Sandra Cloud
Suitland,MD
Summary
Personable, observant and creative. Committed and hardworking with many years of management experience in the Hospitality and Customer Service industry. I am dedicated to managing and developing people. I also share a Security background. I am a Professional seeking a position to build upon background while further developing my Customer Service and Managerial Skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Hospitality Assistant With Psychiatric Patients
Medstar Washington Hospital Center
DC
08.2024 - Current
- Maintained exacting standards of quality and performance.
- Identified and resolved customer complaints concerning food or lodging.
- Trained team members to be accountable and motivated through hands-on training.
- Utilized strong communication skills to effectively resolve guest issues while maintaining professionalism.
- Ensured compliance with safety regulations by regularly inspecting facilities for potential hazards or violations.
- Developed and implemented updates to menus and policies in line with changing preferences and goals.
- Reviewed diet plans with patients, went over meal ordering.
- Trained new team members on company policies, procedures, and best practices to maintain consistency in service delivery for all patients .
- Cross- trained employees in areas to meet customers' needs and expectations
Assistant General Manager
Chick-Fil-A
Capitol Heights, MD
03.2021 - Current
- Ensures execution of Systems, Processes and people development to meet on-going business objectives & strategies
- Partners with General Manager to control business priorities to deliver expected results
- Develops and executes plans to improve Profit, CEM, Sales, and safety
- Assesses the “fitness” of the team to meet our mission and objectives and recommends or takes actions to correct or improve areas at risk
- Ensures needed staffing development is occurring to improve and sustain business results and culture
- Ensures overall cleaning and equipment maintenance to Chick- Fil-A standards
- Ensures readiness for state, local, and Chick-Fil-A inspections (Deloitte, EcoSure)
- Personally develops shift supervisors to be effective in their role, evaluating their performance every 4-6 weeks.
- Support Senior Leadership on tough issues concerning changes and uses “How we work together principles”
- Complete & Assign knowledge modules in Chick-Fil-A PATHWAY training system
- Demonstrate required Skills for each station & task
- Recognize and reward performance
Shift Manager
Chick-Fil-A
Capitol Heights, MD
03.2019 - 03.2021
- Ensures Shift performance meets business objectives & strategy
- Complies with hospitality and appearance standards
- Creates and maintains a retention culture through coaching and performance management
- Ensures team meets Food Taste & Temp. standards
- Meets monthly productivity targets
- Meets food cost through waste control & improving order accuracy
- Ensure work permit, food safety, & OSHA requirements are met.
- Promotes “1 Team” for (FOH/BOH) & high overall morale
- Increase CEM scores through daily executional excellence
Guest Experience Supervisor
Dave and Buster's
Capitol Heights, MD
11.2017 - 03.2019
- Develop and implement customer service policies and procedures
- Define and communicate customer service standards
- Review and assess customer service contracts
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Direct the daily operations of the customer service team
- Plan, prioritize, and delegate work tasks to ensure proper functioning of the department
- Ensure the necessary resources and tools are available for quality customer service delivery
- Review customer complaints
- Assisted upper management in daily operations of the store
- Confirmed that the revenue from front-end cashier drawers matched the sales system for the assigned register and signed off on cash receipts for Dunbar collection.
- Supervised and trained employees.
Loss Prevention Officer
Burlington Coat Factory
Falls Church, VA
03.2017 - 10.2017
- Detected and deterred individuals involved in dishonest or illicit activities in the store.
- Investigated and resolved internal theft cases under the direction of Loss Prevention Management.
- Conducted routine inspections of the facility to maintain physical security and protection of assets.
- Monitored closed circuit television systems.
- Completed required audits and inspections and provided accurate documentation of results.
- Represented Burlington Coat Factory in court proceedings associated with Loss Prevention apprehension and investigations.
- Participated in the training of new hire associates in matters of Loss Prevention and Safety Procedures.
- Ensured physical Security by controlling access of associates and visitors.
Education
Associate's Degree - Physical Security
Northern Virginia Community College
Alexandria, VA07.2014
High School Diploma - undefined
TC Williams High School
Alexandria, VA06.2012
Skills
- Communication Skill
- Time management
- Problem-solving skills
- Interpersonal skills
- Leadership
- Managerial
- Food service management
- Guest relations
- Teamwork and collaboration
- Customer satisfaction
- Organizational skills
- Effective communication
- Adaptability and flexibility
Certification
- Security Guard (DJCS)
- Class D Security License
Timeline
Hospitality Assistant With Psychiatric Patients
Medstar Washington Hospital Center
08.2024 - Current
Assistant General Manager
Chick-Fil-A
03.2021 - Current
Shift Manager
Chick-Fil-A
03.2019 - 03.2021
Guest Experience Supervisor
Dave and Buster's
11.2017 - 03.2019
Loss Prevention Officer
Burlington Coat Factory
03.2017 - 10.2017
Associate's Degree - Physical Security
Northern Virginia Community College
High School Diploma - undefined
TC Williams High School