LaVon Lynn Rasmussen
Marshfied
Summary
Knowledgeable Guest/Customer Service Representative experienced in busy hotel and restaurant settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
16
16
years of professional experience
Work History
Customer/Guest Service Representative
Hotel Marshfield
Marshfied
09.2021 - Current
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Collected room deposits, fees and payments.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
Shift Manager/Server/Cook
Pizza Hut
Marshfield
03.2020 - 05.2021
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Checked identification for minimum age for sale of alcoholic beverages.
- Supervised restocking of salad bar and buffet for lunch and dinner service.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Inspected dishes and utensils for cleanliness.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
Laborer/Lead/Coordinator
Masonite
Marshfield
09.2013 - 11.2019
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions.
- Entered data, generated reports and produced tracking documents.
- Managed office activities by maintaining communication between clients, tracking records and filing all documents.
- Drove workflow improvements by streamlining processes.
- Resolved employment-related disputes through proactive communication.
- Gathered and organized materials to support operations.
- Coached employees through day-to-day work and complex problems.
- Aided colleagues and managers through regular communication and assistance.
- Maintained master schedule for the plant.
- Led comprehensive staff member training covering key topics.
- Managed filing systems for electronic and hard copy documents to keep organized records.
CSR and Sales and Catering Manager
Holiday Innn
Marshfield
07.2011 - 08.2013
- Implemented and executed reviews of computer systems for compliance with state and federal regulations.
- Established team priorities, maintained schedules and monitored performance.
- Directed training and retraining of employees to boost performance and enhance business results.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Maintained store equipment, printers and fax machines.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Managed quality programs to reduce overdue compliance activities.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
Shift Leader/Server/Cook
Pizza Hut
Marshfield
09.2006 - 08.2013
- Addressed and resolved customer conflicts with managed waitstaff, verifying satisfactory outcomes for involved parties.
- Handled table service and other dining room tasks to address shortfalls due to unexpected absences or unusual service volumes.
- Recruited and trained new waitstaff personnel, providing rapid onboarding processes to integrate additional team members quickly.
- Collaborated with kitchen staff to coordinate restaurant goals such as upselling certain items, addressing product availability issues and other communication concerns.
- Cultivated warm relationships with regular customers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Managed food resources, memorized orders and coordinated customer service.
- Bussed and reset tables to keep dining room and work areas clean.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Checked identification for minimum age for sale of alcoholic beverages.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
- Supervised restocking of salad bar and buffet for lunch and dinner service.
- Added food items, dishes, beverages and utensils to trays and immediately distributed orders, using Micros to confirm deliveries to correct rooms.
Education
High School Diploma -
Marshfield High School
Marshfield, WI06.2008
Skills
- Creative Solutions
- Office Support
- Problem Anticipation and Resolution
- Guest Orientation
- Issue Resolution
- POS Transactions
- Customer Service
- Payment Processing
- Information Confidentiality
- Product Sales
- Mail Receiving and Delivery
- Data Entry
- Guest Satisfaction
- Financial Transactions
- Computer Skills
- Reservation Management System
- Personable Demeanor
- Reservation Processing
- Microsoft Office
Timeline
Customer/Guest Service Representative
Hotel Marshfield
09.2021 - Current
Shift Manager/Server/Cook
Pizza Hut
03.2020 - 05.2021
Laborer/Lead/Coordinator
Masonite
09.2013 - 11.2019
CSR and Sales and Catering Manager
Holiday Innn
07.2011 - 08.2013
Shift Leader/Server/Cook
Pizza Hut
09.2006 - 08.2013
High School Diploma -
Marshfield High School