Samantha Olmos Sierra
Phoenix,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
9
9
years of professional experience
Work History
Room Service Operator
JW Marriott Camelback Inn
Scottsdale, AZ
07.2021 - 01.2022
- Handled over 65 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Developed, updated and organized PMS/ Micros databases to handle customer and data.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved customer inquiries and complaints quickly.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Effectively communicated with customers about account changes, new amenities products or services and potential new upgrades Packages.
- Recommended products to customers, thoroughly explaining details.
- Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for In Room Dining business.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Effective liaison between customers and internal departments.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
Server
Native Grill & Wings
Sierra Vista , AZ
03.2021 - 05.2022
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Collected orders and relayed them to bartenders quickly and accurately.
- Answered customers' questions, recommended items and recorded order information.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Moved and set up seating, prepared extra silverware and notified kitchen prior to arrival of large groups.
- Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests or dietary restrictions.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Supported needs of 25 plus- person wait staff who attended to specific needs of countless customers daily for restaurant with social relevancy and intentionality.
Server/ Hostess/ Bartender
Taco Giro
Sierra Vista, AZ
01.2019 - 03.2021
- Explained menu items and suggested appropriate options for food allergy concerns.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Increased sales significantly by upselling higher-end products to customers.
- Bussed and reset tables to keep dining room and work areas clean.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Checked guests' identification before serving alcoholic beverages.
- Kept track of event finances, initial deposits, due payments and final balances.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Checked over 21-60 daily IDs to verify ages and uphold Arizona liquor laws.
Server
Buffalo Wild Wings
Sierra Vista & Tucson , AZ
03.2018 - 04.2020
- Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests or dietary restrictions.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Checked identification for minimum age for sale of alcoholic beverages.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Bussed and reset tables to keep dining room and work areas clean.
- Increased sales significantly by upselling higher-end products to customers.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Supported needs of 25 plus and up- person wait staff who attended to specific needs of countless customers daily for restaurant with social relevancy and intentionality
Hostess
Senea Thai Bistro
Tucson, AZ
08.2020 - 12.2020
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- 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.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Managed event contracts, estimates, event profiles and post-event summaries.
- Governed dining area with natural leadership talents and organizational strategies focused on balancing guest and business needs.
- Collected information from arriving customers to seat groups or place them on waitlist.
- Documented reservations, alerted servers and managers of large groups and prepared seating.
- Collaborated with kitchen to inform customers of wait times and answer questions about food.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Used cash registers and credit card machines to cash out customers.
- Stayed in open communication with kitchen team to assess cooking times, avoid worker overload and minimize customer dissatisfaction.
- Monitored dining room and guest flow to maximize table usage and minimize wait times.
- Monitored dining room and guest flow to maximize table usage and minimize wait times by 22%
Hostess
Park Tavern
El Paso, TX
06.2019 - 10.2019
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
- Managed event contracts, estimates, event profiles and post-event summaries.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Governed dining area with natural leadership talents and organizational strategies focused on balancing guest and business needs.
- Collected information from arriving customers to seat groups or place them on waitlist.
- Documented reservations, alerted servers and managers of large groups and prepared seating.
- Collaborated with kitchen to inform customers of wait times and answer questions about food.
- Maintained highly loyal clientele by delivering unparalleled service at every stage of restaurant dining experience.
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
- Monitored dining room and guest flow to maximize table usage and minimize wait times by 22%
Server
Olive Garden Restaurant
Sierra Vista, AZ
05.2017 - 01.2019
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Increased sales significantly by upselling higher-end products to customers.
- Noted special patron requests and followed up with kitchen to confirm delivery.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Supervised restocking of salad bar and buffet for lunch and dinner service.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests or dietary restrictions.
- Asked customers for feedback, solved problems and filled drinks throughout meal.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Supported needs of [Number]- person wait staff who attended to specific needs of countless customers daily for [Type] restaurant with social relevancy and intentionality
Customer Service Agent
ACT Call Center
Douglas, AZ
01.2017 - 12.2017
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Facilitated communications through management of inbound and outbound customer calls.
- Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Education
GED -
Omega Home School
Tucson, AZ02.2015
Skills
- CRM Software
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Order and Refund Processing
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Understanding Customer Needs
- Multitasking and Prioritization
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Patient and Empathetic
Languages
Spanish
Full Professional
Timeline
Room Service Operator
JW Marriott Camelback Inn
07.2021 - 01.2022
Server
Native Grill & Wings
03.2021 - 05.2022
Hostess
Senea Thai Bistro
08.2020 - 12.2020
Hostess
Park Tavern
06.2019 - 10.2019
Server/ Hostess/ Bartender
Taco Giro
01.2019 - 03.2021
Server
Buffalo Wild Wings
03.2018 - 04.2020
Server
Olive Garden Restaurant
05.2017 - 01.2019
Customer Service Agent
ACT Call Center
01.2017 - 12.2017
GED -
Omega Home School
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