Summary
Overview
Work History
Education
Skills
Websites
Timeline
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LeBria Massey

Baton Rouge,LA

Summary

Dedicated Guest Service Associate committed to maintaining customer satisfaction and contributing to company's success. Outgoing and polite professional possessing strong problem-solving and conflict resolution abilities paired with proficiency in Zenoti and Toast POS. Offering 5-year background providing exemplary guest services such as handling guest concerns and complaints, facilitating concierge services and recommending local hot spots and attractions. Reliable employee seeking Researcher, Market Researcher Analyst position. Offering excellent communication and good judgment. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

3
3
years of professional experience

Work History

Guest Service Associate

European Wax Center
Baton Rouge, LA
08.2021 - 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.
  • Anticipated guests' service needs by asking questions to better understand needs and listening to guest preferences.
  • Took reservations over phone and through email, recording guest information in computer system and verifying detail scores 35%.
  • Welcomed and acknowledged guests with smile, eye contact and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores 24%
  • Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property

Server

Chimes East
Baton Rouge, LA
08.2019 - 03.2020
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Checked identification for minimum age for sale of alcoholic beverages.
  • Noted special patron requests and followed up with kitchen to confirm delivery.
  • Cultivated warm relationships with regular customers.
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  • Increased sales significantly by upselling higher-end products to customers.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Checked over 20 daily IDs to verify ages and uphold Louisiana liquor laws.
  • Processed orders and sent to kitchen employees for preparation.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
  • Supervised set up of banquet food stations and coordinated service to multiple dining areas.
  • Collected orders and relayed them to bartenders quickly and accurately.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
  • 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.
  • Answered customers' questions, recommended items and recorded order information.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Printed dining checks with total due, collected payment and offered receipts to complete transactions.
  • Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests or dietary restrictions.
  • Inspected dishes and utensils for cleanliness.
  • Moved and set up seating, prepared extra silverware and notified kitchen prior to arrival of large groups.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.

Server

Buffalo Wild Wings
Baton Rouge, LA
06.2017 - 05.2019
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
  • Checked guests' identification before serving alcoholic beverages.
  • Moved and set up seating, prepared extra silverware and notified kitchen prior to arrival of large groups.
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  • Processed orders and sent to kitchen employees for preparation.
  • Collected orders and relayed them to bartenders quickly and accurately.
  • Inspected dishes and utensils for cleanliness.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Printed dining checks with total due, collected payment and offered receipts to complete transactions.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.

Education

Bachelor of Science - Psychology

Southern University And A & M College
Baton Rouge, LA
05.2022

High School Diploma -

Deridder High School
Deridder, LA
05.2016

Skills

  • Meeting Sales Goals and Brand Promotion
  • Strong Communication, Interpersonal Skills And Positive Customer Engagement
  • Presentations & Psychological Assessment
  • Analytical, Critical Thinking and Data-Driven Decision-Making

Timeline

Guest Service Associate

European Wax Center
08.2021 - Current

Server

Chimes East
08.2019 - 03.2020

Server

Buffalo Wild Wings
06.2017 - 05.2019

Bachelor of Science - Psychology

Southern University And A & M College

High School Diploma -

Deridder High School

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LeBria Massey