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guest experience manager food beverage resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

Friendly Guest Relations Manager adept at leading, encouraging and training associates to offer first-rate guest services. Skilled at handling all types of guests and situations with a level-headed and professional approach. Desiring to bring 20 years' experience in food and beverage and take on a new role with room for advancement. Successful at applying hands-on leadership skills and an encouraging management style to drive up both employee and customer satisfaction scores. Focused on increasing team skills and effectiveness, maintaining customer loyalty and deepening relationships with guests to earn repeat business.

Skills
  • Problem-Solving
  • Guest Message Transmission
  • Check In and Check Out Procedures
  • Computer Skills
  • Online Bookings Management
  • Account Balancing- balanced $70k per night
  • Nightly Audits- Audited the Cast Members with their POS
  • FORBES trained
  • Restaurant Reservations- Assisted VIP Cords with booking parties for guests.
  • Assisted with making large party bookings for up to 40 guests
  • Phone and Email Etiquette
  • Payment Processing
  • Data Gathering- operated the locations which make up to $150K per day
  • Data Gathering-operated the Holiday Cart which made $750k in 6 months
  • Decision Making
  • Verbal and Written Communication
  • Reservations Management
  • Two-Way Radio Operation- used radios to communicate with leaders in the area
  • Dining and Amenity Recommendations
  • Problem Solving
  • Customer Service-Forbes Trained
  • Scheduling Proficiency- Reviewed schedules for all Food and beverage locations
Experience
Guest Experience Manager- Food & Beverage, 12/2021 to Current
Sage Hospitality Resources, LlpBoulder, CO,
  • Analyzed customer feedback to provide strategic direction to continuously improve overall rating.
  • Managed special requests for customers regarding restaurant reservations, limousine services and car rentals.
  • Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization techniques.
  • Conducted performance evaluations to check associates' performance and compliance with policies.
  • Developed and implemented employee reward and engagement programs to maximize job satisfaction.
  • Worked with departments such as Front Desck and Housekeeping to resolve guest issues and coordinate compensation.
  • Computed total bills, collected payments and issued final paperwork and instructions.
  • Resolved guest complaints and coordinated responses to individual needs.
  • Coordinated complimentary breakfasts and assisted guests with other amenities.
  • Organized and cleaned lobby and common areas during shift.
  • Communicated with housekeeping and maintenance staff to address guest issues.
  • Overhauled guest relations policies to address changing concerns.
  • FORBES Trained
Food and Beverage Supervisor, 11/2017 to Current
Vail ResortsVail, CO,
  • Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
  • Managed food service sales, costs and budget administration to keep operations in line with financial targets.
  • Developed and implemented strategies to enhance team performance, improve processes and boost results.
  • Followed proper food receiving, storage and preparation techniques to maintain ingredient and dish quality.
  • Produced detailed documentation to outline potential worker issues.
  • Coached kitchen team members and motivated performance in order to achieve demanding objectives in high-volume kitchen settings.
  • Handled over $30k worth of cash and card transactions daily with accuracy and efficiency.
  • FORBES trained
Food and Beverage Cashier, 11/2000 to Current
Walt Disney Parks And ResortsCity, STATE,
  • Restocked workstation with supplies and communicated out-of-stock items to management.
  • Completed opening, closing and shift change tasks by following company guidelines.
  • Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.
  • Accurately made change for cash transactions.
  • Processed sales transactions to prevent long customer wait times.
  • Verified orders and bagged items for easy transport.
  • Processed credit card payments and gave counter slips to customers for signatures.
  • Informed customers of final bill tab and processed various forms of payment.
  • Mastered point-of-service computer system for automated order taking.
  • Reported food inventory and supplies to management to reorder and maintain adequate stock.
  • Greeted customers promptly and responded to questions.
  • Maintained work area and kept cash drawer organized.
  • Counted and balanced cashier drawers.
  • Cleaned and stocked front-end areas with register tapes and ribbons.
  • Welcomed customers, offering assistance to help find store items.
  • Built and maintained productive relationships with employees.
  • Managed cashier shifts and breaks.
  • Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
  • Resolved issues with cash registers, card scanners and printers.
  • Answered phone calls to assist customers with questions and orders.
  • Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy.
  • Supervised more than 20 cashiers and associates to maximize performance, efficiency and service levels.
  • Cross-trained in Room Service and other lead roles in order to provide skilled backup for team members.
  • Set up catering for up to 1000 people regularly by recording requested menu items, scheduling delivery time and relaying to kitchen.
  • FORBES trained
Education and Training
Certificate: Leadership Essentials Program, Expected in 08/2022 to Disney University - Anaheim, CA,
GPA:
Certificate: Emerging Leaders , Expected in 04/2005 to Disney University - Anaheim, CA,
GPA:
High School Diploma: , Expected in 06/1996 to Canyon High School - Anaheim, CA
GPA:
Accomplishments
  • Recognized and received the Spirit Award in 2000 for outstanding performance and team contributions.
  • Part of the Grand Californian Hotel and Spa opening team-2001
  • Part of the Goofy's Kitchen re-opening team-1999

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Resume Overview

School Attended

  • Disney University
  • Disney University
  • Canyon High School

Job Titles Held:

  • Guest Experience Manager- Food & Beverage
  • Food and Beverage Supervisor
  • Food and Beverage Cashier

Degrees

  • Certificate
  • Certificate
  • High School Diploma

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