Tori Mcpherson
Kingston
Summary
Personable and dedicated customer service representative with extensive experience in the Hospitality industry. solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for cultivating partnerships and growing businesses. Diligent Hospitality Worker with great people skills. Dedicated to providing guests with best-in-class service and elevating reputation of establishment. Equipped to reliably meet standards and go above requirements to help team members with wide-ranging hospitality needs.
Overview
6
6
years of professional experience
1
1
Certification
Work History
CUSTOMER RELATION OFFICER
Dennis Shipping LTD
Kingston, KNG
02.2022 - Current
- Handle incoming walk-in customers, phone calls, appointments, and customer messages.
- Address customers’ needs and concerns efficiently and effectively to turn unhappy customers into returning guests.
- Build rapport and establish good relationships with customers to ensure customer retention.
- Promote and up-sell products, services, and packages to maximize sales opportunities where necessary.
- Provide constructive feedback on sales, the effectiveness of promotions, customers, product and service launches, as well as store activities and trends.
- Deliver product knowledge to customers through effective communication to increase consumer understanding and product sales.
- Other administrative ad-hoc duties where necessary.
- I consult with customers to resolve service and billing issues.
- maximized customer satisfaction by handling customer email and telephone interactions.
- upheld quality control policies and procedures to increase customer satisfaction.
- upheld privacy and security requirements for customer information.
FRONT DESK AGENT
KENNEBUNK, RESORT
Dock Square, Kennebunkport, ME
05.2021 - 09.2021
- Manage online, phone, and in-person room reservations.
- Welcome guests, check them in, distribute room keys, and explain the hotel’s amenities.
- Take payments from customers.
- Respond to guests’ issues and complaints in a friendly, timely manner.
- Explain local amenities and attractions to guests.
- Work with other staff members to ensure that all guest rooms meet hotel standards and accommodate any special client needs
- Assist customers with planning special events such as weddings and business conferences.
- enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns, and developing creative solutions to guest concerns.
- wrote and maintained incident reports, daily activity logs, and other documents as requested by management.
- Collaborated with the internal team to prioritize and complete guest check-in and check-out and deliver amenities.
- Arrange specialized services for VIP customers.
- Greeted incoming guests warmly, issued room keys, and shared information on policies and amenities.
Laundry Attendant
Holiday Inn
Custer, SD
05.2019 - 09.2019
- Loaded and unloaded washers and dryers, observing correct operating instructions.
- Folded clean laundry and placed it into stacks in specified areas for distribution.
- loaded carts with clean linen to transport to designated storage areas.
- Unloaded and fold clean laundry from dryers and stored in appropriate areas.
- assisted with additional housekeeping tasks during staffing shortages.
- Set dryers at appropriate drying times and settings by taking into account fabric type and load size.
- coordinated with housekeeping to meet laundry needs by preparing appropriate quantities.
- Moved loads between machines, operated ironing equipment, and folded laundered items.
- Disinfected equipment and supplies, using germicides and steam-operated sterilizers.
- Received and marked articles for laundry, identifying code numbers or names, using hand or machine markers.
- Inspected laundry for damage or stains to repair or pre-treat.FG
HOST /EXSPO
BULGIN BULL RESTAURANT AND SPORTS BAR
Rushmore, Custer, United States
05.2019 - 09.2019
- As a host, I was to be polite and helpful and happy to smile to welcome guests, thank them for coming, and invite them back to help teammates.
- Ensure prepared, garnished, and clean plates of hot and cold food are promptly completed according to ticket specifications and delivered to our guests.
- Communication Link between Kitchen and Service Team
- Menu knowledge and strong communication skills ability to carry trays and/or assist in taking food to guests; keeping the service area clean and organized.
- collaborated with the front-of-house staff to move tables and adjust the seating to accommodate customers.
- resolved customer service and food-related issues to maintain guest satisfaction.
- I greeted guests and gathered information to seat groups or place them on the waitlist.
- answered the telephone to provide dining information and take reservations.
- Cleaned and restocked counter areas, replenished cash drawer and checked server supplies to facilitate operations.
Filling Clerk
Plexus Ltd
Kingston, KNG
06.2017 - 08.2017
- added new material to file records or create new records.
- Classified information into chronological, alphabetical, or numerical order.
- input data into computer systems to support document and information retrieval.
- placed materials into storage receptacles according to classification and identification information.
- Sorted or classified information according to content, purpose, or user criteria.
Education
Bachelor of Science - Tourism, Hospitality and Entertainment
EXCELCIOR COMMUNITY COLLEGE
true04.2023
Associate of Science - Tourism, Hospitality and Entertainment
Excelsior Community College
KINGSTON,JAMAICA01.2021
High School Diploma - Business & IT
DUNOON PARK TECHNICAL HIGH
KINGSTON JAMAICA 01.2018
City & Guilds - Accounting Technology And Bookkeeping
DUNOON PARK TECHNICAL HIGH
KINSTION JAMAICA05.2017
City & Guilds - Customer Service
DUNOON PARK TECHNICAL
KINGSTON JAMAICA 01.2017
Skills
- Quality Control
- Office Equipment Proficiency
- High-Energy Attitude
- Problem-Solving Abilities
- Sales Expertise
- Shipping and Receiving Understanding
- Team member motivation
- Lobby Maintenance
- Computer Skills
- Food Preparation
- Guest Relations
- Health Code Compliance
- Effective customer upselling
- Active Listening
- Guest Registration
- Teamwork and collaboration
- Problem-Solving
- Guest Message Transmission
- Customer Service
- Phone and email etiquette
- Team Management
Accomplishments
- Certifications: CXC (Caribbean Examinations Council)
- Electronic Document Preparation and Management II
- English Language III
- Office Administration III
- Information Technology III
- Principles of Business III
Certification
CXC (Caribbean Examinations Council) Electronic Document Preparation and Management II English Language III Office Administration III Information Technology III Principles of Business III Languages & Levels: (e.g., Beginner, Intermediate, Fluent, Bi-lingual, Native) Fluent in English
Interests
Activities and interests: listening to audiobooks, yoga, photography, and video editing Photography and cooking
Timeline
CUSTOMER RELATION OFFICER
Dennis Shipping LTD
02.2022 - Current
FRONT DESK AGENT
KENNEBUNK, RESORT
05.2021 - 09.2021
Laundry Attendant
Holiday Inn
05.2019 - 09.2019
HOST /EXSPO
BULGIN BULL RESTAURANT AND SPORTS BAR
05.2019 - 09.2019
Filling Clerk
Plexus Ltd
06.2017 - 08.2017
Bachelor of Science - Tourism, Hospitality and Entertainment
EXCELCIOR COMMUNITY COLLEGE
Associate of Science - Tourism, Hospitality and Entertainment
Excelsior Community College
High School Diploma - Business & IT
DUNOON PARK TECHNICAL HIGH
City & Guilds - Accounting Technology And Bookkeeping
DUNOON PARK TECHNICAL HIGH
City & Guilds - Customer Service
DUNOON PARK TECHNICAL
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