Lance Chicko
Lead Guest Service Representative
Dearborn,MI
Summary
Organized Guest Services Supervisor with [Number] years of experience and training in [Specialization]. Successful at creating and maintaining long-term, individualized relationships with clients and working cross-functionally for efficient client services and management. Offering modern and innovative leadership.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Guest Service Excellence
Marriott International, Inc.
Dearborn, MI
03.2015 - Current
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Trained junior team members in customer service strategies and property policies.
- Checked guests into and out of hotel.
- Reviewed upcoming events and planned for expected challenges.
- Coordinated arrivals and departures of VIPs.
- Kept up to date on hotel and local happenings, including events, restaurant menu, occupancies, staff updates and VIP guests.
- Set and managed policies for concierge services and guest relations.
- Took notes on long-term and return customers in order to deliver personalized customer treatment and service.
- Applied sales skills to maintain full hotel occupancy.
Restaurant Supervisor
Mangos On The Hill
Dearborn, MI
05.2017 - 09.2021
- Coordinated team members with focus on productivity, efficiency, and enhancing customer experience.
- Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations.
- Greeted and interacted extensively with customers, promoting specials and providing details regarding key product offerings.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Identified and addressed customer complaints to promote satisfaction and loyalty.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements, and top service standards.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
- Effectively scheduled and allocated assigned team in alignment with operational and customer needs.
- Coordinated promotion of special menu items, motivating wait staff to increase sale of new specials and bundles.
- Boosted customer satisfaction and service delivery to strengthen customer loyalty.
- Supervised efforts of teams within [Number] guest capacity restaurant, ensuring timely and quality servicing of guests.
- Greeted and interacted positively with customers, promoting specials and providing information on key product offerings.
- Monitored, evaluated and audited food and beverage services to maintain high levels of patron satisfaction.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
Education
High School Diploma -
Fordson High School
Dearborn, MISkills
RFID keycard administration
Strategic planning
Implementing policies
Conflict management
Team Training
Quality controls
Concierge services
Guest relations
Customer service abilities
Customer service standards
American Hotel and Lodging Association member
Check-in procedures
Accomplishments
- Supervised team of 6 staff members.
- Resolved product issue through consumer testing.
- Collaborated with team of 14 in the development of Lincoln Brand National.
Certification
CAP - Certified Administrative Professional
Timeline
Restaurant Supervisor
Mangos On The Hill
05.2017 - 09.2021
Guest Service Excellence
Marriott International, Inc.
03.2015 - Current
High School Diploma -
Fordson High School