Kimberly Wood
Pullman,WA
Summary
I am a passionate hospitality professional who thrives on creating exceptional guest experiences and building strong, motivated teams. I take pride in training and mentoring employees, helping them develop the skills and confidence to provide top-tier service. With a keen eye for detail, I ensure that every aspect of the guest experience is seamless—from the ambiance to the service and everything in between. I love problem-solving, finding ways to enhance efficiency, and making sure every customer leaves feeling valued and cared for. Whether it’s leading a team, refining operations, or simply making someone’s day better, I bring energy, dedication, and a commitment to excellence in everything I do.
Overview
14
14
years of professional experience
Work History
Customer Service Agent (CSA)
Horizon Airlines
04.2024 - Current
- Assist guests with travel needs (e.g., answering inquiries, baggage, ticketing, checking-in passengers and boarding flights) in a fast-paced environment.
- Work outdoors in all types of weather conditions while performing below wing functions (e.g., transports baggage and cargo, loads and offloads luggage and cargo, aircraft marshaling, pushes back the aircraft and aircraft deicing).
- Performs aircraft grooming and security searches.
- Perform boarding and gate duties (e.g., assisting and directing guests, making announcements, process standby's and upgrade requests).
- Process and secure guest luggage. Files and maintains luggage claims as necessary including damaged, delayed and pilferage.
- Loads and offloads luggage and cargo with the use of conveyor belts.
- At the direction of management, may be assigned to perform duties of varying capacities to ensure complete guest satisfaction.
- Performs other duties as assigned.
General Manager /Business Owner
Island Tarp & Containment, LLC
10.2015 - Current
- Oversee all aspects of daily operations, including staff management, customer service, and financial performance
- Develop and implement strategic plans to drive business growth and increase profitability
- Achieve sales targets consistently by implementing targeted promotions and upselling techniques
- Manage inventory levels to optimize stock availability while minimizing carrying costs
- Create employee schedules that ensured adequate staffing levels during peak hours while controlling labor costs
- Conduct regular performance evaluations for staff members, identifying areas for improvement and providing constructive feedback
- Resolve customer complaints promptly and effectively to maintain high levels of customer satisfaction
- Implement new technologies or systems that improved operational efficiency
- Negotiate contracts with suppliers/vendors resulting in cost savings
- Increase revenue through the development of new products/services
- Streamline workflow processes resulting in improved productivity
Restaurant Manager
Doc's Marina Grill
08.2013 - 10.2015
- Oversaw daily operations of a busy restaurant, ensuring smooth and efficient service
- Managed a team of 20 staff members, providing training, coaching, and performance evaluations
- Maintained high standards of cleanliness, sanitation, and safety throughout the restaurant
- Created employee schedules to optimize staffing levels while meeting business demands
- Ensured compliance with all health codes, licensing regulations, and labor laws
- Handled customer complaints or concerns promptly and effectively to ensure customer satisfaction
Bartender
Red Robin
01.2013 - 08.2013
- Crafted and served a wide variety of cocktails, beers, and wines to patrons in a fast-paced bar environment
- Maintained cleanliness and organization of the bar area, ensuring compliance with health and safety regulations
- Efficiently handled cash transactions and accurately processed payments using POS system
- Provided exceptional customer service by engaging with guests in a friendly manner and anticipating their needs
- Trained new bartenders on drink preparation techniques, customer service standards, and POS system operation
- Resolved customer complaints promptly and effectively to maintain high levels of satisfaction
Owner
The 122 Bar
05.2011 - 07.2012
- Developed and implemented strategic business plans to drive growth and increase profitability
- Managed a team of 25 employees, providing leadership, guidance, and support
- Oversaw budgeting and financial management, ensuring the company's financial health
- Established strong vendor relationships to negotiate favorable pricing terms and improve supply chain efficiency
- Created effective marketing strategies to promote the business and attract new customers
- Utilized social media platforms to expand brand awareness and engage with target audience
- Analyzed market trends and competitor activities to identify opportunities for business expansion
- Developed partnerships with other businesses to enhance product offerings or reach new markets
- Maintained high levels of customer satisfaction through exceptional service delivery
- Implemented quality control processes to ensure consistent product/service excellence
- Conducted regular performance evaluations for employees, providing feedback for improvement as needed
Education
High School Diploma -
Port Townsend High School
Port Townsend, WA06-1988
Skills
- Guest Experience & Customer Service – Exceptional ability to create memorable dining experiences, ensuring guest satisfaction through personalized service, problem-solving, and anticipating customer needs
- Attention to Detail – Strong focus on maintaining high-quality service, presentation, cleanliness, and operational efficiency, ensuring every aspect of the guest experience is seamless
- Leadership & Team Management – Skilled in training, coaching, and motivating staff to uphold hospitality standards, improve service efficiency, and foster a positive work environment
- Quality Control & Compliance – Strong ability to enforce food safety, health regulations, and brand standards, ensuring compliance with industry best practices
- Problem-Solving & Conflict Resolution – Quick and effective decision-making skills to handle guest complaints, resolve service issues, and maintain a positive dining atmosphere
- Multi-Tasking & Time Management – Ability to oversee multiple aspects of service simultaneously, from guest interactions to staff coordination, ensuring smooth operations during peak hours
- Technology & POS Systems – Proficient in using restaurant management software, reservation platforms, and point-of-sale (POS) systems for efficient service operations
Timeline
Customer Service Agent (CSA)
Horizon Airlines
04.2024 - Current
General Manager /Business Owner
Island Tarp & Containment, LLC
10.2015 - Current
Restaurant Manager
Doc's Marina Grill
08.2013 - 10.2015
Bartender
Red Robin
01.2013 - 08.2013
Owner
The 122 Bar
05.2011 - 07.2012
High School Diploma -
Port Townsend High School
Similar Profiles
Diana ButtsDiana Butts
Flight Attendant at Horizon AirlinesFlight Attendant at Horizon Airlines
Dane FlewellingDane Flewelling
Captain at Horizon AirlinesCaptain at Horizon Airlines
Mandy WatsonMandy Watson
Customer Service Lead at Horizon AirlinesCustomer Service Lead at Horizon Airlines
Clayton CappelClayton Cappel
Sensitive Compartmentalized Information Facility Information Systems Security Manager (SCIF ISSM), Removable Media Inventory Manager at US Coast GuardSensitive Compartmentalized Information Facility Information Systems Security Manager (SCIF ISSM), Removable Media Inventory Manager at US Coast Guard
Sydney SilvaSydney Silva
Sociology Graduate Student/Graduate Researcher at Washington State UniversitySociology Graduate Student/Graduate Researcher at Washington State University