847 South Grant Street
Denver, CO 80209 /
/ Home: 720-838-4153
Cell: 720-838-4153

Dedicated hospitality service manager with 20+ years of experience in restaurant and hotel hospitality and food service settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.

Service Profile

Dedicated to ensuring customer satisfaction by remaining accessible and friendly.
Exceptional interpersonal and team-building skills with an aptitude of building rapport with a diverse range of customers, managers, and colleagues; talent for quickly issues prior to escalation.
Incredible memory with the proven ability to quickly learn all aspects of new menus and specialties.
Reputation for putting guests at ease, handling large crowds, and maintaining composure in stressful situations.
Dedicated the maintaining a clean dining room and adhering to all safety and legal standards.
Thorough knowledge or menu offerings, including gourmet goods, spirits and wine pairings.
Skilled at anticipating, identifying and fulfilling guest needs and clarifying special orders.
Successful multitasking while remaining professional and courteous in fast-paced environments.
History of providing clear, polite and positive communication with diverse guests and co-workers to ensure seamless customer service.

Areas of Expertise

Customer Service Management
Complaint Handling & Resolution
Food & Beverage Management / Customer Satisfaction Enhancement
Front-End Supervision
Special Events / Teambuilding & Training
Improved Guest Experience
Order Fulfillment

Professional Experience

The Chop House — Denver, CO / 4/09 to Present

Server

Assist guests in order selection by describing menu items and daily specials in detail and providing recommendations when requested; accurately relay the various ingredients and cooking methods employed. Handle cash, bus tables and input orders. Coordinate with kitchen staff to ensure timely and accurate order preparation. Develop repeat business and invite new by establishing trusting and reliable relationships with customers. Selected Contributions:

  • Provide excellent patron experiences through phenomenal customer service, evidenced by high number of regular patrons requesting to sit in my section.
  • Consistently exceed sales goals by effectively managing sections and multi-tasking.
  • Recognized as "Lead Server" which includes mentoring and training new servers.
  • Thorough knowledge of restaurant systems and procedures.
  • Frequently assist colleagues during rush periods to foster/promote teamwork while providing exceptional service and guest dining experience.

Renaissance Hotel — Broomfield, CO / 8/03 to 7/08

Food & Beverage Supervisor

Spearheaded customer service and staff supervision ensuring start-to-finish event success; role considered captain assignment on extremely large events reaching $100,000. Oversaw staff between 2 and 50 andcoordinated extremely wide array of specialized events; amidst lack of organized training program, frequently trained associates in action operations execution (carving, pasta stations, fajita stations, omelet stations, carnival games, and craft stations) as well as serving duties (many of which were learning first day on job and first event). Collaborated with event planner and client to address event details and modifications; inventoried and ensured arrival of event supplies and equipment; delegated staff assignments; oversaw event setup, execution and breakdown; handled event billing provided to paying party. Gained reputation for thoroughness and assisted company in both solidifying and increasing overall business activity.Selected Contributions:

  • Responsible for the development, planning and implementation of special events as assigned
  • Accountable for the formulation of theme, format and budget specifications for specific events
  • Determined staffing needs and work schedules necessary to implement special event
  • Recruit, train, delegate, coach, motivate and evaluate the performance of staff for all events.
  • Serve as clients' primary contact in planning catered events, including developing menus, transportation service, room decoration, procuring of rentals, and staffing.
  • Interfaced with impacted departments to ensure timely coordination of all events
  • Ensure that security, safety, and health standards are being adhered to.
  • Evaluate operations against the established goals and objectives of Dining Services and the mission of the hotel.
  • Coordinated approved events and entertainment with emphasis on quality as well as remaining within budgetary guidelines
  • Monitored overall event to ensure objectives were met

Burnsley Hotel — Denver, CO / 6/02 to 7/03

Food & Beverage Manager

Assisted the Food and Beverage Director in the day-to-day operation of the food and beverage department, keeping an accurate inventory of the food and beverage department’s operating supplies. Responsible for purchasing all food and beverage operational products and equipment; assisted the banquet manager in staffing of the banquet department, responsible for training the banquet staff to meet and exceed our guest’s expectations, while operating effective labor cost. Direct food service workers and other personnel as assigned for the purpose of maximizing the efficiency of the work force and meeting shift requirements. Selected Contributions:

  • Implement menu plans for the purpose of meeting customers' requirements.
  • Inspect received items of food and supplies for the purpose of verifying quantity, quality and specifications of orders and complying with mandated health requirements.
  • Inventory and stock food, condiments and supplies for the purpose of ensuring availability of items.
  • Maintain food service equipment for the purpose of maintaining safe operating conditions.
  • Manage site operations for the purpose of providing safe and efficient food services in compliance with health requirements.
  • Perform functions as required of another position within area of responsibility for the purpose of providing overall coverage of food service operations.
  • Prepare documentation (e.g. daily menu production, quality control, payroll, etc.) for the purpose of providing written support and conveying information.
  • Prepare food and beverage items for the purpose of meeting projected meal requirements.
  • Respond to inquiries of customers, staff and the public for the purpose of providing information and direction regarding the type and cost of meals.
  • Train employees and evaluates job performance for the purpose of supporting them in the completion of their work activities.

Millennium Hotel Boulder– Boulder, CO6/01 to 6/02

Food & Beverage Manager

  • Assistant to Food & Beverage Director
  • Yearly & monthly budget planning
  • Special event planning
  • Banquet event order planning
  • Managed liquor sales & inventory
  • Managed Dining Room
  • Managed outdoor functions
  • Staff & banquet training

Boulder Marriott– Boulder, CO7/00 to 7/01

Food & Beverage Manager

  • Managed 19 employees
  • Managed liquor sales & inventory
  • Yearly & monthly budget

Hotel Monaco – Denver, CO7/99 to 6/00

Room Service Manager

  • Working Manager of 7 to 10 employees
  • Weekend Manager on Duty
  • Budgeting
  • Inventory
  • Payroll
  • MenuPlanning

Adams Mark Hotel – Denver, CO7/98 to 7/99

Convention Meeting Host & Assistant Restaurant-Nightclub Manager

  • Supervisor of 30+ employees
  • Party Setup and planning
  • Banquet event order planning
  • Special event planning

Walt Disney World – Orlando, FL7/97 to 7/98

Visual Review of Employee & Training Evaluations

Adams Mark Hotel – Denver, CO1/96 to 7/97

  • AM/PM Restaurant Server
  • Banquet Captain for special parties & events
  • Bartender
  • Server training

Brown Palace Hotel – Denver, CO9/83 to 11/95

  • Ship’s Tavern Server
  • Palace Arms Back Server
  • Lobby Tea Supervisor
  • Lobby Cocktail Server
  • Room Service Captain
  • Special Party Setup
  • VIP Dining Room Server
  • Ellington’s Host & Assistant Manager
  • Front Desk Supervisor
  • Doorman
  • Concierge

Professional Development

Customer Service Management
Complaint Handling & Resolution
Food & Beverage Management / Customer Satisfaction Enhancement
Front-End Supervision
Special Events / Teambuilding & Training
Improved Guest Experience
Order Fulfillment

Education

UNIVERSITY OF MASSACHUSETTS, BOSTON — Boston, MA / 9/72 to 5/76

BS Psychology

Concentration: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment and food safety.

References

Available on Request