Emily Blanchard
Council Bluffs,IA
Summary
I am a service management professional known for high standards and who is results orientated. I have a proven track record in optimizing service processes, and enhancing team performance. I have a strong focus on collaboration and adaptability. I can ensure reliable support, and flexibility in dynamic settings. I have demonstrated a strong expertise in team leadership and customer relationship management.
Overview
11
11
years of professional experience
Work History
Service Manager
Olive Garden
02.2017 - Current
- Resolved escalated guest complaints professionally, turning potentially negative guest experiences into positive opportunities for continued patronage.
- Maintained 90% or better on refills offered to every guest, with a turnover rate of less than 30% for 90 days. I maintained a 6.2% in waste costs and identified areas in need of improvements. Under my guidance our team achieved all To-Go orders with 90% or better On-Time and accuracy.
- Hired, trained, and coached the service team members to meet throughput by avoiding false waits and maximizing profit margins.
- Forecasting guest counts, Analyzed business side-by-sides, such as profit/loss, and turnover to identify areas of opportunity to improve business and not waste money,
- Obtained results through others by coaching and mentoring team members, MIT's, and fellow management team.
- Followed up and followed through with validation and held critical 1:1 conversations with team members in order to hold them and myself accountable
- Organized and executed opportunities to volunteer, and donate back to the community.
Hostess/Food Runner
Fuku Sushi
09.2016 - 12.2016
- Greeted guests warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Answered guest questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Proactively assisted servers during busy times, while helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
Lifeguard
Indian Hills Community Club
03.2016 - 08.2016
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Ensured swimmer safety by vigilantly monitoring pool area and enforcing rules.
- Maintained a clean and safe facility, performing necessary cleaning tasks on a daily basis.
- Assisted swimmers in distress using appropriate rescue techniques based on individual needs and circumstances.
- Prevented accidents through regular equipment inspections and maintenance.
- Conducted routine water tests to maintain proper chemical balance, ensuring optimal swimming conditions for patrons.
Hostess
Newks
08.2014 - 12.2015
- Greeted guests warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Answered guest questions about hours, seating, and menu information.
- Handled high-pressure situations calmly and professionally during peak hours or unexpected rushes at the restaurant.
- Improved guest satisfaction by promptly delivering food orders to tables and maintaining communication with kitchen staff.
- Used strong communication between the kitchen, team members, and guests, ensuring clear communication for efficient service delivery.
Server
David's Burgers
08.2013 - 10.2014
- Demonstrated strong multitasking skills by managing multiple tables simultaneously, without compromising service quality.
- Served food and beverages promptly with focused attention to guest 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.
Lifeguard
Wild River Country Water Park
04.2013 - 07.2013
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Ensured swimmer safety by vigilantly monitoring pool area and enforcing rules.
- Monitored safety of guests in and around swimming pool.
- Provided friendly customer service to guests and addressed concerns.
Education
Some College (No Degree) - Law (Pre-Law)
University of Arizona
Tucson, AZSkills
Positive Attitude
Team Leadership
Multitasking and Organization
Problem-Solving
Customer Service
Critical Thinking
Reliability and Responsible
Employee Training and Development
Customer Service Management
Conflict Resolution
Workplace Safety
Languages
Spanish
Limited Working
ASL
Limited Working
Timeline
Service Manager
Olive Garden
02.2017 - Current
Hostess/Food Runner
Fuku Sushi
09.2016 - 12.2016
Lifeguard
Indian Hills Community Club
03.2016 - 08.2016
Hostess
Newks
08.2014 - 12.2015
Server
David's Burgers
08.2013 - 10.2014
Lifeguard
Wild River Country Water Park
04.2013 - 07.2013
Some College (No Degree) - Law (Pre-Law)
University of Arizona
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