed financial activities of department to share budgetary input with managers.
- Welcomed visitors and customers by greeting and answering or directing inquiries.
- Prepared documents such as reports, memos, letters, contracts, using Microsoft Office Suite applications.
Youth Development Professional
Madison-Morgan Boys and Girls Club
Madison, Ga
07.2022 - 12.2022
- Organized recreational activities such as sports tournaments, movie nights, field trips, and other events.
- Documented actions and incidents associated with youth program participants.
- Conducted individual counseling sessions with youth when necessary.
- Advocated for at-risk youth individuals and promoted helpful resources and programs to foster progress.
- Promoted community resources through printed marketing material, email newsletters and social media campaigns.
- Developed and implemented fundraising approaches to raise money for cause.
Server
Pizza Hut
Greensboro, GA
07.2021 - 05.2022
- Collaborated with kitchen staff to ensure timely preparation and delivery of orders.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Presented menus and answered questions regarding items.
- Assisted in training new servers.
- Greeted customers, answered questions and recommended specials to increase profits.
Education
High School Diploma -
Greene County Highschool
Greensboro, GA05-2022
Some College (No Degree) - Business Management
Athens Technical College
Athens, GASkills
- Customer service
- Cash handling
- Microsoft Office
- Phone management
- Conflict resolution
- Data analysis
- Document preparation
- Sales support
- Effective communication
- Problem solving
- Reservation management
- Email communication
- Employee training
Certification
- CPR Certified
- Microsoft Word Certified
- Powerpoint Certified
Timeline
Guest Experience Expert
Lake Oconee Ritz Carlton
10.2023 - Current
Membership Clerk
Madison Morgan Boys and Girls Club
01.2023 - 07.2023
Youth Development Professional
Madison-Morgan Boys and Girls Club
07.2022 - 12.2022
Server
Pizza Hut
07.2021 - 05.2022
High School Diploma -
Greene County Highschool
Some College (No Degree) - Business Management
Athens Technical College
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