Katie Cunningham
Canton,OH
Summary
Dynamic Guest Experience Director with a proven track record in enhancing guest satisfaction and driving team excellence. Skilled in personalized service, proactive problem-solving, and implementing strategic improvements to elevate guest experiences.
Overview
11
11
years of professional experience
Work History
Guest Experience Director
Chick Fil A
5411 Dressler Road Canton, Ohio 44720
03.2023 - Current
- Enhanced guest satisfaction through personalized service and proactive problem-solving.
- Trained and mentored team members to ensure consistent service excellence.
- Developed and implemented strategies to improve guest retention rates.
- Analyzed customer feedback to identify trends and enhance overall experience.
- Coordinated staff schedules to optimize coverage during peak service hours.
- Led initiatives to streamline operations, reducing wait times significantly.
- Trained new team members on company policies and procedures to maintain consistent guest experience standards.
- Optimized inventory management processes resulting in decreased waste levels while maintaining adequate stock levels to meet guests'' needs.
- Introduced innovative upselling techniques that resulted in increased revenue from add-on services and amenities.
- Streamlined order-taking process by quickly entering orders into POS system, reducing wait times for customers.
- Operated POS system to total purchases and receive and process cash and credit payments.
- Operated POS system to facilitate cash and credit transactions and refunds.
- Counted each used drawer back to the respective number and also counted the safe and change fund. Inputting the data into Microsoft excel
Barista
AVI
2600 Cleveland Ave Nw Canton, Ohio 44709
08.2022 - 05.2023
- Prepared and served high-quality beverages while ensuring customer satisfaction.
- Managed cash register operations, handling transactions accurately and efficiently.
- Trained new baristas on beverage preparation and customer service standards.
- Maintained cleanliness and organization of workstations to comply with health regulations.
- Assisted in inventory management by tracking supplies and placing orders as needed.
- Developed knowledge of coffee varieties and brewing techniques to enhance customer experience.
- Implemented process improvements that increased workflow efficiency during peak hours.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
Hostess/ Head of Catering
Manhattan Deli of Mentor
8900 Mentor Ave #A Mentor, Ohio 44060
09.2019 - 02.2020
- Greeted and seated customers promptly, enhancing overall dining experience.
- Provided menu information and recommendations, increasing customer satisfaction.
- Trained new host staff on procedures and best practices for guest service.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Supported event planning efforts by coordinating meeting room bookings and catering arrangements as needed.
- Supported special events catering, coordinating logistics, setup, and breakdown for successful functions.
- Provided personalized attention to each guest, catering their experience to individual preferences and needs.
- Maintained cleanliness and organization of baking stations to ensure compliance with safety standards.
- Complied with health and safety codes to protect staff and customers.
- Collaborated with team members to complete tasks and maintain smooth running of bakery.
- Maintained a safe work environment by strictly adhering to sanitation guidelines and addressing potential hazards promptly.
Sales Associate
Infocision Managment
3656 Massillon Rd Uniontown, Ohio 44685
09.2015 - 08.2016
- Developed and maintained strong relationships with key accounts to drive revenue growth.
- Analyzed customer feedback and sales data to refine product offerings and enhance client satisfaction.
- Streamlined sales processes, resulting in increased efficiency and reduced turnaround time for proposals.
- Worked closely with internal support teams to resolve any client issues or concerns quickly and effectively.
- Consistently met or exceeded monthly performance metrics such as call volume, pipeline generation, and closed deals.
Education
No Degree - Criminal Justice
Kent State University
Canton, OHSkills
- Exceptional communication
- Guest services
- Hospitality and service industry background
- Guest communication
- Guest complaint resolution
- Complaint handling
- Team member development
- Hospitality best practices
- Policy adherence
- Guest inquiry resolution
- Teamwork
- Guest liaison
- Customer service
- Problem-solving
- Teamwork and collaboration
MVP award, 2024
I earned the MVP award At Chick Fil A in my first 6 months of being there. I always make the most of each day and put my best foot forward!
Timeline
Guest Experience Director
Chick Fil A
03.2023 - Current
Barista
AVI
08.2022 - 05.2023
Hostess/ Head of Catering
Manhattan Deli of Mentor
09.2019 - 02.2020
Sales Associate
Infocision Managment
09.2015 - 08.2016
No Degree - Criminal Justice
Kent State University