DILAINA ATWOOD
Hendersonville
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Has wonderful customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Diligent Manager with solid background in overseeing daily operations and ensuring process efficiency. Proven track record of optimizing workflows and enhancing team performance to achieve company objectives. Demonstrated leadership in managing cross-functional teams and implementing strategic improvements.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Tours Operations Supervisor
Grand Ole Opry
10.2024 - Current
- 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.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Hired, managed, developed and trained staff, established and monitored goals, and conducted performance reviews.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Food and Beverage Operations Supervisor
Grand Ole Opry
07.2022 - 09.2024
- Excellent Communication
- Active Listening
- Problem-solving aptitude
- Process Monitoring and Improvement
- Team Collaboration
- Team building
- Skilled in Sharepoint
- Skilled in Outlook, Excel, Etc
- Hiring and Onboarding
- Ensured compliance with health department regulations regarding food safety standards
- Provided ongoing coaching and mentoring for employees in order to improve their job performance
- Investigated customer complaints promptly and took corrective action as needed
- Supervised cleaning activities at the end of each shift to maintain a sanitary environment
- Resolved customer complaints promptly in a professional manner
- Managed scheduling of staff in accordance with budget constraints and labor laws
- Resolved conflicts between staff members in a professional manner while encouraging team building skills among employees
- Conducted daily staff meetings to discuss work performance, customer service issues and operational concerns
- Supervised team of employees, maintaining positive and productive atmosphere to enhance employee experience
- Processed credit card payments accurately using point-of-sale system
- Assisted other team members during peak business hours
- Provided excellent customer service to all patrons
- Stocked shelves with merchandise and ensured product displays were neat and attractive
- Verified age for customers purchasing alcohol or tobacco products
- Developed training programs for staff to ensure consistent service quality and product knowledge.
- Cultivated a positive work environment that supported employee retention efforts alongside professional development initiatives.
- Conducted regular performance evaluations of team members to identify areas for improvement or recognition of exceptional work contributions.
- Resolved guest issues promptly and professionally, turning negative experiences into positive ones whenever possible.
- Coordinated employee schedules, payroll and new hire training.
- Coordinated special events such as private parties or corporate gatherings to enhance overall revenue generation opportunities within the establishment.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
- Streamlined operations for increased efficiency by optimizing staff schedules and task assignments.
Front Office Manager
Preppy Pet
03.2019 - 05.2022
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies..
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
High School Diploma -
Hendersonville High School
Hendersonville, TN05-2022
Skills
- Scheduling Staff
- Beverage knowledge
- Bar Management
- Staff Leadership
- Inventory Management
- Worker Training
- Self Motivation
- Disciplinary Write-ups
- Point of Sale POS Software
- Excellent Communication
- Active Listening
- Problem-solving aptitude
- Process Monitoring and Improvement
- Team Collaboration
- Team building
- Skilled in Sharepoint
- Skilled in Outlook, Excel, Etc
- Hiring and Onboarding
- Customer relations
- Employee development
- Operations management
- Performance monitoring
- Task delegation
- Staff supervision
- Customer relationship development
- Management
- Customer relationship management
- Marketing
- Team leadership
- Decision-making
- Coaching and mentoring
- Scheduling
- Handling complaints
- Schedule coordination
- Report writing
- Administration and operations
- Staff management
- Phone and email etiquette
Certification
- Tennessee Driver's License
- Tennessee Alcohol Beverage Commission License
- ServSafe Food Handler's Certification
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Tours Operations Supervisor
Grand Ole Opry
10.2024 - Current
Food and Beverage Operations Supervisor
Grand Ole Opry
07.2022 - 09.2024
Front Office Manager
Preppy Pet
03.2019 - 05.2022
- Tennessee Driver's License
- Tennessee Alcohol Beverage Commission License
- ServSafe Food Handler's Certification
High School Diploma -
Hendersonville High School
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