Carrie Madsen
Las Vegas,NV
Summary
Ambitious and results-oriented Hospitality Manager with over 13 years of experience, creating strategic alliances with organizational leaders to effectively align with and support. Employee friendly initiatives. Progress-driven planner adept at building and retaining high-performing teams.
Overview
9
9
years of professional experience
Work History
Assistant Multi Unit QSR Manager
The Linq Hotel
Las Vegas, NV
12.2019 - 10.2020
- I managed 4 different establishments inside the casino while on shift. We did have room service for the hotel under our management.
- Organized special events in and outside restaurant, including employee of the month celebration, best "Meet the Greet", and special outings for team morale.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately. Submitted health checks every shift.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Carefully interviewed, selected, trained and supervised staff.
- Responded to customer complaints, addressing concerns and distress with amicable interactions.
- When serving as manager during busy hours I would start handling running room service orders and being barista when needed.
- Enacted progressive disciplinary measures for staff, managed work zones and oversaw opening and closing duties. I worked both shift through the week.
- Managed 40 plus union members in FOH and in BOH when chefs were unavailable. If call outs could not be filled a union member would be placed in best location as a fountain work to adequately cover business needs.
- I was audited on our drawers with no issues. We handled credit card tips and divided them between hours worked and team members then the were submitted to our accountant.
- Wrote schedule and submitted this to our scheduler. They over see any FMLA and LOA's.
- Accommodated and priced out any events for our casino's other establishment's. Management would personally execute this with the chef on duty.
- Ordered and made baskets for VIP guests and were delivered with room service on requested date.
- Redesigned two outlet Infogenesis POS's making it easier for staff to use and accommodate new menu for other location.
Assistant Dining Room Manager
The D Grill
Las Vegas, NV
05.2016 - 11.2019
- Implemented training program for front of house staff to maintain high standards of customer service.
- Greeted guests, sat at tables and brought orders to assist front of house staff.
- Led planning, set up and takedown for special events.
- Took special reservations and planned restaurant accommodations with kitchen and front of house staff.
- Designed overall floorplans and coordinated modifications for events and special reservations.
- Chef and myself came up with new menu and pricing. I updated changes in Universal Desktop to be ready for Infogenesis when menu launched each year.
- Maximized quality assurance by completing frequent checks of line and chefs if they needed coverage for line to cook when kitchen got behind.
- Organized and oversaw food service training to educate employees on various tasks, including resetting tables, relaying orders to cooks and up selling food and beverages.
- Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to cashier's cage each night at close.
- As one of three recruiters for the hotel. I judged a panel of possible candidates for a range of positions within the hotel. We decided which would proceed to the hiring manager for an interview.
- I was head of safety for the F&B department reporting any safety issues within my department as well as any others I came across. I personally trained 60 plus employees on the training topic we were given each month and submitted them to our safety director.
- Personally I was responsible for all beverage ordering as well as payroll and vacation request. All staff was hired by myself and given their notice if it was not a good fit.
Assistant Dining Room Manager
Boulder Cafe/ Starbucks
Las Vegas, Nevada
06.2015 - 03.2016
- Investigated and integrated enhanced service and team management strategies to boost business profits.
- Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
- Set schedules for 45 staff by planning and designating shifts and hours.
- Motivated staff to perform at peak efficiency and quality.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Managed ever aspect of Starbucks operation including ordering and promotional set up and take down.
- Made sure all shift call outs for both chefs and FOH staffing for other establishment's were covered.
- Covered graveyard shift. I was the only Management on property during these hours. In which I oversaw all six outlets.
Assistant F&B Manager
Desert Club Resort
Las Vegas, NV
11.2011 - 06.2015
- Hired on as server in 2011. Promoted to Assistant Manager in 2014. Acted as General Manager of Grill and Marketplace for 8 months.
- Increased gross sales by revamping menu and adding gourmet baskets to our sales.
- Improved overall guest satisfaction service scores by 1.5 points since promotion (Highest all time score while employed).
- Brought Bar and Grill from a C grade to and A grade within the first 3 months of management role.
- Completed annual appraisals for employees. This was a time to engage with them on what they could still work on and what they were doing great at already. This score would reflect their raises for the year.
- Fostered growth for employees who were interested in higher positions.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Prepared for and executed new menu implementations.
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Correctly calculated inventory and ordered appropriate supplies.
- Skillfully interacted with external vendors to obtain best quality in pricing and product.
- Effectively managed payroll and timekeeping, including completion of proper paperwork for new hires and terminations.
- Strategically developed effective marketing plans to increase sales and profits while managing costs.
Education
Diploma - N/A
Desert Pines High School
Las Vegas, NV05.2005
Certification - Mixology / Food And Beverage Business Management
Crescent City School Of Gaming & Bartending
Las Vegas, NV07.2010
Skills
- Budgeting
- Passion for customer satisfaction
- Point of Sale (POS) system operation
- Conflict resolution techniques
- Recruitment
- Bartending, Barista,Serving, Bussing, Expediting, Dish Washer, and Hostess trained
Accomplishments
- Had highest employee rating in 2014 for employee performance.
- I was awarded our "Orange at Heart" award at the time reserved for very important scenarios. I put out a fire that was almost at a gas line in the kitchen.
- I was awarded a safety award at the airport for saving a child in a hot car.
Timeline
Assistant Multi Unit QSR Manager
The Linq Hotel
12.2019 - 10.2020
Assistant Dining Room Manager
The D Grill
05.2016 - 11.2019
Assistant Dining Room Manager
Boulder Cafe/ Starbucks
06.2015 - 03.2016
Assistant F&B Manager
Desert Club Resort
11.2011 - 06.2015
Diploma - N/A
Desert Pines High School
Certification - Mixology / Food And Beverage Business Management
Crescent City School Of Gaming & Bartending