Brooke Copeland
Seneca,SC
Summary
Skilled in hospitality service expertise and exceptional customer service, achieving significant improvements in customer satisfaction. Expert in leveraging quality assurance and training skills to drive results and operational excellence.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
Stella AI
02.2023 - Current
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Restaurant Manager
Samoset Resort
04.2020 - 12.2021
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Correctly calculated inventory and ordered appropriate supplies.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
Event Manager
Gasparilla Inn & Club
08.2017 - 01.2020
- Managed budgets and negotiated contracts with vendors, ensuring cost-effective event execution.
- Nurtured and built relationships with vendors, venues and industry contacts to obtain best pricing and services for events.
- Streamlined event planning processes by implementing efficient project management strategies.
- Implemented innovative event themes and designs to create memorable experiences for attendees.
- Liaised with clients to determine exact event requirements.
- Managed administrative logistics of events planning, event booking, and event promotions.
Server
Gasparilla Inn & Club
08.2016 - 08.2017
- 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.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
Host
Flippers Pizzeria
01.2015 - 06.2016
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
Education
International Hospitality
Bournemouth University
Bournemouth UKFood And Wine Pairings
Florence University of The Arts
Florence Italy Bachelor Of Science - Event Management
University of Central Florida
Orlando, FL08.2016
Skills
- Quality Assurance
- Mentoring and training
- Exceptional customer service
- Hospitality service expertise
Timeline
Quality Assurance Analyst
Stella AI
02.2023 - Current
Restaurant Manager
Samoset Resort
04.2020 - 12.2021
Event Manager
Gasparilla Inn & Club
08.2017 - 01.2020
Server
Gasparilla Inn & Club
08.2016 - 08.2017
Host
Flippers Pizzeria
01.2015 - 06.2016
International Hospitality
Bournemouth University
Food And Wine Pairings
Florence University of The Arts
Bachelor Of Science - Event Management
University of Central Florida
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