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Skills

  • Kitchen staff coordination
  • Customer satisfaction score improvement
  • Food plating and presentation
  • Recruitment
  • Team management
  • Budgeting
  • Budget management and cost controls
  • Data-driven decision making
  • Operational improvement
  • Daily operational briefings

Work Experiences

  • Kept track of staff members' time and attendance in order to identify problems and provide accurate timesheet data for payroll processing.
  • Used tact and diplomacy to solve problems by calmly communicating directly with customers or employees.
  • Was in charge of coordinating and organizing all of the restaurant's inventory.
  • Achieved team-wide upsell targets by educating team members on Jira packages, resulting in $5 of additional revenue in 18 months.
  • Mentored and trained new employees in order to create a highly productive Guest Service Team Leader group.
  • Boosted guest satisfaction scores by 20% %.
  • Limited portion sizes and used garnishes to keep food costs down.
  • Analyzed guest interaction data to identify trends, which led the team in revamping service approaches and achieving a 50% improvement in post-visit feedback.
  • Achieved team-wide upsell targets.
  • Safeguarded the company, its employees, and its customers by monitoring alcohol consumption and adhering to legal service requirements.

Summaries

  • Years of progressive leadership experience 18
  • Achieved 42% improvement in customer service consistency.
  • Guest Service Team Leader is a multi-talented Guest Service Team Leader who is consistently rewarded for planning and operational improvements.
  • Costs were consistently reduced while profits were increased.
  • Guest Service Team Leader is a hardworking Guest Service Team Leader who has a long history of leading teams to exceed customer expectations.
  • Strategic planning and budget management, a well-rounded leader with a talent for supervising employees.
  • Efficient Guest Service Team Leader with over 8 years of experience in program and framework service. Fine dining expert and cheese connoisseur with extensive beverage and food knowledge. Dynamic presence known for enhancing customer experience.
  • Outstanding leader with excellent communication and conflict-resolution skills.
  • Maintain budget controls and coverage requirements in order to meet business objectives and provide excellent process support.
  • Guest Service Team Leader with 9 years of successful process improvement and workflow optimization experience.

Accomplishments

  • Improved team performance tracking by introducing data-driven metrics and reporting, leading to 52% increase in individual productivity.
  • Led initiative to integrate sustainability-focused offerings into guest services, which boosted eco-conscious guest ratings by 80% and cut operational waste by 12.
  • Deployed a new cost tracking system that identified and resolved budget oversights, saving 10 annually in departmental costs.
  • Reduced operational costs by 18% by streamlining vendor contracts and renegotiating supplier agreements.
  • Created a scheduling strategy that aligned staff levels with guest flow, reducing overtime costs by 18%.
  • Hosted bi-weekly performance coaching sessions, which enhanced team motivation and improved service consistency by 72%.
  • Created and distributed weekly performance reports, leading to 57% better understanding of KPIs and actionable insights for improvement.
  • Led a team of 7 in executing a new service protocol that increased first-contact resolution rates by 67% within 18 months.
  • Developed and maintained relationships with VIP guests, contributing to a 69% increase in repeat bookings year-over-year.
  • Successfully negotiated with local vendors to implement unique guest packages that generated a 37% increase in bookings during low-occupancy seasons.

Affiliations

  • National Concierge Association (NCA)
  • Society for Incentive Travel Excellence (SITE)
  • International Association of Venue Managers (IAVM)
  • Academy of Hospitality Industry Attorneys (AHIA)
  • International Association of Administrative Professionals
  • American Hotel & Lodging Association (AHLA)
  • Travel and Tourism Research Association (TTRA)
  • Toastmasters
  • International Customer Service Association (ICSA)
  • Society of Women Engineers

Certifications

  • Leading Effective Teams Certification - Vantage
  • Digital Customer Service Transformation Certification - Summit Group
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Rooms Division Executive (CRDE) – program
  • Project Management Professional (PMP)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Hospitality Trainer (CHT) – American Hotel & Lodging Educational Institute
  • Crisis and Conflict Management for Service Leaders - Lakeside Partners
  • CompTIA Network+
  • CompTIA Security+

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