Ashlyn Kerns
Kansas City
Summary
Hospitality professional with extensive experience in guest services including, but not limited to, restaurant and hotel work. Proven ability to handle guest inquires, questions, concerns efficiently while maintaining a positive, fun and professional environment and attitude. Reliable, loyal team player with notable skills and strengths consisting of adaptability, collaboration, efficiency and communication.
Overview
5
5
years of professional experience
Work History
Front Desk Agent
Davidson Hotels & Resorts
08.2025 - Current
- Processed guest check-ins and check-outs efficiently
- Upon check-out ensured accurate billing and payment processing
- Collaborated with housekeeping and maintenance teams to ensure timely room availability for incoming guests as well as positive experiences for in-house guests
- Collaborated with sales and accounting departments to prepare rooms for showings, organize large group stays, ensure certain parties or groups receive specific payment plans or welcome items
- Communicated heavily with our hotel's restaurant team to help filter reservations, transfer calls to specific people, answer guests questions about menus, hours, events
- Provided information on local attractions and services, transportation needs, restaurants
- Welcomed each new arrival pleasantly, always confirming identification as well as gave warm goodbyes, consistently developing rapport with each and every guest
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty and ensure their stays are to their standard and satisfaction, always trying to exceed expectations
- Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards
- Balanced daily cash drawer accurately, minimizing discrepancies and ensuring proper accounting procedures were followed
- Maintained strict confidentiality regarding sensitive guest information as per company policy guidelines
- Multitasked efficiently answering phone calls, conversing with, and responding to guests in person and via an online communication platform/portal, responding to emails or messages from colleagues or other departments
- Stowed luggage, often very heavy luggage, in a specific and secure location for guests ensuring they were given a specific claim tag and that their belongings were properly labeled and identifiable
Cashier
Jack Stack Barbeque
08.2022 - Current
- Took to-go orders over the phone as well as in person
- Bagged to-go orders, often times very large orders (hundreds-thousands of dollars worth) maintaining accuracy to ensure guest satisfaction and loyalty
- Ran orders outside to cars, carried heavy boxes and bags to guests
- Assisted in maintaining cleanliness and organization of work areas.
- Provided exceptional customer service, addressing inquiries and resolving any food or service-related issues promptly
- Performed many tasks unrelated directly to to-go orders such as: sauce portioning, food wrapping/storing, counting tips and maintaining a balanced cash drawer, processing check outs and cash drops on the register, portioning prepared desserts, dressings, sauces, pickles and restocking items like bags, sodas, menus, napkins, utensils (often carrying heavy boxes and unloading from freight elevator)
- Trained new staff on cash handling procedures and customer service protocols as well as various aforementioned 'side' tasks
- Monitored inventory levels, reporting discrepancies to management when needed or just restocking otherwise
- Implemented strategies to improve checkout speed and reduce wait times for guests
- Maintained compliance with health and safety regulations in food service operations
- Greeted customers entering and exiting restaurant
- Worked flexible schedule and extra shifts to meet business needs, always trying to help out when I can and often working over time, always working each holiday
- Built relationships with guests to encourage repeat business and over time even friendships
- Adapted quickly to new technologies implemented at POS systems and phones, ensuring seamless transition periods for both staff and guests
- Encouraged customers to make additional purchases by highlighting current deals and promotions
Barista
Starbucks
09.2021 - 08.2022
- Prepared high-quality espresso beverages following established recipes and standards
- Maintained cleanliness and organization of workstations to ensure a safe and clean environment for staff and customers
- Assisted in training new baristas on operational procedures and beverage preparation techniques
- Managed inventory levels, ensuring timely restocking of supplies for efficient daily operations (restocked items often carrying large boxes or pushing heavy carts of items)
- Reminded guests of different promotions or deals, boosting customer engagement and sales
- Remembered regular/frequently returning customers specific orders to make for them upon their arrival or have prepared already to develop strong customer relationships and also increase overall efficiency and timeliness for customers often in a rush
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor
- Took and placed orders both in person and over a head set
- Cleaned/disinfected counters, machines, tools, dishes frequently
- Controlled line and crowd with quick, efficient service and a positive, fun attitude
- Elevated coffee quality and consistency using precise measurements and techniques for every order
Server
Pizza 51
05.2021 - 09.2021
- Collaborated with kitchen staff to ensure accurate and timely order delivery
- Delivered exceptional customer service, ensuring guest satisfaction and addressing inquiries promptly
- Managed multiple tables efficiently, maintaining attention to detail in orders and service
- Rang in orders both at a register as a cashier as well as took orders at tables
- Delivered large orders to tables as well as bussed tables
- Remembered regular guest's orders
- Trained new team members on restaurant protocols, menu items
- Folded and restocked pizza boxes and to-go boxes
- Greeted new customers, discussed specials, and took drink orders (poured and served beer)
- Worked with POS system to place orders, manage bills, and handle complimentary items
- Boosted overall sales by confidently recommending daily specials and upselling menu items
- Managed cash transactions accurately with attention to detail, minimizing discrepancies in daily reports
- Inspected dishes and utensils for cleanliness
Education
No Degree - General Studies
University of Missouri Kansas City
Kansas CityNo Degree - General Studies
Drury University
Springfield05-2023
High School Diploma -
Grain Valley High School
Grain Valley, MO05-2019
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Credit and cash payments
- Guest relations
- Oral and written communications
- Listening skills
- Administrative skills
- POS systems
- Clerical duties
- Room assignments
- Training and mentoring
- Conflict and issue documentation
- Conflict management
- Tourism knowledge
- Mail and packages
- Team building
- Phone and email etiquette
- Detail-oriented
- Data entry
- Relationship building
- Dining and amenity recommendations
Timeline
Front Desk Agent
Davidson Hotels & Resorts
08.2025 - Current
Cashier
Jack Stack Barbeque
08.2022 - Current
Barista
Starbucks
09.2021 - 08.2022
Server
Pizza 51
05.2021 - 09.2021
No Degree - General Studies
University of Missouri Kansas City
No Degree - General Studies
Drury University
High School Diploma -
Grain Valley High School