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Skills

  • Communications
  • Conflict and dispute resolution
  • Problem resolution
  • Customer service
  • Project organization
  • Creating a welcoming ambiance
  • Food inspection
  • Customer Relationship Management (CRM)
  • Service prioritization
  • Wine pairings

Work Experiences

  • Coordinated with kitchen staff and servers.
  • Achieved $13 in savings over 6 months.
  • Made reservations, informed servers and managers of large groups ahead of time, and prepared seating for guests.
  • Boosted upsell rates by 66%.
  • Kept guests' expectations in check by communicating information about hours, wait times, and specials.
  • Collaborated with kitchen staff.
  • Assisted kitchen staff by reducing turnaround times on guest feedback for meal preferences, ensuring correct orders were delivered with 76% accuracy.
  • Collaborated with management to update seating arrangements.
  • Provided special accommodations for guests with special needs, such as child seats and wheelchairs.
  • Achieved a 32% reduction in guest complaints.

Summaries

  • Exceptional Service Host providing exceptional customer service to both current and prospective guests.
  • Proven track record of motivating spearheaded to achieve team, individual, and management goals.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Ability to recognize system issues and integrate process solutions to achieve procedure.
  • Strong technical skills and experience in stakeholder engagement.
  • Looking forward to taking on a new challenge with a successful team.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Expert in procedure with a strong aptitude for improved and implemented.
  • Quality assurance, performance reporting, and workflow optimization are all gifted at greeting visitors.
  • Communicative and team-oriented, with Adobe Creative Suite expertise.

Accomplishments

  • Streamlined communication between front-of-house and kitchen staff, reducing meal turnaround times by 67% and contributing to greater guest satisfaction.
  • Spearheaded an initiative to integrate guest feedback into service flow adjustments, resulting in a 23% improvement in online reviews.
  • Reduced bottlenecks during peak dining hours by optimizing dining flow, leading to a 26% increase in overall table occupation rates.
  • Expertly managed guest flow during high-volume times, reducing wait times by 41% and improving the overall dining experience.
  • Played a key role in developing and implementing strategies that led to a 58% year-over-year increase in restaurant revenue through promotions and service improvements.
  • Managed front-of-house team schedules efficiently, which resulted in a 50% improvement in service coverage during peak working hours.
  • Successfully upsold menu items resulting in a 78% increase in average check size with personalized recommendations based on deep menu knowledge.
  • Regularly recognized as the 'Employee of the Month' for consistently providing outstanding service and elevating the dining experience for all guests.
  • Provided key input during the redesign of the floor plan, ensuring that guest traffic was optimized, resulting in smoother operations and a 55% increase in customer flow.
  • Led the team’s efforts to comply with new health and sanitation guidelines, ensuring a 66% pass rate in health inspections for 2018.

Affiliations

  • Engaged in leadership discussions at the Hospitality Sales & Marketing Association International (HSMAI) events to improve service delivery optimization.
  • Certified in 'Emotionally Intelligent Customer Service' from Udemy to better manage difficult guest interactions and exceed behavioral expectations.
  • Member of the American Hotel & Lodging Association (AHLA) since 2023, staying current with hospitality industry standards.
  • Participant in the Certified Hospitality Supervisor (CHS) program through the American Hotel & Lodging Educational Institute (AHLEI).
  • Attended seminars hosted by the Restaurant and Entertainment Group (REG) on improving guest seating practices and enhancing service speed.
  • Completed the Food Safety Manager Certification from the National Registry of Food Safety Professionals (NRFSP).
  • Affiliate of the Society for Hospitality and Foodservice Management (SHFM), contributing to best practice discussions on operational efficiencies.
  • Active affiliate with the National Restaurant Association (NRA), attending annual conferences to enhance industry recruitment and management practices.
  • Attended annual conferences of the Council of Hotel and Restaurant Trainers (CHART), focusing on methods for boosting team performance and service standards.
  • Involved in the International Customer Service Association (ICSA), networking with fellow customer service experts to stay updated on latest trends.

Certifications

  • Cisco Certified Network Associate (CCNA)
  • ServSafe Food Protection Manager Certification
  • Introduction to Hospitality Coordination – category
  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Hospitality Operations Certificate – Summit Group
  • SHRM Senior Certified Professional (SHRM-SCP)
  • American Academy of Financial Management (AAFM)
  • Project Management Professional (PMP)
  • Upselling Techniques & Execution – process
  • Certified Guest Service Professional (CGSP), AHLEI

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