Maria McGroarty
HENDERSON
Summary
Dynamic customer service professional with a track record of delivering exceptional guest experiences and resolving issues swiftly. Honored as Employee of the Year for outstanding service, showcasing strong interpersonal skills and a commitment to guest satisfaction.
Overview
24
24
years of professional experience
Work History
Buffet Host/ Cashier
M Resort Hotel and Casino
01.2015 - 01.2020
- Greeted guests, provided accurate wait times, and escorted customers to dining areas.
- Delivered positive customer experiences through friendly and courteous service.
- Resolved customer issues and answered questions to enhance satisfaction.
- Registers sales on a cash register, accepting complimentary coupons and scanning points and food comps and itemizing purchases.
- For this role you should have solid organizational and people skills to make sure guests have a positive dining experience from the moment they arrive till their departure.
Retail Supervisor
Marshall Retail Group LLC
01.2009 - 01.2015
- Trained and coached sales associates, enhancing customer service skills and fostering a customer-focused environment.
- Trained and mentored staff on customer service best practices.
- Supervised daily operations and maintained store presentation standards.
- Oversaw store operations, ensuring smooth execution of daily activities.
- Managed inventory control processes and stock replenishment procedures.
Guest Relations Officer
Royal Caribbean International
Miami
01.1997 - 01.2008
- Guest Services Officer will be responsible for 'Delivering the Wow' while demonstrating exemplary problem resolution skills to our guests at all times.
- Greet all guests immediately with a friendly and sincere welcome.
- Interact with guests in a considerate, professional, and positive manner, demonstrating active listening and genuine concern.
- Play a key role in being the first impression for the brand and our guests.
- Uses a positive and clear speaking voice, taking the time to understand all requests in detail.
- Collaborate with empowered Guest Services team to deliver extraordinary customer service with determination and focus.
- Provided cash and guest account services at Guest Services desk, including accepting cash payments, cashing checks, and exchanging foreign currencies.
- Recognized as Employee of the Year in 2005 for outstanding service on Grandeur of the Seas.
- Awarded Employee of the Month in 1996 for exemplary performance on Star Pisces Cruises.
Ground Stewardess/ Ticketing Office
Grand Airline
11.1995 - 12.1995
- Facilitated guest check-in by verifying travel documentation.
- Provided exceptional in-flight service to passengers ensuring comfort and satisfaction.
- Collaborated with flight crew to maintain safety protocols and emergency procedures.
- Managed inventory of supplies, ensuring availability for passenger needs during flights.
Education
Bachelor of Science - Hotel and Restaurant Management
01-1995
Skills
- Customer service
- Guest service orientation
- Guest relations
- Check-in processes
- Room upgrade coordination
- Dining area management
- Order processing
- Payment processing
- Cash handling expertise
- Attention to detail
- Problem solving skills
- Team collaboration
- Flexible scheduling
- Conflict resolution
- Advertising and marketing
- Document management
References
As per Request
Awards
- 01/01/05, EMPLOYEE OF THE YEAR, Grandeur of the Seas
- 01/01/96, Employee of the Month, Star Pisces Cruises
Timeline
Buffet Host/ Cashier
M Resort Hotel and Casino
01.2015 - 01.2020
Retail Supervisor
Marshall Retail Group LLC
01.2009 - 01.2015
Guest Relations Officer
Royal Caribbean International
01.1997 - 01.2008
Ground Stewardess/ Ticketing Office
Grand Airline
11.1995 - 12.1995