Kylie Allen

• I am a Customer Care Associate at Bellhop
• In this position, my primary aim is to demonstrate that
• Be llhop truly cares about its customers, through their work ethic, communication, and people skills
• I make complex requests feel like a breeze, demonstrate legendary customer service, and establish trust with customers even in the midst of stressful situations
• It's a fast-paced, highly challenging, but also rewarding job
• The team that I am apart of responsibilities are, but not limited to:
• Being the first point of contact for customers and prospects - I catch people at an incredibly stressful time and help place them at ease through friendly and knowledgeable service
• Take inbound calls and make outbound phone calls to customers in need of support
• Develop a thorough understanding of Bellhop’s service as well as internal policies and procedures
• Coordinate closely with other operational teams to bring quick resolutions to customer requests
• Resolve issues, service failures and customer complaints
• Use company policy to make financial decisions/explore ways to minimize the cost of mistakes or complications, all the while maintaining a high level of customer service
• Managed client records
• Set up client appointments
• Provided policy and service information
• Assisted customers with a warm and professional attitude
• Answered general questions
• Answered calls from customers
• Responsible for tracking and maintaining inventory
• Resolved customer information and complaints
• Handled online orders and credit card transactions

• My responsibility as a food runner was to:
• Run food from expo and make sure it gets to the right seats at the right tables
• Bus flip and tables
• Bar back
• Step in to run expo when the manager is not present, or asks me to do so
• Was also the head hostess; and my responsibilities included:
• Training and delegating all hosts, new or old
• Answering the phone to either make reservations, confirm reservations, or answering common questions that a guest may have
• Exhibiting excellent customer service and hospitality
• Problem solving and quick thinking, along with improvisation
• Answered customers' questions about hours, seating, current wait time and other information.
• Accommodated guests with children and special needs to promote comfortable dining experience.
• Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
• Tracked seated guests and available seating using Open Table.
• Helped to plan and execute parties for more than 13 guests, coordinating menus and preparing tables.
• Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
• Monitored dining area to assess server capacity and estimate wait times.
• Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
• Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
• Arranged place settings with fresh tablecloths, tableware and flowers to create appealing tables.
• Directed customers to bar area in high-traffic times to maintain satisfaction and increase drink sales.
• Stayed attentive to server availability and table turnover to seat guests quickly.
• Helped restaurant staff set up small and large events to coordinate smooth execution.
• Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele.

• Started off as a host at this location, and quickly got moved to a serving position within a month and a half. After being employed here for several months, I received a raise and was given the "head host" title
• As a head host at this establishment, my responsibilities were, but not limited to:
• Taking, making, and confirming reservations
• Training and delegating other hosts
• Quick thinking and problem solving
• Customer service and hospitality
• Taking and delivering room service orders
• Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
• Operated POS terminals to input orders, split bills and calculate totals.
• Satisfied customers by topping off drinks and anticipating condiments, napkins and other needs.
• Promoted desserts, appetizers and specialty drinks to optimize sales.
• Communicated effectively with patrons to establish preferences and dietary restrictions and make food and beverage recommendations.

This was my first serving job, I was brought on several months after the restaurant's opening in 2017. I started as a hostess and after a few weeks, I received serving and POS training. After a couple months of serving and hosting, I was promoted to the head hostess position.

• My duties included, but were not limited to:
• Greeting and seating guests
• Answering and making all phone calls
• Taking and confirming reservations
• Taking to-go orders and making sure they were packed correctly
• Training new hosts and delegating tasks
• Presented patrons with menus and specials promptly after seating, following up to address questions before taking orders.
• Managed guest expectations by relaying information regarding hours, wait times and specials.