Maria Morales
Blythe,CA
Summary
My career began 17 years ago with PilotCo. I started as guest service team member. As I started to learn the business I was a natural. Began running early morning shifts and seen to all guests needs and any tasks that needed attention to without management help.
Industrious Guest Services Manager with severalyears of experience. Successful at leading by example and resourcefully utilizing the strengths of a professional team of workers. Looking to bring innovation and initiative to a great organization.
I am loyal and hardworking.
Overview
17
17
years of professional experience
Work History
Guest Services Manager
Pilot Travel Centers
Blythe, CA
05.2007 - Current
- Ensured guests received excellent service by developing and maintaining positive relationships with customers.
- Monitored customer satisfaction levels through surveys, guest comments and feedback.
- Organized and supervised the daily activities of front and back of store staff to ensure efficient operations.
- Developed and implemented policies related to customer service standards and procedures.
- Resolved customer complaints promptly and professionally while ensuring a high level of customer satisfaction.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Monitored employee performance to ensure compliance with company policies and procedures.
- Assisted in training new employees on shift operations.
- Scheduled team members for shifts based on business needs and customer demand.
- Maintained an organized work environment by delegating tasks to staff as needed.
- Inspected food preparation areas to ensure proper sanitation standards were met at all times.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
- Adhered to all health code regulations while preparing food items for customers.
- Managed inventory levels by monitoring stock levels, ordering supplies when necessary, and ensuring product quality was up to standard prior to use or sale.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, floors., in order to maintain a safe and sanitary environment for customers and staff alike.
- Performed basic maintenance tasks such as changing light bulbs or replacing broken equipment parts as needed.
- Reviewed time sheets for accuracy before submitting them for payroll processing.
- Checked orders for quality and completeness.
- Educated customers about offerings, promotions and pricing to boost sales.
- Coached team members to increase productivity and reduce workplace accidents.
- Mentored and coached staff by giving employees suggestions and feedback to improve job performance.
- Assisted general manager with operations game plan and company initiatives implementation.
- Evaluated employee performance, delivering individualized feedback and praise.
Education
CNA
Palo Verde College
Blythe, CA12-2010
GED -
Palo Verde College
Blythe, CA05-1993
Skills
- Greeting customers
- Decision-making capabilities
- Property management software understanding
- Generating Reports
- Budgeting and financial management
- Customer Satisfaction
- Sales and Upselling
- Team training and management
- Multicultural appreciation
- Schedule setting
- Performance Improvement
- Staff Training and Development
Timeline
Guest Services Manager
Pilot Travel Centers
05.2007 - Current
CNA
Palo Verde College
GED -
Palo Verde College