Shelly Hayes
Panama City
Summary
Hospitality professional with a proven track record in customer service and effective multitasking at Robson Resort Community. Skilled in reservation management and guest complaint resolution, I foster loyalty through exceptional experiences. Adept at collaborating with teams, I bring strong technical writing abilities and a goal-oriented mindset to every project. Highly organized with excellent communication and interpersonal skills. By adding me to your team, you will receive dependability with a positive attitude. Thank you for your consideration.
Overview
36
36
years of professional experience
Work History
Hostess & Event Scheduler
Robson Resort Community
06.2018 - 07.2020
- Greeted and seated guests efficiently, ensuring a welcoming atmosphere in upscale retired 55+ community.
- Daily managed reservations systems to optimize guest flow and minimize wait times.
- Collaborated with servers and kitchen staff for seamless dining experiences.
- Developed rapport with repeat guests, fostering loyalty and encouraging return visits.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- 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.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
Front End Supervisor
Bed Bath & Beyond
02.2006 - 07.2014
- Inventory control and loss prevention proficient
- Supervised daily operations to ensure optimal customer service and store presentation.
- Trained and mentored staff on product knowledge and sales techniques.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Resolved customer inquiries and complaints promptly, fostering positive shopping experiences.
- Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
Courseware Developer
McDonnell Douglas
01.1985 - 06.1990
- Developed high-tech CBT (computer based training) software used by Navy students.
- Collaborated with cross-functional teams to define product requirements and design specifications.
- Interfaced with SME (subject matter experts) to gather requirements and translate them into technical writing specifications for implementation.
- Debugged all courseware before presenting to Navy
Education
High School Diploma -
Robert E. Lee
Tyler, TXSkills
- Customer service
- Effective multitasking
- Patience and empathy
- Phone etiquette
- High volume dining
- Reservation management
- Guest complaint resolution
- Inventory management
- Goal oriented
- Technical Writing
- Medical terminology proficient
- Work autonomously
Timeline
Hostess & Event Scheduler
Robson Resort Community
06.2018 - 07.2020
Front End Supervisor
Bed Bath & Beyond
02.2006 - 07.2014
Courseware Developer
McDonnell Douglas
01.1985 - 06.1990
High School Diploma -
Robert E. Lee