DRL - DINING ROOM LEAD; GSR - GREAT SERVICE REPRESENTATIVE
I am a qualified employee with 8 years in fast-paced customer service and call center environments. I am personable and professional under pressure as well as patient and empathetic with extensive background in conflict resolution and customer care. I desire a meaningful yet challenging role. I am organized and efficiently highly skilled in office administration, data organization, proofreading, database and word processing. I am an independent worker with strong time-management skills and a retail professional who excels in fast-paced environments. I have extensive experience in customer service, merchandising, POS systems and cash handling. I have a huge passion for learning and broadening my knowledge in every area possible.
Hiring, training and supervision
Inventory control and management
Expert in Millennium, Microsoft, Micros, POS
Strong work ethic
Customer service relations
Conflict resolution techniques
Excellent planner and coordinator
Works well under pressure
Social media knowledge
Multi-line phone proficiency
Expertise in invoice and payment transactions
Advanced computer proficiency (both PC and Mac)
Strong in MS Access and Excel
Superior attention to detail
Professional phone etiquette
Excellent communication skills
Articulate and well-spoken
Accurate and detailed
Filing and data archiving
DRL - Dining Room Lead; GSR - Great Service Representative11/2012 to Current Mission BBQ – 4132 E. Joppa Rd. Nottingham,
Consistently provided friendly guest service and heartfelt hospitality.
Promptly and empathetically handled guest concerns and complaints.
Demonstrated integrity and honesty while interacting with guests, team members and managers.
Operated the sales register quickly and efficiently.
Greeted customers and provided excellent customer service.
Pleasantly and courteously interacted with customers.
Maintained high standards of customer service during high-volume, fast-paced operations.
Built loyal clientele through friendly interactions and consistent appreciation.
Cross-trained and coordinated scheduling with team members to ensure seamless service.
Handled currency and credit transactions quickly and accurately.
Followed food safety procedures according to company policies and health and sanitation regulations.
Strictly followed all cash, security, inventory and labor policies and procedures.
Maintained clean and safe environment, including in the kitchen, bathrooms, building exterior, parking lot, dumpster and sidewalk.
Reported to all shifts wearing a neat, clean and unwrinkled uniform.
Reported to each shift on time and ready to work.
Performed all position responsibilities accurately and in a timely manner.
Communicated openly and honestly with the management team during each shift to ensure it ran smoothly.
Diligently restocked work stations and display cases.
Immediately informed supervisors when supplies were low or if equipment was not functioning properly.
Prepped items for later use to save staff time during busy hours.
Consistently provided professional, friendly and engaging service.
Displayed enthusiasm and knowledge about the restaurant's menu and products.
Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff.
Set dining tables according to type of event and service standards.
Addressed diner complaints with kitchen staff and served replacement menu items promptly.
Quickly recorded transactions in MICROS system to deliver prompt service.
Immediately reported accidents, injuries or unsafe work conditions to manager.
Developed and maintained positive working relationships with others to reach business goals.
Demonstrated genuine hospitality while greeting and establishing rapport with guests.
Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.
Provided friendly and attentive service.
Inventoried and restocked items throughout day.
Precisely described menu items and special offerings and appropriately identified wine pairings.
Verified cash drawer against the day's receipts.
Bussed, cleared, cleaned and set tables in a quiet and efficient manner.
Resolved guest complaints quickly and efficiently.
Delivered quality service by providing a warm and welcoming environment.
Assisted co-workers whenever possible.
Continually monitored dining rooms for seating availability, service, safety and well-being of guests.
Effectively listened to, understood and clarified guest concerns and issues.
Maintained complete knowledge of restaurant menu, including daily specials.
Assisted with guest inquiries, take-out orders and restaurant cleanliness.
Assisted in cashiering and Point of Sale (POS) system procedures during busy hours.
Operated all kitchen equipment adeptly.
Routinely removed trash and debris from restaurant.
Emptied and maintained trashcans and outdoor dumpster area.
Bussed and reset tables and kept dining room and work areas clean.
Quickly set up and cleared tables and stocked all service stations.
Stocked and maintained cleanliness of stations.
Maintained clean dining room, lobby and service areas at all times.
Maintained high standards of cleanliness and sanitation.
Reseptionist04/2012 to 06/2012 Spa On The Avenue – 8165 Honeygo Blvd. Baltimore,
Anticipated spa and salon guest concerns and addressed them immediately.
Greeted all guests in a warm and friendly manner to create a positive first impression of the spa.
Communicated all client reservations to appropriate staff.
Led comprehensive spa tours for new members.
Called clients to confirm upcoming appointments.
Followed the pre-assigned opening and closing procedures for each spa station.
Coordinated all aspects of guest services, including supply monitoring and facility maintenance.
Restocked linen and laundry in all areas of the spa.
Consistently followed all required protocols for scheduling spa appointments.
Oversaw the upkeep of the entire facility and notified maintenance for service repairs.
Processed guest credit card information for salon services.
Followed through with client requests in a timely manner.
Served as a primary point of contact for members and guests for information on spa products and services.
Entered customer demographic and preference data on salon computer database.
Performed inventory and restocking assignments as necessary.
Reported any unprofessional behavior from clients to management.
Handled guest complaints calmly and professionally.
Directed telephone calls to appropriate departmental personnel.
Maintained the front desk workstation by keeping it clean and free of personal items.
Maintained a solid knowledge base of all spa and resort products and services.
Provided clients with detailed instructions on how to fill out intake forms.
Prepared first time guests over the phone for their selected services.
Maintained expert knowledge and awareness of spa appointment availability.
Communicated any relevant schedule changes to the spa supervisor.
Managed all front desk tasks, including the maintenance of client records and lab data.
Answered a high-volume, multi-line telephone promptly and courteously.
Inventoried, ordered and stocked salon product line.
Communicated effectively with management concerning important customer issues.
Remained polite when speaking with difficult guests on the phone.
Entered client information into the databases quickly and with minimal errors.
Offered appointment information updates to guests in a polite and courteous manner.
Promoted salon-exclusive products to increase retail sales.