Darlene Pontohan
Melrose Park,IL
Summary
Dynamic and dedicated professional with exceptional customer service skills honed at Rivers Casino Des Plaines. Proven ability to enhance guest engagement and satisfaction through effective communication and quality control. Strong work ethic complemented by cash handling expertise, consistently achieving performance goals and fostering a collaborative team environment.
Overview
15
15
years of professional experience
Work History
Server
Rivers Casino Des Plaines
Des Plaines, IL
10.2015 - 03.2020
- 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.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Maximized table turnover rate by managing reservations and seating arrangements.
Food Runner
American Airlines
Chicago, IL
08.2013 - 09.2015
- Handled high-pressure situations calmly and professionally during peak hours or unexpected rushes at the restaurant.
- Managed multiple tasks simultaneously, prioritizing duties effectively for maximum productivity.
- Greeted customers and provided outstanding customer service.
- Collaborated with the kitchen staff to ensure accuracy of orders, minimizing order errors and complaints.
- Improved customer satisfaction by promptly delivering food orders to tables and maintaining communication with kitchen staff.
- Maintained clean and organized dining areas, contributing to a pleasant atmosphere for patrons.
- Assisted servers in attending to guests'' needs, ensuring a smooth service flow during peak hours.
- Reduced wait times by efficiently transporting completed orders from the kitchen to the appropriate tables.
- Adhered strictly to food safety guidelines while handling and transporting food items, protecting both guests and employees from potential health risks.
- Acted as a liaison between the kitchen, serving staff, and guests, ensuring clear communication for efficient service delivery.
- Received positive feedback from both guests and management for exceptional work performance and dedication to customer satisfaction.
- Promoted teamwork among front-of-house and back-of-house staff, fostering a positive work environment.
- Supported efficient restaurant operations by consistently restocking supplies as needed throughout shifts.
Food Service Worker
O’hare Venture
Ohare International Airport
08.2006 - 04.2013
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained safety standards by properly handling food and adhering to sanitation guidelines.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
Sales Associate
Juty Free
Ohare International Airport
07.2005 - 08.2006
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
Education
High School Diploma -
City National High School
Phillippines03.2001
Elementary -
West City Central
Phillippines03.1997
Skills
- Strong work ethic
- Exceptional customer service
- Cash handling
- Guest engagement
- Cleanliness standards
- Safe food handling
- Service prioritization
- Supply restocking
- Quality control
- Performance improvement
Languages
English
Native or Bilingual
Timeline
Server
Rivers Casino Des Plaines
10.2015 - 03.2020
Food Runner
American Airlines
08.2013 - 09.2015
Food Service Worker
O’hare Venture
08.2006 - 04.2013
Sales Associate
Juty Free
07.2005 - 08.2006
High School Diploma -
City National High School
Elementary -
West City Central