Takara Martin-Waller
Customer Service Email: takaramwaller1983@gmail.com
Greensboro,North Carolina
Summary
Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Hotel Manager
The Historic Magnolia House
Greensboro , NC
12.2021 - Current
- Provided exceptional service and assistance to guests upon check-in.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Increased customer service ratings through personable service.
- Provided services efficiently and with high level of accuracy.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Prepared bills for customers and delivered to rooms on day of check-out.
- House Keeping(Clean rooms, restrooms,and empty trash)
- Breakfast cook
Customer Experience Lead
The Historic Magnolia House
Greensboro , NC
08.2020 - Current
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
Front of House Lead
The Historic Magnolia House
Greensboro , NC
08.2020 - Current
- Established welcoming atmosphere by greeting each guest warmly.
- Trained new staff in front-of-house procedures, customer relations and cleaning.
- Assisted servers with delivering food, filling beverages and retrieving items for guests.
- Disinfected frequently touched between guests to minimize infection risks.
- Helped guests at tables when in need of assistance.
- Reset tables between guests by restocking low items and wiping down surfaces.
- Serviced bathroom by cleaning surfaces and replacing soap.
- Checked entryway regularly and handled needs such as window cleaning and trash removal.
- Stayed ready for quick turnovers by pre-bussing tables.
- Prepared alcoholic beverages such as standard cocktails for guests.
- Monitored food preparation, production and plating for quality control.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Set and oversaw weekly and special event menu plans.
Shift Manager
Arby's Restaurant
Kernersville , NC
05.2016 - 09.2021
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Kept employees operating productively and working on task to meet business and customer needs.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Exercised composure under pressure and in escalated customer service scenarios.
- Excelled in every store position and regularly backed up front-line staff.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Tracked receipts, employee hours and inventory movements.
- Checked building to confirm maintenance and cleaning met code and regulations.
- Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
Education
High School Diploma -
Northwest Guilford High School
Greensboro, NC06.2001
Skills
- Guest Experiences
- VIP Services
- Guest Accommodations
- Project Requirements
- Personnel Supervision
- Lodging Operations Oversight
- Facility Management
- Administrative Support
- Maintaining Clean Work Areas
- Hotel Reservations
- Special Event Coordination
- Vendor Interaction
- Security Protocols
- Effective Customer Service
- Customer Inquiries
- Facility Security
- Product Selection
- Customer Needs Assessments
- Event Planning and Assistance
- Hotel Room Cleaning
- Maintenance Services
- Vendor Sourcing and Relations
- Food Service Operations
- Policies and Procedures
- Room Inspections
- Supply Purchasing
- Operational Systems Monitoring
- Group Bookings
- Leadership
Timeline
Hotel Manager
The Historic Magnolia House
12.2021 - Current
Customer Experience Lead
The Historic Magnolia House
08.2020 - Current
Front of House Lead
The Historic Magnolia House
08.2020 - Current
Shift Manager
Arby's Restaurant
05.2016 - 09.2021
High School Diploma -
Northwest Guilford High School
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