Customer Service Guest Experience

Briana Davis

***************@*****.***

***-***-***

Summary

Customer-focused professional with experience in hotel, motel, and resort desk operations. Skilled in guest services, reservation management, and issue resolution to ensure positive guest experiences. Demonstrated ability to improve operational efficiency and enhance overall customer satisfaction through proactive problem-solving and effective communication. Successfully maintained high levels of guest service quality during peak periods. Highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively, unsupervised and quickly mastering new skills.

Experience

Diplomat Hotel hospitality worker September 2023- Currently working there

• Welcomed and assisted guests with check-in/check-out, ensuring a warm and professional first impression

• Handled guest inquiries and service requests promptly, professionally, and with a problem- solving mindset

• Maintained cleanliness and organization of rooms, common areas, or event spaces, adhering to luxury hotel standards

• Provided food and beverage service in dining outlets, room service, or banquets with efficiency and courtesy

• Collaborated with cross-departmental teams (front desk, housekeeping, engineering, food services) to ensure smooth operations

• Supported large-scale conferences and events, assisting with setup, guest direction, and service logistics

• Demonstrated high levels of customer service, often going above and beyond to exceed guest expectations

• Ensured compliance with hotel policies, safety procedures, and cleanliness protocols

• Communicated effectively with international guests, maintaining professionalism in high- pressure or fast-paced situations\

• Adapted to guest needs and preferences, personalizing service to enhance the overall guest experience

• Processed transactions, reservations, and billing inquiries using hotel management systems like Opera or similar software

• Received ongoing training and development, enhancing hospitality skills, guest service, and luxury service knowledge

Burger fi FOH worker April 2021-September 2021

• Prepared and assembled food orders quickly and accurately in a fast-paced environment

• Operated kitchen equipment including grills, fryers, and food prep stations, following safety and hygiene protocols

• Handled cash, credit, and mobile transactions using POS systems with attention to accuracy and speed

• Maintained cleanliness of workstations, dining areas, and restrooms to meet health and safety standards

• Provided friendly and efficient customer service, resolving concerns and ensuring guest satisfaction

• Received and stocked inventory, ensuring proper rotation and storage of food and supplies

• Worked collaboratively with team members to meet service goals and handle peak-hour rushes

• Followed company procedures for food handling, portion control, and presentation

• Demonstrated reliability and punctuality, consistently meeting scheduling and shift expectations

• Upsold menu items and promoted daily specials to increase sales and enhance guest experience Beverley's pet center Sales Associate October 2021-January 2022

• Assisted customers with pet product selection, offering knowledgeable recommendations based on pet type, breed, and needs

• Provided excellent customer service by answering questions about pet care, nutrition, and product use

• Handled live animals (fish, reptiles, small mammals, etc.) with proper care and ensured their environments were clean and well-maintained

• Operated cash register and processed transactions, returns, and exchanges accurately and efficiently

• Restocked shelves and maintained a clean, organized, and visually appealing sales floor

• Monitored inventory levels and communicated with management regarding low-stock or out-of- stock items

• Followed safety, sanitation, and animal welfare procedures at all times

• Answered phones and assisted with customer inquiries, special orders, and appointment scheduling (e.g., grooming or vet services, if applicable)

• Built strong relationships with repeat customers and their pets, creating a welcoming and personalized shopping experience

• Collaborated with team members to meet daily sales goals and ensure smooth store operations Mister 01 Hostess October 2022-June 2023

• Warmly greeted guests upon arrival and created a welcoming, upscale dining atmosphere

• Managed reservations, walk-ins, and waitlists efficiently using digital reservation systems (e.g., OpenTable or similar)

• Coordinated seating assignments based on guest preferences, server availability, and table rotation

• Answered phone calls to provide information about menus, hours, reservations, and takeout orders

• Worked closely with servers and kitchen staff to ensure smooth table turnover and guest satisfaction

• Maintained cleanliness and presentation of the host stand, entrance, and lobby areas

• Managed high-volume dining periods with professionalism and strong time management

• Delivered exceptional guest service, resolving seating issues or wait concerns calmly and politely

• Provided menus and explained daily specials or unique items, promoting Mister O1’s signature pizzas

• Took note of guest preferences and special requests to enhance personalized dining experience Education

Charles W. Flanagan High School currently attending Broward College Skills & abilities

• Attention to detail in service, cleanliness, and task completion

• Knowledge of safety, hygiene, and sanitation standards

• Goal-oriented with strong multitasking skills

• Professional phone etiquette and conflict resolution skills

• Basic computer and scheduling system proficiency (e.g., OpenTable, Square, etc.)

• Compassionate and knowledgeable in basic pet care (for pet store roles)

• Comfortable working with diverse clientele in hospitality or service settings

• Skilled in food preparation, presentation, and customer engagement

• Strong verbal and written communication skills

• Excellent customer service and interpersonal skills

• Ability to work efficiently in fast-paced environments

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