Katrina Ferguson
Brooklyn
Summary
Dedicated team player with 11+ years of experience in customer service and operations. Skilled at delivering great experiences and leading teams. Looking to bring my expertise to a wellness setting and help create a positive environment for guests.
Overview
14
14
years of professional experience
Work History
SPA FRONT DESK/ SALES COORDINATOR
ZZ Day Spa
New York
10.2024 - Current
- Work front desk operations across multiple locations, including ZZ 2 Spa and ZZ Day Spa
- Foster connections with guests during spa visits, ensuring memorable experiences
- Provide personalized attention to understand guest needs and preferences
- Coordinate guest bookings, ensuring seamless experiences
- Offer spa memberships during checkout, highlighting benefits and value
- Prepare detailed notes on guest interactions, preferences, and history
- Track and update client interactions, maintaining accurate records
- Collaborate with Spa Manager to drive front desk membership sales
- Welcome and orient guests, providing an overview of the spa experience
- Ensure smooth transitions between treatments, communicating with therapists and guests
- Offer refreshments, recommend products, and suggest additional services to enhance the experience
- Solicit feedback and follow up with guests to address concerns and show appreciation
- Book and coordinate special events, including bridal showers, birthday parties, corporate retreats, and other gatherings at the spa
Multi-Site Manager
Vesuvio Bakery
01.2023 - 07.2024
- Oversaw daily operations of three bakery locations, ensuring compliance with Department of Health (DOH) regulations and maintaining high standards of cleanliness.
- Managed staff hiring, training, and scheduling, fostering a skilled and motivated team.
- Maintained accurate inventory levels through effective requisition management and par sheet creation.
- Ensured timely fulfillment of orders by managing delivery platforms and coordinating wholesale orders, including accurate billing.
- Implemented quality control measures to uphold product freshness and taste standards across all offerings.
- Collaborated with the accounting and purchasing teams to monitor cost of goods and improve profitability.
- Developed and executed strategies to enhance sales and customer satisfaction, addressing complaints promptly and professionally.
- Communicated effectively with the Operations Team and ownership to ensure seamless operations across all locations.
Assistant Maitre D'
Estiatorio Milos
09.2021 - 11.2022
- Provided service to high-profile clients and guests, welcoming them and managing seating arrangements based on reservations and guest preferences to increase satisfaction and retention
- Assisted with responding to high-volume phone calls, efficiently booking reservations and answering guest inquiries in a professional and courteous manner
- Ensured seamless dining experiences by handling details correctly and addressing client issues during peak hours
- Responded to queries about menu and special offers, offering alternatives to meet guest needs and requests
- Optimized seating strategy for 300-500 guests per night, distributing reservations effectively among servers to ensure exceptional service
- Assisted with bussing tables during busy periods, demonstrating flexibility and a commitment to providing excellent service in a fast-paced environment
A.M. FLOOR MANAGER
PRINT Restaurant
01.2019 - 03.2020
- Managed the floor during service and prepared weekly staff schedules for closing and opening shifts to minimize overtime
- Monitored and supported staff as needed to ensure consistent assistance and customer service were delivered
- Created a comfortable place for customers by setting up dining room floor and provided with an enhanced customer experience to encourage repeat business
- Led pre-shift meetings to educate staff on new processes or expected targets and to recognize exceptional staff performance to increase their morale and productivity
- Performed clerical and administrative responsibilities to assist Senior Managers, including daily document closure
- Participated in the recruiting process for various roles within the restaurant and ensured that all employees received and completed the required training
- Designed a drink menu featuring health-conscious beverages such as beet lattes, blue spirulina lattes, and golden milk lattes for health- and immunity-conscious guests
- Developed and maintained a healthy connection with employees and demonstrated to employees that their health is always a priority
TEMFI CONTROLLER
PRINT Restaurant
01.2018 - 01.2019
- Oversaw and generated sales, receivables, petty cash, and cash flow reports on a daily basis to determine the optimal cash balance level to optimize profitability
- Performed a variety of banking responsibilities, including managing wire transfers, reconciling AMEX credit card transactions, and replenishing banks at the restaurant, rooftop bar, and bakery
- Used Compeate to generate credit memos, which were sent to customers to inform them of the new, lower amount owed and correct any errors made in the sales invoice
SALES COORDINATOR
PRINT Restaurant
02.2017 - 01.2018
- Oversaw and coordinated the preparation and distribution of orders for all banquet events and generated and disseminated daily reports that included potential and confirmed events
- Established efficient cost control by recording deposits and payments and forwarding them to the controller to prevent mismanagement of funds and to safeguard against loss
- Created an event planning and documentation procedure to streamline and maintain event-related documents, including the creation of folders, the filing of signed contracts, and the receipt of any checks
- Customized food/menu items; updated menus with recipes and ingredients; and revised menu item costing on Caterease
- Improved customer service by contacting clients with pending contracts or reservations and responding to and following up on inquiries by phone and email
ACCOUNT PAYABLES/RECEIVABLES
PRINT Restaurant
07.2016 - 02.2017
- Processed ACH Payments by making direct deposits and bill payments via online payments, generating Credit Memos, and generating and uploading inventory to assess stock availability and allocation
- Converted and automated paper-based systems and manual AP workflows to boost productivity and enhance the processing of invoices and receipts
- Generated an accounts payable summary; provided Vendor Aging Reports for overdue accounts and updated new terms with existing vendors
- Reconciled the costs of banquets, room charges, the IRD, and amenities, which include sales tax and service fees
HOSTESS/MAITRE D
PRINT Restaurant
06.2013 - 07.2016
HOSTESS/RESERVATIONIST
Quality Meats
11.2011 - 06.2013
Education
Associates Degree - Early Childhood Education
Laguardia
Skills
- Staff Training
- Team Leadership
- Cash Flow Management
- Account Reconciliation
- Payroll Administration
- Scheduling
- Accounts Payable/Receivable
- Inventory and Stock Management
Timeline
SPA FRONT DESK/ SALES COORDINATOR
ZZ Day Spa
10.2024 - Current
Multi-Site Manager
Vesuvio Bakery
01.2023 - 07.2024
Assistant Maitre D'
Estiatorio Milos
09.2021 - 11.2022
A.M. FLOOR MANAGER
PRINT Restaurant
01.2019 - 03.2020
TEMFI CONTROLLER
PRINT Restaurant
01.2018 - 01.2019
SALES COORDINATOR
PRINT Restaurant
02.2017 - 01.2018
ACCOUNT PAYABLES/RECEIVABLES
PRINT Restaurant
07.2016 - 02.2017
HOSTESS/MAITRE D
PRINT Restaurant
06.2013 - 07.2016
HOSTESS/RESERVATIONIST
Quality Meats
11.2011 - 06.2013
Associates Degree - Early Childhood Education
Laguardia