Customer Service Associate - Hospitality & Aviation

Powhatan, VA ***** • **********@*****.*** • 317-***-****

SARAH ROE

Customer Service Associate

Customer Service Associate with 5 years of guest-facing experience delivering high-touch service in hospitality and aviation. Drives repeat business through attentive relationship building and targeted upselling that increased beverage and dessert revenue by up to 25%. Aims to apply strong communication and organization to elevate customer satisfaction and retention. EMPLOYMENT HISTORY

VIP HOST Jul 2025 – Present

Private Member’s Club Richmond, VA

SERVER Jan 2024 – Mar 2025

Firebirds Wood Fired Grill Richmond, VA

FLIGHT ATTENDANT Oct 2022 – Dec 2023

United Airlines Dulles, VA

SERVER Aug 2021 – Oct 2022

The Walt Disney Company Orlando, FL

EDUCATION

BACHELOR OF LIBERAL STUDIES Aug 2016 – 2020

Indiana University Bloomington, IN

Major: Natural and Mathematical Sciences Minors: Marketing and Biology GPA: 3.5/4.0

Academic Honors and Awards

Greeted an average of 30+ guests per shift immediately upon entry into the VIP room and made wine and liquor suggestions for bottle service.

Exceeded all sales goals by up-selling premium liquors and appetizers, consistently increasing revenue by per month. Provided personalized service and anticipated guest’s needs, fostering repeat business from high-value clients. Utilized excellent communication and interpersonal skills to build rapport with guests, resulting in positive feedback scores. Efficiently anticipated guest’s needs by maintaining vigilant observation, ensuring prompt service during peak hours. Drove 15–20% growth in repeat clientele through personalized service and guest relationship-building Ranked top-performing server with highest per-person average in 3 of 5 quarters employed Executed high-touch service delivery maintaining composure during peak-volume dining periods Reinforced brand standards through meticulous attention to detail and proactive guest needs anticipation Generated up to 25% lift in dessert and beverage revenue via targeted upselling techniques Provide five-star level service for elite passengers in First and Business class. Prepared and served meals and drinks according to strict dietary restrictions. Ensure the safety, security, and comfort of up to 350 passengers. Manage all aspects of cabin operations on long-haul international flights. Situationally aware of safety and security protocols during all phases of flight. Provided magical, world-renowned customer service to a variety of guests including UHNW individuals. Assisted guests with dietary restrictions and allergies. Increased sales by using successful strategies to promote beverages and appetizers. Precisely described menu items and appropriately identified wine pairings. Maintained a calm and friendly demeanor in a fast-paced environment. Adapted to cultural differences while engaging with diverse audiences, ensuring inclusive experiences. Graduation with Distinction

Dean’s List: Fall 2017, Spring 2019

Mortar Board Senior Honor Society

2018

Anglo-American University Prague, Czech Republic

Fall 2018

COURSES

CERTIFICATE OF DEMONSTRATED PROFICIENCY

FAA

CERTIFICATION

CPR, First Aid, & AED response

SKILLS

Organization, Communication, Conflict Resolution, Time Management, Decision Making, Advanced Software Proficiency, Teamwork

ADDITIONAL INFORMATION

AWARDS

Five Keys Card

The Walt Disney Company 2022

INTERNSHIPS

SALES ASSOCIATE 2017 – May 2017

The Walt Disney Company Orlando

Provided exceptional guest service in a fast-paced, high-volume Disney World environment. Assisted guests with merchandise selection, purchases, product recommendations, and special requests. Operated POS systems and handled cash, credit card, and other payment transactions accurately. Maintained organized, visually appealing merchandise displays and well-stocked sales areas. Demonstrated strong knowledge of Disney products, promotions, attractions, and guest experiences. Anticipated guest needs and created personalized, memorable experiences through friendly and attentive service. Resolved guest questions and concerns professionally while maintaining a positive and welcoming attitude. Collaborated with team members to efficiently manage daily operations and deliver outstanding customer service. Followed company policies and safety standards while maintaining a clean and organized work environment. Supported inventory management, restocking, merchandise organization, and opening/closing procedures. Consistently demonstrated professionalism, reliability, flexibility, and strong communication skills.

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