RACHEL NORDSTROM
Parker,CO
Summary
Seasoned Hospitality professional competent in keeping guest needs balanced with business targets. Highly organized in handling administrative functions, leading teams and coordinating facility services. Smooth and efficient multitasker and planner. Driven Room Reservations Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Motivational Training Specialist excited to develop successful training plans that meet dynamic company and employee needs. Accustomed to collaborating with managers to hone in on unique requirements. Prepared to bring diversity, motivation and teamwork abilities developed over a three-year career to a growth-oriented role.
Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with a charismatic style and insightful approach.
Pursuing new professional opportunities with room for advancement.
Caring and competent Childcare Provider experienced in keeping kids safe while nurturing development with age-appropriate activities. Strong verbal and written communication skills, organized nature and proactive approach to solving problems and managing conflict. Dedicated to promoting emotional, physical and intellectual advancement in early childhood. Adept at instilling discipline, focus and social skills. Offering 12 years of experience in childcare field.
Overview
1
1
Certification
13
13
years of post-secondary education
10
10
years of professional experience
Work History
Room Reservations Department Trainer and Lead Agent
The Broadmoor Hotel
Colorado Springs, CO
11.2018 - 03.2020
- Trained all incoming room reservation employees, international and national.
- Upheld Forbes and AAA and Broadmoor training standards.
- Monitored and graded all employee calls monthly.
- Continued to update and refresh training techniques and materials.
- Used multiple training techniques to best suit each employee.
- Organized multitasker working with multiple properties.
- Worked with the Executive Office and my Director on other assignments.
- Organized two successful separate events for The Broadmoor Wilderness properties two years in a row.
- Created detailed emails for guests inquiring about their stay and gave tailored recommendations.
- Worked with the Broadmoor Training department to continue to advance the training program.
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Maintained transaction security by verifying payment cards against identification.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Room Reservations Agent
The Broadmoor Hotel
Colorado Springs, CO
08.2017 - 03.2020
- Assisted/informed guests of the Hotel property and the surrounding city.
- Upheld Forbes and AAA standards.
- Fast learner and strong team member.
- Worked front of house and back of house with guests.
- Used anticipatory services to provide the best experience for guests.
- Worked closely with other departments.
- Built rapport with repeat guests and other employees.
- Trustworthy and strong business negotiation.
- Strong sale techniques.
- Answered all calls and emails in a timely and professional manner.
- Assisted with gift cards and worked with other departments to better assist the guest.
- Maintained transaction security by verifying payment cards against identification.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Planned coverage needs and organized services to support incoming special events.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exceeded goals through effective task prioritization and great work ethic.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Immediately contacted housekeeping staff and maintenance department regarding guest room issues.
Nanny
Care.com
Colorado Springs, CO
05.2017 - 08.2017
- In-Home Nanny – Colorado Springs Promoted language development skills through reading and storytelling.
- Safely transported children to and from school, medical appointments and extra-curricular activities.
- Worked with parents to develop and implement discipline programs to promote positive behavior.
- Helped develop the family's schedule to maintain household order.
- Engaged in after-school activities including sport practice and homework.
- Managed household staff while parents were away.
- Organized extracurricular schedules for sports and classes and provided safe transportation to different events.
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
- Assisted with light housekeeping duties as well as running errands.
- Assisted children in dressing appropriately for day's activities.
- Promoted language development skills through reading and storytelling.
- Taught children everyday skills, including tying shoes, dressing, potty training, basic math and language.
- Assisted children with homework assignments and special projects across different subjects.
- Monitored schedules to maintain sleeping, eating and school schedules for children.
- Balanced playtime and limited screen time to optimize types of stimulation and support development of fine motor, gross motor and cognitive skills.
- Built positive and nurturing environments to support child social and emotional growth.
- Identified warning signs of emotional and developmental problems in children.
- Supported children in daily activities, including playing, meals and snacks, hygiene and socialization.
Delivery Driver & In
Hungry Howie's Pizza
Aurora, CO
06.2015 - 11.2016
- As a delivery driver I handled money and gave accurate change, multitasking at a fast pace environment, delivered orders in a quick and timely manner, double checking orders to make sure they're correct and giving the best possible customer service.
- Answered phones to take orders and answer questions
- Handled money from customers efficiently
- Prepared and kneaded dough
- Cleaned dishes, mopped floors, and counted inventory
- Ensured freshness of food and ingredients by checking for quality, keeping track of old and new items, and rotating stock
- Inspected and cleaned food preparation areas to ensure safe and sanitary food-handling practices
- Monitored food preparation and serving techniques to ensure that proper procedures were followed
- Prepared food items as a line cook
- Took food orders and relayed orders to kitchens or serving counters
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.
- Communicated with other kitchen team members to ensure food was prepared on time and correctly
- Stored food in designated containers and storage areas to prevent spoilage.
- Completed on-time deliveries by choosing best and most efficient routes.
- Maintained accurate financial records by collecting and documenting timely and past-due customer payments.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Accurately recorded delivery, payment and route information using handheld devices.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
Kids Club Associate
Pinery Country Club
Parker, CO
10.2011 - 06.2015
- I worked with large groups of children doing crafts, or playing outside games.
- I was responsible for meal preparation and clean up, taking orders and remembering allergies, working with parents, and working fast pace.
- After working as a Kids Club Employee for four years I was able to train the new employees, make daily/evening schedules for activities, and made some great bonds with the families.
- Established a safe play environment for the children.
- Instructed children on proper health and personal habits.
- Communicated openly with children's parents about daily activities and behaviors.
- Engaged with children on an individual basis in a pleasant manner.
- Made nutritious breakfasts, lunches, dinners and snacks for the children.
- Communicated with children in developmentally appropriate way.
- Maintained a child-friendly environment with access to outdoor activities.
- Encouraged curiosity, exploration and problem-solving appropriate to children's development levels.
- Identified signs of potential emotional or developmental concerns in children and brought them to parents' or guardians' attention.
- Developed age-appropriate activities and programs for children 2 to 11 years old.
- Encouraged children to be understanding of and patient with others.
- Organized and stored toys and art materials to restore order in activity areas.
- Completed daily cleaning checklists by sanitizing toys, sweeping and mopping floors and washing down surfaces.
- Enforced rules and managed behavior through developmentally appropriate discipline.
Hostess & Busser
Pinery Country Club
Parker, CO
09.2012 - 02.2013
- I worked as a team member with the servers and upper management to create a successful and enjoyable environment for members and their families.
- Set dining tables according to type of event and service standards.
- Routinely cleaned work areas, glassware and silverware throughout each shift.
- Developed and maintained positive working relationships with others to reach business goals.
- Demonstrated genuine hospitality while greeting and establishing rapport with guests.
- Assisted with the BBQ station, banquet setup and service, patio area service, dishwashing and packaging food for take-out.
- Assisted co-workers whenever possible.
- Continually monitored dining rooms for seating availability, service, safety and well-being of guests.
- Maintained complete knowledge of restaurant menu, including daily specials.
- Washed and disinfected kitchen area, floors, tables, tools, knives and equipment.
- Maintained clean and presentable tables with tableware, spotless glassware, silverware and linens.
- Bussed, cleared, cleaned and set tables in a quiet and efficient manner.
- Moved and arranged tables, chairs and place settings and organized seating for groups with special needs.
- Folded napkins throughout the day to maintain an adequate supply.
- Delivered quality service by providing a warm and welcoming environment.
- Bussed and reset tables and kept dining room and work areas clean.
- Consistently provided professional, friendly and engaging service.
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
- Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff.
- Inventoried and restocked items throughout day.
- Proactively prepared for large parties and reservations, anticipating planning and staffing needs.
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Documented reservations, alerted servers and managers of large groups and prepared seating.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Routinely supported other areas of restaurant as requested, including answering telephones and completing financial transactions for other staff members.
- Checked and restocked server areas and organized and got change for front counter.
Education
Diploma -
Ponderosa High School
Parker, CO 08.2010 - 05.2014
Associate of Arts - Psychology
Pikes Peak Community College
Colorado Springs, CO 08.2016 - 05.2018
Bachelor of Arts - Psychology
University of Colorado At Colorado Springs
Colorado Springs, CO 08.2014 - 12.2021
Skills
Cash Handling
undefinedCertification
CPR, AED, and First Aid certified for adults, children, and infants
Timeline
Room Reservations Department Trainer and Lead Agent
The Broadmoor Hotel
11.2018 - 03.2020
Room Reservations Agent
The Broadmoor Hotel
08.2017 - 03.2020
Nanny
Care.com
05.2017 - 08.2017
Associate of Arts - Psychology
Pikes Peak Community College
08.2016 - 05.2018
Delivery Driver & In
Hungry Howie's Pizza
06.2015 - 11.2016
Bachelor of Arts - Psychology
University of Colorado At Colorado Springs
08.2014 - 12.2021
Hostess & Busser
Pinery Country Club
09.2012 - 02.2013
Kids Club Associate
Pinery Country Club
10.2011 - 06.2015
Diploma -
Ponderosa High School
08.2010 - 05.2014
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