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Skills

  • Improvement in team processes (27% faster setup times)
  • Payment processing
  • Cross-functional collaboration (marketing and kitchen teams)
  • Problem resolution
  • MS Office
  • Hospitality service expertise
  • Experience in report generation and analytics
  • Loyalty program management
  • Communications
  • Multitasking during high foot traffic

Work Experiences

  • Achieved improvement over two years.
  • Adopted personalized service approaches.
  • Helped patrons find seats by directing them and lighting paths.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Coordinated with kitchen staff.
  • Boosted actionable insights.
  • Awarded in 2015.
  • Delegated shift responsibilities.
  • Contributed to a safe and compliant environment.
  • Communicated key findings in monthly staff meetings.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Collaborative team member.
  • Committed to elevating front-of-house operations by streamlining queue management and reducing guest frustration, leading to improved customer satisfaction scores.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Front Door Host with 10 years of successful client relations and cross-functional collaboration experience.
  • Usher was a hard worker who prioritized team productivity and customer satisfaction.
  • Consistently recognized for building strong guest relationships.
  • Collaborated with marketing teams.
  • Usher is a dedicated worker who excels at security, maintenance, and cleaning.
  • Achieved a 35% retention rate.

Accomplishments

  • Instrumental in the launch of a new service offering, contributing to a 36% increase in early reservations.
  • Maintained open and effective communication with management, reporting key guest concerns and helping resolve issues promptly.
  • Implemented a loyalty program that boosted repeat guest engagement by 57% over three years.
  • Suggested and implemented process improvements that sped up front-of-house setup by 78%.
  • Trained 11 new hires on front desk policies and best hospitality practices, significantly reducing onboarding time.
  • Worked closely with back-of-house staff to ensure seamless service, which led to a 76% improvement in overall guest experience ratings.
  • Nominated by management for the Outstanding Service Award for demonstrating excellence in both front-of-house operations and guest services.
  • Managed high-volume traffic at the front door during peak hours, reducing bottlenecks and improving guest flow into the venue.
  • Handled high-pressure situations with professionalism, maintaining a calm environment during busy hours and ensuring guest concerns were addressed timely.
  • Contributed to front-office team effort by actively participating in cross-training, enhancing overall team flexibility and guest service.

Affiliations

  • Foodservice Equipment Distributors Association (FEDA)
  • International Live Events Association (ILEA)
  • Certified Special Events Professional (CSEP) through ILEA
  • National Concierge Association (NCA)
  • CPCE (Certified Professional in Catering and Events)
  • National Retail Federation (NRF)
  • Society for Hospitality and Foodservice Management (SHFM)
  • The Association for Front Office Management (AFOM)
  • Hospitality Sales and Marketing Association International (HSMAI)
  • Meeting Professionals International (MPI)

Certifications

  • CompTIA Network+
  • Basic First Aid and CPR Certification from The American Red Cross
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Restaurant Host from the National Restaurant Association Educational Foundation (NRAEF)
  • Certified Public Accountant (CPA)
  • HOTEL Receptionist and Front Desk Certification from metric
  • Certified Hospitality Supervisor (CHS) via the American Hotel & Lodging Educational Institute (AHLEI)
  • Customer Service Excellence Certification by Lakeside Partners

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