Bailey Holden
Las Vegas,NV
Summary
Personable Hospitality Specialist with 15 years of success in guaranteeing customer satisfaction through reservation services and attendance to guests' needs. Adept at promptly assisting customers by uncovering preferences. Passionate about providing upbeat and friendly service, resulting in consistent return customers. Enthusiastic management professional with demonstrated success supervising staff and building teams. Skilled in solving complicated issues and making proactive operational changes.
Overview
17
17
years of professional experience
Work History
Assistant General Manager
Bavette's Steakhouse
07.2021 - 03.2023
- Kept restaurant compliant with all federal, state and local hygiene and food safety regulations.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Pitched in to help host, waitstaff and bussers during exceptionally busy times such as dinner hour.
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Motivated staff to perform at peak efficiency and quality.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Mentored and motivated team members to achieve challenging business goals.
- Motivated, trained and disciplined employees to maximize performance.
- Resolved customer complaints with professionalism, restoring trust and loyalty.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Company Trainer/Sales and Event Coordinator/Lead Hostess
Del Frisco's Double Eagle Steak House
03.2012 - 03.2021
- Extensively trained new and existing employees.
- Monitored participant workflow and behaviors throughout the training process.
- Used a variety of assessment tools and strategies to improve instruction methods.
- Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.
- Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers.
- Organized training for 9 Del Frisco's Restaurants. Including: Del Frisco's Grille- Santa Monica, CA (2013), Del Frisco's Grille- Southlake, TX (2013), Del Frisco's Double Eagle Steakhouse- Washington D.C. (2014), Del Frisco's Grille-Tampa (2014), Del Frisco's Grille- Pasadena (2014), Del Frisco's Grille- Plano, TX (2015), Del Frisco's Double Eagle Steakhouse- Orlando (2015), Del Frisco's Grille- Nashville, TN (2016), and Del Frisco's Grille- Brentwood, TN (2016).
- Supervised and coordinated activities for hostesses and servers during training for new store openings.
- Clearly communicated objectives for all lessons, units and projects to all participants.
- Administered performance reviews to evaluate each participant’s progress.
- Developed quarterly and annual sales department budgets.
- Trained all incoming sales team members.
- Approved all sales staff budget expenditures.
- Built relationships with customers and the community to establish long-term business growth.
- Planned large-scale events such as tradeshows, conferences, and meetings.
- Coordinated schedules and timelines for all events.
- Accurately calculated and processed expenses during and after events.
Supervisor
Andre's Bistro & Bar
02.2017 - 10.2018
- Make and confirm reservations.
- Organize special events in the restaurant, including receptions, promotions and corporate luncheons.
- Meet, greet and encourage feedback from customers and use feedback to implement positive changes within the restaurant.
- Purchase adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Clearly and promptly communicate pertinent information to staff, such as large reservations or last minute menu changes.
- Oversee front of house personnel to maintain adequate staffing and minimize overtime.
- Interact positively with customers while promoting restaurant facilities and services.
- Lead and direct team members on effective methods, operations and procedures.
- Effectively manage payroll and timekeeping, including completion of the proper paperwork for new hires and terminations.
- Promote a positive atmosphere and go above and beyond to guarantee each customer receives exceptional food and service.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Politely assist customers in person and via telephone.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
Bartender/Server
Grand Tavern
07.2010 - 08.2011
- Greeted guests in a timely and professional manner.
- Received beverage orders from wait staff and delivered beverages to guests.
- Carefully followed safety and sanitation policies handling food and beverages.
- Cleaned shelving, mixers, cups, blenders and soda guns.
- Served each guest courteously, quickly and efficiently.
- Notified management of ordering needs (liquor, beer, wine, paper goods, etc.).
- Managed bar revenues, ensuring that all patrons were billed and all cash properly accounted for.
- Verified that guests at the bar were of legal age.
- Notified a manager if a guest was intoxicated or rude to other guests.
- Waited on multiple customers at the bar and throughout the bar area.
Server/Bartender/Catering/Hostess
Billy’s Tip ‘n Inn
08.2006 - 08.2010
- Maintained complete knowledge of restaurant menu, including daily specials.
- Displayed enthusiasm and knowledge about the restaurant's menu and products.
- Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff.
- Assisted with guest inquiries, take-out orders and restaurant cleanliness.
- Demonstrated genuine hospitality while greeting and establishing rapport with guests.
- Maintained table settings by removing courses, replacing utensils and refilling beverages promptly and courteously.
- Assisted with the BBQ station, banquet setup and service, patio area service, dishwashing and packaging food for take-out.
- Delivered quality service by providing a warm and welcoming environment.
Education
Hospitality and Business Management - Hospitality and Business Management
College of Southern Nevada (South)
Henderson, NVHigh School Diploma - undefined
Lakeland High School
White Lake charter Township, MI2008
Skills
- Communication skills
- Honest, trustworthy and punctual
- Excellent multi-tasker
- Energetic, friendly and enthusiastic
- Works well as part of a team
- Quality improvement leadership
- Customer service expert
- Training and development background
- Effective leader
Timeline
Assistant General Manager
Bavette's Steakhouse
07.2021 - 03.2023
Supervisor
Andre's Bistro & Bar
02.2017 - 10.2018
Company Trainer/Sales and Event Coordinator/Lead Hostess
Del Frisco's Double Eagle Steak House
03.2012 - 03.2021
Bartender/Server
Grand Tavern
07.2010 - 08.2011
Server/Bartender/Catering/Hostess
Billy’s Tip ‘n Inn
08.2006 - 08.2010
Hospitality and Business Management - Hospitality and Business Management
College of Southern Nevada (South)
High School Diploma - undefined
Lakeland High School
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