Chad Pflueger
Wakefield,MI
Summary
Dynamic Hotel Manager with a proven track record at Whitecap Mountain Resort, excelling in guest relations management and staff training. Enhanced customer satisfaction through innovative service initiatives, achieving consistently high ratings. A talented leader skilled in cash handling and employee development, fostering a collaborative work culture that drives success.
Overview
3
3
years of professional experience
Work History
Hotel Manager
Whitecap Mountain Resort
01.2024 - Current
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Provided services efficiently and with high level of accuracy.
- Provided exceptional service and assistance to guests upon check-in.
- Oversaw daily financial transactions, ensuring accuracy in billing and improving hotel's financial health.
- Cultivated lasting relationships with key community members via outreach efforts aimed at fostering support for our business among locals.
Bartender
Whitecap Mountain Resort
01.2024 - Current
- 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.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Obtained cash bank and stocked service bar to prepare for operation.
- Ensured compliance with health and safety regulations, routinely checking and documenting bar cleanliness and equipment functionality.
- Enhanced customer experience with engaging conversations and personalized drink recommendations.
- Improved team morale and efficiency, leading by example and offering support during peak hours.
- Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
Restaurant Waiter
Whitecap Mountain Resort
01.2024 - Current
- Maintained clean and organized dining areas for optimal guest experience.
- Cultivated warm relationships with regular customers.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Answered customers' questions, recommended items, and recorded order information.
- Supported fellow waitstaff through teamwork during busy times, sharing responsibilities as needed.
- Collaborated with kitchen staff to ensure timely delivery of orders, resulting in positive feedback from guests.
- Processed cash and credit card transactions accurately, maintaining accountability for all sales revenue generated during shifts.
- Maintained professional demeanor under pressure while managing challenging situations involving dissatisfied customers.
- Balanced excellent customer service with efficient task completion by multitasking effectively throughout each shift.
- Managed multiple tables simultaneously while maintaining high levels of accuracy on order placement and delivery.
- Addressed guest concerns promptly and professionally, fostering a positive dining atmosphere.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Utilized time management skills to prioritize tasks effectively during busy shifts, ensuring prompt attention to all guests'' needs.
- Developed strong rapport with regular customers, encouraging repeat visits and loyalty to the establishment.
- Contributed positively to the overall workplace culture through proactive communication, problem-solving, and a commitment to continuous improvement.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Contributed to efficient restaurant operations by assisting in bussing tables during peak hours.
- Assisted in training new waitstaff members, contributing to a cohesive team environment.
- Demonstrated knowledge of diverse menu offerings, guiding guests towards optimal meal choices based on preferences or dietary requirements.
- Promoted restaurant specials and upsold menu items, increasing overall sales revenue.
- Effectively communicated dietary restrictions and allergies to kitchen staff, ensuring accurate meal preparation for guests.
- Adhered to company guidelines and safety protocols for proper food handling and presentation.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Communicated with kitchen staff to enable accurate food preparation.
- 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.
- Inspected dishes and utensils for cleanliness.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- 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 order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
Customer Service Officer
Stoffels Country Store
10.2022 - 01.2024
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted call-in customers with questions and orders.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
Wakefield High School
Wakefield, MI05-1999
Skills
- Guest complaint resolution
- Guest relations management
- Guest services management
- Cash handling
- Interpersonal communications
- Staff scheduling
- Staff training
- Quality assurance
- Hospitality
- Outstanding communication skills
- Staff supervision
- Food and beverage operations
- Marketing
- Strategic planning and analysis
- Employee development
- Talented leader
- Employee scheduling
- Training and mentoring
- Guest experiences
- Social media networking
- Guest accommodations
- Employee performance reviews
- Regulatory compliance
Languages
English
Full Professional
Interests
- Music
- Baking
- Volunteering for community initiatives to give back to local communities and make a positive impact
- Enjoy hobbies that combine physical activity with outdoor exploration
- I enjoy helping others and giving back to the community
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Volunteering
- Participating in local clean-up initiatives
- Backpacking and Hiking
- Outdoor Recreation
- Watching Movies and TV Shows
- Team Sports
- Hiking
- Animal Care
- Fundraising Events
- Volunteering at local animal shelters and rescue organizations
- Reading
- Cooking
Timeline
Hotel Manager
Whitecap Mountain Resort
01.2024 - Current
Bartender
Whitecap Mountain Resort
01.2024 - Current
Restaurant Waiter
Whitecap Mountain Resort
01.2024 - Current
Customer Service Officer
Stoffels Country Store
10.2022 - 01.2024
High School Diploma -
Wakefield High School
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