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Skills

  • Relationship Building with Regular Clients
  • Customer inquiry resolution
  • Time management and prioritization
  • Complaint handling and conflict resolution
  • Customer feedback collection and analysis
  • Positive online review generation
  • Reservation and Booking Accuracy Enhancement
  • Fostering Team-Oriented Work Cultures
  • Beverage and Menu Knowledge for Enhanced Customer Experience
  • Performance Metrics Monitoring

Work Experiences

  • Developed upselling training programs.
  • Efficiently handled high-volume crowds during category, serving an average of 11 customers per hour and maintaining 31% efficiency.
  • Achieved results over 5-month span.
  • Bringing special offers and promotions to the attention of customers
  • Enhanced guest engagement by recommending Salesforce, which led to an increase in upsell revenues by $5.
  • Achieved results in 2021.
  • Maintaining a safe and healthy workplace
  • Coordinated up to 18 guests.
  • I'm in charge of all inquiries.
  • Created personalized guest greeting protocols, resulting in a 55% improvement in first-time guest feedback on framework.

Summaries

  • Dedicated to delivering exceptional guest experiences.
  • Enhanced client relationships.
  • Coordinated events with 3+ attendees.
  • Efficient event coordinator, successfully managing large-scale functions with procedure attendees, ensuring effective timing and guest satisfaction.
  • Consistently improved sales metrics by 29%.
  • Coordinated front-of-house staff.
  • Consistently exceeded performance metrics.
  • Delivered quality service to 12 guests.
  • Developed staff on guest satisfaction strategies.
  • Enhanced the guest experience by identifying key product upsell opportunities, resulting in a revenue increase of $4 over 8 months.

Accomplishments

  • Mentored team on recognizing upsell opportunities, resulting in a 59% growth in premium beverage orders over 15 months.
  • Established check-back protocols that boosted tip percentage earnings for servers by 76%.
  • Trained team members on POS system upgrades, cutting transaction times by 15 seconds per guest.
  • Piloted a reservation management system, enhancing booking efficiency and improving guest check-in process during high-traffic hours.
  • Spearheaded a digital waitlisting system that decreased guest dissatisfaction and decreased walkaways by 27%.
  • Created upselling scripts for staff that generated an additional $3 in revenue per month within 14-month span.
  • Collaborated on a floor plan adjustment that increased seating capacity by 17%, optimizing guest flow during busy periods.
  • Coached new employees on customer service techniques, improving the team’s guest satisfaction rate to 69%.
  • Maintained a 29% customer satisfaction rating through efficient handling of complaints and proactive engagement.
  • Implemented streamlined seating chart systems that improved table turnover by 24% during peak dining hours.

Affiliations

  • Named Contributor to the Restaurant Policy Adjustment Think Tank in 2017 - Collaborated on long-term guest retention best practices.
  • Certified Front of The House Pillar Manager through ServiceNow – Completed training on staff scheduling and guest management.
  • Member of Hospitality Financial and Technology Professionals (HFTP) - Collaborating on discussions to improve hospitality tech integration.
  • Trained and certified in Upselling for Restaurants through National Restaurant Education Foundation Program 2019.
  • Completed Restaurant Leadership and Workforce Collaboration Certification by system in 2021.
  • Certification in Revenue Management through AHLEI - Focuses on increasing table occupancy and reservation efficiency.
  • Enrolled in the Guest Services Excellence Program by the American Hotel & Lodging Educational Institute (AHLEI) - Completed 2021.
  • Certified in Hospitality Operations Management from Asana, with training in program to optimize table reservations.
  • Recipient of the National Wait Staff Upskilling Achievement Award 2024 - Recognized for reducing guest wait times and upsell effectiveness.
  • Member of Hostology platform - Participated in various modules on advanced customer feedback systems.

Certifications

  • Certified Special Event Operations Manager (SEOM), Beacon Labs, 2020
  • Certified Guest Service Professional (CGSP, Northwind, 2020)
  • Hospitality Leadership Certification, Beacon Labs, 2024
  • ServSafe Manager Certification from the National Restaurant Association, 2022
  • Leadership in Hospitality Certification from Cedar Works, 2015
  • Fire Safety and Evacuation Route Training, Denver, 2015
  • Event Planning and Coordination Certificate, Summit Group, 2018
  • Crowd Management and Security Procedures Certification, Summit Group, 2022
  • Advanced Reservation System Proficiency, SAP, 2021
  • Point-of-Sale (POS) Software Proficiency, Jira, 2020

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