Alesia Emment

This role focuses on ensuring all customers leave with the best hotel experience and look forward to booking their next stay with us. Role modeling and training/supporting other team members on being actively engaged and social with our customers ensures exceptional service standards are exceeded each time.

• Perform as a professional, energetic, and positive representative as a face of the hotel. This is evident based on management feedback as being a "light" at the front desk, and it is evident through the 30+ online reviews from guests for going above and beyond.
• Multi-tasking throughout the day .- Answering e-mails, phone calls, and connecting with team-members from multiple departments, while also aiding guests in whatever they may need.
• Collaborate with department leads, multi task and check in with team members to ensure guests receive exceptional customer service.
• Act as an interim front desk manager, supporting team members in problem resolution and escalation.
• Train and onboard all new front desk employees on systems and customer service excellence
• High efficiency, accuracy and speed in processing guest check in/out while actively engaging with them.
• Proactively address potential booking errors and resolve customer concerns to offer a seamless stay.
• Aid sales in making reservations and making rooming lists for large groups, while following up with housekeeping to ensure rooms and amenities are set up in time for arrival.
• Fulfill similar roles and responsibilities as concierge when needed. Well versed in local tourism/events and provide recommendations to customers on events, restaurants and sites to visit in the local area.
• Proficient in all night audit processes and procedures.
• Comprehensive knowledge of Hilton operating program and back office.
• Active and contributing member of the hotel social and safety committees.

This role involves lots of multitasking and fast-paced action. Our restaurant is small, so we rely on each other to help fill in for others when they're not around. I do everything from seating guests, running food, making drinks, and bussing tables.

• Provide exceptional service to a high volume of daily customers.
• Developed rapport with guests, and assisted in generating repeat business by providing exceptional customer service.
• Communicated effectively with kitchen staff regarding customer allergies or special requests.
• Handle money transactions accurately while following company procedures for handling cash payments.
• Check with guests to get feedback on the food served, resolve issues, bring additional items, and refill beverages.
• Set up tables in between patrons to reduce wait times.

I am responsible for the daily set up of the store when running the opening shift. This includes all morning responsibilities to ready the store for business and associated operations and prioritization. I am frequently left alone to work and run the store at this location.

I Manage all customer requests, daily tasks, and workload.

• Train new employees on store needs and how to merchandise while managing in store and online customers.
• Manage Uber eats and other online food ordering systems to ensure the availability of products are up to date for online customers.
• Ensure accuracy of pricing and all inventory.
• Inventory control and receipt of all new stock.
• Replenish and merchandise stock daily.
• Work to a fast pace to ensure all new stock received is well placed to maintain merchandising standards and maximize sales opportunities.
• Manage all day-to-day aspects of running the store.
• Daily cash counts and reconciliation at start and end of all shifts.
• Manage incoming communication via phone or email and ensure relevant information is passed to the owners.
• Maintain current and up to date product knowledge.
• Delivery of exceptional customer service including offering alternatives for any items out of stock or not available.

The role and functions I perform on the job vary based on the needs of the business, and as a result I demonstrate the capability to be flexible in what needs to be done daily.

Shipping/Receiving: April 2019 to February 2021:

• Organize and motivate shift crew to meet and exceed processing KPIs.
• Manage break scheduling.
• Maintain high standards around back stockroom organization and cleanliness.
• Inventory management and ensure stock has a quick turnaround to the sales floor to realize revenue impact.
• Train others on the current processes in the back stockroom.
• Subject Matter Expert (SME) for all back-stockroom questions.

What I most enjoy about this role is the rapid work pace and collaborating with others to create a positive and productive work environment.

Customer Service: March 2018-April 2019:

• When on cash, I demonstrate friendliness, patience and empathy with customers and offer suggestions where appropriate.
• Process efficient, quick, and accurate transactions
• Strong understanding of the financial expectations of the store and impact repeat customers have on the business.
• Award recipient for signing up the most customers to our Rewards loyalty program. A regular part of this role is multi-tasking.
• This includes fielding customer calls and requests on the floor, redirecting customers to the right department and being flexible in what is needed at the time.
• One of the most enjoyable aspects of this role was being able to collaborate with customers and offer them suggestions.

Customer Service/Cash This role involved multi functions from customer service to processing transactions and stock replenishment

• Diligence to ensure all items and transactions are entered accurately
• Excellent customer service delivery with each client regardless of how busy it is
• Demonstrate patience and understanding with customers when particularly busy in store
• Utilize effective communication skills, allowing me to put customers at ease while demonstrating empathy and understanding for any wait time they may have
• Develop excellent rapport with new and repeat customers
• Restocking, merchandising, and ensuring visual presentation standards and expectations are met
• Initiative with stock placement on the sales floor and ensuring work area is clean and organized
• Training of new hires and ensuring visual presentation standards are communicated to all
• To go the extra mile, I am always willing to assist customers with their purchases out to their vehicle when possible
• Part of my job on the sales floor also includes restocking and merchandising.