Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brooke Beatty

508 W 172nd St. New York,NY

Summary

Detail-oriented customer service professional adept in complaint resolution through tactful and diplomatic communication combined with resourceful problem-solving. Driven to promote guest satisfaction by going above and beyond to meet needs and exceed expectations. Over 10 years of experience in guest services.

Overview

10
10
years of professional experience

Work History

Director of Guest Service

54 Below
05.2016 - 01.2024
  • Developed and executed targeted training programs to elevate staff performance.
  • Managed team of 7 guest service professionals daily, fostering a positive work environment and promoting high-quality customer service standards.
  • Oversaw front-of-house staff hiring process, ensuring a selection of qualified candidates who aligned with the restaurant's values.
  • Managed host and waitstaff schedules and maintained adequate shift coverage.
  • Streamlined communication between departments for improved guest experiences.
  • Analyzed guest feedback data to identify trends and areas for improvement, resulting in actionable changes to enhance customer satisfaction.
  • Facilitated conflict resolution between guests and staff when necessary, always striving for amicable solutions that protected both parties'' interests.
  • Conducted regular performance reviews of staff members, offering constructive feedback on personal development and company success metrics achievements.

Floor Manager

54 Below
01.2023 - 08.2023
  • Developed detailed floor plans for optimal table placement, resulting in improved guest experience and increased seating capacity.
  • Collaborated with kitchen staff to ensure timely delivery of high-quality meals during peak periods.
  • Managed team of 15 employees to maintain smooth-running operations on the floor.
  • Resolved customer complaints promptly and professionally, leading to repeat business and positive reviews.
  • Made personal recommendations for customers by sharing product knowledge and demonstrating products.
  • Ensured accurate reporting of daily sales figures, reconciling discrepancies on time to maintain accurate records.

Head Maitre D'

54 Below
08.2022 - 08.2023
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Accommodated special seating requests for guests to enhance satisfaction.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Relayed guest comments or suggestions to manager on duty for further action.
  • Trained, coached and evaluated hosts to raise performance to company standard.
  • Served as leader of FOH team by assigning duties, work stations and responsibilities.
  • Motivated staff to perform at peak efficiency and quality.

Guest Services Associate

54 Below
04.2015 - 05.2016
  • Resolved guest complaints with professionalism, resulting in improved customer relations and repeat business.
  • Handled phone calls professionally, directing callers to appropriate departments or providing information as needed.
  • Managed reservations efficiently to accommodate walk-in guests and reduce wait times.
  • Developed rapport with regular patrons, fostering a sense of community within the establishment.

Sales Associate/Key Holder

Papyrus Stationary
10.2013 - 05.2016
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Built relationships with customers to encourage repeat business.
  • Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
  • Contributed to visual merchandising by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.

Education

Some College (No Degree) -

American Musical And Dramatic Academy - New York
New York, NY

Skills

  • Exceptional Communication
  • Decision-Making Capabilities
  • Staff Training and Development
  • Multitasking Proficiency
  • Solution Oriented
  • Employee Scheduling
  • Strong leadership
  • Time management
  • Conflict resolution
  • POS Systems
  • Employee Management
  • Customer Relations

Timeline

Floor Manager

54 Below
01.2023 - 08.2023

Head Maitre D'

54 Below
08.2022 - 08.2023

Director of Guest Service

54 Below
05.2016 - 01.2024

Guest Services Associate

54 Below
04.2015 - 05.2016

Sales Associate/Key Holder

Papyrus Stationary
10.2013 - 05.2016

Some College (No Degree) -

American Musical And Dramatic Academy - New York

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Brooke Beatty