Tracy Banks
District Heights,MD
Summary
A Customer Service professional with 30 years experience working in a fast-paced environment that demands resilient organizational, technical and interpersonal skills. Empathetic, trustworthy and discreet; dedicated to superior customer service. Detailed oriented resourceful and able to multitask effectively. Confident and poised in interactions with individuals at all levels. Capabilities include Customer Service and Relations? Computer operations? General Accounting Telephone Reception Problem Solving? File and Data Archiving
Overview
30
30
years of professional experience
1
1
Hotel and Restaurant Management
1
1
Physical Therapist Aid
Work History
Guest Experience Associate
WhyHotel by Placemakr
05.2022 - Current
- Ensure that our guests have everything they need to have the best stay possible, so that they never want to stay anywhere other than Placemakr again
- Set the Placemakr brand apart by making certain it wows every guest with each interaction
- Operate the front of the house seamlessly during your shift, mastering and helping to evolve all of our front of house processes to ensure they are serving our guests at the highest levels
- Lay the groundwork each day to ensure you and the team are prepared for all guests checking in and out, including managing all reservations, assigning rooms, making keys, preparing parking passes, collecting ID's/payment, answering phones, and assisting guests with any and all questions or needs
- Become an expert on your hotel and the surrounding neighborhood so that you can provide recommendations + concierge level services to our guests and also help solve on-site problems with creative solutions
- Develop a strong working relationship with all of your teammates
- Be a leader by example and top performer to help your team achieve and maintain Placemakr standards for excellence, including employee engagement ratings, NPS scores, brand standards, consistently positive customer reviews, etc
- Additional duties and responsibilities as assigned
Assistant Manager
Dollar General
05.2018 - Current
- Ensured a safe working environment by following all safety procedures, policies and regulations
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly
- Assigned daily tasks to employees and monitored activity and task completion
- Implemented new working processes that delivered ~~~~~~~~~ improvements
- Responded to all customer inquiries thoroughly and professionally
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Worked with the management team to implement the proper division of responsibilities
- Answered customer questions about product availability and shipment times
- Operated a cash register for cash, check and credit card transactions with 100% accuracy
Assistant Manager
Roses Variety Wholesales
04.2016 - 01.2018
- Immediately addressed problems with customers to promote quick and successful resolution
- Recruited, interviewed and hired individuals who would bring passion and dedication to the positions at hand
- Performed IT support by troubleshooting, updating devices and supporting software needs
- Achieved recognition from senior management for contributions to the store's success by managing sales, employees and operations to achieve optimal performance
- Interacted with customers as they entered the store to determine what their needs were
- Handled scheduling duties to ensure that the restaurant was properly staffed at all times
- Managed multiple priorities in a fast-paced environment
- Educated customers about the brand to incite excitement about the company's mission and values
- Greeted customers in a timely fashion while quickly determining their needs
- Verified that all customers received receipts for their purchases
- Built relationships with customers to increase likelihood of repeat business
GUEST SERVICE MANAGER
Gateway Inn/ Andrewa AFB
09.2000 - 01.2013
- Entered data promptly and efficiently with a 100% accuracy rate
- Actively pursued personal learning and development opportunities
- Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems
- Strategically scheduled team members to maintain optimal staffing levels at all times
- Maintained established merchandising standards, including window, sales floor and promotional displays
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Accurately logged all daily shipping and receiving orders
- Operated a cash register for cash, check and credit card transactions with 100 % accuracy
- Trained new sales associates each quarter
Education
High School Diploma -
Eastern Senior High School
Washington, DCPhysical Therapist Aide -
Penn Foster Career School
Scranton, PA01.2016
Restaurant Management -
Penn Foster Career School
Scranton, PA01.2006
Skills
- Data analysis
- Data entry
- Data management
- MARKETING ANALYSIS
- Report writing
- Shift Lead
- Shift Supervisor
- Crew Member
- Customer Service
- Key Holder
- Team Member
- Fast Food
- Food Service
- Risk Management
- Active Directory
- IT Support
- Software Troubleshooting
- Computer Networking
- Technical Support
- Help Desk
- Operating Systems
- Troubleshooting
- Microsoft Office
- Network Support
- Windows
- Communication skills
- Management
- Conflict resolution
- Team leadership
- Risk management processes and analysis
- Public speaking
- Self-motivated
- Guest relations
- Complaint handling
- Language skills
- Reservation management
- Basic accounting
- Customer service
- Computer skills
- Verbal and written communication
- Detail-oriented
- Flexible schedule
- Data inputting
- Data entry proficiency
- Guest accommodations
- Documentation and reporting
- Payment processing
- Issue resolution
- Inventory monitoring
- Guest orientation
- Check-in coordination
- Concierge support
- Shift change management
- Teamwork
- Teamwork and collaboration
- Excellent communication
- Flexibility
- Guest experiences
- Relationship building
- Team building
Certification
- Hotel Management Certification, 09/01/06, Present
- Physical Therapist Aid, 09/01/16, Present
Personal Information
Authorized To Work: US for any employer
Accomplishments
- Supervised team of 8 staff members.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Guest Experience Associate
WhyHotel by Placemakr
05.2022 - Current
Assistant Manager
Dollar General
05.2018 - Current
Assistant Manager
Roses Variety Wholesales
04.2016 - 01.2018
GUEST SERVICE MANAGER
Gateway Inn/ Andrewa AFB
09.2000 - 01.2013
Physical Therapist Aide -
Penn Foster Career School
Restaurant Management -
Penn Foster Career School
High School Diploma -
Eastern Senior High School
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