Stacy Martin
Mauston,WI
Summary
Dynamic customer service professional with extensive experience at Great Wolf Lodge, excelling in conflict resolution and enhancing guest satisfaction. Proven track record in supervising front desk operations and generating accurate financial reports. Recognized for fostering teamwork and implementing effective training programs, driving operational excellence in high-pressure environments.
Overview
28
28
years of professional experience
Work History
Guest Services Supervisor/Night Auditor
Great Wolf Lodge
07.2022 - Current
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
- Provided comprehensive training to new hires on company policies, procedures, and customer service expectations.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Conducted regular team meetings to discuss guest feedback, identify areas for improvement, and implement corrective actions.
- Processed guest payments and provided accurate change.
- Helped to create training manuals and Sop's.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
- Conducted nightly audits to ensure financial accuracy, promoting transparency and trust.
- Handled emergency situations calmly and effectively, ensuring guest safety and minimizing disruptions.
Closing Manager
Taco Bell
08.2019 - 08.2020
- Prepared registers for closing shift and assigned team member positions while maintaining high level of guest service.
- Oversaw daily cash deposits ensuring funds were accounted correctly resulting in increased accuracy.
- Maintained a clean and organized store environment, upholding company standards for cleanliness during closing procedures.
- Implemented safety measures for the store''s end-of-day operations, reducing potential risks associated with late-night activities such as cash handling or locking doors securely after closeout is completed.
- Utilized checklists to stay organized and ready when guests arrived and completed management duties before closing.
- Stocked empty shelves and assembled merchandise neatly on racks and in displays to prepare for opening shift.
- Secured safety of business and employees at closing time by locking doors, reducing lighting and checking surrounding areas for suspicious activity.
- Trained new employees on proper closing procedures, setting them up for success in their roles within the organization.
- Enhanced closing procedures by streamlining processes and implementing time-saving strategies.
- Reduced closing times with introduction of more efficient document management systems.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all closing transactions.
- Maintained open lines of communication between team members, fostering a collaborative work environment conducive to problem-solving.
- Implementing quality control measures ensured consistent service standards across all aspects of the business during opening hours.
- Increased overall efficiency during opening shifts by delegating tasks effectively among the team members.
- Opened doors on time, greeted patrons and offered assistance with locating needed items.
- Mentored new employees through on-the-job training sessions tailored to their individual learning styles.
Assistant Manager
Subway
07.2016 - 08.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Oversaw daily operations to maintain store cleanliness and organization.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Manager
Walmart
06.2014 - 08.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Front Desk Agent
Comfort in and Suites
02.2005 - 05.2007
- Collected room deposits, fees, and payments.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Monitored lobby area for cleanliness and comfort, ensuring positive first impression.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Promoted hotel amenities and services to guests, enhancing their stay.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
- Washed, dried and folded laundry for the hotel
Front Desk/Housekeeping/ Breakfast/Bartender
Country Inn and Suites
05.1997 - 08.2002
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Dusted picture frames and wall hangings with cloth.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Performed preventive maintenance procedures on vessels.
- Optimized operations with proactive maintenance, minimizing unexpected equipment failures.
- Re-keyed the locks
- Helped maintain the proper temperatures in the pool as well as the ph balance
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
- Streamlined bar operations by maintaining clean and organized work area, ensuring efficient service.
- Maintained extensive knowledge of cocktail recipes and preparation techniques, ensuring high-quality beverage menu.
- Managed inventory to prevent shortages, conducting weekly stock checks and placing timely orders.
- Operated kitchen equipment safely and efficiently, resulting in consistent quality of prepared foods.
- Displayed strong attention to detail when setting up buffet stations or cleaning the dining area after service.
- Maintained proper food handling procedures by following safety and sanitation guidelines diligently.
- Adhered to hotel brand standards when preparing meals and maintaining the appearance of the dining area.
- Handled high-pressure situations calmly while multitasking effectively during peak service times.
- Restocked serving dishes, utensils, and condiments as needed to ensure optimal availability for guests throughout breakfast service hours.
- Prepared various breakfast dishes, resulting in a diverse and satisfying menu to cater to guest preferences.
- Managed time efficiently to complete all assigned tasks before the start of breakfast service each day.
Education
Associate of Applied Science - Liberal Arts And Sciences
Riverland Community College
Austin, MNSkills
- Customer service excellence
- Positive customer engagement skills
- Effective conflict resolution
- Front desk operations
- Strong organizational skills
- Strategic issue resolution
- Strong work ethic
- Compilation of nightly financial summaries
- Trustworthy and accountable
- End-of-day operational tasks
- Conflict resolution skills
- Reservation management
- Accurate account management
- Customer service enhancement
- Standards enforcement
- Team skill enhancement
Accomplishments
- Cross-trained as a backup for both the night auditor and guest service supervisor and easily transitioned to handle those duties when either individual was unavailable or out sick.
- Cross-trained in Kids entertainment and Water park
- Helped to create training manuals for the front desk and night audit
Languages
English
Professional Working
Timeline
Guest Services Supervisor/Night Auditor
Great Wolf Lodge
07.2022 - Current
Closing Manager
Taco Bell
08.2019 - 08.2020
Assistant Manager
Subway
07.2016 - 08.2017
Customer Service Manager
Walmart
06.2014 - 08.2017
Front Desk Agent
Comfort in and Suites
02.2005 - 05.2007
Front Desk/Housekeeping/ Breakfast/Bartender
Country Inn and Suites
05.1997 - 08.2002
Associate of Applied Science - Liberal Arts And Sciences
Riverland Community College
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