Denver McFarland
Hospitality
Raeford,NC
Summary
Industrious and observant Overnight Supervisor with many years of diverse experience leading productive teams and operations during both peak and non-peak hours and shifts. Committed to building cohesive and collaborative teams that strive to meet common goals. Safety-focused leader with proven success as trainer, mentor, and forthright communicator.
Talented Night Manager specializing in team leadership, customer service and administrative support. Organized, detail-oriented and proactive with excellent communication, planning and decision-making abilities. Seeking new challenge with established company.
Skilled Night Manager experienced in overseeing large teams. Versed in handling all areas of retail management including inventory merchandising, schedule development, documentation and training.
Overview
30
30
years of professional experience
Work History
Front Office Overnight Manager
Pinehurst Resort & Country Club
Pinehurst , North Carolina
1994.04 - Current
- Managed and supervised the night shift staff, ensuring they were following company policies and procedures.
- Conducted daily shift meetings to review tasks and goals for the evening.
- Monitored all incoming orders, ensured accuracy of order details, and managed customer complaints or requests.
- Provided training and coaching to employees on safety protocols, customer service standards, and operational processes.
- Maintained security systems by conducting routine checks of all access points throughout the facility.
- Ensured accurate documentation of inventory levels in accordance with company requirements.
- Performed regular maintenance checks on equipment to ensure safe operation during overnight hours.
- Resolved conflicts between coworkers in a timely manner while maintaining a professional attitude.
- Coordinated with other departments to ensure smooth operations during overnight shifts.
- Assessed staffing needs based on volume projections for the night shift.
- Developed strategies for improving team productivity and efficiency through effective communication techniques.
- Created reports summarizing nightly activity including sales figures, employee attendance records, and inventory updates.
- Communicated regularly with managers from other shifts regarding current events or changes in policy.
- Adjusted staffing levels according to demand throughout the night while staying within budget constraints.
- Investigated any incidents occurring during the night shift and reported findings to senior management.
- Reviewed time sheets submitted by employees at the end of each shift for accuracy.
- Responded quickly to emergency situations such as power outages or equipment malfunctions.
- Maintained safe work and collaboration spaces for night employees.
- Managed communication within organization and to outside clients and partners and thoroughly documented and reported overnight activities to management.
- Hired team members and trained in collaborative team environment.
- Communicated with management via email or phone message to report issues needing attention.
- Responded promptly to guest requests to achieve customer satisfaction.
- Answered customer questions and addressed complaints quickly and courteously to patrons' satisfaction.
- Implemented training to improve knowledge base of staff and used cross-training methods to maintain productivity during employee absences.
- Promoted teamwork and quality service through communication and coordination with other departments.
- Oversaw general upkeep of public areas and restrooms.
- Conducted routine inspections of front office and public areas, taking immediate actions to correct deficiencies.
- Covered switchboard and answered calls from guests and upper management.
Assistant Director of Housekeeping
Pinehurst Resort & Country Club
Pinehurst
2015.10 - 2021.11
- CPR/AED certification
- Employee development for supervisory role
- Created spread sheet for linen order and cost
- Employee reward system
- Monthly appreciation for staff
- Manager of the year runner up
- Assisted in developing and implementing hotel policies and procedures related to housekeeping operations.
- Monitored the performance of staff to ensure that they are following the established operational standards.
- Trained, coached and mentored new housekeeping personnel on all aspects of their job duties.
- Conducted regular inspection rounds to ensure cleanliness and maintenance of guest rooms, public areas, offices, lobbies and other assigned areas.
- Managed daily workflow to ensure timely completion of tasks within budgeted hours.
- Developed schedules for housekeeping staff to maximize productivity while minimizing labor costs.
- Ensured compliance with health and safety regulations regarding hazardous materials, cleaning products and equipment usage.
- Reviewed customer feedback forms in order to identify opportunities for improvement in service quality.
- Created reports detailing housekeeping services provided such as room occupancy rate, lost and found items.
- Inspected linen closets for adequate supplies of linens, towels and amenities for guestrooms.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Practiced safe work habits and wore protective safety equipment.
- Verified each completed room against standard plans to maintain consistency.
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
- Inventoried incoming supplies and placed items in stock for use by personnel.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Stocked room attendant carts with supplies to keep carts organized and clean.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
- Prepared work schedules for associates to promote proper staffing levels.
- Submitted repair requests to maintenance team to reduce operating costs and improve energy-saving strategy.
- Sustained safety protocols to support proper and cost-effective equipment and material usage.
- Communicated guest service scores to drive improvement and higher guest satisfaction.
- Developed training programs to build employee performance, improve employee engagement and increase employee retention.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Produced thorough, accurate and timely reports of project activities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Proposed or approved modifications to project plans.
- Created and managed budgets for travel, training, and team-building activities.
Catering Staff Member
Creative Catering Services
Charlotte , North Carolina
1995.11 - 2018.09
- Assisted catering manager with setting up the event space and ensuring all necessary items were present.
- Prepared food for events, following recipes and instructions from the catering manager.
- Set up banquet tables and chairs in accordance with event specifications.
- Served beverages, appetizers, entrees, salads, desserts. to guests during the event as needed.
- Ensured that all food was served promptly and properly presented according to standards set by the caterer.
- Maintained cleanliness of buffet area before, during, and after each meal service period.
- Cleaned dishes used during meal service periods and returned them to their proper storage locations afterwards.
- Stocked beverage stations prior to each meal service period with appropriate supplies such as cups, napkins, utensils, condiments.
- Performed general cleaning tasks around the event space including wiping down surfaces and sweeping floors when necessary.
- Communicated effectively with other members of the catering staff throughout events to ensure a smooth flow of operations.
- Followed safety protocols when handling hot foods or hazardous materials such as cleaning products or sharp objects.
- Provided excellent customer service throughout each event by responding quickly to guest requests or inquiries in a polite manner.
- Responsible for breaking down banquet tables and chairs after events were completed per instructions from catering manager.
- Controlled inventory of supplies used during events such as linens, china plates, bowls, glasses, utensils, making sure none went missing or unaccounted for at end of night.
- Inspected equipment onsite prior to use in order to prevent any malfunctions while serving guests.
- Assisted with loading, unloading delivery trucks before, after events as needed.
- Organized leftover food into containers for safe disposal per health department regulations.
- Delivered meals to off-site locations according to schedule provided by catering manager.
- Maintained knowledge of menu items available so that guests could be informed about what was being served.
- Set up and cleaned up food preparation and service stations before and after catered events.
- Interacted with guests to obtain feedback on product quality and service levels.
- Maintained cleanliness and organization of kitchen stations and storage areas.
- Checked supply levels and replenished items as needed for dining and catering functions.
- Wiped down surfaces and cleaned plates, utensils and trays to sanitize catering space after events.
- Assisted caterers with food distribution by organizing food products and plating items.
- Served guest tables by transporting meals and beverages from kitchen and bar areas.
- Supported chefs in managing food preparation to achieve precise plating and presentation.
- Reconciled oral instructions with written order sheets to achieve correct and organized product setup.
- Reviewed number of utensils available to rectify potential mistakes in place setting.
- Operated and cleaned catering equipment, including coffee machines and dishwashers.
- Transported food and catering equipment to and from event locations.
- Maintained cleanliness and organization in the kitchen and event areas during and after events.
- Ensured compliance with health and safety standards in all catering operations.
- Assisted in setting up and breaking down event spaces to meet client specifications.
- Provided excellent customer service, addressing guest inquiries and concerns promptly.
- Prepared and arranged buffet tables, including food presentation and decor elements.
- Monitored food temperature during events to ensure food safety.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Collaborated with team to deliver timely service of items.
- Maintained clean and orderly appearance throughout kitchen and dining area.
Executive Steward Manager
Pinehurst Resort & Country Club
Pinehurst , NC
2009.08 - 2015.10
- Managed all aspects of the stewarding department, including budgeting, scheduling and training.
- Developed creative strategies to increase staff efficiency and productivity.
- Ensured compliance with health and safety standards in the kitchen areas.
- Scheduled staff shifts to meet fluctuating demands for service.
- Established quality control procedures for food preparation, storage and sanitation practices.
- Oversaw purchasing of supplies and equipment for the kitchen departments.
- Directed daily activities of the stewarding team members.
- Monitored inventory levels of cleaning products, chemicals, glassware, china and silverware.
- Provided guidance on proper use of dishwashing machines and other equipment.
- Coordinated with vendors to ensure timely delivery of orders at competitive prices.
- Prepared reports on operational costs related to labor, materials and services provided by outside vendors.
- Reviewed invoices from suppliers to confirm accuracy of charges.
- Conducted annual performance reviews for employees under direct supervision.
- Maintained accurate records regarding personnel attendance, disciplinary actions taken and employee grievances.
- Participated in regular meetings with senior management to discuss current issues or concerns within the stewarding department.
- Investigated customer complaints relating to food quality or service issues.
- Adhered to all applicable laws pertaining to employment policies and practices.
- Implemented new strategies aimed at improving overall operational efficiency.
- Analyzed financial data related to staffing costs in order to identify cost-saving opportunities.
- Delivered high level of customer service through prompt issue resolution and dynamic attention to detail.
- Sanitized food preparation areas with company-approved cleaning products.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained strategic relationships with clients.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Implemented successful business strategies to increase revenue and target new markets.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Monitored progress by establishing plans, budgets and measuring results.
Assistant Banquet Manager
Pinehurst Resort & Country Club
Pinehurst
2003.09 - 2009.08
- Assisted Banquet Manager in training, supervising, and scheduling banquet staff.
- Coordinated with Catering Sales Managers to ensure client satisfaction with the event services provided.
- Provided exceptional customer service to all guests during events.
- Ensured proper set-up of banquet rooms according to clients' requests.
- Maintained a professional atmosphere throughout each event.
- Resolved any guest complaints or concerns promptly and efficiently.
- Inspected equipment prior to use and maintained cleanliness of banquet spaces during events.
- Collaborated with vendors to obtain necessary supplies for events such as linens, tableware, decorations.
- Created detailed reports on banquet activities including financial summaries and labor costs.
- Supervised setup and breakdown of tables, chairs, linens, glassware, china, audio-visual equipment and other items needed for each event.
- Communicated special instructions from clients to staff members in order to meet their needs.
- Oversaw daily operations of the banquet department including inventory control and ordering of supplies.
- Developed effective relationships with customers by providing excellent customer service.
- Adhered strictly to health codes regarding sanitation practices when preparing food for banquets.
- Planned seating arrangements based on number of guests attending the function.
- Worked closely with chefs and kitchen staff in order to guarantee timely delivery of meals at events.
- Ensured that all employees are following safety protocols when handling hazardous materials or equipment.
- Coordinated with employees to arrange tables, chairs and other equipment needed for functions.
- Organized and laid out buffet equipment, food displays, and other items.
- Orchestrated breakdown of rooms and cleanup to return event spaces to original order.
- Interacted with kitchen staff to plan food and beverage logistics.
- Reviewed banquet event orders to determine room layouts and schedule staff.
- Attended and monitored events to direct staff, proactively address issues and solve problems or concerns.
- Instructed staff on appropriate equipment disassembly and storage.
- Communicated with venue personnel to coordinate event logistics.
- Maintained detailed records of stock and reviewed inventory to plan events.
- Mentored and coached team of banquet setters and other event personnel.
- Hired and trained staff and new hires according to company policy and regulations.
- Created schedules for food and beverage service employees.
- Ordered necessary items to meet customer needs and specifications.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Coordinated with sales and catering teams to understand event requirements and client needs.
- Trained new banquet staff on service standards, procedures, and company policies.
- Developed and maintained positive relationships with vendors and suppliers for event needs.
- Liaised with kitchen staff to ensure timely and accurate food service during events.
- Maintained cleanliness and organization of banquet spaces before, during, and after events.
- Facilitated communication between event hosts and staff to ensure smooth operation and guest satisfaction.
- Coordinated setup, execution, and breakdown of banquet events, ensuring seamless operations.
- Handled client inquiries and resolved issues promptly to maintain high levels of satisfaction.
- Ensured all banquet staff adhered to uniform and grooming standards.
- Conducted pre-event briefings with staff to communicate event details and client expectations.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Trained new employees to perform duties.
- Resolved problems or concerns to satisfaction of involved parties.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Assisted staff by serving food and beverages or bussing tables.
- Explained goals and expectations required of trainees.
- Inspected dining and serving areas for cleanliness and proper setup.
Banquet Setup Supervisor
Pinehurst Resort
Pinehurst , North Carolina
1999.05 - 2003.09
- Ensured that banquet staff was adequately trained and prepared for upcoming events.
- Supervised the setup of tables, chairs, linens, decorations and other equipment in accordance with event specifications.
- Monitored banquet staff performance to ensure adherence to established standards of service quality.
- Coordinated with catering staff on food preparation, presentation and delivery during events.
- Maintained inventory of supplies and equipment used in banquets and special events.
- Performed daily inspections of meeting rooms to ensure cleanliness, safety and orderliness prior to setup.
- Developed a detailed plan for each event including room layout, staffing requirements and timeline for completion of tasks.
- Provided guidance to banquet staff regarding proper etiquette when handling guests' requests or complaints.
- Organized storage areas for equipment and supplies used in banquets according to established procedures.
- Resolved any issues related to banquet setup by communicating effectively with supervisors, vendors and other stakeholders.
- Directed all pre-event activities such as setting up audio and visual systems, placing name cards at tables.
- Collaborated closely with catering teams on menu selections, seating arrangements and other details related to the event.
- Managed post-event cleanup operations ensuring that all tables were cleared off promptly after the conclusion of an event.
- Reviewed customer feedback forms after each event to identify areas needing improvement.
- Adhered strictly to health codes while performing duties related to food preparation or serving.
- Assisted in training new hires on policies related to banquet setup operations.
- Ensured compliance with safety regulations while using ladders or other lifting devices during setup operations.
- Proactively identified potential problems before they occurred by anticipating customers' needs ahead of time.
- Conducted periodic check-ins with clients throughout the event process to ensure their satisfaction with services provided.
- Researched alternative sources for cost savings on supplies or equipment used in banquets or special events.
- Coordinated with employees to arrange tables, chairs and other equipment needed for functions.
- Orchestrated breakdown of rooms and cleanup to return event spaces to original order.
- Instructed staff on appropriate equipment disassembly and storage.
- Reviewed banquet event orders to determine room layouts and schedule staff.
- Hired and trained staff and new hires according to company policy and regulations.
- Ordered necessary items to meet customer needs and specifications.
- Maintained detailed records of stock and reviewed inventory to plan events.
- Mentored and coached team of banquet setters and other event personnel.
- Interacted with kitchen staff to plan food and beverage logistics.
- Created schedules for food and beverage service employees.
- Attended and monitored events to direct staff, proactively address issues and solve problems or concerns.
- Communicated with external vendors such as florists and musicians to plan details and guide from beginning to end of event.
- Organized and laid out buffet equipment, food displays, and other items.
- Communicated with venue personnel to coordinate event logistics.
- Developed and maintained positive relationships with vendors and suppliers for event needs.
- Implemented strategies to enhance service efficiency and guest experience during banquet events.
- Coordinated setup, execution, and breakdown of banquet events, ensuring seamless operations.
- Oversaw inventory management, including equipment and linens, to meet event specifications.
- Ensured all banquet staff adhered to uniform and grooming standards.
- Coordinated with sales and catering teams to understand event requirements and client needs.
- Monitored banquet equipment condition, arranging for maintenance or replacements as needed.
- Handled client inquiries and resolved issues promptly to maintain high levels of satisfaction.
- Maintained cleanliness and organization of banquet spaces before, during, and after events.
- Trained new banquet staff on service standards, procedures, and company policies.
- Explained goals and expectations required of trainees.
- Supervised team of employees, maintaining positive and productive atmosphere to enhance employee experience.
Banquet Setup
Pinehurst Resort & Country Club
, NC
1995.03 - 1999.09
- Assist with banquet setup including buffet line items if necessary.
- Organized and oversaw banquet setup, service, breakdown, and storage of equipment.
- Resolved any issues related to banquet setup by communicating effectively with supervisors, vendors and other stakeholders.
- Assisted with banquet setup, including arranging tables and chairs, setting up decorations, and laying out place settings.
- Collaborated closely with wedding planners to coordinate setup timelines and details of design elements for weddings.
- Coordinated conference room availability and setup for internal and external meetings.
- Collaborated with colleagues to develop new ideas for future banquets.
- Trained personnel in proper machine setup, operation, and maintenance techniques.
- Assisted with the setup of equipment used in the finishing process.
- Followed safety protocols when handling large and heavy signs during setup or breakdown.
- Assisted in setting up banquet rooms for special events such as weddings or business functions.
- Set up banquet tables, chairs and other equipment according to event specifications.
- Set up banquet rooms for special events including weddings, parties, business meetings.
- Set up banquet tables and chairs in accordance with event specifications.
- Assisted with the setup and removal of special events in public spaces.
Steward
Pinehurst Resort
Pinehurst , NC
1994.04 - 1995.09
- Ensured adherence to all sanitation policies and procedures for the kitchen area.
- Maintained a clean, safe, and organized work environment.
- Cleaned food preparation areas, cooking surfaces, and utensils.
- Stocked supplies such as food items in refrigerators, freezers, cupboards.
- Operated dishwashers to wash dishes, glasses, silverware, pots and pans.
- Assisted with unloading delivery trucks and putting away stock.
- Cleaned equipment used in kitchen operations such as ovens, grills, fryers.
- Swept and mopped floors of the kitchen area on a regular basis.
- Removed trash from kitchen areas according to established procedures.
- Disposed of waste materials in designated containers per health regulations.
- Collected soiled linens from dining room tables for laundering purposes.
- Prepared large quantities of food items according to recipes or special customer orders.
- Provided general assistance during catering events when required by management staff.
- Organized storage spaces in order to maximize efficiency while minimizing waste.
- Responded quickly to any spills or messes that occurred within the kitchen area.
- Inspected equipment for proper functioning prior to use each day.
- Reported any necessary repairs or replacements needed for kitchen equipment.
- Followed all company guidelines related to food safety standards during meal preparation.
- Kept dishware, glasses and utensils ready for customer needs by quickly scraping, washing and restacking items.
- Maintained clean and well-organized kitchen areas to promote efficiency.
- Disinfected kitchen surfaces, equipment, and tools using cleaner to sanitize.
- Swept and mopped dining areas to provide clean surfaces.
- Restocked main kitchen areas with items from shelves, coolers, and freezers.
- Engaged in periodic deep cleaning projects to uphold high standards of cleanliness and hygiene.
- Contributed to team efforts by accomplishing related tasks as needed to support kitchen operations.
- Assisted in the setup and teardown of event spaces, ensuring timely readiness for functions.
- Maintained cleanliness of dining areas, including floors, tables, and chairs to enhance guest experience.
Education
High School Diploma -
Pinecrest High School
Southern Pines, NC1996-06
Skills
- Scheduling expertise
- Employee Relations
- Policy Enforcement
- Strong leadership
- People Management
- Property Security
- Reservations Management
- Bank Deposit Preparation
- Guest relations expertise
- Inventory Monitoring
- Customer Service
- Assignment Delegation
- Security awareness
- Complaint Handling
- Conflict Resolution
- Delegation proficiency
- Staff training experience
Timeline
Assistant Director of Housekeeping
Pinehurst Resort & Country Club
2015.10 - 2021.11
Executive Steward Manager
Pinehurst Resort & Country Club
2009.08 - 2015.10
Assistant Banquet Manager
Pinehurst Resort & Country Club
2003.09 - 2009.08
Banquet Setup Supervisor
Pinehurst Resort
1999.05 - 2003.09
Catering Staff Member
Creative Catering Services
1995.11 - 2018.09
Banquet Setup
Pinehurst Resort & Country Club
1995.03 - 1999.09
Front Office Overnight Manager
Pinehurst Resort & Country Club
1994.04 - Current
Steward
Pinehurst Resort
1994.04 - 1995.09
High School Diploma -
Pinecrest High School
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