Emma Johnson
Lapeer
Summary
Dynamic Hospitality Manager with extensive experience at Buffalo Wild Wings, excelling in customer service and operational management. Proven track record in enhancing guest satisfaction through effective conflict resolution and staff training. Skilled in POS system operation and performance evaluation, fostering a collaborative environment that drives team success and operational excellence.
Hospitality professional with strong leadership and organizational skills. Proven ability to enhance guest experiences and streamline operations. Excel in team collaboration and adaptable to changing demands. Expertise in staff training, customer service, and conflict resolution. Reliable and results-driven with focus on continuous improvement.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Hospitality Manager
Buffalo Wild Wings
06.2025 - Current
- Assisted in daily operations to ensure exceptional guest experiences.
- Supported team in maintaining cleanliness and organization of facilities.
- Learned and utilized property management software for reservations and billing.
- Collaborated with staff to implement service standards and protocols.
- Addressed customer inquiries and resolved issues promptly to enhance satisfaction.
- Participated in training sessions to understand hospitality best practices.
- Promoted a positive work environment fostering teamwork among employees across all departments within the establishment.
- Collaborated with various departments to achieve operational excellence, boosting overall guest experience quality.
- Managed daily operations for a smooth functioning of the establishment, ensuring high-quality service delivery.
- Evaluated team performance regularly, recognizing outstanding contributors while addressing gaps through targeted coaching sessions or additional training as required.
- Scheduled work hours for 10 to 15 employees to achieve adequate manpower coverage.
- Upheld brand reputation through strict adherence to corporate policies and guidelines relating to guest interactions and facility maintenance.
- Filed incident reports and handled inappropriate behavior to document problems and disturbances.
- Enhanced guest satisfaction by promptly addressing concerns and implementing effective solutions.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Shift Leader
Buffalo Wild Wings
05.2024 - 06.2025
- Oversaw daily operations and managed team schedules to ensure optimal staffing levels.
- Trained new employees on menu offerings, service standards, and operational procedures.
- Monitored food quality and presentation to maintain high customer satisfaction levels.
- Resolved customer complaints effectively, enhancing overall dining experience.
- Collaborated with kitchen staff to streamline service and reduce wait times for guests.
- Trained new employees and delegated daily tasks and responsibilities.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Assisted managers in setting goals for each department within the store and monitored progress toward those objectives regularly.
Server
Buffalo Wild Wings
04.2022 - 05.2024
- Delivered exceptional customer service by accurately taking orders and addressing guest inquiries.
- Collaborated with kitchen staff to ensure timely food preparation and delivery.
- Maintained cleanliness and organization of dining area to enhance guest experience.
- Assisted in training new servers on menu items and service protocols.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Bussed and reset tables to keep dining room and work areas clean.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Maintained high standards of personal appearance and hygiene, reflecting positively on establishment.
- Resolved customer complaints with calm, solution-focused approach, ensuring guest satisfaction.
- Utilized knowledge of menu to make recommendations, enhancing customer dining experience.
Cashier
Buffalo Wild Wings
08.2020 - 05.2024
- Processed customer transactions accurately and efficiently using POS systems.
- Delivered exceptional customer service, addressing inquiries and resolving issues promptly.
- Maintained cleanliness and organization of checkout area to enhance customer experience.
- Assisted in training new cashiers on register operations and customer interaction protocols.
- Collaborated with team members to ensure smooth service during peak hours.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Streamlined checkout process for increased efficiency and reduced waiting times.
Education
Bachelor of Science - Psychology
Oakland University
Rochester, Michigan, MI12-2025
High School Diploma -
Lapeer High School
Lapeer, MI06-2022
Skills
- Customer service
- Team leadership
- Operational management
- Staff training
- Performance evaluation
- Schedule management
- Conflict resolution
- Quality assurance
- Brand compliance
- Incident reporting
- Service standards implementation
- Cash handling procedures
- Food safety guidelines
- POS system operation
- Guest satisfaction enhancement
- Cross-department collaboration
- Cleanliness maintenance
- Sales target achievement
- Menu knowledge
- Employee scheduling
- Staff training and development
- Health and safety compliance
- Guest relations management
- Labor cost control
- Budgeting and financial management
- Food safety regulations
Certification
ServSafe Alcohol
ServSafe Food Management
ServSafe Allergen
Timeline
Hospitality Manager
Buffalo Wild Wings
06.2025 - Current
Shift Leader
Buffalo Wild Wings
05.2024 - 06.2025
Server
Buffalo Wild Wings
04.2022 - 05.2024
Cashier
Buffalo Wild Wings
08.2020 - 05.2024
Bachelor of Science - Psychology
Oakland University
High School Diploma -
Lapeer High School