Leslie Godoy
Winchester,VA
Summary
I’ve always been described as a people person and a team leader who also knows how to be a team player, and I’d love to be a part of your team! I’m a customer focused hospitality professional with experience as an in-room dining phone attendant/secretary at a high end resort. Skilled in high volume call handling, order accuracy, guest satisfaction, and supporting smooth daily operations. Known for clear communication, time management, attention to detail, customer service skills, quick thinking, and coordination between different departments. I’m a highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
4
4
years of professional experience
2024
2024
years of post-secondary education
Work History
TSA
Salamander Resort
Middleburg, Virginia
08.2025 - Current
- Handle in coming calls concerning; orders, requests, questions, complaints, inquiries.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Utilized various software and tools (Microsoft Word/Charts and Outlook) to streamline processes and optimize performance.
- POS system proficiency.
- Order accuracy and attention to detail.
- Food and Beverage knowledge.
- Time management.
- Multitasking in fast paced environments.
- Phone and call center operations.
- Professional communication.
- Provided accurate information regarding services and products offered.
- Documented customer inquiries and requests for follow-up actions.
- Maintained organized records of calls and customer interactions.
- Gained knowledge of company policies to address customer needs efficiently.
- Demonstrated excellent problem-solving skills when resolving complex customer requests or inquiries.
- Answered calls in pleasant, calm voice and asked appropriate questions to direct callers to proper individuals.
- Accurately entered and processed food and beverage orders using POS and internal systems.
- Responded promptly to inquiries from customers, management, and other departments within the organization.
- Transferred calls to other departments as needed.
- Handled escalated customer complaints professionally and effectively.
- Assisted in troubleshooting phone system issues.
- Delivered exceptional guest service by accurately taking orders and accommodating special requests and dietary needs.
- Acted as a liaison between guests, kitchen staff, and resort departments.
- Verified order details, timing, and guest information to ensure timely and correct delivery.
- Collaborated with kitchen staff to ensure timely food delivery to customers.
- Provided exceptional customer service to guests, ensuring their satisfaction with food and beverages.
- Demonstrated proficient knowledge of menus, services and promotions to assist customers and team members.
- Assisted with guest inquiries beyond dining, enhancing overall guest experience.
- Processed customer transactions efficiently using point-of-sale systems.
Shift Leader
Foster’s Grille
Marshall, VA
05.2022 - 08.2025
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Enforced company policies and regulations with employees.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Boosted overall sales with effective upselling techniques and exceptional product knowledge.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Assisted managers in setting goals for each department within the store and monitored progress toward those objectives regularly.
- Coordinated with vendors to ensure timely delivery of products while maintaining strong professional relationships.
- Managed inventory levels to prevent stock shortages, conducting regular audits and ordering supplies as needed.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service delivery.
- Coordinated with kitchen staff to ensure timely preparation of food, reducing customer wait times.
- Oversaw cash handling and financial transactions, ensuring accuracy and reducing discrepancies.
- In charge of cash in registers and bank.
- Open and close store.
- Help cook in the kitchen if needed.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, and floors in order to maintain a safe and sanitary environment for customers and staff alike.
- Delegated tasks to employees and monitored activities and task completion.
- Monitored employee performance to ensure compliance with company policies and procedures.
- Managed daily workflow and scheduled staff for adequate coverage.
- Reviewed time sheets for accuracy before submitting them for payroll processing.
- Developed promotional strategies to attract more customers during slow periods.
- Maintained accurate cash drawer through diligent counting and recording.
- Fostered a friendly atmosphere by greeting customers and building rapport effectively.
- Accepted cash and credit card payments, issued receipts and provided change.
- Issued receipts, refunds, credits or change due to customers.
- Answered customer questions and provided store information.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Discounted purchases by scanning and redeeming coupons.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Verified that customers were of legal age to purchase alcohol.
Education
Fauquier High School
Warrenton, VASkills
- Customer service
- Patience
- Order processing
- POS system usage
- Cash handling
- Team collaboration
- Time management
- Problem solving
- Effective communication
- Employee training
- Staff scheduling
- Planning
- Google drive
- Microsoft Word
- Data management
- Critical thinking
- Organization
- FLUENT IN SPANISH
- Active listening
Languages
Spanish
Native/ Bilingual
Affiliations
- Floral bouquets personal owned small business
Timeline
TSA
Salamander Resort
08.2025 - Current
Shift Leader
Foster’s Grille
05.2022 - 08.2025
Fauquier High School