Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Sergio Higareda

Avondale,AZ

Summary

Seasoned Guest Service Leader skilled in hospitality management and customer service. Experience includes overseeing guest services operations, resolving guest issues, and training staff on best practices for exceptional guest satisfaction. Strengths include strong communication skills, problem-solving abilities, and leadership qualities. Previous work has led to improved efficiency in operations and heightened levels of guest satisfaction.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Guest Service Leader

Pilot Travel Centers
Phoenix, AZ
05.2024 - 07.2024
  • Provided exceptional customer service by anticipating guest needs and responding promptly to requests.
  • Performed daily opening and closing duties such as cleaning, organizing, restocking supplies.
  • Processed payments using cash registers, credit card terminals, and other point-of-sale equipment.
  • Responded quickly to emergency situations such as fires or medical emergencies within the store premises.
  • Trained new team members on customer service policies and procedures.
  • Ensured compliance with health and safety regulations at all times.
  • Resolved customer complaints in a timely manner while adhering to company policies.
  • Managed inventory levels by restocking shelves as needed.
  • Greeted guests and responded to inquiries with a friendly, knowledgeable attitude.
  • Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.

Restaurant Manager

Pilot Travel Centers/ Subway
Avondale, AZ
05.2022 - 04.2024
  • Ordered supplies from vendors as needed while staying within budget guidelines.
  • Performed regular maintenance checks on equipment to ensure proper functioning.
  • Established policies for cash handling procedures to maximize security measures.
  • Adhered to all health department regulations regarding food storage and preparation.
  • Provided exceptional customer service by anticipating guest needs before they arise.
  • Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
  • Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
  • Assisted with kitchen preparation during peak times as needed.
  • Supervised and trained staff in customer service, food handling, and safety protocols.
  • Monitored stock levels of ingredients to ensure timely delivery of fresh produce.
  • Managed accounts payable, accounts receivable and payroll.
  • Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
  • Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
  • Maintained safe working and guest environment to reduce risk of injury and accidents.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
  • Explained goals and expectations required of trainees.

Team Leader

Pilot Travel Centers
Rio Rico, AZ
03.2018 - 04.2022
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Assigned projects and distributed tasks to team members as per area of expertise.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
  • Kept work areas clean, neat and free of safety hazards to maximize efficiency.
  • Maintained daily inventory to facilitate successful material distribution.
  • Delegated daily tasks to team members to optimize group productivity.
  • Maintained positive working relationship with fellow staff and management.

Education

High School Diploma -

Gadsden High School
Anthony, NM
05-2004

Some College (No Degree) - Radiology Technology

New Mexico State University - Dona Ana Community College
Las Cruces, NM

Skills

  • Complaint Handling
  • Guest Relations
  • Strong leadership
  • Upselling strategies
  • Delegation and Supervision
  • Cash handling experience
  • Food Service Background
  • Staff Scheduling
  • Adaptable
  • Customer-Oriented

Languages

Spanish
Native/ Bilingual
English
Professional

Certification

  • Serv Safe Food Handler Certification

Timeline

Guest Service Leader

Pilot Travel Centers
05.2024 - 07.2024

Restaurant Manager

Pilot Travel Centers/ Subway
05.2022 - 04.2024

Team Leader

Pilot Travel Centers
03.2018 - 04.2022

High School Diploma -

Gadsden High School

Some College (No Degree) - Radiology Technology

New Mexico State University - Dona Ana Community College

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Sergio Higareda