Brooke Massa
Battle Creek
Summary
Well-rounded candidate with a passion for providing exceptional customer service. Possesses excellent communication, interpersonal, and problem solving skills. Ability to work efficiently in fast-paced environments and handle multiple tasks simultaneously.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Server
Griffin Grill & Pub
05.2024 - Current
- 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.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
Bartender
New Holland Brewery
05.2024 - 08.2024
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
Server/bartender
One Nation Tap & Table
08.2021 - 05.2024
- Executed seamless front-of-house tasks, creating unforgettable dining moments resulting in customer loyalty
- Maintained an organized and clean work environment, ensuring all customer areas were properly stocked with supplies
- Utilized problem solving skills to resolve customer complaints in a courteous manner
- Trained and mentored new team members in proper bar operations
Server/bartender
McGonigle’s Irish Pub
09.2019 - 08.2021
- Developed strong working relationships with customers and staff
- Efficiently managed multiple tasks simultaneously while maintaining a professional demeanor
- Greeted patrons promptly and cordially, exhibiting excellent guest service skills
- Completed POS transactions, returning currency, coin, and payment cards to patrons
Server
Finley’s Grill and Smokehouse
04.2018 - 09.2019
- Provided excellent customer service by anticipating needs and responding promptly to requests
- Greeted and accommodated guests, building a positive experience from first interaction
- Demonstrated ability to interact with customers in a friendly and professional manner
- Assisted with training of new staff members
Beauty Advisor
Macy’s Department Store
10.2016 - 02.2018
- Developed an extensive knowledge of Clinique and Estee Lauder beauty products, along with skin, skin care and sales techniques via company provided training opportunities
- Provided exceptional customer service by consulting with customers to assist them in finding the best skincare and makeup products for their skin type and look
- Developed and maintained strong relationships with clients to promote loyalty
- Performed daily opening and closing procedures such as counting the cash drawer, balancing receipts, and reconciling discrepancies
sales associate/key holder
Payless Shoes
11.2015 - 06.2016
- Provided excellent customer service by greeting customers in a friendly manner and responding to inquiries promptly
- Assisted customers with product selection, price checks, returns and exchanges, and special orders
- Executed opening, closing and register functions to meet business requirements
- Communicated regularly with management regarding stock levels, employee performance issues, customer feedback
Crew member
Mancino’s
12.2013 - 11.2015
- Greeted customers in a friendly and professional manner, ensuring customer satisfaction
- Coordinated with other crew members to complete assigned tasks quickly and effectively
- Performed cashier duties such as accepting payments, issuing change, and counting money back to customers
- Prepared food items following established recipes and safety guidelines
Education
High School Diploma -
Lakeview Senior High School
Battle Creek, MI01.2015
Skills
- Positive Attitude
- Effective Communication
- Telephone Etiquette
- Teamwork
- Time Management
- Reliability and Punctuality
- Adaptability
- Microsoft Skills
Certification
Bar smarts
Timeline
Server
Griffin Grill & Pub
05.2024 - Current
Bartender
New Holland Brewery
05.2024 - 08.2024
Server/bartender
One Nation Tap & Table
08.2021 - 05.2024
Server/bartender
McGonigle’s Irish Pub
09.2019 - 08.2021
Server
Finley’s Grill and Smokehouse
04.2018 - 09.2019
Beauty Advisor
Macy’s Department Store
10.2016 - 02.2018
sales associate/key holder
Payless Shoes
11.2015 - 06.2016
Crew member
Mancino’s
12.2013 - 11.2015
High School Diploma -
Lakeview Senior High School
Bar smarts
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