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Skills

  • Process improvement
  • Beverage and food order completion
  • Bussing expertise
  • Project organization
  • High-volume dining
  • Team building
  • De-escalating challenging customer situations
  • Customer behavior tracking using process
  • Cross-functional team support during high volume hours
  • Guest complaint resolution

Work Experiences

  • Recommended daily specials, wine selections, and desserts to steer customers toward more profitable items.
  • Reduced customer wait times by efficiently taking and filling over 9 orders each day.
  • Achieved a 20% improvement in customer satisfaction scores over several months.
  • Achieved results over a three years.
  • Assisted with organizing a weekly program that attracted 17 of new customers, helping to boost customer retention by method each week.
  • Adhered to health and safety guidelines.
  • Anticipated customer needs.
  • Collaborated with the management team to host VIP events, ensuring seamless service while maintaining high standards of professionalism and guest engagement.
  • Made reservations in Salesforce by phone and email.
  • Collaborated with local vendors.

Summaries

  • PMP certified
  • Results-oriented Miscellaneous professional with workflow optimization, vendor management, and cross-functional collaboration strengths.
  • Large-scale events and intimate dining are both familiar territory for her.
  • Proven track record of motivating spearheaded to achieve team, individual, and management goals.
  • Strategic thinker with expertise in stakeholder engagement.
  • Customer Service Hostess is a hardworking and dependable Customer Service Hostess who excels at stakeholder engagement and project management.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Customer Service Hostess with quality assurance and performance reporting abilities.
  • Ability to recognize category issues and integrate metric solutions to achieve initiative.
  • Willing to go above and beyond to meet or exceed customer expectations.

Accomplishments

  • Leveraged phone etiquette and professional communication to manage a busy reservation line, increasing bookings by 67% over three years.
  • Trained a team of 2 new staff members on company policies, resulting in a 31% improvement in team effectiveness.
  • Monitored customer behavior using Adobe Creative Suite, resulting in tailored service offerings and an uptick in returning customers of 15%.
  • Played a key role in a procedure event that attracted 18 guests, facilitating seamless customer interactions throughout.
  • Assisted with reservations and phone orders, maintaining a polite and professional demeanor, which led to a 21% increase in returning customers.
  • Assisted in streamlining the check-in process, reducing average guest wait time by 48% during peak operating hours.
  • Hosted over 4 guests during high-profile events, ensuring smooth operations and maintaining positive client relationships.
  • Collaborated with chefs and kitchen staff to ensure that dietary restrictions were met, leading to a 16% increase in satisfied guests with special needs.
  • Organized and led customer service workshops, increasing team productivity and customer satisfaction scores by 54%.
  • Designed and updated hostess training protocols, leading to enhanced service delivery and a reduction in errors by 24% during busy shifts.

Affiliations

  • Volunteered with Customer Service Excellence Strategy group, contributing to a 25% increase in customer satisfaction at local hospitality events.
  • Member of the Customer Relations Professionals Network (CRPN), enhancing phone etiquette and walk-in guest servicing techniques.
  • Completed a certified course in Scheduling and Reservations Management, hosted by Vantage, improving technical skills in managing seating.
  • Completed HACCP Food Safety Certification in 2021, furthering expertise in health and safety compliance within customer-facing service.
  • Active participation in the Event Service Professionals Association, expanding skills related to large-scale venue management and promotion.
  • Affiliated with the International Customer Experience Council (ICEC), participating in annual events focused on refining customer service strategies.
  • Affiliated with the International Association of Conference Centers (IACC), participating in workshops on seamless event coordination and table management.
  • Event planning and coordination certification with framework, allowing for seamless logistical execution of in-house promotions.
  • Participated in the Restaurant Business Leadership Course, learning advanced inventory tracking and resource optimization methods.
  • National Restaurant Association (NRA) membership, staying updated with hospitality trends and regulatory changes related to food service.

Certifications

  • Google Certified Professional Cloud Architect
  • ServSafe
  • Hospitality Leadership Certificate metric
  • Customer Relationship Management (CRM) Certification – QuickBooks
  • Salesforce
  • Online Customer Service Certification framework
  • Communication Skills for Hospitality Professionals process
  • Certified Guest Service Professional (CGSP)
  • Workplace Conflict Resolution & Mediation Vantage
  • Advanced Food Safety for Managers Summit Group

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