Shanna Franklin
Lake Charles,LA
Summary
Dynamic and results-oriented professional with extensive experience at Penn National Gaming, excelling in customer service and team collaboration. Demonstrated expertise in enhancing guest satisfaction and streamlining front-of-house operations. Skilled in multitasking and effective communication, significantly contributing to a positive dining atmosphere and operational efficiency. Proven track record in fostering guest relations and supporting team success.
Driven Desired Position with solid background in hospitality, adept at delivering exceptional guest experiences and maintaining welcoming environment. Successfully managed high-volume guest interactions, ensuring smooth operations and guest satisfaction. Demonstrated strong interpersonal skills and effective problem-solving abilities.
Hospitality professional skilled in creating memorable guest experiences and maintaining high standard of service. Proven ability to manage guest interactions efficiently, ensuring seamless experience. Committed to team collaboration and adapting to dynamic environments, with focus on communication and problem-solving.
Experienced with guest relations, ensuring warm and welcoming atmosphere. Utilizes effective communication skills to manage guest inquiries and resolve issues promptly. Track record of maintaining high standard of service and fostering positive guest experiences.
Professional hospitality specialist prepared for this role with strong focus on delivering exceptional guest experiences. Proven ability to collaborate effectively with team members and adapt to changing environments. Skilled in communication, problem-solving, and maintaining welcoming atmosphere. Reliable and results-driven, ensuring smooth operations and high customer satisfaction.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Host
Penn National Gaming
01.2023 - Current
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Increased restaurant efficiency by maintaining an organized host stand, including menus, reservation logs, and seating charts.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Assisted customers with delivering orders, carrying additional trays and helping dish out items.
- Delivered pick-up and curbside orders to guests.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Assisted servers with food delivery during peak hours to ensure timely service for all guests.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Answered customer questions about hours, seating, and menu information.
- Ensured smooth operations during shift changes by communicating relevant information between incoming and outgoing staff members.
- Collaborated with kitchen staff to communicate dietary restrictions or special requests from customers, ensuring accurate meal preparation.
- Maintained up-to-date knowledge of menu offerings and daily specials to accurately inform guests about their options.
- Facilitated positive first impressions for guests through friendly greetings, professional attire, and genuine enthusiasm for their visit.
- Consistently upheld company standards and policies, contributing to a positive reputation for the establishment among guests and peers.
- Developed rapport with regular patrons to foster sense of community within establishment.
- Contributed to team success through effective communication and cooperation with coworkers and management.
- Monitored dining area capacity to prevent overcrowding while maximizing available seating during peak hours.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Input orders accurately into POS terminal, split bills and accepted payments.
- Completed daily side work and opening and closing duties without fail.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
- Promoted business loyalty by fostering positive customer relationships.
- Advised customers about special offerings and menu items to help drive sales.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Took initial drink orders and relayed information to wait or bar staff.
- Backed up servers by checking on tables and retrieving items for guests.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Maintained balanced cash drawer with correct money values and accurate documentation.
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
- Answered phone calls to take orders, give information and document reservations.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Assisted in training new host staff, sharing best practices for maintaining a professional demeanor and efficient work habits.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
Associates - Medical Billing And Coding
Unitech Training Academy
Lake Charles, LASkills
- Customer Service
- Team Collaboration
- Multitasking proficiency
- Effective Time Management
- Team player mentality
- Exceptional communication
- Adaptable to change
- Detail Oriented
- Professional Appearance
- Server Support
- Telephone reception
- Guest Relations
- Promotional knowledge
- Impression management
- Menu management
- Hospitality and accommodation
- Front of House Organization
- Strong interpersonal skills
- Takeout order processing
- Menu knowledge
- Effective Multitasking
- Greeting guests
- Customer service expertise
- Interactive communication skills
- Phone Etiquette
- Food safety understanding
- Food Running
- Guest complaint resolution
- Guest Engagement
- Hospitality service expertise
- Safe Food Handling
- Complaint Handling
- Payment Processing
- Menu Memorization
- Restaurant Operations
- Service prioritization
- Performance Improvement
- High-volume dining
- Ordering Procedures
- Upselling
- Beverage Preparation
- Front-of-house display creation
- Menu presentation
- Food station setup
- Bill computation
- Item promotion
- Kitchen staff coordination
- Positive and professional
- Promotional awareness
- Price memorization
- Calm Demeanor
- Check payment processing
- Dining customer service
- Effective customer upselling
- Point of sale systems
- Flexible and Adaptable
- Warm and Friendly
- Reliable and Trustworthy
- Team Player
- Attention to Detail
- Active Listening and Communication
- Customer-Oriented
- Guest Greeting and Seating
- Staff Training
- Conflict and Complaint Resolution
- Workflow Coordination
Certification
- Food Handler Certification (FHC) - State Health Departments.
- TIPS (Training for Intervention ProcedureS) Certification - Health Communications, Inc.
- First Aid Certification - American Red Cross.
- Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute.
- For the occupation of Hosts and Hostesses, Restaurant, Lounge, and Coffee Shop, there are not as many formal professional credentials required or specifically sought after by employers when compared to more specialized professions. However, certain certifications can be beneficial for those looking to stand out in the hospitality industry. Below is a list of relevant certifications, .
- ServSafe Food Handler Certification - National Restaurant Association.
- ServSafe Alcohol Certification - National Restaurant Association.
- Home Health Aide (HHA) Certification
Timeline
Host
Penn National Gaming
01.2023 - Current
Associates - Medical Billing And Coding
Unitech Training Academy
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