Jessica M. Ferron

• Oversee front desk operations with keen eye for resorts reputation, staff productivity and operational efficiency.
• Confirm arrival and departure dates and times for guests.
• Check guests in and out hotel and collect room deposits, fees and payments.
• Communicate resorts policies and procedures to guests upon check-in. Collect signatures on required paperwork confirming all reservation details and acknowledging policies and procedures.
• Book walk in reservations according to company policies.
• Report any facility and/or room maintenance problems to appropriate personnel for immediate remediation.
• Perform loss prevention tasks to avoid theft by maintaining alertness and following company protocols and policies.
• Continuously communicate with private dining, housekeeping, maintenance and security to meet all guest needs at any given time.
• Create lasting relationships and forge genuine connection with guests that build loyalty and drive repeat hotel revenue.
• Resolve any guest issues regarding rooms and/or reservations with knowledgeable and friendly service.
• Maintain transaction security by verifying payment cards against identification at guest check in time.
• Manage cash flows, audit tills and receipts and uphold store policies to increase resort profits.
• Conduct financial audits on scheduled basis.
• Perform concierge services for guests when needed.
• Run vital reports detailing daily guest numbers, accounting expenses, income, room service usage, etc.
• Complete guest reservation prep work prior to their arrival date.
• Maintain guest authorizations and spending limits while checked in to resort.
• Balance hotel accounts at end of day.
• Maintain current knowledge of nightlife, wineries, local dining establishments and historic sites to share with hotel guests.
• Resolve complaints regarding housekeeping and room service.
• Provide information about area attractions and directions.

• Set up garden and tasting house for daily wine tastings and promoted special offerings.
• Maintained consistent training and knowledge on all available wines to maximize revenue and maintain stellar reputation for service.
• Provided informed wine suggestions to tasting room guests based on their listed tastes and preferences.
• Implemented new promotional strategies, dramatically increasing business.
• Inventoried retail shop supplies regularly to quickly identify supply shortages and detect problems such as theft.
• Poured wines according to quality and service standards.
• Maintained tasting room retail area and created merchandise displays.
• Opened, shelved and merchandised new products in visually appealing and organized displays in retail shop for optimal sales promotions .
• Managed efficient cash register operations.
• Processed accurate credit, debit, check and cash sales transactions on daily basis.
• Stocked merchandise, clearly labeling items and arranging according to size or color.
• Provided exceptional services and pleasant shopping experiences to retail customers.
• Built customer loyalty and retention by delivering excellent tasting experiences.
• Lead various group tastings independently. Minimum: 1 person - Maximum: 45 persons.
• Created inviting environment for guests by maintaining store organization and cleanliness.
• Managed tasting room inventory.
• Handled questions and concerns skillfully and redirected customers toward higher profit items to increase sales revenue.
• Checked guests' identification before serving alcoholic beverages.
• Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
• Moved and set up seating, prepared extra glassware prior to each working day, based on number of expected customers.
• Increased sales significantly by upselling higher-end products to customers.
• Shared knowledge of available wines, enabling customers to make personal decisions based on taste and interest.
• Monitored customers for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
• Printed wine tasting and retail checks with total due, collected payment and offered receipts to complete transactions.

• Developed and actualized customer service initiatives to decrease wait times.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded to over 200 customer calls and emails to answer questions about products and services on daily basis.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Offered technical support for clients on wide range of company products.
• Informed customers about special promotions and provided detailed information for various products.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Carried out day-to-day duties accurately and efficiently.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Participated in team-building activities to enhance working relationships.
• Collaborated with co-workers to enhance customer service experience and exceed team goals through effective client satisfaction rates.

• Slid beds, sofas and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
• Disposed of trash and recyclables each day to avoid waste buildup in guest rooms. Returned emptied garbage receptacles to proper locations.
• Replenished guest room water glasses, toiletries and paper products.
• Changed bed linens and collected soiled linens for cleaning.
• Successfully turned over 30 guest rooms per day, independently.
• Maintained linen cart so that it was neat and organized.
• Used chemicals by following safety protocols and procedures to avoid burns and injuries.
• Responded to requests from guests for linens and toiletries.
• Maintained inventory of items that were placed in each guest room.
• Performed spot-cleaning on furniture stains.
• Hand-dusted and wiped down office furniture, fixtures and window sills to keep areas clean and comfortable.
• Dusted picture frames and wall hangings with cloth.
• Vacuumed rugs and carpeted areas in guest rooms and hallways.
• Disinfected and mopped guest room bathrooms to keep facilities sanitary and clean.

Positions Held: Front of House Crew Member, Drive Thru Crew, Crew Trainer and Guest Service/Experience Lead

Front of House Crew Member, Drive Thru Crew:

• Greeted customers promptly and accurately documented customer orders and conveyed special requests to kitchen staff.
• Kept drawer balanced by accurately processing cash, credit and debit payments. Made change and returned correct cash and coin to customers.
• Examined trays to check contents for required items and complete orders.
• Kept pastry and dessert case stocked and ascetically arranged with fresh selections.
• Prepared frozen specialty beverages and ice cream products.
• Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.
• Brewed coffee and tea and changed out drink station syrups.
• Assisted with preparing salads and cold food items.
• Performed shift change tasks each day to keep store neat and running smoothly.
• Listened attentively to customer complaints or requests and resolved issues, escalating to management if necessary.
• Endorsed products by making recommendations and promoting specials, increasing daily sales on Drive Thru PA System.
• Moved and stocked food products and miscellaneous stock items.
• Cleaned counter surfaces, dining areas and food preparation areas for maximum health, safety and customer satisfaction.
• Delivered complete food orders to guests and confirmed customer satisfaction with completed order.
• Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.

Crew Trainer:

• Preformed all duties of Front of House/Drive Thru Crew Member. Additionally;
• Maintained current knowledge of all team position requirements.
• Delivered in-depth training to new workers in food preparation and customer-facing roles to promote strong team performance.
• Mentored employees to improve performance, food safety and customer service.
• Set positive example for team members by providing high-quality, efficient service.
• Successfully trained and mentored 25+ new personnel hired to fulfill various roles in restaurant.

Guest Experience Service/Experience Lead

(All the above plus...)

• Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
• Collaborated with all departments to coordinate unforgettable experiences and retain customer satisfaction.
• Greeted customers at door to build rapport, make suggestions and offer assistance when needed.
• Delivered special orders to waiting vehicles and tables to promote specialized service.
• Suggested complementary items to orders to boost sales.
• Provided support to crew members, facilitating quick food preparation and delivery.