Customer Experience and Multi-Unit Operations Leader

Support guest-service standards and daily operations across 11 food-and-beverage outlets, including restaurants, cafes, poolside service, counter service, and in-room dining. Coordinate outlet readiness, staffing coverage, labor reporting, payroll and finance follow-up, inventory, and daily operational needs with department leaders.

Lead monthly service training for frontline teams of 15 to 25 employees per outlet and reinforce service expectations through coaching, SOPs, checklists, and team communication. Handle escalated guest concerns, document incidents, review Oracle/POS activity and end-of-shift reports, and investigate suspicious transactions and cash-handling concerns when required.

Led daily frontline restaurant operations, employee scheduling, and team performance in a fast-paced quick-service restaurant environment.

Trained and coached employees while developing SOPs for POS procedures, cash handling, operational safety, and customer-service expectations.

Supervised cashier and front-end operations to support efficient checkout service and a professional customer experience.

Coached cashiers, addressed customer concerns, reconciled cash drawers, and documented discrepancies in accordance with operating procedures.

Coordinated staff schedules and monitored shift performance while reinforcing company policies and service expectations.

Conducted cash and inventory checks, investigated discrepancies, and followed established procedures to support operational integrity.

Delivered attentive resort beverage service by greeting guests, taking and recommending orders, and responding promptly to guest needs.

Processed payments accurately, maintained a clean service area, and followed food-safety and responsible-service requirements.

Supervised cashier activities, monitored POS transactions, and reconciled drawers to support accurate and efficient service.

Resolved customer conflicts professionally and reinforced company policies and service expectations with the cashier team.

Associate of Arts in Law, in progress.