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Skills

  • POS system operation
  • Onboarding & staff training
  • Service continuity improvement
  • Handover Documentation
  • Table turnover efficiency
  • Guest preference tracking
  • Customer retention strategies
  • Complaint Tracking & Resolution
  • Handling special requests
  • Venue Booking & Reservation Management

Work Experiences

  • Created weekly performance reports.
  • Am in charge of securing a location, equipment, and documents for competitors.
  • Driven follow-up business worth $6.
  • Coordinated with kitchen and floor staff.
  • Boosted table turnover efficiency by 28%.
  • Compared to non-holiday periods.
  • Achieved a 43% reduction in negative guest reviews.
  • Collaborated with the management team to track guest preferences and special requests, resulting in a PMP in service excellence.
  • Adjusted seating charts based on capacities.
  • Acted as communication liaison for kitchen-to-table synchronization, reducing meal delays for events of 10 guests by 27% minutes.

Summaries

  • Built repeat clientele by 55%.
  • Effective team leader and host, trained 12 new hires on best practices, leading to a 58% reduction in onboarding time and faster integration into the workflow.
  • Consistently improved guest experiences.
  • Delivered a consistent ‘A’ health rating at Atlanta.
  • Driven hospitality professional with a focus on customer relationship management, utilizing feedback systems to enhance retention and build repeat clientele by 59%.
  • Dynamic Host with a proven track record in customer satisfaction enhancement, including mentoring 2 junior hosts to improve guest interactions and boost satisfaction ratings by 50% over two years.
  • Consistently surpassed guest expectations.
  • Accomplished in managing venue appearances and atmosphere, performing regular cleanliness and ambiance checks that contributed to a Outstanding Service Award-level satisfaction experience.
  • Delivered smooth, high-quality service.
  • Detail-oriented host proficient in event coordination for special occasions, leveraging communication skills to ensure seamless interactions between departments.

Accomplishments

  • Coordinated multi-departmental efforts during large-scale events, ensuring smooth operations and achieving a 82% improvement in guest satisfaction ratings.
  • Led successful onboarding training sessions for 3 new employees, reducing turnover rates by 21% over the course of two years.
  • Helped implement a mobile queue system, decreasing perceived wait times by 59% and improving overall guest satisfaction scores.
  • Trained and mentored a team of 15 junior hosts, increasing their performance levels and boosting customer satisfaction ratings by 44% within several months.
  • Successfully addressed guest conflicts in high-pressure situations, effectively resolving 12 escalations while improving guest retention by 82% over 18 months.
  • Efficiently managed high-traffic guest arrival times using real-time seating adjustments, reducing wait times by 57% and improving overall guest flow.
  • Played a key role in realigning staff schedules during high-demand times, leading to more efficient operations and reducing labor costs by 77%.
  • Regularly solved complex seating complications through advanced conflict resolution, ensuring guests were accommodated while maintaining strict adherence to service timelines.
  • Maximized revenue through strategic real-time seating plans during peak times, increasing sales by 76% in two years.
  • Upheld venue ambiance by performing proactive venue inspections, achieving Outstanding Service Award for venue cleanliness and guest satisfaction.

Affiliations

  • Active Participant, Hospitality Industry Webinars and Forums
  • Certification in Event & Venue Management, Harbor & Co.
  • Member, International Live Events Association (ILEA)
  • Recipient of the Innovation Award from Brightline for Customer Service Excellence in 2017
  • Member, American Hotel & Lodging Association (AHLA)
  • Guest Experience Optimization Certified by method
  • Attendee, Customer Service Leadership Conference, 2023 - Seattle
  • Graduate, Hospitality Leadership Workshop, Lakeside Partners
  • Certified Guest Experience Specialist, process, 2024
  • Certified Hospitality Manager, 2024, Northwind

Certifications

  • Certified Guest Service Professional (CGSP) by American Hotel & Lodging Educational Institute
  • Professional Leadership Certification in Hospitality by Northwind
  • Restaurant Management Certificate from Meridian
  • Time Management and Scheduling Certification by Summit Group
  • Conflict Resolution & De-escalation Skills Certificate by Summit Group
  • Event Master Planner Certification from Meridian
  • POS System Mastery Certificate for ServiceNow from Beacon Labs
  • Diploma in Hospitality Services from system
  • Responsible Alcohol Service Certification (TIPS) by Health Tied Institutes
  • Customer Service and Host Etiquette Certified by Lakeside Partners

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