Emily Sotelo Matlack
Los Angeles,California
Summary
Results-driven food service professional with over a decade of experience in the fast-paced restaurant and hospitality industry. Possesses proven ability to lead teams, manage operations, and effectively train staff. Expertly resolves customer issues, multitasks, and solves problems. Fabulous at anticipating customer's needs, handling picky and particular guest requests, and keeping a cool head in high pressure situations.
Overview
12
12
years of professional experience
Work History
Server/Manager
Sun Cafe Organic
05.2012 - Current
- Liaised between servers and upper management to address issues and manage challenges.
- Enhanced server efficiency by monitoring performance and implementing necessary upgrades.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Trained servers on order management, food service quality and how to build rapport with guests.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Server
Vegetable
03.2015 - 02.2017
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Increased sales significantly by upselling higher-end products to customers.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Server
Plant, Food, And Wine
01.2016 - 11.2016
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Cultivated warm relationships with regular customers.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked well in a team setting, providing support and guidance.
Server/Hostess
Chi Dynasty
10.2011 - 06.2012
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Bussed and reset tables to keep dining room and work areas clean.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
Education
Bachelor of Fine Arts - Acting
University of Cincinnati: CCM
Cincinnati, OH05.2010
Skills
- Critical Thinking
- Problem-Solving
- Inventory Management
- Liquor Law Compliance
- Reliable and Responsible
- Team Leadership
- Conflict Resolution
- Training and Onboarding
Timeline
Server
Plant, Food, And Wine
01.2016 - 11.2016
Server
Vegetable
03.2015 - 02.2017
Server/Manager
Sun Cafe Organic
05.2012 - Current
Server/Hostess
Chi Dynasty
10.2011 - 06.2012
Bachelor of Fine Arts - Acting
University of Cincinnati: CCM
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