Nadya Fam
Philadelphia,PA
Summary
Guest Experience Expert with extensive customer service experience and strong conflict resolution skills. Demonstrated ability to establish rapport with diverse populations and effectively manage high-pressure situations. Committed to continuous learning in behavioral health, with practical knowledge in behavioral support strategies. Aiming to apply skills in client engagement and problem-solving to enhance therapeutic and developmental outcomes.
Overview
6
6
years of professional experience
Work History
Guest Relations Expert
Ritz-Carlton
Philadelphia, PA
01.2023 - Current
- Assisted guests in modifying reservations, answering inquiries, and resolving complaints.
- Organized promotional events at the hotel aimed at attracting more customers.
- Tracked daily occupancy levels and updated records accordingly.
- created a new upcoming project to revamp the Ritz-Kids program and provide more marketing to the property
- Participated in training sessions designed to enhance customer service skills.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
Guest Experience Expert
Ritz-Carlton
Philadelphia, PA
01.2023 - Current
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Recommended local area establishments or services to suit guest interests and plans.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Performed cashier duties such as taking payments from customers, reconciling accounts, and issuing receipts.
- Generated reports detailing guest feedback data trends for management review.
- Streamlined daily operations, including check-in and check-out processes, to increase efficiency, and satisfaction.
- Maintained a positive attitude while working in a fast-paced environment.
- Utilized problem-solving skills to resolve conflict between guests and staff members.
- assisted managers with administrative tasks, team coordination, and additional responsibilities to support department efficiency
- provided guidance and support to team members, addressing inquires and ensuring smooth workflow
- trained new team members and incoming managers, facilitating onboarding and knowledge transfer
Server
Fogo de Châo
04.2022 - 11.2022
- Accommodating to the requests of guests to provide an excellent dining experience
- Communicating with team members and managers throughout shift to provide a smooth operation
- Mediating an enjoyable dining experience while also frequently managing the weight of 15+ pounds on tray throughout shift
- Assisted in training new servers.
- Maintained deep knowledge of menu items, wine pairings, and service etiquette to enhance guest experience
Host
Fogo de Châo
07.2021 - 08.2022
- Accommodating to the requests of guests to provide an excellent dining experience
- Communicating with team members and managers throughout shift to provide a smooth operation
- Guiding guests to their tables and communicating with servers of each of their personal needs
- Training 10+ newcoming members on restaurant policies, procedures and responsibilities
- Assisted other departments when needed such as bussing tables or delivering food orders.
Tutor
Kumon Math and Reading Learning Center
04.2019 - 08.2019
- Introducing different learning concepts to young children
- Communicating with parents and other team members to determine the progress of each child’s learning
- Created engaging learning materials and exercises to facilitate understanding and retention.
- Helped students develop critical thinking skills by engaging them in interactive dialogue about challenging concepts.
- Offered support and strategies for students with learning disabilities to achieve academic success.
Education
Bachelors - Psychology
Temple University
Philadelphia, PA05-2025
Bachelors -
Central HIgh School
Philadelphia, PA06.2021
Skills
- Office Word
- Excel
- POS System
- Apple OS
- Social Media
- CPR Certified
- Customer service
- Conflict resolution
- Team collaboration
- Training and development
- Effective communication
- Guest satisfaction focus
- Communication skills
- Training and onboarding
Timeline
Guest Relations Expert
Ritz-Carlton
01.2023 - Current
Guest Experience Expert
Ritz-Carlton
01.2023 - Current
Server
Fogo de Châo
04.2022 - 11.2022
Host
Fogo de Châo
07.2021 - 08.2022
Tutor
Kumon Math and Reading Learning Center
04.2019 - 08.2019
Bachelors - Psychology
Temple University
Bachelors -
Central HIgh School
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