CHRISTIAN OLSEN
Palm Springs,California
Summary
Hospitality Professional with over 10 years of experience in managing operations and enhancing customer service in high-paced, detail oriented environments. Skilled in strategic oversight, guest engagement, and efficient coordination, with a proven track record of solving logistical challenges and implementing innovative service techniques to boost customer satisfaction. Committed to leveraging in-depth industry knowledge and meticulous attention to detail to drive operational excellence and elevate guest experiences.
Overview
5
5
years of professional experience
Work History
Food and Beverage Operations Manager
The westin Rancho Mirage
02.2024 - Current
- Enthusiastically driving customer service improvements
- Detail-focused management of supply chain
- Solving logistical challenges to ensure smooth operations
- Championed a team-focused approach to elevate guest satisfaction
- Implements new service techniques to heighten customer satisfaction
- Uses the combined experience of my team and myself to come up with solutions that benefit the team and doesn't sacrifice service standards.
Food and Beverage Manager
Paradies Lagardere - Palm Springs
11.2022 - 01.2023
- Responded to customer complaints, addressing concerns and distress with amicable interactions
- Worked with on-site and external party planners to create and manage beverage ordering and waitstaff for small and large events
- Selected wine, beer and alcohol products based on customer feedback and local product availability.
Bartender
Holiday House - Palm Springs
12.2021 - 08.2022
- Kept bar presentable and well-stocked to meet customer needs
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands
- Followed alcohol awareness procedures for preventing excessive guest intoxication
- Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors
- Set up glassware, liquor and other necessary supplies for special events
- Operated efficiently in high-volume setting to prepare and serve more than Number drinks per hour
- Upsold menu items to customers, driving up per sale revenues and maximizing profits
- Consulted with managers to organize special events and promotions.
Server
Holiday House - Palm Springs
12.2021 - 08.2022
- Cultivated warm relationships with regular customers
- Worked with POS system to place orders, manage bills and handle complimentary items
- Explained menu items and suggested appropriate options for food allergy concerns
- Bussed and reset tables to keep dining room and work areas clean
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers
- Kept register accurate through correct billing, payment processing and cash management practices
- Noted special patron requests and followed up with kitchen to confirm delivery
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Front Desk Agent
Holiday House - Palm Springs, CA
12.2020 - 08.2022
- Took reservations over phone, in person and via computer for guests and provided confirmation information
- Answered customer telephone calls promptly and appropriately handled needs
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout
- Collected room deposits, fees and payments
- Used internal software to process reservations, check-ins and check-outs
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
Server assistant
Mr. Lyons Steakhouse
11.2019 - 02.2021
- Removing the dirty glassware, silverware, and plates after use by guests
- Rearrange the table in conformity with the in-house standards of the restaurant, by setting up plates, glasses, and any new utensils that have been left there before the table was used
- Assist the servers by refilling beverages and water, processing payment, and running food to the tables
- Assist servers in resetting and bussing tables
- Inform management of guests who are unhappy with the service as quickly as possible
- Maintain composed, professional and calm attitude at all times.
Maitre D'
Mr. Lyons Steakhouse, Jakes, Kimpton Rowan
08.2019 - 11.2019
- To deal efficiently and politely with all telephone, email, internet and in person enquiries
- To ensure that all reservations are recorded following established procedures with full and clear information and that they are input accurately and promptly onto the system
- To maximize revenue by converting enquiries, recognising business prospects and taking every opportunity to upsel to premium bookings
- To liaise with clients and customers to coordinate corporate events
- To liaise with all departments to ensure the best service is provided to our customers
- To ensure that all my work meets company standards and is according to training given; all function paperwork must be accurate and complete, including catering requirements, booking supplements and payment details
- To create daily floor sheets detailing reservations
- Trained, coached and evaluated subordinates to raise performance to company standard
- Served as leader of FOH team by assigning duties, work stations and responsibilities
- Supported servers, food runners and bussers with keeping dining area ready for every guest
- Assigned patrons to tables suitable for needs and restaurant section rotation
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
Skills
- Endurance
- Professional Service Standards
- Performance evaluation
- Guest retention
- TIPS Certified
- Responsible Serving
- Conflict resolution
- Drink Consistency
- Guest engagement
- Phone Inquiries
- Coordination
- Leadership
- Scheduling and Coordinating
- Managing Operations Efficiency
Timeline
Food and Beverage Operations Manager
The westin Rancho Mirage
02.2024 - Current
Food and Beverage Manager
Paradies Lagardere - Palm Springs
11.2022 - 01.2023
Bartender
Holiday House - Palm Springs
12.2021 - 08.2022
Server
Holiday House - Palm Springs
12.2021 - 08.2022
Front Desk Agent
Holiday House - Palm Springs, CA
12.2020 - 08.2022
Server assistant
Mr. Lyons Steakhouse
11.2019 - 02.2021
Maitre D'
Mr. Lyons Steakhouse, Jakes, Kimpton Rowan
08.2019 - 11.2019