Wendi Johnston
Torrington,CT
Summary
Dynamic Guest Services Manager with a proven track record at Market 32, excelling in staff training and operations management. Enhanced guest satisfaction through effective problem-solving and exceptional communication. Successfully reduced employee turnover by fostering a positive work environment while mentoring team members for career growth. Strong leadership skills drive team performance and service excellence.
Overview
13
13
years of professional experience
Work History
Guest Service Manager
Market 32
2018.06 - Current
- Supervised daily operations to ensure exceptional guest experiences and service quality.
- Trained and developed team members in customer engagement and conflict resolution techniques.
- Implemented feedback systems to enhance service delivery based on guest satisfaction surveys.
- Managed inventory levels, ensuring product availability while minimizing waste and loss.
- Coordinated staff schedules to optimize coverage during peak.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
- Oversaw daily cash handling procedures at the front desk, ensuring accuracy in financial transactions while minimizing discrepancies or losses due to errors.
- Understood and implemented safety and emergency procedures.
- Monitored staff training, scheduling and shift changes.
- Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
- Reviewed applications. Interviewed, hired and trained team members to ensure proper staffing during peaks and lows.
- Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
- Reduced employee turnover by fostering a positive work environment and offering professional development opportunities.
Guest Service Manager Guest
Market 32
2016.09 - 2018.06
- Supported hiring coordination for grand opening of the Oxford store. Served as CSM and MOD.
- Reviewed applications, conducted interviews for all departments.
- Coordinated schedules for cashier staff, optimizing coverage during peak hours.
- Resolved customer inquiries and concerns, fostering positive shopping experiences.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Developed strong relationships with repeat customers through friendly service interactions.
- Trained team members on cash register operation and cash handling.
- Increased customer loyalty and retention.
- Learned duties for various positions and provided backup at key times.
Customer Service Manager
Price Chopper
2013.07 - 2016.09
- Led customer service initiatives, enhancing team performance and satisfaction rates.
- Supervised daily operations to ensure adherence to company policies and procedures.
- Coordinated staff scheduling to optimize workforce efficiency and service levels.
- Trained new employees on operational standards and customer service protocols.
- Resolved customer complaints promptly to maintain high satisfaction ratings.
- Conducted regular performance evaluations to identify training needs among team members.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Education
High School Diploma -
Watertown High School
Watertown, NY1987-06
Skills
Staff training and development
Operations management
Schedule coordination
Exceptional communication
Team management
Guest relations
Strong leadership
Interviewing and hiring
Training and mentoring
Teamwork and collaboration
Problem-solving
Timeline
Guest Service Manager
Market 32
2018.06 - Current
Guest Service Manager Guest
Market 32
2016.09 - 2018.06
Customer Service Manager
Price Chopper
2013.07 - 2016.09
High School Diploma -
Watertown High School