Amy Heberlie
Sainte Genevieve,MO
Summary
Dynamic leader with a proven track record at Cape Girardeau Country Club, enhancing guest satisfaction and optimizing operational efficiency. Expert in staff training and development, and budgeting, I significantly reduced costs while fostering a culture of teamwork and excellence. Skilled in guest relations management and financial oversight, I consistently exceed service quality expectations.
Overview
15
15
years of professional experience
Work History
Hospitality Manager
Red Lobster
08.2012 - 06.2017
- Increased customer service ratings significantly through personable service.
- Promoted a positive work environment fostering teamwork among employees across all departments within the establishment.
- Optimized staffing schedules based on expected occupancy rates, maximizing productivity without compromising on service quality.
- Collaborated with various departments to achieve operational excellence, boosting overall guest experience quality.
- Developed a loyal customer base by consistently exceeding expectations with personalized attention and care.
- Analyzed customer feedback to identify areas for improvement, leading to continuous enhancement of offerings.
Food and Beverage Manager
Cape Girardeau Country Club
09.2002 - 07.2012
- Managed inventory effectively, reducing waste and optimizing stock levels.
- Developed staff training programs to enhance service skills and increase overall efficiency.
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Organized successful special events that contributed to increased sales figures.
- Maintained a clean, safe, and welcoming environment for patrons, adhering to strict health code regulations.
- Improved customer satisfaction by implementing innovative food and beverage menu options.
- Oversaw the hiring process for new employees, selecting top talent to join our team.
- Conducted regular performance evaluations for team members, providing constructive feedback and opportunities for growth.
- Coordinated with vendors to secure competitive pricing on ingredients, supplies, and equipment.
- Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Assisted in financial management tasks such as budget planning, forecasting revenue projections, and monitoring expenses closely.
- Implemented cost-saving measures in purchasing, resulting in significant budgetary improvements.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Collaborated with chefs and kitchen staff to ensure high-quality food preparation and timely delivery to customers.
- Maintained strong relationships with suppliers, ensuring consistent product quality while controlling costs.
Education
Bachelor Of Applied Arts And Science - Hospitality Administration And Management
Murray State University
Murray, KY12.1997
Skills
- Employee Scheduling
- Staff Training and Development
- Health and safety compliance
- Guest Relations Management
- Labor cost control
- Budgeting and financial management
- Wine and beverage knowledge
- Fine-dining expertise
- Reservation Systems
- Food Safety Regulations
- Facility Management
- Revenue management
- Guest satisfaction tracking
- Complaint Handling
- Banquet operations
- Marketing and Promotions
- Meeting planning
- Vendor negotiation
- Concierge services
- Golf course management
- Menu planning and design
- Exceptional communication
- Guest communication
- Customer rapport
- Hospitality best practices
- Account Management
- Local attraction knowledge
- Guest Services Agent training
- Reservation Management
- Data entry proficiency
- Policy Adherence
- Brand representation
- Basic accounting
- Client Relationship Management
- Guest Services
- Guest complaint resolution
- Team member development
- Food and Beverage Operations
- Training and mentoring
- Teamwork and Leadership
- Strategic planning and analysis
- Supply Purchasing
- Computer Skills
- Client Consultations
- Customer Service
- CRM Software
- Staff Training
- Shift Scheduling
- Special Event Coordination
- Guest experiences
- Marketing
- Performance Evaluations
- Brand Management
- Facilities Management
- Budget Implementation
- Facilities Management Software
- Expense Reports
- Decision-Making
- Relationship Building
- Flexible Schedule
- Work Planning and Prioritization
- Interviewing and Hiring
- Food Service Operations
- Payment Processing
- Inventory Management
- Community Relations
- Office and staff streamlining
- Event Marketing
- Vendor interaction
- Personnel Supervision
- Assignment Delegation
- Promotions
- Reception oversight
Timeline
Hospitality Manager
Red Lobster
08.2012 - 06.2017
Food and Beverage Manager
Cape Girardeau Country Club
09.2002 - 07.2012
Bachelor Of Applied Arts And Science - Hospitality Administration And Management
Murray State University