Kristine Stanley
Pacific,MO
Summary
Dynamic Guest Service Leader with a proven track record at Pilot Flying J Travel Center, excelling in guest relations and complaint handling. Recognized for implementing process improvements that enhanced service efficiency and increased guest satisfaction. Strong leadership and exceptional communication skills drive team success and foster positive customer experiences.
Knowledgeable Management with background in delivering exceptional customer service and resolving guest issues efficiently. Successfully managed various guest service functions, ensuring smooth operations and high customer satisfaction. Demonstrated strong communication and problem-solving skills in day-to-day interactions.
Overview
18
18
years of professional experience
Work History
Guest Service Leader
Pilot Flying J Travel Center
Sullivan, MO
10.2023 - Current
- Supervised daily operations to ensure exceptional guest experiences and service quality.
- Trained and mentored team members on customer service best practices and operational procedures.
- Implemented process improvements that enhanced efficiency in guest interactions and workflow management.
- Resolved guest inquiries and complaints promptly, fostering positive relationships with customers.
- Monitored inventory levels, ensuring products were readily available for guests at all times.
- Collaborated with management to develop strategies for increasing guest satisfaction ratings.
- Maintained compliance with health and safety regulations, promoting a safe environment for guests and employees.
- Streamlined front desk operations for increased efficiency and improved guest experiences.
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
- Maintained accurate records of guest preferences, ensuring tailored experiences during return visits.
- Coordinated with various departments to address guest requests quickly and efficiently.
- Communicated with employees and administered disciplinary action for significant cash discrepancies.
- Observed employee performance for compliance with policies and standard operating procedures.
- Developed strong rapport with guests through personalized service and attention to detail.
- Supervised and trained staff on cash handling, check processing and POS transaction policies.
- Enhanced guest satisfaction by promptly addressing concerns and providing exceptional service.
- Monitored inventory levels of supplies, coordinating with vendors to restock items as necessary while controlling costs effectively.
- Tracked attendance, recorded absences and addressed continual issues to maintain efficiency with fully staffed business.
- Ensured accurate billing practices by reviewing invoices, making necessary adjustments when needed.
- Developed comprehensive planograms, ensuring optimal product assortment and organization within the retail space.
- Fostered strong relationships with retail partners, ensuring priority placement of products on shelves.
- Assisted pro shop staff with merchandise restocking, enhancing overall retail efficiency.
General Manager
Mobil On The Run
Cuba, MO
04.2018 - 10.2023
- Oversaw daily operations, ensuring compliance with safety and quality standards.
- Managed staff scheduling and performance evaluations to enhance team productivity.
- Developed and implemented operational strategies, improving service delivery efficiency.
- Analyzed sales data to identify trends and optimize inventory management practices.
- Coordinated training programs for new employees, fostering a culture of continuous improvement.
- Implemented process improvements that streamlined workflows and reduced operational delays.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Cashier
Motomart Convenience Stores
Gillespie, IL
03.2008 - 03.2018
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawers, ensuring accountability throughout shifts.
- Assisted in inventory management by restocking shelves and organizing products.
- Provided exceptional customer service, resolving inquiries and enhancing satisfaction.
- Streamlined checkout processes to minimize wait times during peak hours.
- Trained new staff on operational procedures and cash handling techniques.
- Monitored store cleanliness and compliance with health and safety standards.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Education
GED -
First Baptist Academy
Gillespie, IL05-1999
Skills
- Exceptional communication
- Delegation and supervision
- Guest relations
- Complaint handling
- Upselling strategies
- Brand representation
- Strong leadership
- Customer service
- Verbal and written communication
- Detail-oriented
- Flexible schedule
- Guest accommodations
- Documentation and reporting
- Issue resolution
- Inventory monitoring
- Financial transactions
- Product sales
- Guest orientation
- Emergency response
- Information protection
- Basic accounting
- Food and beverage area setup
- Property security
- Services and amenities promotion
- Shift change management
- Loyalty promotion
- Cash handling experience
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking
- Front desk operations
- Multitasking Abilities
- Reliability
- Excellent communication
- Customer satisfaction
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
Timeline
Guest Service Leader
Pilot Flying J Travel Center
10.2023 - Current
General Manager
Mobil On The Run
04.2018 - 10.2023
Cashier
Motomart Convenience Stores
03.2008 - 03.2018
GED -
First Baptist Academy