Mary Massed

• Server at this busy, family owned Italian restaurant and pizzeria.
• Developed rapport with repeat customers, some of whom came in multiple times per week.
• Set up and break down outdoor seating and decor for each shift in the summer.

• Oversaw front and back of house operations, ensuring smooth flow of operations for a busy restaurant.
• Trained employees to efficiently fulfill all job duties as well as understanding the menu to assist customers with allergies and dietary restrictions.
• Assigned tasks to associates to fit skill levels and maximize team performance.
• Enforced customer service standards and resolved customer issues to uphold quality service.
• Expedited food from the kitchen to ensure quality control.
• Recruited and hired qualified candidates to fill open positions.
• Completed thorough opening, closing and shift change functions to maintain operational standards each day.
• Exercised good judgment and decision-making in escalating concerns and resolving issues.
• Monitored staff performance and addressed issues.
• Maintained inventory and ordering for the front of house.

• Lead server at a busy restaurant, working some of the busiest shifts including weekend dinners and brunches. Was able to navigate an extremely fast pace while being mindful not to make guests feel rushed or as though they were an inconvenience.
• We (the entire staff) created a home-like environment and guests would come back multiple times per week and sometimes even for two meals a day!
• Awarded top seller almost every month.

• Bartender at an incredibly fast paced seafood restaurant on the coast of Bristol, RI.
• Supplied the drinks for the servers and served drinks and foods to customers seated at the bar.
• Created drink specials

Guest services at an upscale hotel/restaurant in Newport, RI. I managed the guest experience from check-in to check out, ensuring that guest feel comfortable and happy with their stay. I was also responsible for overseeing maintenance and cleaning crew to ensure smooth and comfortable experiences for guests. I provided concierge services and designed guest experience packages. I worked closely with local restaurants and shops to offer guest with opportunities to see the best Newport has to offer.

This is where I got extremely thorough training on cultivating a guest experience. As a front desk agent, I trained in every department - from housekeeping, to maintenance and the restaurant. I learned how to prioritize the guest experience and do everything I can to ensure that guests have a wonderful vacation and remember it fondly.

I learned how to handle 'difficult' people with kindness and compassion while also knowing how to be stern when necessary. With this practice, I developed the skill to assist guests with issues or complaints in a way that made them feel seen, heard, and understood while also maintaining the integrity of company values and procedures.

I also learned how to treat my workplace like a community and do my part to work with everyone involved to help things run smoothly.