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Skills

  • Advanced Customer Engagement Techniques
  • Hospitality Technology Tools, including ServiceNow
  • Menu Development and Presentation Consultation
  • Complaint Prevention Through Proactive Communication
  • Time-sensitive task management
  • Sales Tracking and Reporting for Performance Insight
  • Menu Knowledge and Understanding of Tableau
  • Fluency in Spanish, Providing Multilingual Guest Support
  • Understanding of Health and Safety Regulations
  • Guest Retention Strategies Leading to Repeat Business

Work Experiences

  • Coordinated staff for seamless service.
  • Delivered bespoke service.
  • Captained the floor team to ensure smooth operations during high-volume events, serving up to 9 guests per shift.
  • Coordinated front-of-house logistics during high-demand seasons, optimizing efficiency and minimizing wait times.
  • Achieved results over 2015.
  • Coordinated front-of-house logistics.
  • Achieved President's Club for fastest table turnover rate in Denver, contributing to increased booking slots by 17%.
  • Based on client specifications.
  • Contributed to increased booking slots by 67%.
  • Crafted personalized guest experiences for returning clients, resulting in a 30% increase in customer loyalty.

Summaries

  • Adept at resolving guest-related conflicts, mitigating issues with over 18% success and enhancing customer retention through quick and efficient service resolutions.
  • Contributed to 'Highest Guest Satisfaction' accolades in 2022.
  • Achieved revenue growth of $18.
  • Adept at leveraging communication platforms.
  • Adept at resolving guest-related conflicts.
  • Customer relationship expert.
  • Achieved a 24% success rate in resolving guest disputes.
  • Boosted overall guest satisfaction and loyalty.
  • Award-winning Host recognized for unique service strategies.
  • Accomplished Host with proven ability to retain high-value guests.

Accomplishments

  • Awarded 'Customer Service Excellence' for maintaining 51% guest satisfaction while managing service flow during high-traffic shifts.
  • Proactively anticipated guest needs to resolve 13 customer complaints per shift, achieving a 49% complaint resolution rate.
  • Implemented a customer referral program that increased reservations by 27%, boosting company revenue by $6 in 2019.
  • Played a vital role in achieving team-wide monthly goals for guest satisfaction, contributing to an overall 51% rise in positive feedback.
  • Led the coordination of large-scale events serving 17 guests, ensuring seamless service and achieving a 55% guest satisfaction rating.
  • Managed high-volume reservations with Asana, improving seat turnover by 41% and enhancing customer experience.
  • Handled 17 inbound customer calls per hour, triaging urgent issues on the spot and reducing call logging errors by 62%.
  • Developed and maintained positive relationships with guests, consistently achieving 50% repeat guest booking rates.
  • Conceived and implemented a special promotional event, driving guest reservations up by 57% and increasing total revenue by $11.
  • Actively supervised guest reservations to optimize seating arrangements during peak hours, increasing overall guest capacity by 35%.

Affiliations

  • Certified Hospitality Supervisor (CHS) through the Educational Institute of the American Hotel & Lodging Association.
  • Affiliated with the Restaurant Management Association (RMA), staying informed on the latest trends in dining and hospitality.
  • Completed Certified Guest Service Professional (CGSP) program with IPHA (International Professional Hospitality Association).
  • Certified in Hospitality Leadership Essentials through system, emphasizing guest engagement and team management.
  • Completed the ServSafe Alcohol Training, becoming proficient in safe and responsible alcohol service.
  • Member of the Guest Relations Professional Network (GRPN), focused on enhancing collaboration across hospitality teams.
  • Certified in Conflict Resolution Techniques from metric, enabling effective management of guest complaints.
  • Completed the ‘Advanced Guest-Centric Service Training’ offered by the Academy of Hospitality Management.
  • Part of the National Association for Catering and Events (NACE), enriching expertise in high-volume guest event management.
  • Regular attendee at the Customer Service Excellence Summit hosted by Northwind, enhancing complaint management skills.

Certifications

  • Hospitality Skills Certification from Northwind
  • Leadership and Coaching in Hospitality Certification from Beacon Labs
  • Certified Hospitality Supervisor (CHS) from standard
  • Conflict Resolution and Problem Solving Skills through Lakeside Partners
  • Hospitality and Event Management Certificate Program by Northwind
  • Restaurant Customer Service Standards Certification from Beacon Labs
  • Certified Hospitality and Tourism Management Professional (CHTMP) by Brightline
  • Customer Loyalty Management Program from method
  • Upselling Techniques and Strategy Course for Hospitality by category
  • Time Management and Efficiency Training from metric

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