Cynthia Gattie
Waynesville
Summary
Efficient and experienced hospitality professional with 10+ years of experience in guest services, event planning, and restaurant management. Proven track record in providing exceptional customer service, managing high-volume stores, and implementing efficient processes. Skilled in hospitality management, event planning, and guest services.
Experienced with coordinating retail operations and ensuring optimal customer experiences. Utilizes skills in inventory management and visual merchandising to create inviting shopping environment. Knowledge of team leadership and vendor collaboration to drive store success.
Overview
18
18
years of professional experience
Work History
Casino Services Representative
Harrah's Cherokee Casino Resort
Cherokee, NC
06.2025 - Current
- Delivered exceptional customer service to enhance guest experiences and satisfaction.
- Assisted patrons with inquiries regarding gaming rules, promotions, and services offered.
- Maintained knowledge of casino policies and procedures to ensure compliance and safety.
- Collaborated with team members to resolve customer issues efficiently and effectively.
- Conducted regular equipment inspections to identify potential malfunctions or necessary repairs.
- Supported fellow team members by stepping in to cover shifts or assist during peak hours when needed.
- Boosted casino reputation through consistently delivering friendly, efficient service even during high-stress situations.
Guest Service Agent/Night Auditor
The Swag
Waynesville, NC
07.2022 - 07.2024
- Performed night audit duties, including reconciling daily transactions, preparing reports, and ensuring accuracy of financial records
- Provided exceptional guest service during overnight shifts, addressing inquiries and resolving issues to ensure guest satisfaction
- Maintained security by monitoring access control systems and conducting regular patrols of the property
- Collaborated with other departments to coordinate guest requests and special accommodations
- Utilized property management system to process payments, update guest information, and manage room inventory
- Responded promptly to emergency situations such as fire alarms or medical incidents, following established protocols for guest safety
- Implemented efficient processes for handling late arrivals or early departures outside regular operating hours
- Collaborated with housekeeping staff to ensure timely delivery of requested amenities or services for guests
Customer Service Associate
Publix
Waynesville, NC
01.2019 - 07.2022
- Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction
- Maintained up-to-date knowledge of product features, pricing, promotions, and company policies to provide accurate information to customers
- Demonstrated strong product knowledge to assist customers with making informed purchasing decisions
- Assisted in training new team members on company policies, procedures, and best practices for delivering excellent customer service
Starbucks Licensed Store Manager
Ingles Markets
Waynesville, NC
03.2008 - 01.2019
- Managed daily operations of a high-volume Licensed Starbucks store, ensuring exceptional customer service and satisfaction
- Led a team of 15 baristas in delivering quality beverages and food items to customers in a fast-paced environment
- Implemented efficient inventory management system, reducing waste and improving cost control
- Developed and executed training programs for new hires, resulting in improved employee performance
- Collaborated with district manager to achieve sales targets through effective marketing strategies and promotions
- Maintained strict adherence to health and safety regulations, ensuring a clean and sanitary work environment at all times
- Resolved customer complaints promptly and effectively, striving to exceed expectations in every interaction
- Responsible for scheduling staff shifts, optimizing labor costs while meeting customer demand
- Conducted regular performance evaluations for team members, providing constructive feedback for growth and development opportunities
- Oversaw the implementation of new equipment/software/systems within the store
Assistant to the Inn keeper
Balsam Mountain Inn
Waynesville, NC
06.2009 - 06.2010
- Assisted in the day-to-day operations of a busy inn, ensuring smooth and efficient guest experiences
- Prepared and served breakfast for guests each morning, accommodating dietary restrictions and preferences
- Liaised with maintenance personnel to promptly address any repairs or maintenance needs within the inn premises
- Demonstrated excellent organizational skills by effectively managing multiple tasks simultaneously
- Assembled welcome packages for arriving guests containing relevant information about local attractions
Education
Technical Theatre Major
SUNY At Buffalo
Buffalo, NYTechnical Theatre Major
SUNY Purchase
Purchase, NYStage Management Internship
The Juilliard School
New York, NYSkills
Restaurant Management
Event Planning
POS
Serving Experience
Gift Shop Worker (10 years)
Hospitality management
Night audit
Hospitality
Hotel experience
Front desk
Gift shop coordinator (10 years)
Guest Services
Scheduling and staffing
Store layout planning
Customer engagement
Goal setting and achievement
Merchandise display
Promotional planning
Stock control
Cash control
Inventory and stocking
Sales reporting
Product sourcing
Organizational skills
Disclaimer
Authorized to work in the US for any employer
Timeline
Casino Services Representative
Harrah's Cherokee Casino Resort
06.2025 - Current
Guest Service Agent/Night Auditor
The Swag
07.2022 - 07.2024
Customer Service Associate
Publix
01.2019 - 07.2022
Assistant to the Inn keeper
Balsam Mountain Inn
06.2009 - 06.2010
Starbucks Licensed Store Manager
Ingles Markets
03.2008 - 01.2019
Technical Theatre Major
SUNY At Buffalo
Technical Theatre Major
SUNY Purchase
Stage Management Internship
The Juilliard School