Katie Conway
Kingston,OK
Summary
Dynamic and results-driven professional with extensive experience in customer service and employee training at Winston Hospitality and 7brew. Proven ability to enhance team performance through effective coaching and conflict management. Skilled in operations management and dedicated to achieving high standards of guest satisfaction while fostering a collaborative work environment.
Overview
7
7
years of professional experience
Work History
Shift Lead
7brew
08.2023 - 04.2025
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Trained and mentored new employees to maximize team performance.
- Helped store management meet standards of service and quality in daily operations.
- Responded to and resolved customer questions and concerns.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
Housekeeper
Holiday Inn & Suites
05.2023 - 11.2023
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Demonstrated flexibility in adjusting work schedule according to fluctuating occupancy rates.
- Coordinated with the front desk to prioritize room assignments based on guest arrivals and departures.
- Fostered positive working relationship with housekeeping and maintenance staff to ensure quick resolution of guest concerns.
- Delivered personalized room settings for VIP guests, contributing to enhanced guest experiences and positive feedback.
Daycare Assistant
Gloria Ainsworth Child Care & Learning Center
03.2023 - 09.2023
- Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
- Assisted in maintaining a safe and healthy environment, ensuring cleanliness and proper supervision of children.
- Provided lunchtime assistance to monitor children, assist with eating and serve food.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Used patience, skill and various behavior modification techniques to maintain order and safety.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Monitored daily sign-in/sign-out logs for accurate attendance tracking, helping to maintain a secure and orderly facility.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Encouraged language acquisition through story time sessions, incorporating props and visuals to enhance comprehension skills.
- Collaborated with lead teacher to develop daily schedules, lesson plans, and curriculum for diverse age groups.
- Implemented emergency procedures when necessary to maintain the safety of all participants within the daycare setting.
- Created safe and engaging learning environment for groups of diverse children with various learning styles.
Kiosk Clerk
Winstar Casino
04.2021 - 07.2021
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
- Monitored and tracked budgets and expenses.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Created and maintained detailed records of all office activities.
- Utilized office management software to record and track customer information.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Input data into spreadsheets and databases.
- Increased accuracy in financial reporting by meticulously reviewing and reconciling accounts.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
Housekeeper
Jani King
08.2020 - 04.2021
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Ran special errands, including retrieving dry cleaning and making requested purchases.
- Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
- Completed special housekeeping actions such as turning mattresses on set schedule.
- Handled requests for extra linens, toiletries and other supplies.
- Delivered personalized room settings for VIP guests, contributing to enhanced guest experiences and positive feedback.
- Contributed to substantial decrease in guest complaints related to room cleanliness by adopting detail-oriented cleaning approach.
Barista Trainer
Winston Hospitality
03.2018 - 03.2020
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Provided ongoing feedback to trainees on their progress, offering constructive criticism when necessary while celebrating achievements regularly.
- Improved barista skills through one-on-one training sessions and practical demonstrations.
- Taught proper procedures and strategies for success to new employees.
- Handled cash and processed payments accurately to avoid errors.
- Used Software to design training for Type employees and increase company retention and productivity rates Number%.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring Number%.
- Worked with vendors to customize courseware to accommodate business needs.
- Built and maintained professional relationships with vendors and suppliers.
- Trained and mentored Number new personnel hired to fulfill various roles.
- Established and maintained quality control standards.
- Provided coaching and mentoring to employees.
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained regular and consistent attendance and punctuality.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Controlled line and crowd with quick, efficient service.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Promoted additional items with beverages, increasing store sales.
Front Desk Receptionist
Winston Hospitality
10.2018 - 12.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Collected room deposits, fees, and payments.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Tracked important information in Software spreadsheets and ran reports or generated graphs using data.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Confirmed appointments, communicated with clients, and updated client records.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Developed FAQ document for common visitor inquiries, streamlining information provision.
Education
Diploma -
Thackerville High School
Thackerville, OK06.2020
1 Year - Biology
Murray State
Tishomingo, OK06.2020
Skills
- Customer service focus
- Employee training
- Guest service
- Team motivation
- Staff supervision
- Rules enforcement
- Performance improvement
- Staff development
- Operations management
- Coaching and mentoring
- Conflict management
- Inventory management
- Team supervision
- Customer service management
- Shift scheduling
- Operations support
- Account management
- Security procedures adherence
Timeline
Shift Lead
7brew
08.2023 - 04.2025
Housekeeper
Holiday Inn & Suites
05.2023 - 11.2023
Daycare Assistant
Gloria Ainsworth Child Care & Learning Center
03.2023 - 09.2023
Kiosk Clerk
Winstar Casino
04.2021 - 07.2021
Housekeeper
Jani King
08.2020 - 04.2021
Front Desk Receptionist
Winston Hospitality
10.2018 - 12.2019
Barista Trainer
Winston Hospitality
03.2018 - 03.2020
Diploma -
Thackerville High School
1 Year - Biology
Murray State
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