Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sharon Burris

Merrillville

Summary

Dynamic Front End Manager at Strack and VanTil with a proven track record in enhancing customer satisfaction and optimizing operations. Skilled in employee supervision and performance improvements, I fostered a culture of excellence while resolving complex issues and ensuring compliance with standards. Committed to delivering exceptional service and developing high-performing teams.

Overview

9
9
years of professional experience

Work History

Front End Manager/Hiring Manager

Strack and VanTil
09.2021 - Current
  • Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
  • Oversaw cashier operations, bookkeeping, and security.
  • Met with managers to discuss vacancies, applicant qualifications, and characteristics of top candidates.
  • Maintained excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.
  • Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Maintained strong customer relations and effective customer service standards.
  • Reduced wait times for customers by optimizing staff scheduling and improving employee productivity.
  • Evaluated employee performance and made recommendations for improvements.
  • Provided excellent customer service in all interactions, modeling desired behaviors for staff and fostering a culture of continuous improvement.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Determined required job seeker qualifications for potential interview by reviewing and evaluating resume and application information.
  • Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Associate

Aldi Foods
02.2020 - 08.2021
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Managed efficient cash register operations.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Monitored customers for signs of security concerns and escalated issues to management.
  • Performed cash, card, and check transactions to complete customer purchases.

Operations Supervisor

White Lodging - Residence Inn
05.2018 - 02.2020
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
  • Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Hired, managed, developed and trained staff, established and monitored goals

Team Lead Guest Service Reprsentative

White Lodging - Hampton Inn
03.2017 - 05.2018
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Guest Service Representative/Social Hour Attendant

White Lodging - Residence Inn
01.2017 - 03.2017
  • 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.

Guest Service Representative/Night Auditor

White Lodging - Radison Star Plaza
08.2016 - 12.2016
  • Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
  • 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.
  • Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
  • Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
  • Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
  • Updated guest accounts and processed payments accurately, safeguarding financial integrity.
  • Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
  • Conducted nightly audits to ensure financial accuracy, promoting transparency and trust.
  • Improved operational efficiency by streamlining audit processes, reducing time spent on nightly closures.

Education

Bachelor of Science - Hospitality Management

Purdue University
Hammond
12-2018

Skills

  • Customer service
  • Employee supervision
  • Staff supervision
  • Performance improvements
  • Administrative skills
  • Operations management

Timeline

Front End Manager/Hiring Manager

Strack and VanTil
09.2021 - Current

Associate

Aldi Foods
02.2020 - 08.2021

Operations Supervisor

White Lodging - Residence Inn
05.2018 - 02.2020

Team Lead Guest Service Reprsentative

White Lodging - Hampton Inn
03.2017 - 05.2018

Guest Service Representative/Social Hour Attendant

White Lodging - Residence Inn
01.2017 - 03.2017

Guest Service Representative/Night Auditor

White Lodging - Radison Star Plaza
08.2016 - 12.2016

Bachelor of Science - Hospitality Management

Purdue University

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Sharon Burris