Service Manager Guest
Resume:
Jocelyn Voigt
Monticello, MN *****
320-***-**** - ************@*****.***
Professional Summary
Dynamic Guest Service Manager with a proven track record at Kwik Trip, excelling in complaint resolution and team leadership. Skilled in staff training and upselling, I enhanced customer satisfaction and loyalty through exceptional service. I effectively analyzed feedback to drive improvements and boost repeat business. I am a professional in guest services with strong focus on delivering exceptional experiences and resolving issues efficiently. Known for fostering team collaboration and adapting to changing needs, ensuring smooth operations and guest satisfaction. Skilled in conflict resolution, communication, and multitasking, with knack for building rapport and maintaining high standards. Ready to drive impactful results in dynamic service environment.
Skills
• Staff training and development • Teamwork and collaboration
• Friendly, positive attitude • Guest accommodations
• Operations management • Sales and upselling
• Complaint handling • Schedule coordination
• Team management • Money handling
• Strong leadership • Work Planning and Prioritization Work History
03/2022 to Current Guest Service Manager
Kwik Trip – Monticello, MN
Resolved guest complaints effectively, demonstrating empathy and problem- solving abilities.
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• Attended to customer needs, responding to questions, complaints and escalations. Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
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Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
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• Understood and implemented safety and emergency procedures. Monitored inventory levels of essential supplies, proactively ordering replacements to avoid shortages or delays in guest services.
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Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.
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• Managed teams and delegated training and development.
• Worked flexible schedule and extra shifts to meet business needs. Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
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• Restocked and organized merchandise in front lanes.
• Assisted customers with returns, refunds and resolving transaction issues.
• Helped customers complete purchases, locate items, and join reward programs. Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
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Increased retail sales by utilizing strong product knowledge and effective upselling techniques.
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Implemented creative merchandising displays that effectively showcased products while capturing consumer attention in retail environments.
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03/2021 to 11/2021 Sales Associate
Five Below – Monticello, MN
Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
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Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
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• Built relationships with customers to encourage repeat business.
• Managed returns, exchanges and refunds in accordance with store policy.
• Prepared merchandise for sales floor by pricing or tagging. Helped customers locate products and checked store system for merchandise at other sites.
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• Answered customer questions about sizing, accessories, and merchandise care. Provided positive first impressions to welcome existing, new, and potential customers.
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Rotated stock and restocked shelves to maintain product availability and store appearance.
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Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
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Accurately processed POS transactions, returning cash, cards, and receipts to customers.
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Education
Expected in 06/2027 Bachelor of Arts: Psychology
University of Minnesota - Minneapolis, MN
• Art Club Member
06/2022 High School Diploma
Monticello High School - Monticello, MN
• Extracurricular Activities: Musical, One-Act, Chamber Choir, Girl Scouts
• Art Club Member
• Mississippi 8 Honor Choir
Languages
Spanish
Limited Working
American Sign Language
Limited Working
References
Jessica Dupont (Store Lead)
Kwik Trip
Richard Lange (Assistant Store Lead)
Kwik Trip
Keith Vieths (Assistant Store Lead)
Kwik Trip
Emily Wruck (Personal Reference)
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