Rob Dorsey
Lansdowne,MD
Summary
Professional with an extensive background in Food & Beverage, Hospitality, and Customer Service. Enjoys working well with any team of staff in fast-paced environments in order to provide clients and customers with friendly, top-knotch, and professional service. Usually a fast paced learner, who enjoys continuously learning.
Overview
21
21
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
05.2025 - 08.2025
- Problem solved many flight issue by working with Pilots, Inflight Staff, Customer Service Agents,Ops agents, and Ramp crew to ensure safe ontime departures.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Fast-paced learner of companies customer service databases & resources.
Customer Service Representative
Southwest Airlines
05.2023 - 08.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Lead Server, Floor Supervisor, Events Specialist
L'Hirondelle Country Club
02.2011 - 11.2022
Lead Server & Events Specialist at one of Baltimore’s elite Country Clubs
- Responsible for interviewing and training new staff members
- Connecting piece between management & office staff, front of the house service staff, back of the house staff, and clubs membership
- Took necessary steps to ensure a satisfactory customer experience
- Handled payment as prescribed by standard operating procedures using POS system
- Handled Setup and breakdown of multiple events including; Weddings, Bar/Bat Mitzvah, Funerals, Holiday Brunches & Buffets, Funerals, etc for anywhere from 100-400 people.
- Maintained a clean, safe, and welcoming environment through regular monitoring of dining areas and server stations.
- Increased restaurant revenue by upselling menu items and promoting daily specials.
- Trained staff members on use of POS system.
Farm Supervisor
Roger’s Farm
09.2009 - 11.2019
- Managed field trips for various schools during the fall season
- Farm supervisor for the Roger’s family
- Coordinated hayrides and activities for large groups during the fall season
Snack Bar Associate, Snack Bar Manager, Private Events Server
Green Spring Valley Hunt Club
02.2005 - 09.2010
- Snack Bar Associate
- Snack Bar Manager
- Private Events Server
Education
High School Diploma -
Owings Mills High School
Baltimore, MDSkills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Staff training
- Guest relations
- Service quality
- Hospitality
- Staff supervision
- Team management
- Task delegation
- Restaurant policies and procedures
- Staff scheduling
- Menu development
- Employee motivation
- Microsoft Excel
- Recruitment
- Supply ordering
- Inventory control
Languages
English
Southwest Champion Award January 2025
Southwest Airlines Management and Leaders at BWI vote every month for a staff member in each department who they feel go above and beyond and who brings good supportive leadership to their peers.
Timeline
Customer Service Supervisor
Southwest Airlines
05.2025 - 08.2025
Customer Service Representative
Southwest Airlines
05.2023 - 08.2025
Lead Server, Floor Supervisor, Events Specialist
L'Hirondelle Country Club
02.2011 - 11.2022
Farm Supervisor
Roger’s Farm
09.2009 - 11.2019
Snack Bar Associate, Snack Bar Manager, Private Events Server
Green Spring Valley Hunt Club
02.2005 - 09.2010
High School Diploma -
Owings Mills High School