WILFRED P.
New York,USA
Summary
Hospitality operations leader with extensive experience in guest services and team supervision within high-volume environments. Demonstrates expertise in staff training, conflict resolution, and operational management, ensuring exceptional service standards and guest satisfaction.
Overview
9
9
years of professional experience
Work History
Guest Experience Lead
Museum of Ice Cream
New York, USA
03.2024 - Current
- Lead, coach, and develop Guest Experience Specialists to consistently deliver exceptional customer service.
- Resolve escalated guest concerns professionally while maintaining high guest satisfaction.
- Supervised daily operations serving hundreds of guests, ensuring high service quality and operational efficiency.
- Coordinated staffing assignments, shift coverage, and break schedules to optimize guest service during high-volume operations.
- Train new supervisors and team members on operational procedures, service standards, and guest recovery strategies.
- Oversee retail merchandising, inventory organization, and product presentation.
- Troubleshot operational issues with equipment to maintain efficiency. and perform preventive maintenance on Taylor machines and other operational equipment.
- Conducted routine facility inspections to uphold cleanliness, safety, and compliance with company standards.
Guest Experience Specialist
Museum of Ice Cream
New York, USA
01.2022 - 03.2024
- Delivered exceptional customer service in a fast-paced, high-volume attraction.
- Addressed and resolved guest concerns promptly and professionally, ensuring satisfaction.
- Facilitated guest admissions, ticketing, reservations, and inquiries to enhance overall experience.
- Operated POS systems while accurately processing cash and credit transactions.
- Prepared alcoholic and non-alcoholic beverages while maintaining quality and safety standards.
- Provided assistance for VIP events and private group experiences and private group experiences.
- Maintained retail inventory, merchandising displays, and stock organization.
- Facilitated onboarding process for new employees and training new employees.
Clean Team Member
Museum of Ice Cream
New York, USA
01.2021 - 01.2022
- Created safe, clean, and organized environment for guests and employees, promoting comfort and satisfaction.
- Ensured cleanliness in guest-facing and back-of-house areas, enhancing overall guest experience.
- Responded quickly to spills, maintenance requests, and safety hazards.
- Supported inventory counts and stocked merchandise, facilitating smooth operational flow.
Cashier
Elizabeth Grocery
New York, USA
01.2018 - 01.2019
- Delivered outstanding customer service in a fast-paced retail environment.
- Processed customer purchases with accuracy and efficiency, ensuring smooth transactions.
- Restocked merchandise and organized product displays to enhance shopping experience.
- Prepared deli items while following food safety standards.
Education
College Coursework -
Vaughn College
01-2021
High School Diploma -
International High School at Union Square
01-2020
Skills
- Guest Experience
- Customer Service
- Guest Engagement
- Hospitality Operations
- Service Coordination
- Food & Beverage Service
- Beverage Service
- Operations Management
- Inventory Management
- Scheduling
- Payroll Support
- POS Systems
- Payment Processing
- Safety & Compliance
- Facility Management
- Facility Repairs
- Taylor Machine Preventive Maintenance
- Setup Coordination
- Aesthetic Enhancements
- Leadership
- Team Supervision
- Staff Training
- Conflict Resolution
- Operational Support
Languages
- English, Fluent
- Spanish, Fluent
Maintenance And Technical Skills
- General Maintenance
- Equipment Troubleshooting
- Taylor Machine Preventive Maintenance
- Plumbing Repairs
- Fixture Installation
- Painting & Surface Finishing
Timeline
Guest Experience Lead
Museum of Ice Cream
03.2024 - Current
Guest Experience Specialist
Museum of Ice Cream
01.2022 - 03.2024
Clean Team Member
Museum of Ice Cream
01.2021 - 01.2022
Cashier
Elizabeth Grocery
01.2018 - 01.2019
College Coursework -
Vaughn College
High School Diploma -
International High School at Union Square