Dynamic Dining & Guest Experience Leader

Summary

Dynamic and results-driven professional with a proven track record at Dacks Cuisine, excelling in relationship management and team leadership. Adept at enhancing customer experiences and driving revenue growth through strategic initiatives. Committed to staff training and development, ensuring exceptional service delivery and operational excellence.

Skills

Service excellence

Relationship management

Team leadership

Staff development

Strategic thinking

Problem solving

Analytical precision

Attention to detail

Adaptability

Communication skills

Conflict resolution

Critical thinking

Reliability and dependability

Empathy and patience

Autonomy

Experience

10/2023 - 12/2025

Dining room & Catering Manager, Dacks Cuisine, Bronx, New York

Conducted client meetings to identify and align catering offerings with customer preferences.

Developed and implemented programs to boost revenue generation.

Executed guest recovery strategies that enhanced customer satisfaction and loyalty.

Facilitated follow-up communications with guests, reinforcing relationships and encouraging repeat business.

Supervised, scheduled, and trained front-line staff to enhance team efficiency.

Trained staff in best practices for exceptional service delivery.

Assisted with timely food delivery to maintain service quality.

11/2023 - 06/2024

Guest Experience Ambassador, Summit one Vanderbilt, New York, New York

Created unforgettable experiences by engaging guests with thoughtful recommendations and tailored services.

Embodied brand values in guest interactions, ensuring memorable experiences through personalized service.

Demonstrated product knowledge to assist in wayfinding and optimizing guest flow.

Managed line operations while upholding brand standards and security protocols.

Ensured guest safety in assigned areas, maintaining secure environments.

Contributed feedback for enhancing guest experience programs and participated in team development.

05/2021 - 11/2023

City Climb Guide, Related Hudson Yards Experiences, New York, NY

Coordinated guest registration, ensuring smooth onboarding experience through effective communication and guidance.

Educated guests on climbing techniques, equipment use, and safety protocols.

Outfitted participants with appropriate outerwear and safety gear, ensuring proper harness and trolley adjustments.

Inspected all safety equipment to verify functionality and compliance.

Assessed potential emergency situations, aiding anxious participants.

Oversaw daily operations, adhering to procedural guidelines to enhance overall guest experience.

Delivered exceptional customer service while strictly following safety regulations.

Managed safety, cleanliness, presentation, and service standards to uphold attraction's quality and guest satisfaction.

11/2020 - 05/2021

Operations Manager, CRC management, New York, NY

Executed production and operational tasks, achieving daily goals through effective workflow management.

Managed cash flow, ensuring accurate payroll and timely staff compensation.

Oversaw administrative functions, enhancing operations by hiring, training, and developing best practices.

Coordinated with vendors to source operational materials and logistical support, ensuring timely availability.

Collaborated with regional director to finalize quarterly budgets and profit-driven strategies.

11/2019 - 03/2020

Operations Manager, Swiss Post (The Vend), Manhattan, NY

Coordinated weekly meetings to align team goals and resolve employee concerns.

Devised, deployed, and monitored operational processes to drive long-term business success.

Managed monthly operations budget to ensure financial accuracy and support resource allocation.

Managed vendor selection to optimize pricing and enhance service quality.

Oversaw administrative functions, including hiring and development, to fulfill operational needs.

Engaged customers to cultivate positive experiences and boost revenue growth.

03/2017 - 10/2019

Operation Supervisor (Host Lead), Swiss Post Solutions (Top of Rock), New York, NY

Implemented crowd control strategies during peak times to ensure guest safety and satisfaction.

Uphold operational policies to ensure safety and efficiency in guest services.

Coordinated training and development initiatives to enhance employee skills and performance.

Managed quality assurance program through on-site evaluations, internal audits, and customer surveys.

Established communication and information structures for weekly team meetings to improve collaboration.

Provided coaching and counseling to staff, implementing necessary disciplinary actions.

Scheduled daily staffing according to budget allocations, ensuring payroll accuracy.

Submitted daily operational reports to operations director for performance monitoring.

Education

05/2015

Bachelor of Science, Hotel Management

University of The West Indies, Nassau, Bahamas

10/2011

Associate of Arts, Tourism & Hospitality Management

Dominica State College, Roseau, Dominica

06/2008

High School Diploma

Dominica Grammar School, Roseau, Dominica

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Dexter Martin

631-***-**** • ******.*******@*****.*** • Bronx, New York 10467

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