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Skills

  • Budgeting
  • Team building
  • Team Leadership
  • First Aid/CPR
  • Team management
  • Communications
  • Upselling techniques
  • Budgets
  • Process optimization
  • Financial reporting compliance

Work Experiences

  • Was in charge of food costs and inventory management.
  • Designed and maintained a front-of-house procedural manual that decreased onboarding times for new team members by 4 weeks.
  • Accomplished this over two years.
  • Achieved improvement over the past year.
  • Analyzed daily and weekly sales reports to identify trends, resulting in targeted changes that increased per-table revenue by 39% over 17 months.
  • Developed new recipes, outlined steps, and instructed staff on how to properly prepare them.
  • Achieved a 85% reduction in customer complaints.
  • Created personalized service protocols.
  • Collaborated with the executive chef and kitchen management team.
  • Conducted monthly team workshops focused on improving communication and conflict resolution, resulting in higher employee retention and morale scores.

Summaries

  • Encourages employees to go above and beyond for customers in high-volume settings while maintaining high quality and cost control.
  • Collaborated with kitchen staff.
  • Accomplished in piloting new CRM systems which increased guest retention by 60%, enabling personalized service and driving repeat business.
  • Accomplished in driving revenue by coordinating successful marketing events that led to a 59% increase in reservations and an additional $10 in revenue growth.
  • Boosted overall service ratings by 43%.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Maintains a clean and sanitary environment throughout the facility while managing inventory and preventing waste.
  • Front of House Lead is a multi-talented Front of House Lead who is consistently rewarded for planning and operational improvements.
  • Boosted operational efficiency.
  • Achieved 78% improvement in employee retention.

Accomplishments

  • Collaborated with management to introduce energy-stress management techniques, leading to a 84% decrease in employee turnover over one year.
  • Optimized seating arrangements using reservation and walk-in analytics, which boosted table turnover by 54% during high-demand periods.
  • Led a team of 7 front-of-house staff, ensuring smooth operations during peak hours and reducing customer wait times by 20%.
  • Consistently maintained top customer service scores, exceeding company benchmarks by 23%, contributing to customer loyalty and revenue growth.
  • Used performance metrics to adjust staff responsibilities, resulting in a 74% improvement in overall service time.
  • Designed and implemented customer feedback forms that increased feedback collection by 51%, helping improve overall guest satisfaction.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed guest reservations and seating assignments, ensuring efficient use of all tables, and increasing capacity per shift by 66%, maintaining high guest experience ratings.
  • Successfully rolled out new menu items to the front-of-house staff, ensuring proper knowledge flow and increasing menu-specific sales by 22%.
  • Collaborated with the executive team to implement new service protocols, which were recognized with a service excellence award by Lakeside Partners.

Affiliations

  • Toastmasters
  • International Customer Service Association (ICSA)
  • Society for Foodservice Management
  • American Culinary Federation (ACF)
  • Certified Front-Line Professional (CFLP)
  • Certified Guest Service Professional (CGSP) by AHLEI
  • Jaycees
  • Association of Information Technology Professionals
  • International Society of Hospitality Consultants (ISHC)
  • Customer Service Institute of America (CSIA)

Certifications

  • Leadership in Hospitality Operations Certification - SAP
  • Certified Guest Service Professional (CGSP) - American Hotel & Lodging Educational Institute
  • CompTIA Network+
  • Process Improvement for Service Industry Professionals Certification - Meridian
  • Alcohol Beverage Control (ABC) Responsible Beverage Service Certification - Oregon
  • Certified Food and Beverage Executive (CFBE) - American Hotel & Lodging Educational Institute
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Public Accountant
  • Certified Front of House Leader (CFOHL) - Asana
  • First Aid/CPR Certified

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