Donna Malono
Lakeland
Summary
Dynamic leader with proven expertise in operations management and customer service excellence honed at GrillSmith. Leveraged team leadership and problem-solving skills to enhance customer satisfaction and streamline service efficiency. Achieved consistent sales growth through strategic planning and staff development. Skilled in multitasking and fostering vendor relationships, driving operational success and team motivation.
Overview
13
13
years of professional experience
Work History
Assistant Manager
GrillSmith
Lakeland, FL
05.2023 - 09.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Coordinated with vendors for timely inventory replenishment, ensuring product availability.
- Implemented staff training programs to elevate service standards and knowledge.
- Enhanced team productivity by streamlining operational processes.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Bartender
GrillSmith
Lakeland, FL
01.2012 - 05.2023
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Supported special events through attentive service, adapting quickly to varying needs of guests or clients.
- Obtained cash bank and stocked service bar to prepare for operation.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
- Facilitated smooth workflow, coordinating with kitchen and floor staff to expedite orders.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
- Implemented sustainable practices, reducing waste by introducing reusable straws and biodegradable napkins.
- Optimized beverage cost and waste management, regularly reviewing and adjusting pour sizes and inventory levels.
- Streamlined bar operations by maintaining clean and organized work area, ensuring efficient service.
- Resolved customer complaints with empathy and professionalism, turning potentially negative experiences into positive ones.
- Enhanced establishment's reputation, consistently receiving positive feedback on customer satisfaction surveys.
- Developed loyal clientele by engaging in friendly conversations and providing exceptional service.
- Enhanced customer experience with engaging conversations and personalized drink recommendations.
- Fostered culture of teamwork, collaborating with colleagues to ensure smooth operation during high-traffic periods.
- Trained new staff on bar procedures, cocktail recipes, and customer service standards, ensuring consistent service quality.
- Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
- Maintained extensive knowledge of cocktail recipes and preparation techniques, ensuring high-quality beverage menu.
- Handled cash and card transactions accurately, reducing discrepancies and balancing till at end of each shift.
- Enhanced dining experience, suggesting food and drink pairings that complemented menu offerings.
- Managed inventory to prevent shortages, conducting weekly stock checks and placing timely orders.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Kept bar stocked with liquors, juices and garnishes for drinks.
- Upheld strict regulations for safe alcohol service and food safety.
- Assisted with inventorying beverage stock and bar supplies.
- Used extensive knowledge of beer, wine and spirits to make informed recommendations to customers.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
- Prepared custom drink orders by accurately measuring and mixing house ingredients.
- Prepared garnishes by evenly slicing and pitting fruits.
- Helped management plan and serve bar menu exceeding customer expectations.
- Practiced safe work habits, wearing protective equipment and consistently following MSDS and OSHA standards.
Education
Graduated - Art
Lakeland Senior High
Lakeland, FLSkills
- Customer service
- Money handling
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Customer relations
- Team motivation
- Staff training and development
- Staff supervision
- Task delegation
- Goal setting
- Staff management
- Workload management
- Conflict resolution
- Employee scheduling
- Operations management
- Recruiting and interviewing
- Customer relationship management (CRM)
- Staff development
- Policy enforcement
- Orientation and training
- Employee performance evaluations
- Performance reviewing
- Schedule oversight
- Consulting
- Multitasking and organization
- Strategic thinking
- Adaptability and flexibility
- Verbal and written communication
- Scheduling and planning
- Workplace safety compliance
- Employee supervision
- Coaching and mentoring
- Recruitment and hiring
- Inventory management
- Vendor relationship management
- Orientating and training
- Team motivation techniques
- Customer service and satisfaction
- Closing oversight
- Rewards program oversight
- Computer skills
- Problem resolution
- Multitasking Abilities
- Organizational skills
- Multitasking
- Active listening
- Work Planning and Prioritization
- Customer relationship management
- Professional and courteous
- Scheduling and coordinating
Timeline
Assistant Manager
GrillSmith
05.2023 - 09.2024
Bartender
GrillSmith
01.2012 - 05.2023
Graduated - Art
Lakeland Senior High