Raven Montes
Charlotte,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
3
3
years of professional experience
Work History
Front Desk Associate
Hilton Garden Inn Hotel
Concord, NC
06.2022 - 01.2023
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Used internal software to process reservations, check-ins and check-outs.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Entered and updated sensitive customer information during check-ins and room changes.
- Stored guest valuables in safe and individual boxes for security.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered guest questions and referred to local points of interest.
- Kept accounts in balance and ran daily reports to verify totals.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Asked customers questions to meet special requests.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Maintained transaction security by verifying payment cards against identification.
- Maintained cleanliness and organization of front desk area.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Collected room deposits, fees and payments.
- 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.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
Food Service Team Member
Chic-Fil-A
Harrisburg, NC
10.2021 - 06.2022
- Received orders from customers and input into order management system.
- Sanitized tables, high chairs and drink fountain areas after customer use and periodically throughout day.
- Prepared food orders to support waitstaff and other team members.
- Distributed food during busy peak periods to drive customer satisfaction.
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Greeted customers at counter to fulfill requests and answer questions.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Learned other teammates' work tasks to train as backup.
- Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.
- Observed customer purchases in line and differentiated between standard portions.
Food Service Handler
Lowe's Foods
Harrisburg, NC
01.2021 - 10.2021
- Greeted customers at counter to fulfill requests and answer questions.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Sanitized dining ware and kitchen equipment according to health code standards.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Prevented food spoilage by monitoring dates, rotating stock and following proper storage procedures.
- Learned other teammates' work tasks to train as backup.
- Promoted new or high-value food items by creating attractive displays in cases and other customer-facing areas.
- Compiled recipe ingredients and prepared for cooks by washing, cutting or measuring food items.
- Plated hot meals and salads in aesthetically pleasing arrangements.
- Prepared recipe ingredients by washing, peeling, cutting and measuring.
- Created appealing food arrangements for party trays and specialized orders.
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
- Scanned shelves and product cases for expired stock and discarded outdated or spoiled items.
Cashier
Lowe's Foods
Harrisburg, NC
01.2021 - 10.2021
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Collected and authorized payments of guests.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Reviewed weekly sales ads and monitored price changes.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Worked closely with shift manager to solve problems and handle customer concerns.
Education
High School Diploma -
Hickory Ridge High School
Harrisburg, NC06.2021
Skills
- Discipline Programs
- Experiential Learning
- Positive Reinforcement Methods
- Social Perceptiveness
- Food Portioning and Packaging
- Temperature Monitoring
- Customer Needs Assessments
- Suggestive Selling
- Critical Thinking
- Active Listening
- Conflict Negotiation
- Cash Register Systems
- Reading Comprehension
- Guest Relations
- POS Transactions
- Accurate Cash Handling
- Corrective Actions
- Customer Engagement
- Billing and Payment Processing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
When we can begin to take our failures nonseriously, it means we are ceasing to be afraid of them. It is of immense importance to learn to laugh at ourselves.
Katherine Mansfield
Timeline
Front Desk Associate
Hilton Garden Inn Hotel
06.2022 - 01.2023
Food Service Team Member
Chic-Fil-A
10.2021 - 06.2022
Food Service Handler
Lowe's Foods
01.2021 - 10.2021
Cashier
Lowe's Foods
01.2021 - 10.2021
High School Diploma -
Hickory Ridge High School
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