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Skills

  • Proactive Service Recovery Techniques
  • Guest Retention Strategies Leading to Repeat Business
  • Training and onboarding efficiency improvement
  • Improved Wait Time Efficiency by 20%
  • Reservations and Seating Optimization
  • Adaptable to Dynamic Workplace Situations
  • Cross-Cultural Sensitivity in Hospitality Service
  • Sales Tracking and Reporting for Performance Insight
  • Event Management for Large-Scale Operations
  • Complaint Management with 68% Success Rate

Work Experiences

  • Captained the floor team to ensure smooth operations during high-volume events, serving up to 9 guests per shift.
  • Actively tracked reservation trends and implemented strategies to meet seating demands during peak hours.
  • Delivered exceptional customer care to over 17 guests.
  • Greeted them and made sure they felt welcome as guests arrived.
  • Achieved a 23% boost in new reservations.
  • Developed relationships with high-value guests.
  • Achieved results within the first 15 months.
  • Drove 32% increases in event satisfaction.
  • Applied advanced guest service techniques.
  • Based on client specifications.

Summaries

  • Delivered bespoke experiences.
  • Adept at leveraging communication platforms.
  • Customer service expert.
  • Dedicated customer service professional.
  • Achieved consistently high customer feedback scores.
  • Adept at resolving guest-related conflicts, mitigating issues with over 18% success and enhancing customer retention through quick and efficient service resolutions.
  • Detail-oriented service professional.
  • Customer-focused service expert recognized for upselling techniques that have led to a total sales increase of $15, boosting overall guest satisfaction and loyalty.
  • Contributed to 'Highest Guest Satisfaction' accolades in 2022.
  • Comprehensive approach to guest retention strategies.

Accomplishments

  • Reduced the frequency of customer escalations by 18% due to proactive communication and resolution of service-related issues.
  • Oversaw the development of guest satisfaction surveys which produced a 18% increase in actionable customer insights.
  • Managed high-volume reservations with Asana, improving seat turnover by 41% and enhancing customer experience.
  • Awarded 'Customer Service Excellence' for maintaining 51% guest satisfaction while managing service flow during high-traffic shifts.
  • Leveraged CRM to track reservations and customer preferences, achieving 73% improvement in repeat customer bookings.
  • Enhanced pre-event data collection on guest preferences, contributing to a 30% rise in personalized service satisfaction.
  • Handled 17 inbound customer calls per hour, triaging urgent issues on the spot and reducing call logging errors by 62%.
  • Implemented a customer referral program that increased reservations by 27%, boosting company revenue by $6 in 2019.
  • Reduced wait times by 8 minutes, ensuring efficient seating arrangements and contributing to greater guest satisfaction scores.
  • Utilized a proactive approach to prevent customer complaints by addressing issues early, reducing escalated cases by 70% year-over-year.

Affiliations

  • Active participant in the American Hotel & Lodging Association (AHLA), connecting with peers to enhance the guest experience.
  • Member of Women in Hospitality Leadership (WIHL), engaging in leadership development and industry networking.
  • Member of the Guest Relations Professional Network (GRPN), focused on enhancing collaboration across hospitality teams.
  • Member of National Restaurant Association (NRA) since 2016, actively engaging in networking and hospitality industry best practices.
  • Active in the Customer Experience Professionals Association (CXPA) to advance knowledge in effective guest service solutions.
  • Completed the ServSafe Alcohol Training, becoming proficient in safe and responsible alcohol service.
  • Regular attendee at the Customer Service Excellence Summit hosted by Northwind, enhancing complaint management skills.
  • Successfully completed project facilitation training with the Project Management Institute (PMI) to improve team coordination.
  • Completed training in Effective Communication Strategies through Meridian, enhancing guest interactions and conflict resolution.
  • Member of the International Guest Service Association (IGSA), participating in guest satisfaction research studies.

Certifications

  • Event Planning Certification from procedure
  • ServSafe Food Handler Certification from Cedar Works
  • Communication and Interpersonal Skills for Customer Service from program
  • Certified Event Management Professional (CEMP) through initiative
  • Multitasking in High-Pressure Environments Training from procedure
  • Certified Guest Service Professional (CGSP) from Cedar Works
  • Customer Experience Management (CEM) through initiative
  • Restaurant Customer Service Standards Certification from Beacon Labs
  • Workplace Diversity and Inclusion Certification from Cedar Works
  • Health and Safety in a Hospitality & Tourism Setting by standard

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