Frankie

Energetic and results-driven hospitality professional with over 15 years of hands-on experience in guest services, team leadership, and high-volume retail operations. Proven track record of elevating guest satisfaction scores, optimizing shift workflows, and managing precise financial transactions. Currently advancing industry expertise through a degree in Hospitality, Restaurant, and Tourism Management at UW-Stout to deliver top-tier operational leadership.

Hotel Front Desk Agent at Marriott Milwaukee Downtown (2021-01 – Present)

• Managed front-of-house operations, executing seamless guest check-ins, check-outs, and room assignments using Marriott's property management software.
• Resolved guest complaints and accommodation requests swiftly, maintaining a calm, empathetic demeanor to maximize brand loyalty and property satisfaction scores.
• Coordinated closely with housekeeping and maintenance departments to ensure real-time room readiness and resolve property maintenance requests.
• Audited daily room revenue, processed secure credit transactions, and managed phone and digital reservations with strict accuracy.

Shift Manager at McDonald's (2017-01 – 2021-01)

• Directed daily shift operations, supervising and scheduling a team of 10+ crew members to ensure maximum speed of service and guest satisfaction.
• Enforced strict food safety, cleanliness, and quality control standards across kitchen and service areas during high-volume dayparts.
• Handled end-of-day cash drops, safe audits, and register reconciliations, ensuring 100% financial accountability.
• Mentored and trained new hires on point-of-sale (POS) systems, customer service protocols, and conflict resolution techniques.

Shift Manager at Wendy's (2014-01 – 2017-01)

• Supervised front counter and drive-thru operations, tracking service times to meet and exceed strict corporate speed-of-service targets.
• Managed daily inventory levels, tracked food waste, and assisted the General Manager with ordering supplies to control food costs.
• Resolved customer service issues on the floor immediately, ensuring a positive experience for every guest.

Cashier / Customer Service Associate at Kohl's (2008-01 – 2014-01)

• Operated high-volume POS cash registers, processing retail transactions, returns, and exchanges efficiently while maintaining exact cash drawer accuracy.
• Welcomed guests warmly, answered product and policy inquiries, and resolved billing discrepancies with an focus on customer retention.
• Consistently met and exceeded store goals for Kohl's Charge card sign-ups and promotional loyalty program rewards.
• Assisted with floor merchandising, inventory replenishment, and front-end organization during major holiday sales events.

Bachelor of Science in Hospitality, Restaurant, and Tourism Management – University of Wisconsin-Stout