Abigail Thomas
Leland,NC
Summary
Professional with extensive experience in guest services, possessing strong interpersonal and communication skills. Known for reliability, flexibility, and collaborative approach to achieving results. Skilled in managing front desk operations, resolving guest inquiries, and ensuring positive visitor experience. Recognized for adaptability and proactive attitude in dynamic environments. Teamwork and bettering overall image of company with personal image and work environment is the forefront of each experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest Services Receptionist
Moxie Salon and Skincare
09.2024 - Current
- Played an integral role in improving overall salon ratings by consistently providing exceptional service and addressing guest needs promptly.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Promoted a positive work environment by collaborating effectively with colleagues from diverse backgrounds.
- Collaborated with housekeeping and maintenance teams to address guest concerns and maintain room quality standards.
- Kept a routine run of stylist's' number for retail and overall company numbers.
- Did weekly inventory for front of salon and backbar products.
- Communicated issues and concerns with owners in a timely manner of happening whether that involve our guests, stylists, or both.
- Increased revenue by upselling additional services such as blowout packages or skincare memberships at time of checkout.
- Handled high-pressure situations with professionalism, resolving guest complaints diplomatically and maintaining customer loyalty.
- Trained new staff members in customer service techniques and salon operations.
- Kept accounts in balance and ran daily reports to verify totals.
Guest Service Representative
North Carolina Battleship
08.2023 - 09.2024
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Streamlined check-in processes for increased efficiency and guest convenience.
Management Trainee
Ultratan
02.2021 - 08.2023
- Improved management skills by participating in rigorous training programs and workshops.
- Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
- Gained knowledge of company policies, protocols and processes.
- Acted with integrity, honesty, and knowledge to promote culture of company.
- Showcased strong organizational skills by effectively managing multiple projects and tasks simultaneously, meeting all deadlines, and maintaining a high level of performance under pressure.
- Built lasting relationships with clients through exceptional service delivery, fostering loyalty and repeat business opportunities.
- Assisted with onboarding of new employees by providing training and development resources.
- Handled day-to-day customer or client questions via telephone or email.
- Boosted sales performance by designing and implementing rigorous training program for sales team.
Assistant Manager
European Wax Center
08.2022 - 07.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Oversaw daily operations to maintain store cleanliness and organization.
- Led bi-weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
Education
Associate of Applied Science - Cosmetology
Cape Fear Community College
Wilmington, NC05-2025
High School Diploma -
Cape Fear High School
Fayetteville, NC05-2021
Skills
- Patience and tolerance
- Upselling services
- Guest relations
- Complaint handling
- Administrative tasks
- Basic accounting
- Teamwork and collaboration
- Problem-solving skills
- Attention to detail
- Multitasking
- Front desk operations
- Reliability
- Policy implementation
Accomplishments
- Supervised team of 15 staff members.
- Collaborated with team of 4 in the development of opening a second location of EWC in Wilmington.
- Work diligently with my team for a smooth transition with Ultratan was bought out by Palm Beach Tan.
Certification
- Certified Tanning Technician, Ultratan & Palm Beach Tan - 2021-2024
Timeline
Guest Services Receptionist
Moxie Salon and Skincare
09.2024 - Current
Guest Service Representative
North Carolina Battleship
08.2023 - 09.2024
Assistant Manager
European Wax Center
08.2022 - 07.2023
Management Trainee
Ultratan
02.2021 - 08.2023
Associate of Applied Science - Cosmetology
Cape Fear Community College
High School Diploma -
Cape Fear High School
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