Gabrielle Herselius
Des Moines
Summary
Dedicated hospitality professional with exceptional customer service skills, cash handling expertise, and a strong work ethic. Proven ability to enhance guest engagement and streamline operations.
Results-driven professional known for exceptional guest engagement and operational management. Experienced in optimizing workflows and enhancing team performance to deliver outstanding dining experiences.
Dynamic FOH manager with a strong background in training and mentoring staff to improve service standards. Expertise in fostering team collaboration, managing inventory, and enhancing customer satisfaction through operational efficiency.
Professional hospitality worker, ready to excel in fast-paced environment. Proven track record in ensuring exceptional customer service and satisfaction. Strong focus on teamwork and adaptability, consistently meeting changing needs. Skilled in managing multiple tasks, handling customer inquiries, and maintaining clean and organized workspace. Reliable and results-driven, with positive attitude and excellent communication skills.
Overview
9
9
years of professional experience
Work History
Server/Bartender
Clydes Fine Diner
Des Moines, IA
10.2024 - Current
- Delivered exceptional customer service to enhance dining experiences.
- Managed multiple tables effectively, ensuring prompt order taking and food delivery.
- Assisted guests with menu selections, providing knowledgeable recommendations.
- Collaborated with kitchen staff to ensure timely preparation of orders.
- Trained new servers on restaurant protocols and customer service standards.
- Cultivated warm relationships with regular customers.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Boosted beverage sales, designing and promoting range of signature cocktails.
FOH Manager
St.Kilda
Des Moines, IA
09.2023 - 09.2024
- Supervised daily front-of-house operations, ensuring high service standards and customer satisfaction.
- Trained and mentored staff on operational procedures and customer engagement techniques.
- Implemented effective scheduling strategies to optimize workforce productivity during peak hours.
- Managed inventory levels, coordinating supply orders to maintain stock availability and reduce waste.
- Improved customer satisfaction by implementing efficient front-of-house operations and staff management techniques.
- Enhanced communication between FOH staff members by holding daily pre-shift meetings updating on changes in menus or promotions.
- Managed inventory levels to ensure adequate stock availability while minimizing waste and spoilage costs.
- Collaborated with back-of-house teams to deliver seamless dining experiences and high-quality service standards.
- Developed strong vendor relationships for better pricing negotiations, resulting in cost savings for the restaurant.
FOH Manager
Franka Pizzeria
Des Moines, IA
04.2023 - 02.2024
- Developed training materials focused on enhancing employee performance and service delivery consistency.
- Resolved customer complaints efficiently, reinforcing positive guest experiences and loyalty initiatives.
- Collaborated with kitchen staff to streamline communication, improving overall service flow during busy shifts.
- Conducted regular performance evaluations, providing constructive feedback to foster professional development among team members.
- Handled customer complaints effectively, resolving issues promptly to maintain brand reputation and garner positive reviews.
- Elevated team performance with regular training sessions, addressing areas of improvement and promoting best practices.
- Increased repeat business by creating personalized interactions with guests and recognizing loyal customers'' preferences.
- Introduced operational improvements that increased efficiency while maintaining exceptional service quality levels consistently.
- Maintained a safe, secure, and sanitary work environment for all employees and guests by adhering to established guidelines and protocols.
Assistant Manager
Jersey Mike's Subs
Des Moines, IA
05.2019 - 08.2023
- Supervised daily operations to ensure excellent customer service and operational efficiency.
- Trained and mentored team members on menu offerings and customer engagement strategies.
- Implemented inventory management processes to optimize stock levels and reduce waste.
- Monitored compliance with health and safety regulations, ensuring a safe work environment.
- Collaborated with management to enhance operational workflows, driving overall performance improvements.
- Resolved customer complaints promptly, fostering positive relationships and repeat business opportunities.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Established team priorities, maintained schedules and monitored performance.
Ticket Taker
Iowa State Fair
Des Moines, IA
08.2017 - 08.2022
- Managed ticket collection and validation to ensure smooth entry for fair attendees.
- Trained new staff on ticketing processes and customer service standards.
- Monitored entry points to maintain safety and security protocols during events.
- Implemented efficient workflow strategies to reduce wait times at ticket gates.
- Assisted in resolving customer inquiries and complaints with professionalism and courtesy.
- Provided information about current and future events at facility.
- Provided guidance on seating and ticketing procedures to increase customer satisfaction.
- Reviewed tickets for authenticity and applicability to particular event.
- Greeted customers with smile and provided friendly, knowledgeable service.
Customer Service Representative
Hy-Vee
Johnston, IA
09.2020 - 02.2021
- Resolved customer inquiries and complaints efficiently, ensuring high satisfaction levels.
- Assisted in training new staff on customer service protocols and best practices.
- Maintained accurate records of customer interactions and transactions in CRM system.
- Streamlined processes to enhance service delivery, reducing response times significantly.
- Analyzed customer feedback trends to inform management decisions on service improvements.
- Mentored junior representatives, fostering a collaborative work environment and skill development.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed training materials for ongoing staff education on company policies and procedures.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Theodore Roosevelt High School
Des Moines, IA04-2020
Skills
- Strong work ethic
- Exceptional customer service
- Cash handling
- Guest engagement
- Memory retention
- Hospitality service expertise
- Customer service
- Safe food handling
- Menu memorization
- High volume dining
- Team collaboration
- Food and beverage pairings
Timeline
Server/Bartender
Clydes Fine Diner
10.2024 - Current
FOH Manager
St.Kilda
09.2023 - 09.2024
FOH Manager
Franka Pizzeria
04.2023 - 02.2024
Customer Service Representative
Hy-Vee
09.2020 - 02.2021
Assistant Manager
Jersey Mike's Subs
05.2019 - 08.2023
Ticket Taker
Iowa State Fair
08.2017 - 08.2022
High School Diploma -
Theodore Roosevelt High School