Samuel J. Lee
Guest Relations /Retail Manager
Washington,USA
Summary
Dynamic and compassionate Guest Relations professional with over 15 years of experience in customer service, team leadership, and retail operations. Adept at creating memorable guest experiences, resolving conflicts with grace, and cultivating brand loyalty in fast-paced, high-volume environments. Seeking to bring my passion for hospitality, problem-solving, and people to the International Spy Museum’s world-class Guest Services team. I thrive in environments that are inclusive, mission-driven, and full of opportunity for growth and creativity.
Overview
21
21
years of professional experience
Work History
Caregiver
Self-employeed
12.2019 - Current
- Provided full-time caregiving for immediate family, demonstrating patience, resilience, and the ability to prioritize others’ needs with compassion and attentiveness.
- Managed complex schedules, transportation, medical appointments, wound care, and medication for both mother (until her passing in 2020) and older brother (ongoing).
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
Crew Member
AMC Theatres
04.2023 - 12.2023
- Delivered VIP-level service to hundreds of guests daily in a high-traffic entertainment environment.
- Handled POS transactions with speed and accuracy, promoted food and beverage offerings, and ensured each guest received a personalized, welcoming experience.
- Maintained cleanliness, safety, and theater standards with a proactive and team-first approach.
- Took orders, prepared meals, and collected payments.
Customer Service Rep / Barista
L.A. Burdick Chocolates
02.2020 - 02.2022
- Greeted and educated guests on artisanal products while crafting premium beverages with care and flair.
- Supported seamless guest experiences through product knowledge, fast service, and maintaining a beautiful, hygienic environment.
- Recognized for consistent upselling, customer retention, and quality-focused service.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Guest Service Agent / Style Advisor
Target
10.2017 - 11.2019
- Engaged every guest with warmth, attentiveness, and personalized recommendations, turning everyday shopping into a five-star experience.
- Resolved service issues swiftly and empathetically, turning potential complaints into praise.
- Supported digital and in-store fulfillment (Drive Up, Order Pickup, Registry) with efficiency and style.
- Elevated Men’s Apparel visual merchandising, driving department profitability through branding strategy and customer connection.
Department Manager
H&M
12.2004 - 12.2016
- Led a high-performing team in a fast-paced fashion retail setting, consistently exceeding sales, customer service, and merchandising goals.
- Conducted hiring, onboarding, and ongoing development for team members while managing payroll, scheduling, and performance evaluations.
- Created engaging store displays and executed floor sets with attention to branding and seasonal trends.
- Acted as Store Manager in their absence, overseeing operations, guest experience, and team coordination.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
Education
Some College Coursework - Business Management
University of Maryland
College Park, MDHigh School Diploma -
Laurel/Atholton High Schools
Columbia, MDSkills
- Guest Experience Excellence
- Conflict De-escalation & Resolution
- Team Leadership & Training
- POS & Cash Management
- Public Speaking & Engagement
- Retail & Visual Merchandising
- Scheduling & Payroll
- Multitasking in Fast-Paced Settings
- Hospitality & VIP Services
- Emotional Intelligence & Discretion
- Time management
- Respectful and compassionate
Languages
English - Native/Fluent
Spanish - Beginner/Conversational
Additional Information
- References available upon request
- Willing to relocate
- Authorized to work in the U.S. for any employer
Timeline
Crew Member
AMC Theatres
04.2023 - 12.2023
Customer Service Rep / Barista
L.A. Burdick Chocolates
02.2020 - 02.2022
Caregiver
Self-employeed
12.2019 - Current
Guest Service Agent / Style Advisor
Target
10.2017 - 11.2019
Department Manager
H&M
12.2004 - 12.2016
Some College Coursework - Business Management
University of Maryland
High School Diploma -
Laurel/Atholton High Schools
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