Denise Servin
Santa Ana ,CA
Summary
Dedicated, hardworking restaurant management professional with extensive daily planning and operations experience. Skilled in staff training and development.
Overview
5
5
years of professional experience
Work History
Senior Guest Experience Manager
Walt Disney Company
04.2023 - Current
- Enhanced guest satisfaction by implementing personalized service initiatives for VIP clients.
- Streamlined front desk operations for improved efficiency and reduced wait times.
- Trained new team members on company policies and procedures to maintain consistent guest experience standards.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Analyzed guest data to identify trends and areas for improvement in service delivery.
- Implemented a feedback system, leading to continuous improvement of guest services based on client input.
- Introduced innovative upselling techniques that resulted in increased revenue from add-on services and amenities.
- Improved overall online ratings by addressing negative reviews constructively and showcasing improvements made as a result of guest feedback.
- Mentored junior staff members in best practices for delivering outstanding service experiences to guests from diverse backgrounds.
- Coordinated internal communications between departments effectively, reducing misunderstandings or delays impacting the guest experience negatively.
- Greeted guests upon arrival and offered assistance.
- Recommended hotel services or amenities that guest may find useful.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
Restaurant Manager
Smith Brothers Restaurants
04.2022 - 04.2023
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Maintained and processed invoices, deposits and money logs.
- Completed payroll for employees and maintained detailed records of procedures.
- Reviewed and filed financial documents, coded accounting entries for data processing and posted daily receipts and payments in accordance with all corporate protocols.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
SENIOR II RESTAURANT MANAGER
The Cheesecake Factory
12.2018 - 04.2022
- Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies
- Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes
- Identified team weak points and implemented corrective actions to resolve concerns
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime
- Reconciled cash and credit card transactions to maintain accurate records
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately
- Maintained safe working and guest environment to reduce risk of injury and accidents
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity
- Correctly calculated inventory and ordered appropriate supplies
- Managed well over a fifty-person team of cooks and back of house staff for high-end casual dining restaurant
- Carefully interviewed, selected, trained and supervised staff.
Skills
- Performance improvement
- Food preparation and safety
- Passion for customer satisfaction
- Cost-controls
- Trained in performance and wage reviews
- Food service background
- Staff Scheduling
- Point of Sale (POS) system operation
- Staff Management
- Operations management
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Responding to Difficult Customers
Timeline
Senior Guest Experience Manager
Walt Disney Company
04.2023 - Current
Restaurant Manager
Smith Brothers Restaurants
04.2022 - 04.2023
SENIOR II RESTAURANT MANAGER
The Cheesecake Factory
12.2018 - 04.2022