Sophia Guevara
Kiama ,NSW
Summary
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organisational skills. Clear understanding of exceptional customer service and is highly motivated to learn, grow and excel.
Overview
7
7
years of professional experience
Work History
Guest Service Agent
Nova Kiama
Kiama, NSW
08.2020 - Current
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Front of House Supervisor
Nardi's Italian Restaurant
Shellharbour, NSW
03.2018 - 03.2021
- Initiated server side-work chart rotation to promote solidarity and standard of cleanliness.
- Managed inventory through effectively ordering and stocking uniforms, linens, beverages and front of house supplies.
- Drove excellent customer service through coaching, role modeling and incorporating customer feedback to reinforce and improve quality of service.
- Supervised staff of 5-10 through motivational coaching and effective training programs for service and sales techniques.
- Controlled cash and credit receipts by adhering to cash handling and reconciliation procedures to comply with company policies and procedures.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Managed day-to-day FOH operations to drive quality, standards and meet customer expectations.
Barista
Saltwater Kiama
Kiama , NSW
03.2019 - 04.2020
- Recommended products based on solid understanding of individual customer needs and preferences.
- Maintained supply levels in counter and customer areas to meet typical demands.
- Learned every menu preparation and numerous off-label drinks to meet all customer needs.
- Cultivated ability to recall customers' names and regular orders.
- Pleasantly interacted with customers during busy periods to a promote fun, positive environment.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
Cafe Worker
Jones Beach Cafe
Kiama , NSW
01.2017 - 12.2018
- Maintained clean and organised appearance for all cafe areas to attract and retain customers.
- Produced food and drink products that adhered to company quality and quantity standards.
- Fulfilled customer orders timely and efficiently.
- Exceeded customer expectations by providing welcoming environment and prompt and friendly service to people of diverse backgrounds.
Education
No Degree - Psychology
University of Wollongong
Wollongong, NSWHigh School Diploma -
St Mary's Star of The Sea
Wollongong, NSW11.2016
Skills
- Office Support
- Problem Anticipation and Resolution
- Reservations Management
- Originality and Creativity
- Computer literature with proficient knowledge of Microsoft Excell, Word and PowerPoint
- Ability to establish a positive relationship with customers and respond to their complaints and requests
- Initiative to accomplish goals and work independently
- Commitment and motivation for pursuing goals and projects
- Competence and understanding of numerical data graphs
Timeline
Guest Service Agent
Nova Kiama
08.2020 - Current
Barista
Saltwater Kiama
03.2019 - 04.2020
Front of House Supervisor
Nardi's Italian Restaurant
03.2018 - 03.2021
Cafe Worker
Jones Beach Cafe
01.2017 - 12.2018
No Degree - Psychology
University of Wollongong
High School Diploma -
St Mary's Star of The Sea