Caroline Cassity
Pittsburgh
Summary
Hospitality professional with proven track record in delivering exceptional customer experiences. Adept at managing guest interactions, addressing concerns efficiently, and providing support to team. Known for reliability, adaptability, and focus on collaborative results.
Overview
8
8
years of professional experience
Work History
Guest Services Associate
Hilton Garden Inn Hotel
08.2024 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Implemented innovative strategies to improve overall guest experience by soliciting feedback from customers regularly.
- Gave information about area attractions and provided directions.
- Assisted guests with special requests to ensure a memorable stay and exceptional service.
- Handled phone calls professionally, directing callers to appropriate departments or providing information as needed.
- Provided timely assistance to guests, demonstrating superior customer service skills and attention to detail.
- Resolved guest complaints with professionalism, resulting in improved customer relations and repeat business.
Line Leader/Meat Slicer
Lewis Barbecue
01.2023 - 05.2024
- Trained new employees in proper usage of slicing equipment, ensuring adherence to safety protocols.
- Collaborated with team members to ensure smooth operations.
- Reduced waste by accurately weighing and packaging sliced meats according to customer orders.
- Maintained high-quality standards for sliced meats through regular inspection and monitoring of the slicing equipment.
- Continuously updated knowledge about new products and industry trends, staying informed about current market conditions.
- Contributed to increased revenue by upselling complementary items such as cheeses or condiments alongside sliced meats.
- Provided excellent customer service, promptly addressing concerns or issues related to meat slicing or order fulfillment.
- Encouraged a positive work atmosphere among team members through effective communication and cooperation strategies.
- Trained and monitored line associates to perform proper assembly techniques, apply best practices and comply with safety procedures.
Back of House Team Member
Rodney Scott's BBQ
02.2022 - 01.2023
- Helped maintain a clean and organized work area through diligent daily cleaning tasks such as sweeping, mopping, sanitizing surfaces, and washing dishes.
- Collaborated with Front of House team members during peak service hours to ensure accurate order fulfillment and prompt delivery to guests.
- Performed daily cleaning and maintenance tasks to keep kitchen clean and organized.
- Performed shift side work as necessary to maintain kitchen output during peak service times.
- Assisted with training new BOH staff members on established processes and goals.
- Supported the training of new employees by sharing expertise on kitchen equipment usage, safety protocols, and dish preparation techniques.
- Ensured a safe working environment by adhering to strict sanitation guidelines and promptly addressing any hazards or potential issues.
Patient Transporter
Roper Saint Francis Hospital
04.2021 - 02.2022
- Warmly greeted patients and visitors and made each feel welcome.
- Assisted in training new Patient Transporters on proper techniques, protocols, and company policies, ensuring consistent high-quality care throughout the team.
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
- Maintained cleanliness of transport equipment to minimize infection risk for patients and staff.
- Reduced patient anxiety during transport by maintaining open communication and answering questions.
- Ensured patient safety by properly positioning patients on stretchers, wheelchairs, and other transport equipment.
- Acted as an advocate for patients'' needs while being transported around the facility, ensuring their dignity was preserved at all times.
After-School Counselor
Charleston County School District
12.2019 - 03.2021
- Organized fun and educational activities to enhance students'' creative thinking and problem-solving skills.
- Enhanced student participation by incorporating interactive activities and group projects into the after-school program.
- Maintained accurate records on student attendance, performance, and behavioral issues for review by program administrators.
- Built productive, lasting connections with individual students.
- Managed a safe and inclusive environment, promoting respect and understanding among diverse groups of students.
- Counseled individuals and small groups of children, focusing on personal, social and emotional growth and development.
- Coordinated after-school activities contributing to individual student growth and development.
Server Assistant
Opal Restaurant and Bar
11.2016 - 12.2019
- Greeted customers warmly to provide exceptional customer service.
- Bussed tables between courses and load and unloaded trays to expedite tasks.
- Utilized strong multitasking abilities to manage multiple responsibilities effectively, ensuring a smooth flow of service during peak meal times.
- Maintained a clean and organized dining area by routinely sweeping floors, wiping surfaces, and removing trash.
- Delivered customer orders promptly and with attention to accuracy and satisfaction.
- Adapted quickly to changing circumstances, such as accommodating last-minute reservations or handling unexpected guest requests, demonstrating flexibility and professionalism under pressure.
- Maintained clean, safe and organized work environment to safeguard servers and patrons.
- Provided support during large events or private parties by setting up banquet areas according to specific requirements or themes.
- Consistently exceeded expectations in maintaining high standards of cleanliness throughout the restaurant during busy shifts.
Education
Associate of Applied Science - Human Services
Trident Technical College
Charleston, SCSkills
- Time management
- Hospitality services
- Issue resolution
- Multitasking proficiency
- Reservation management
- Front desk operations
- Oral and writing communication
- Hotel information
- Exceptional customer support
- Decision-making capacity
- Customer service
- Relationship building
Timeline
Guest Services Associate
Hilton Garden Inn Hotel
08.2024 - Current
Line Leader/Meat Slicer
Lewis Barbecue
01.2023 - 05.2024
Back of House Team Member
Rodney Scott's BBQ
02.2022 - 01.2023
Patient Transporter
Roper Saint Francis Hospital
04.2021 - 02.2022
After-School Counselor
Charleston County School District
12.2019 - 03.2021
Server Assistant
Opal Restaurant and Bar
11.2016 - 12.2019
Associate of Applied Science - Human Services
Trident Technical College
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