Shaunte Porter
St. Petersburg,FL
Summary
Dynamic Guest Experience Manager with a proven track record over my ten years in the hospitality field, very proficient skills in upselling and customer engagement. Adept at resolving complaints and enhancing guest satisfaction through effective communication and team collaboration. Committed to continuous improvement, leveraging bilingual abilities to connect with diverse clientele and elevate service standards.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Guest Experience Manager
CAVA Mezze Grill
12.2023 - Current
- Greeted guests upon arrival and offered assistance by resolving guest complaints promptly, demonstrating exceptional problem solving skills and commitment to customer satisfaction, and using quick response and dynamic service skills to build relationships and improve customer rates.
- Introduced innovative upselling techniques that resulted in increased revenue from add on services and amenities, and kept accounts in balance, including running daily reports to verify totals.
- Trained and mentored new team members, including junior team members, on company policies and procedures, demonstrating the best practices for delivering outstanding service experiences to guests from diverse backgrounds, while maintaining guest experience standards, and implementing a feedback system, leading to continuous improvement of guest services based on client input.
Overnight Team Lead
Wawa
11.2022 - 12.2023
- Collaborated with daytime managers to ensure seamless transitions between shifts, promoting consistent store operations.
- Fostered a positive work atmosphere, motivating team members to achieve their highest potential performance levels.
- Developed effective improvement plans in alignment with goals and specifications.
Prep Cook
Texas Roadhouse Restaurant
05.2022 - 11.2022
- Demonstrated strong multitasking abilities, including washing, peeling, and cutting various fruits and vegetables in advance to save time while preserving its freshness by storing the food in designated containers and storage areas within freezer or refrigerator without compromising quality and speed.
- Maintained a clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash, as well as stocking inventory efficiently, enabling a seamless transition between meal services.
Line Cook
Carrabba's Restaurant
11.2019 - 01.2022
- Prepared multiple orders including identical dishes simultaneously with consistent care, attention to detail and quality during peak periods with high accuracy rates while maximizing customer satisfaction such as by adapting quick new recipes and techniques to adjust to specific client requests, all while upholding strict sanitation standards throughout meal preparation by maintaining a clean workspace free of cross contamination.
- Strengthened team communication and cohesion through active listening, constructive feedback, one on one meetings, and collaboration to maintain and ensure a clean and safe work environment that adheres to health and safety guidelines, as well as boosting employee morale through positive attitude and willingness to assist others when needed, while maintaining an eagerness to learn from colleagues and peers.
- Operated and managed varied kitchen equipment and maintenance including setting up and preparing cooking supplies during opening and closing, preventing unexpected downtime, preserving workflow, and ensuring operation guidelines are met to avoid accidents and prevent malfunctions.
Manager
Burger King
08.2015 - 11.2019
- Trained and mentored employees, including junior employees, in job related and career and life development areas, such as differing guidance in goal setting, skill building, and performance improvement strategies.
- Opened and closed location and monitored shift changes, while ensuring compliance with company policies, industry regulations, and safety standards by conducting regular audits to minimize waste or storages and maximize business success.
- Maintained professional demeanor by remaining calm and professional when addressing costumer concerns, while simultaneously providing friendly and knowledgeable support, as well as initiating plans to improve costumer relations quality standards, and service efficiency.
Costumer Service Representative
Credit Services
09.2015 - 10.2017
- Assessed customer account information to determine if credit limits should be increased to support orders from credit reviews, as well as monitoring and updating customer account and/or collection activity in the service ticket system.
- Communicated with various departments including Sales, Returns, and IT to resolve issues or conduct research n a high call volume center to assist costumers with credit issues.
- Handled credit card data, updated systems with card information and initiated manual credit card changes, and evaluated costumer records and recommended payment plans based on sales compensation, payment history, length of relationships, and reason for arrears.
Emergency Dispatch/Communications Operator
City of Clearwater
05.2011 - 09.2015
- Responded to 9-1-1 emergency calls for service, and crime telephones lines and calls from the public for criminal matters, both emergency and non-emergency, determined the nature of emergency, and dispatched appropriate personnel, assisting callers to Departmental polices and procedures by determining priorities and accurately reporting information.
- Trained to maintain composure in stressful situations to be able to remain calm to get accurate information needed to respond to the calls, as well as trained to operate TDD/TTY for hearing/speech-impaired callers.
Education
Associate of Arts -
Miami Dade College
Miami, FL08-1987
High School Diploma -
Miami Jackson Sr. High
Miami, Fl.07-1987
Skills
- Strong Verbal Communication
- Bilingual Communication Ability
- Guest services
- Upselling Expertise
- Customer Engagement
- Hospitality Industry Experience
- Customer Complaint Resolution
- Efficient Data Management
- Hospitality Coordination Skills
- Effective Guest Mediation
- Collaborative Team Player
- Time Management Expertise
Certification
Serv Safe Certiied until 2028
State Food Safety Food Manager Certification
10/20/24 issued.
Languages
Spanish
Limited Working
Timeline
Guest Experience Manager
CAVA Mezze Grill
12.2023 - Current
Overnight Team Lead
Wawa
11.2022 - 12.2023
Prep Cook
Texas Roadhouse Restaurant
05.2022 - 11.2022
Line Cook
Carrabba's Restaurant
11.2019 - 01.2022
Costumer Service Representative
Credit Services
09.2015 - 10.2017
Manager
Burger King
08.2015 - 11.2019
Emergency Dispatch/Communications Operator
City of Clearwater
05.2011 - 09.2015
Associate of Arts -
Miami Dade College
High School Diploma -
Miami Jackson Sr. High
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