KAYLA TORNES
Jackson,MS
Summary
Responsive and adaptable customer service team member attentive to unique needs of individual callers. Competent in meeting quality and performance demands with excellent call control and communication skills. Excels in building trust and rapport to quickly understand requirements and build brand loyalty. 6 years of excellent customer service skills and advanced conflict resolution prowess. Quality-driven and reliable with relationship-building strengths in customer roles. Maintains detailed and accurate records and complies with established policies and scripts.
Guest Service Representative job for Westin Hotel offering solid background managing and improving guest relations. Delivers exceptional service by leveraging hospitality experience. Effortlessly handles routine operations and shift changes, maintaining service continuity and upholding property reputation for excellence.
Overview
8
8
years of professional experience
Work History
Housekeeper
Woodlands Rehabilitation and Healthcare Center
05.2023 - 01.2024
- Followed established safety precautions when mixing chemicals and using equipment
- Moved furniture to carry out deep cleans
- Reported observations concerning equipment wear, defects and malfunctions
- Sorted linens and clothes to properly load washers
- Completed cleaning duties on time and according to schedule
- Selected best cleaning solution to tackle various materials
- Demonstrated initiative to complete housekeeping tasks with minimal supervision
- Removed and disposed of trash appropriately
- Gathered adequate supplies prior to shift start for smooth workflow
- Utilized proper sanitizing techniques to minimize infection and cross-contamination risks
- Reported equipment and product needs in advance
- Cleaned target number of homes weekly to desired standard
- Completed pre-cleaning tasks to prepare rooms for deep cleans
- Kept assigned areas spotless through routine cleaning
- Removed soiled sheets and towels to replace with fresh linens
- Vacuumed and shampooed carpets, rugs and upholstered furniture
- Answered requests from guests and promptly delivered needed items
- Cleaned kitchen surfaces, dishes and utensils daily
- Met guest needs by delivering requested items and cleaning up spills
- Prevented spread of germs and active infections through consistent cleaning and sanitizing
- Kept spaces organized and presentable with constant attention to detail
- Washed windows, ceilings and walls with proper techniques for optimum results
- Cleaned carpets, upholstered furniture and draperies using vacuum cleaners and shampooers
- Delivered ironing boards, baby cribs and rollaway beds to guest rooms
- Emptied wastebaskets and transported trash and waste to disposal areas.
Cashier
Target
01.2017 - 10.2018
- Answered customer questions about policies and procedures with friendly and knowledgeable approach
- Handled customer interactions with professionalism and upbeat approach focused on making each person feel welcome
- Bagged, boxed or wrapped products for customers
- Informed customers of promotions and special offers to increase sales
- Offered customers information about upcoming promotions and available items
- Promoted loyalty programs and store cards
- Balanced cash drawer at beginning and end of each shift
- Approached and solved problems with initiative and sound judgment
- Engaged customers in pleasant conversation while completing cash register transactions
- Stocked store shelves and end-caps with merchandise
- Kept clean, organized and well-stocked checkout areas
- Worked with supervisory team to meet customer needs
- Trained new retail team members in customer service and company policies
- Posted charges against accounts and generated statements
- Prevented losses by watching for suspicious behavior.
Carhop Server
Sonic
04.2016 - 06.2016
- Maintained cash drawer, accurately processing customer payments using POS system
- Upheld cleanliness and presentation standards for service areas and customer parking
- Fostered positive experiences with personable, upbeat and professional car-side service
- Carried and balanced tray weighing up to [Number] pounds while roller skating
- Prevented spills, securely fastening food trays to customer car doors
- Recommended menu combinations and alternatives to unavailable items
- Responded to challenges calmly and smoothly, turning over spaces and keeping customers notified of wait times
- Greeted guests by being polite and attentive
- Handled customer payments through cash or card
- Completed entire shifts on wheels, skating while cleaning, preparing orders and retrieving items for customers
- Restocked service counter with utensils and condiments for staff convenience
- Completed orders quickly and efficiently, often exceeding expected timeframes
- Backed up kitchen staff during busy periods
- Helped kitchen by making or retrieving sodas, milkshakes and malts
- Highlighted and explained seasonal promotions and special offers
- Checked menu items met temperature, packaging and presentation standards before delivering
- Cleared trays from guest cars for quality service standards
- Reported complaints to drive-in management team.
Education
Associate in Science (A.S.) -
Hinds Community College
Raymond, Mississippi05.2025
Skills
- Customer Service
- Microsoft Word
- Data Entry
- Multi-tasking
- Decision Making
- Teamwork
- Payment Processing
- Technical Support
- Call Center Operations
- Cash Handling
- Appointment Scheduling
- Communication
- Delivery Tracking
- Account Management
- Documentation and Reporting
- Inbound Phone Call Management
- Call Center Customer Service
- Hotel software knowledge
- Strong organizational skills
- Detail Oriented
- Time management
- Computer Skills
- Hotel software expertise
- First Aid Training
- Front Office Management
Volunteer Experience
01/01/20, 09/01/20, Stewpot, Jackson, MS, Ensure that a safe, clean, and welcoming atmosphere is provided for all clients, Monitor client activities and shelter operations during shift, Answer crisis calls and follows established procedures for crisis intervention, intakes, safety planning and referrals;, Adhere to a flexible schedule to meet program needs and assist with 24/7 operations, Complete client admission intakes, facilitates client orientation, assign room, and ensure all necessary admittance forms are complete, Assist in maintaining shelter, including food, cleaning supplies, bedding, as well as receiving requisitions and assisting in keeping the inventory for the shelter, Assign and supervise client chore assignment, Conduct room inspections and inventory, Perform duties as needed, to assist with cleanliness and orderliness of shelter facility
Timeline
Housekeeper
Woodlands Rehabilitation and Healthcare Center
05.2023 - 01.2024
Cashier
Target
01.2017 - 10.2018
Carhop Server
Sonic
04.2016 - 06.2016
Associate in Science (A.S.) -
Hinds Community College
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