Jessica Ring
Saint John ,New Brunswick
Summary
Experienced Guest Experience Manager with a strong background in delivering high-quality guest services in hospitality environments. Demonstrated ability to manage and train teams to ensure seamless operations and customer satisfaction. Skilled in problem-solving, communication, and organizational abilities that contribute to successful management and enhancement of overall guest experiences. Past roles have resulted in improved operational efficiencies and heightened levels of guest satisfaction. Results-driven recognized for productive and efficient task completion. Specialize in customer service management, operational improvement, and team leadership to elevate guest satisfaction levels. Excel in communication, problem-solving, and adaptability, ensuring positive outcomes in diverse hospitality settings.
Overview
4
4
years of professional experience
Work History
Guest Experience Manager
Montana's BBQ & Bar
Saint John , New Brunswick
07.2021 - Current
- Conducted regular training sessions for staff members on the importance of providing exceptional customer service.
- Responded promptly to all inquiries from guests regarding products or services offered by the company.
- Established clear goals for team members in regards to improving the overall guest experience.
- Investigated escalated complaints from guests and took appropriate action when necessary.
- Monitored the performance of team members to ensure they are meeting customer service standards.
- Implemented strategies aimed at enhancing the overall quality of customer service provided by staff members.
- Developed and implemented customer service policies and procedures to ensure superior guest experience.
- Provided guidance, support, and coaching to team members in order to improve their customer service skills.
- Drafted proposals outlining new initiatives aimed at increasing efficiency in delivering a superior guest experience.
- Identified potential risks that could negatively impact the quality of service delivered by staff members.
- Created a system to track guest feedback and complaints in order to identify areas of improvement.
- Responded to guests, including email, telephone, and in-person inquiries.
- Ensured compliance with all local health department regulations, including sanitation standards, labeling requirements, and pest control activities.
- Ordered supplies as needed while adhering to budget constraints set by management.
- Assisted in the development and implementation of food safety policies and procedures.
- Handled customer complaints regarding food quality or service promptly and professionally.
- Supervised daily operations of the kitchen staff to ensure efficient workflow.
- Conducted regular inspections of equipment and facilities to ensure cleanliness and safety standards were met.
- Monitored staff performance, providing regular feedback and conducting performance evaluations.
- Managed customer feedback, resolving complaints and implementing improvements based on suggestions.
- Developed training materials and operational manuals for food service staff.
- Maintained operations in full compliance with alcohol service standards and legal requirements to prevent incidents of overserving or underage drinking.
- Ensured compliance with all local, state, and federal regulations regarding food preparation and safety.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Trained new employees to perform duties.
- Coached staff on strategies to enhance performance and improve customer relations.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Monitored the temperature of all food storage areas to ensure proper cooling and freezing temperatures were maintained.
- Managed inventory levels to minimize waste and maximize cost savings.
- Trained new employees on company policies, procedures, and safety regulations.
- Provided training on safe food handling practices for new employees.
- Reviewed employee performance evaluations periodically throughout the year.
- Resolved customer complaints in a professional manner while adhering to company policies.
- Interviewed potential candidates for open positions within the kitchen staff.
Education
High School Diploma -
Harbour View High School
Saint John 05-1995
Skills
- Customer service
- Employee training
- Guest feedback management
- Complaint resolution
- Team building
- Brand representation
- Hospitality and service industry background
- Guest recovery
- Administrative support
- Guest relations
- Team performance monitoring
References
References available upon request.
Timeline
Guest Experience Manager
Montana's BBQ & Bar
07.2021 - Current
High School Diploma -
Harbour View High School