Christopher Graham is seeking a new customer service role where he can utilize his skills and continue developing new abilities. He has over 10 years of experience in customer service roles at various retailers, including Fresh & Easy, Lee's Discount Liquor, Subway, and Circle K. His experience includes assisting customers, operating cash registers, stocking shelves, food preparation, and providing excellent customer service. He is self-motivated with management experience and a great attitude.
Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
Ensure the achievement of sales objectives on a monthly, quarterly and yearly basis and direct all Sales and Marketing initiatives for the hotel.
Preparations and definition of the Sales & Marketing Plan and manual for the department and participate in setting up the sales & marketing policies, trade Contracts, procedures and objectives.
Assign and instruct Rooms Division Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
Implemented yield management theories and Internet Booking Strategies to Improve the Hotel REVPAR.
Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services.
Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
Ensure the achievement of sales objectives on a monthly, quarterly and yearly basis and direct all Sales and Marketing initiatives for the hotel.
Preparations and definition of the Sales & Marketing Plan and manual for the department and participate in setting up the sales & marketing policies, trade Contracts, procedures and objectives.
Assign and instruct Rooms Division Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
Implemented yield management theories and Internet Booking Strategies to Improve the Hotel REVPAR.
Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services.
Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
1. Christopher Graham
824 Dulce Fountain Way, Henderson, NV 89015
(702) 305-8027 gggraham2122@yahoo.com
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Objective
To translate skills obtained from customer service roles while acquiring new talents and responsibilities.
Summary of Qualifications
Self motivated brand representative with management experience from well known companies. Extensive knowledge of customer
service, computer programs and POS systems, multi-tasking, and great attitude.
SUMMARY OF EXPERIENCE
Fresh and Easy Customer Assistant, Fresh & Easy, January 2015-June 2015
Supports store leadershipwithdrivinginitiatives anda positive team environment
Looksfor andcommunicateswaysto drive improvementforcustomersandteam
Drives sales, promotional,andotheropportunitiesto maximizecustomerserviceinalignmentwithcompany
expectationsby:
o Greetingcustomersinafriendlynaturalway to makethem feelwelcomed
o Understandingcustomersthroughdiscoveryin orderto find out what they needand want
o Engagingwithcustomersbytakingan interest in them,sharingproductknowledgetosellmerchandise
o Thankingallcustomersandshowingappreciationbyinviting them backandcreatingloyalty
Presents, rotates and date-checksproductstomaintaincompanyfreshnessstandards
Helpskeep shelves stockedwhilealsomaintainingbackroom standards
Effectively merchandisesandcreatesproductdisplays
Lee’s Discount Liquor Varied Dates and Company Roles from April 2007-February 2013
Assisting customersduringthecheckoutprocesswhileperformingallregisterfunctionsandmaintaining working
knowledgeofcustomerrewardprogram andupdatedpromotions
Understandthe terminologyof the businessandawarenessof technologychangesinproducts
Meetand exceededpersonal performance goalsthatare consistentwithcompanystandards
Reviewed and analyzed actionsat the endof eachday, week, monthandyear to determinehowtobetter implement
timeand plansmoreeffectively
Strengths include:timemanagement,trainingofstaff, overseeing performancewithinstoreto makeimprovements
andtake correctiveactionwhenneeded
Subway Sandwich Artist, March 2009-January 2010
Exhibiteda cheerfulandhelpfulmannerwhilegreetingguestsandexplainingmenuoptions
UsedPOS to recordorders,computeordertotal, accountsformoneyandinventory duringshift
Checkedandpreparedallitemsto healthandstore standards
Upheldcompanyvalues of safety, sanitationandimage
2. Liquor Outlet Cashier, August 2008-February 2009
Accuratelyhandledandpreparedtransactionsonregister,shift audits, safe deposits
Executedinventories,updatedand analyzed logisticsreports,replenishandvisually merchandisedwhenneeded
Provide excellentcustomerservicebyclientelingandspecialorderingitemsofinterest
Circle K Keyholder, October 2006-March 2007
Provided promptandcourteouscustomerservice
Handlingalltypes of store transactionsforCircleK’s productsandservices
Stockproducts,replenishfountaindispensaries,maintainattractivedisplays
Reportinventory, receivedeliveries
Red Robin Line Cook, June 2004-October 2004
Trainedextensivelyin companystandardoffood preparation:cutting,sautéing,broiling,frying and cookingvarious
mealssuchasmeats, fish, poultry, vegetables, soups, salads,etc.
Maintainedhealthstandards offood safety and cleanlinesswhilepreparinginatimelymanner
EDUCATION
Silverado High School Las Vegas, Nevada 2000-2004
CERTIFICATIONS AND LICENSES
Health Card
TAM Card
REFERENCES
Angela Lopez, 24/7 Talent (702) 305-6641
Dominic Gallegos, Lee’s Discount Lliquor (702) 272-3010
Marcus Smith, Famous Footwear (702)234-9019