Summary
Overview
Work History
Education
Skills
Timeline
Generic

Katelin Wilson

Miami,FL

Summary

Proven leader at Ocean Reef Club, adept in customer service expertise and data entry proficiency, enhanced member engagement and satisfaction through innovative strategies. Excelled in fostering teamwork, achieving significant improvements in operational efficiency. Skilled in multitasking and adaptability, consistently delivered results beyond expectations.

Overview

11
11
years of professional experience

Work History

Membership Services Supervisor

Ocean Reef Club
02.2024 - Current
  • Implemented new strategies to increase member engagement and participation in events.
  • Continuously monitored departmental performance metrics to identify areas requiring attention or improvement efforts.
  • Enhanced member satisfaction by promptly addressing concerns and providing personalized solutions.
  • Supervised a diverse team of Membership Services Associates, promoting teamwork and fostering a positive work environment.
  • Regularly reviewed membership policies and procedures, suggesting adjustments as needed based on industry best practices or changing organizational needs.
  • Maintained an open line of communication with members through regular updates via newsletters, emails, or social media platforms.
  • Coordinated special events and promotions aimed at boosting membership numbers and overall satisfaction levels.
  • Optimized the onboarding process for new members, ensuring a smooth transition into the organization''s services.
  • Helped members navigate systems, pay for services and resolve different concerns.
  • Supported new members by facilitating connections with established participants and smooth integration into activities.

Member and Guest Services Supervisor

Ocean Reef Club
08.2020 - 02.2024
  • Collaborated closely with other departments to meet guest needs and provide best possible experience.
  • Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
  • Reviewed upcoming events and planned for expected challenges.
  • Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
  • Assisted guests with arranging transportation services or booking local attractions during their stay at the hotel.
  • Initiated the use of guest feedback surveys to identify areas for improvement and implement changes accordingly.
  • Conducted regular team meetings to discuss guest feedback, identify areas for improvement, and implement corrective actions.
  • Set and managed policies for concierge services and guest relations.
  • Trained new staff in customer service excellence, ensuring consistent guest experiences.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.

Housekeeping Dispatcher

Ocean Reef Club
02.2020 - 04.2020
  • Streamlined communication between departments for better guest services and timely issue resolution.
  • Coordinated with maintenance team proactively to ensure prompt repairs or replacements within guest rooms, minimizing downtime for guests'' rooms availability.
  • Maintained accurate records of completed tasks and room statuses, resulting in a well-organized workflow.
  • Collaborated with other department managers to address guest needs efficiently, creating a seamless experience for guests.
  • Enhanced guest satisfaction by promptly addressing special requests and concerns through effective dispatching of housekeeping staff.
  • Answered phone calls and responded to customer emails.
  • Scheduled deliveries and pickups according to customer needs.
  • Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.

Bartender Supervisor

Applebee's Grill + Bar
07.2018 - 02.2020
  • Fostered strong relationships with regular patrons through personalized service that encouraged repeat business.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
  • Served consistent portions following recipes and control standards.
  • Controlled expenses and boosted profitability by managing food and labor costs.
  • Controlled food costs and managed inventory.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
  • Obtained cash bank and stocked service bar to prepare for operation.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.

Lead Server

Applebee's Grill + Bar
01.2017 - 07.2018
  • Managed high volume dining periods with effective time management and strong multitasking abilities.
  • Cultivated warm relationships with regular customers.
  • Oversaw daily operations of service team, delegated tasks, and trained new staff.
  • Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
  • Maintained clean and organized dining areas, ensuring a pleasant atmosphere for guests at all times.
  • Mentored new servers, sharing best practices for exceptional service and fostering a positive work environment.
  • Resolved customer complaints promptly and professionally, maintaining positive relationships with patrons.
  • Supported other staff members during busy shifts by stepping in wherever needed to maintain smooth operations.
  • Enhanced customer experience by providing attentive and personalized service during their dining visit.
  • Improved overall table turnover rate by efficiently completing tasks such as clearing dishes and resetting tables between parties.
  • Answered customers' questions, recommended items, and recorded order information.
  • Increased sales significantly by upselling higher-end products to customers.
  • Checked guests' identification before serving alcoholic beverages.

Classroom Assistant

Miami Dade School Board
08.2013 - 06.2017
  • Supervised lunch periods and recess times, maintaining an orderly environment during breaks from academic workloads.
  • Aided students individually or in small groups, reinforcing material taught by the teacher.
  • Established positive relationships with students, fostering a supportive and inclusive classroom community.
  • Assisted teachers in managing class behavior, resulting in a more focused learning environment.
  • Collated and stapled packets of worksheets and other materials.
  • Provided feedback on student performance, helping teachers identify areas for improvement.
  • Aided teachers in evaluating assignments objectively through grading papers and providing constructive criticism on students'' work.
  • Supported students with special needs, ensuring their full participation in classroom activities.
  • Counted children when lined up for various activities.
  • Helped teacher prepare instructional material and displays.
  • Graded and provided feedback on assignments.
  • Cleaned, organized and restocked classrooms for upcoming classes.
  • Helped teachers manage bus loading and unloading.

Education

High School Diploma -

Robert Morgan Educational Center
Miami, FL
06.2012

Skills

  • Customer service expertise
  • Data entry proficiency
  • Teamwork and Collaboration
  • Multitasking
  • Reliability
  • Adaptability and Flexibility
  • Membership Processing

Timeline

Membership Services Supervisor

Ocean Reef Club
02.2024 - Current

Member and Guest Services Supervisor

Ocean Reef Club
08.2020 - 02.2024

Housekeeping Dispatcher

Ocean Reef Club
02.2020 - 04.2020

Bartender Supervisor

Applebee's Grill + Bar
07.2018 - 02.2020

Lead Server

Applebee's Grill + Bar
01.2017 - 07.2018

Classroom Assistant

Miami Dade School Board
08.2013 - 06.2017

High School Diploma -

Robert Morgan Educational Center

Similar Profiles

CREATE PROFILE
Katelin Wilson