ALEXIS NICOLE HOUCHINS
Chesterfield,VA
Summary
Dynamic and skilled individual with vast experience in customer service, operations management, and team leadership. Proven ability to develop effective customer service processes, drive employee engagement and satisfaction and increase customer loyalty. Adept at handling multiple locations and training and developing staff. Dedicated management professional with experience leading high-performing teams in a diverse and dynamic environment. Adept in developing and implementing service strategies tailored to customer needs, managing customer complaints, and driving customer satisfaction. Proven ability to identify and resolve service issues, streamline processes, and exceed organizational goals. Strategic, results-driven professional with demonstrated success elevating operational standards to improve overall team and business performance. Communicates clear work expectations and company vision to set and achieve measurable goals in demanding, complex work environments. Proven leader with seasoned ability to inspire teams and capitalize on emerging opportunities to enhance business profile, reputation, and influence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Apprentice General Manager
Chipotle
10.2024 - Current
- Streamlined operational processes through regular assessment and adjustment of procedures, resulting in increased efficiency.
- Mentor team members to provide support in career development opportunities within the organization.
- Manage inventory effectively by conducting regular audits and adjusting orders accordingly, minimizing under ordering or excess ordering.
- Oversee financial aspects of the establishment, including budgeting, forecasting, and analysis of profit margins.
- Ensured constant readiness for safety evaluations.
Training Manager
Shake Shack
04.2024 - 09.2024
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
- Managed a team of 50+ employees to provide high-quality service delivery
BAR AND SERVICE MANAGER
Applebees
06.2022 - 04.2024
- Enhanced customer service by addressing concerns both face-to-face and over phone.
- Delegated tasks to employees to effectively complete projects
- Resolved customer complaints quickly and effectively
- Maintained superior service standards to foster loyalty.
- Recruited, trained, coached, mentored, and evaluated personnel in order to maximize their potentials
- Utilized problem solving skills to address challenges that arose during daily operations
- Oversaw hiring and training procedures for new personnel to confirm smooth onboarding
- Managed a team of 25+ employees to provide high-quality service delivery
- Uphold established policies and procedures for maximum workplace efficiency
- Conducted performance reviews and provided constructive feedback to staff members
- Evaluated employee performance, recommending personnel for promotion, transfer, or dismissal
- Established strong relationships with vendors to ensure timely supply of materials and services
- Identified areas of improvement within the department and implemented solutions accordingly
- Developed strategies for improving operational efficiency, resulting in cost savings and increased revenue
HOSPITALITY MANAGER
Buffalo Wild Wings
10.2021 - 06.2022
- Made and changed room assignments according to guest requirements
- Contacted guests to check on satisfaction and inquire about improvement suggestions
- Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization techniques
- Conducted performance evaluations to check associates' performance and compliance with policies
- Developed and implemented employee reward and engagement programs to maximize job satisfaction
- Oversaw recruiting, interviews and new employee hiring
- Led pre-season and new employee training sessions
- Monitored cash intake to reduce discrepancies
- Complied with health codes, sanitation requirements and license regulations while streamlining productivity initiatives
- Restocked beer and liquor regularly and after special events
- Maintained detailed inventory of bar supplies and stocked work areas
- Controlled labor costs by adjusting schedules and workflows to align with anticipated customer demands
- Collected appetizer, entree and wine orders from patrons
- Strengthened financial controls to prevent theft and lost funds
- Poured wine, beer and cocktails for patrons
SERVER
Bonefish Grill Restaurants
07.2020 - 04.2022
- Greeted customers, answered questions and recommended specials to increase profits
- Satisfied customers by topping off drinks and offering condiments, napkins and other items
- Promoted desserts, appetizers and specialty drinks to optimize sales
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests
- Increased beverage sales with food and drink pairing suggestions to suit unique customer preferences
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations
- Cleared table and bussed dishes to allow for quick setups
- Stocked server areas with supplies before, during and after shifts
- Set up dining room to meet hospitality and service standards
- Developed strong and lasting resident relationships
- Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation
- Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection
- Wrote down food orders, and ran items to guest tables in dining room
HOSTESS
Bonefish Grill
07.2020 - 04.2022
- Greeted guests and gathered information to seat groups or place on waitlist
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests
- Escorted guests to seating area, furnished menus and highlighted daily specials
- Greeted customers, answered questions and recommended specials to increase profits
- Monitored dining area to assess server capacity and estimate wait times
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions
- Accommodated guests with children and special needs to promote comfortable dining experience
- Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance
- Developed long-term relationships with customers to increase opportunities for repeat business
- Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele
- Cleaned and restocked counter areas, replenished cash drawer and checked server supplies to facilitate operations
- Managed guest expectations by relaying information regarding hours, wait times and specials
- Helped restaurant staff set up small and large events to coordinate smooth execution
- Stayed attentive to server availability and table turnover to seat guests quickly
- Communicated with servers about new tables, changes in food availability and customer comments
- Resolved customer service and food-related issues to maintain guest satisfaction
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests
- Supervised activities of dining room staff to maintain service levels and support guest needs
- Engaged pleasantly with patrons and delivered information on beverage specials to encourage positive dining experience
BARISTA/ BOOK SELLER
Books-A-Million Inc
03.2020 - 04.2022
ASSISTANT MANAGER
Sugar Shack
06.2019 - 02.2022
- My responsibilities as a shift manager required a balance barista skills, baking, line cook, and waiting / serving food to provide the staff a comfortable environment to create a domino effect on giving that back to the customers, maintaining a clean lobby and kitchen, being able to remain calm under pressure while being able to attend to staff in need of help, following food safety & handling protocols educating & directing staff on these protocols, cash handling, and ensuring proper preparation for shift changes
CREW MEMBER
Little Caesars
06.2016 - 12.2016
- My responsibilities there include work in a fast pace area while maintaining a calm composure in a hectic environment, proper cleaning of a restaurant facility, customer service skills, handling money, preparation work for the next morning, and following proper food safety protocol
RECEPTIONIST
Mac Gym
10.2015 - 10.2016
- On Fort Lee as a recreation, Gym Duties were very similar to those in the Warrior Zone with the exception being the facility is open to all DOD and Military
RECREATION AIDE NF
Buffalo Wild Wings
10.2012 - 10.2016
- My responsibilities include manning various recreational stations within the Warrior Zone during AIT soldier operations, checking ID's, ensuring proper usage of equipment, and overall cleanliness of the facility
Education
GRADE 12 -
Carver College and Career Academy
Chesterfield, VA01.2017
GRADE 11 -
Matoaca High School
Chesterfield, VA01.2016
Skills
- Complaint logging and resolution
- Conflict Resolution
- Relationship Building
- Training & Development
- Team Building
- Friendly, Positive Attitude
- Microsoft Office
- Effective Customer Communication
- Well-Trained in [Software]
- Analytical
- Multitasking
- Customer service
- Social media networking
- Special event coordination
- Promotions
- Dining reservations
- Reporting
- Sales
- Event support
- Service improvements
- Ability to keep up in a fast pace moving environment
- Handle money
- Handle food
- Standards of sanitation practices
- Provide the highest level of customer service
- Ability to run RecTrac (POS)
- Operate recreational equipment with ease
Certification
- Serve Safe Food
- Serve Safe Alcohol
Accomplishments
Alcohol Serve Safe & Serve Safe certified
Timeline
Apprentice General Manager
Chipotle
10.2024 - Current
Training Manager
Shake Shack
04.2024 - 09.2024
BAR AND SERVICE MANAGER
Applebees
06.2022 - 04.2024
HOSPITALITY MANAGER
Buffalo Wild Wings
10.2021 - 06.2022
SERVER
Bonefish Grill Restaurants
07.2020 - 04.2022
HOSTESS
Bonefish Grill
07.2020 - 04.2022
BARISTA/ BOOK SELLER
Books-A-Million Inc
03.2020 - 04.2022
ASSISTANT MANAGER
Sugar Shack
06.2019 - 02.2022
CREW MEMBER
Little Caesars
06.2016 - 12.2016
RECEPTIONIST
Mac Gym
10.2015 - 10.2016
RECREATION AIDE NF
Buffalo Wild Wings
10.2012 - 10.2016
GRADE 12 -
Carver College and Career Academy
GRADE 11 -
Matoaca High School