Elianni Fortunes
Bonita Springs,FL
Summary
Experienced Food Service Manager with a proven ability to manage all facets of food service operations. Proficient in staff supervision, inventory management, and budget control to optimize efficiency and profitability. Skilled in upholding stringent standards of food quality, safety, and customer satisfaction. Adept leader capable of inspiring and guiding teams to hit goals.
Overview
10
10
years of professional experience
Work History
Restaurant Manager
Naples Grande Beach Resort
Naples, FL
12.2019 - Current
- Conducted weekly team meetings to discuss performance issues and provide feedback.
- Analyzed financial statements to identify areas of improvement or cost savings opportunities.
- Inspected dining room area regularly for cleanliness and adherence to safety standards.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Resolved conflicts among employees in an effective manner.
- Ensured compliance with all food safety regulations and sanitation standards.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
- Adhered to all health department regulations regarding food storage and preparation.
- Provided exceptional customer service by anticipating guest needs before they arise.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Assisted staff by serving food and beverages or bussing tables.
- Resolved problems or concerns to satisfaction of involved parties.
Assistant Food and Beverage Manager
Naples Grande Beach Resort
Naples, FL
01.2022 - 03.2023
- Created weekly reports detailing sales figures, labor costs, inventory levels.
- Maintained detailed records of inventory levels and ordering supplies as needed.
- Monitored food quality control procedures to ensure high standards of product.
- Resolved customer complaints in an efficient and professional manner.
- Tracked customer feedback through surveys and online reviews in order to identify opportunities for improvement.
- Collaborated with chefs regarding menu items and recipes in order to create unique dining experiences for guests.
- Supervised daily operations of the restaurant including kitchen staff, servers, bartenders.
- Managed food and beverage operations for upscale urban hotels with relentless focus on hospitable and gracious guest services.
- Oversaw food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.
- Moved throughout dining and kitchen areas, visually monitored alignment with food quality and service standards and took relevant corrective actions.
- Evaluated and analyzed levels of guest satisfaction and focused on continuous improvement and innovative foodservice solutions.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Assisted staff by serving food and beverages or bussing tables.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Resolved problems or concerns to satisfaction of involved parties.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Inspected dining and serving areas for cleanliness and proper setup.
- Coached staff on strategies to enhance performance and improve customer relations.
Supervisor
Naples Grande Beach Resort
Naples, FL
12.2019 - 06.2022
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Created new strategies for improving customer service standards within the organization.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Collaborated with other departments to coordinate workflow processes between teams.
- Directed and supervised team of 15 employees in daily operations.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Implemented quality control measures, significantly reducing error rates.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Responded to customer questions regarding products, prices and availability.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Maintained positive working relationship with fellow staff and management.
Lead Server
Ritz-Carlton
Naples, FL
08.2016 - 12.2019
- Assisted with training new employees on proper table setting, menu knowledge, and customer service techniques.
- Maintained cleanliness in the dining room by wiping down tables, chairs, and other surfaces between seating's.
- Performed cashier duties such as taking payments from customers and making change accurately.
- Answered phone calls from customers regarding reservations or inquiries about menu items.
- Verified accuracy of bills before presenting them to customers.
- Provided exceptional customer service to guests, resolving any issues that arose in a professional manner.
- Addressed customer complaints in an efficient and courteous manner while adhering to restaurant standards.
- Developed and implemented standard operating procedures for the restaurant's dining room operations.
- Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
- Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Leveraged POS system to receive and take guest orders and process payment.
- Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
- Verified legal drinking age before serving beer, wine, and liquor to comply with state law.
- Used suggestive selling techniques to entice customers with more expensive or higher-margin items and add-ons.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Trained new employees to perform duties.
- Informed customers of daily specials and signature menu items.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Prepared checks, itemizing total meal costs and taxes.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
- Filled condiments and napkin containers during slack periods.
Shift Manager
McDonald's
Bonita Springs, FL
01.2014 - 09.2016
- Processed weekly payroll information using appropriate software applications.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Assisted in resolving escalated customer service issues in a timely manner.
- Monitored store operations to ensure compliance with company policies and procedures.
- Responded quickly and effectively to emergency situations as they arose.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Investigated customer complaints regarding merchandise quality or availability promptly.
- Conducted daily shift meetings to review sales goals, safety issues, promotions, and other topics.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Managed the scheduling of staff shifts to ensure adequate coverage at all times.
- Directed and led employees and team members on effective operations, methods and procedures.
- Reinforced rules to promote superior employee performance.
- Coached employees on interactions with customers to drive exceptional service.
- Reported employee behavioral issues, losses and customer complaints to upper-level management.
- Communicated with other shift managers to facilitate continuum of customer service.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Set up and adjusted machines and equipment to produce pre-determined results.
Education
Some College (No Degree) - Hospitality
FGCU
Fort Myers, FLSkills
- Recruitment
- Menu development
- Staff Management
- Customer Engagement
- Operations Management
- Restaurant operations management
- Supervisory skills
- Complaint resolution
- Food Service Background
- Staff Scheduling
- Organization and prioritization
- Shift Management
- Customer-Oriented
- Customer service best practices
Timeline
Assistant Food and Beverage Manager
Naples Grande Beach Resort
01.2022 - 03.2023
Restaurant Manager
Naples Grande Beach Resort
12.2019 - Current
Supervisor
Naples Grande Beach Resort
12.2019 - 06.2022
Lead Server
Ritz-Carlton
08.2016 - 12.2019
Shift Manager
McDonald's
01.2014 - 09.2016
Some College (No Degree) - Hospitality
FGCU
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