Brook Banks
South Bend,IN
Summary
Accomplished in leading high-volume dining operations at Crooked Ewe Brewery, I excel in team leadership and guest relations management, enhancing dining experiences and operational efficiency. Leveraging problem-solving and exceptional communication skills, I significantly increased sales and customer satisfaction. My approach prioritizes staff development and customer service excellence, driving notable improvements in team performance and dining standards.
Overview
13
13
years of professional experience
Work History
Lead Server
Crooked Ewe Brewery
09.2021 - Current
- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
- Cultivated warm relationships with regular customers.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Collaborated with kitchen staff to ensure accurate and timely delivery of meals, resulting in higher customer satisfaction rates.
- Maintained clean and organized dining areas, ensuring a pleasant atmosphere for guests at all times.
- Implemented upselling techniques to boost average check size while still prioritizing guest satisfaction.
- Mentored new servers, sharing best practices for exceptional service and fostering a positive work environment.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Resolved customer complaints promptly and professionally, maintaining positive relationships with patrons.
- Observed servers to provide feedback and coaching in areas requiring improvement.
- Developed strong rapport with regular customers, encouraging repeat business through genuine connection-building efforts.
- Collaborated with managers on employee scheduling needs, helping maintain optimal coverage during peak hours without sacrificing quality of service.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Inspected FOH stock to identify shortages, replenish supply and maintain consistent inventory.
- Maintained clean and organized dining area to create pleasant and welcoming atmosphere for customers.
- Supported other staff members during busy shifts by stepping in wherever needed to maintain smooth operations.
- Enhanced customer experience by providing attentive and personalized service during their dining visit.
- Ensured compliance with food safety regulations by regularly reviewing proper food handling procedures with the serving team.
- Assigned tasks and shifts to servers to manage organized schedules and provide adequate coverage.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Coordinated large group reservations, working closely with event planners to ensure seamless execution of special occasions.
- Improved overall table turnover rate by efficiently completing tasks such as clearing dishes and resetting tables between parties.
- Provided valuable feedback on potential improvements to restaurant operations based on firsthand experience as a lead server.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
- Oversaw inventory management for front-of-house supplies, minimizing waste while ensuring adequate stock levels.
- Developed strong relationships with guests, fostering loyalty and repeat business.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items, and recorded order information.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Increased sales significantly by upselling higher-end products to customers.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Processed orders and sent to kitchen employees for preparation.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Inspected dishes and utensils for cleanliness.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Checked guests' identification before serving alcoholic beverages.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
General Manager
Rosati's Authentic Chicago Pizza
11.2019 - 08.2021
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed budget implementations, employee evaluations, and contract details.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
- Negotiated with suppliers to secure better pricing, reducing operational costs while maintaining product quality.
- Optimized supply chain logistics, ensuring timely delivery of products and significantly reducing transportation costs.
- Streamlined inventory management processes, minimizing waste and ensuring optimal stock levels for uninterrupted operations.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Spearheaded development of new market strategy, significantly enhancing brand recognition and customer base with innovative advertising campaigns.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced operational risks while organizing data to forecast performance trends.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Server
Orouckes
03.2018 - 05.2019
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Maximized table turnover rate by managing reservations and seating arrangements.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Boosted repeat customer rates, remembered regular guests' preferences and greeted them by name.
- Adapted to diverse customer needs, providing personalized service that increased guest satisfaction.
- Facilitated team-oriented atmosphere, assisting coworkers during rush periods to ensure smooth operations.
- Maintained high standards of personal appearance and hygiene, reflecting positively on establishment.
- Assisted in planning and execution of special events, contributing to restaurant's reputation for hosting.
- Maintained cleanliness and organization in dining area, contributing to welcoming atmosphere.
- Kept up with fast-paced environments, ensuring timely delivery of orders during peak hours.
- Increased sales by suggesting additional items like desserts and drinks based on customers' orders.
- Ensured accurate cash handling and processed transactions swiftly, contributing to restaurant's financial accuracy.
- Utilized knowledge of menu to make recommendations, enhancing customer dining experience.
- Improved dining experience by providing prompt, attentive service to guests.
- Enhanced team efficiency, collaborating effectively in high-pressure settings.
- Trained new staff on menu knowledge and service protocols, raising team's overall performance.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Processed orders and sent to kitchen employees for preparation.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Increased sales significantly by upselling higher-end products to customers.
- Inspected dishes and utensils for cleanliness.
- Checked guests' identification before serving alcoholic beverages.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Supported needs of Number- person wait staff who attended to specific needs of countless customers daily for Type restaurant with social relevancy and intentionality.
Maintenance Technician
Costco
09.2014 - 05.2017
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Operated varied hand and power tools to complete repairs.
- Troubleshot equipment breakdowns and performed preventive maintenance.
- Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
- Followed safety protocols to minimize workplace accidents.
- Inspected and maintained equipment to keep items in top working condition.
- Completed daily, weekly, and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
- Improved equipment functionality by conducting regular maintenance checks and repairs.
- Installed new locks, door handles, and door closers.
- Contributed to a safer work environment, promptly addressing any identified hazards or concerns.
- Collaborated with team members to complete larger repair projects efficiently.
- Reduced downtime by quickly diagnosing and resolving technical issues on machinery.
- Trained new employees on proper use and care of tools, machinery, and safety protocols.
- Monitored and documented work performance in maintenance logs in compliance with company guidelines.
- Enhanced safety measures by performing routine inspections and identifying potential hazards.
- Maintained restroom functionality by repairing leaking faucets, clogged toilets, and other equipment.
- Ensured smoother operations, maintaining accurate records of all maintenance activities.
- Boosted overall productivity with timely preventive maintenance on key equipment.
- Assisted management in developing long-term plans for equipment upgrades and replacements.
- Improved compliance with health and safety regulations, conducting regular audits and making necessary adjustments.
- Replaced worn or broken parts on machines and equipment.
- Followed instructions from supervisor regarding daily job tasks and duties.
- Removed trash and recyclables at end of each shift and disposed of items in proper receptacles.
- Positively engaged with customers and maintained professional appearance as company representative.
- Safely and effectively handled wide range of cleaning products and solutions.
- Optimized work readiness with effective gathering of parts and supplies in alignment with specifications.
- Supervised maintenance functions, working collaboratively with sanitation crews on shop floor upkeep and repairs.
- Completed preventive maintenance on machines to enhance production and maintain quality.
Route Supervisor
Great Lakes Cleaning
08.2011 - 04.2014
- Oversaw fleet maintenance schedules to minimize downtime due to mechanical issues while ensuring adherence to budget constraints.
- Reduced fuel costs through implementation of eco-friendly driving techniques and regular vehicle maintenance.
- Analyzed delivery performance metrics to identify trends, areas of improvement, and opportunities for growth within the organization.
- Established clear expectations about punctuality and professionalism within the team, leading to an increase in on-time deliveries without compromising quality standards.
Education
HSD -
Dixie Hollins Adult Education Center
Kenneth City, FL12.2000
Skills
- Problem-Solving
- Attention to Detail
- Team Leadership
- Positive and Friendly Attitude
- Organization and Efficiency
- POS system operations
- Quality Control
- Exceptional communication
- Employee Training and Development
- Sales Techniques
- Responsible and Trustworthy
- Teamwork and Collaboration
- Relationship Building
- Critical Thinking
- Full Service Dining
- Accurate money handling
- Conflict Management
- High-volume dining
- POS Systems
- Guest Relations Management
- Cleanliness standards
- Staff Training
- Guest Relations
- Task Delegation
- Customer Service
- Order Accuracy
- Safe Food Handling
- Flexible scheduling
- Flexible Schedule
- Banquet Coordination
- Special Event Coordination
- Order Taking and Processing
- Staff Supervision
- Bill computation
- Dining area maintenance
- Menu presentation
- Upselling techniques
- Server Support
- Event Setup
- Front-of-house display creation
- Compliance standards
- Table Bussing
- Item promotion
- Allergy awareness
- Team motivation
- Daily specials memorization
- Tabs and Food Running
- Food Safety Compliance
- Cash Handling
- Food station setup
- Food Preparation
- Casual Dining
- Food inspection
- Food spoilage prevention
- Efficient food delivery
- Food presentation
- Employee Retention
- Menu Memorization
- Station Preparation
- Menu Recommendations
- Regulatory Compliance
- Tableside Service
- Food safety understanding
- Check payment processing
- Strong leadership
- Liquor, wine, and food service
- Dining customer service
- Dining oversight
- Banquet service
- Party management
- Price memorization
- Food safety management
- Effective customer upselling
- POS operation
- Promotions execution
Accomplishments
Employee of the month numerous times working for Costco!
Voted favorite server on Facebook poll for Orouckes pub
Timeline
Lead Server
Crooked Ewe Brewery
09.2021 - Current
General Manager
Rosati's Authentic Chicago Pizza
11.2019 - 08.2021
Server
Orouckes
03.2018 - 05.2019
Maintenance Technician
Costco
09.2014 - 05.2017
Route Supervisor
Great Lakes Cleaning
08.2011 - 04.2014
HSD -
Dixie Hollins Adult Education Center
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