GIOVANNA PENA
Maspeth,NY
Summary
Dynamic leader with a proven track record at adept in strategic planning and complaint resolution. Excelled in enhancing team performance and customer satisfaction through effective communication and leadership. Skilled in workflow management and influencing, achieving significant improvements in operational efficiency. Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team Leader/Lead Banquet Server
PIER SIXTY COLLECTION
New York, NY
03.2023 - Current
- Collaborated with other departments to ensure alignment of goals across teams.
- Maintained a positive work environment that promoted collaboration between team members.
- Conducted regular performance reviews to assess individual team member progress.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Ensured compliance with all safety regulations in the workplace.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Developed strategies for problem solving and conflict resolution among team members.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
SERVISE SUPERVISOR
CONVENE
New York, NY
07.2022 - Current
- Built strong relationships with customers through effective communication skills.
- Ensured all equipment was maintained in safe working order by performing regular maintenance checks.
- Performed regular inspections of work areas to identify potential safety hazards.
- Monitored daily performance of team members to ensure compliance with company standards.
- Resolved escalated customer issues in a timely manner while maintaining high satisfaction ratings.
- Developed incentive programs designed to motivate staff members towards achieving organizational goals.
- Coordinated with other departments to resolve customer complaints promptly and effectively.
- Provided guidance on best practices related to customer service processes.
CAPITAN SERVER
PLANITNEW YORK LLC
New York, NY
08.2017 - 08.2022
- Assisted in training new servers.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Greeted guests and provided menus.
- Prepared drinks according to standard recipes.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Followed health safety guidelines when preparing and serving food products.
- Maintained records of transactions made during shift as required by law or company policy.
- Provided excellent customer service to ensure satisfaction.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Monitored dining room for cleanliness and proper set-up at all times.
- Checked food before serving it to customers.
- Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
- Operated POS terminals to input orders, split bills, and calculate totals.
- Provided exceptional service to high volume of daily customers.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Communicated with hosts, bussers, and kitchen staff to prepare for and serve customers.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
Banquet Server
Arlington Hotel
New Hampshire, NH
10.2016 - 12.2017
- Upheld exceptional food, beverage and service standards to surpass customer expectations.
- Changed table settings between courses as necessary.
- Removed and replaced dirty dishes and utensils to maintain table settings.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Provided refills on drinks as requested by customers.
- Provided prompt, friendly service to all guests during banquets or catered events.
- Totaled checks and used cash register to accept payment for services.
- Responded promptly and courteously to guest inquiries and complaints.
- Adhered to sanitation and safety policies, protecting establishment, and patrons.
- Checked guest satisfaction levels throughout the event ensuring their needs were met promptly and courteously.
- Collected dishes promptly after each course, cleared crumbs and glassware and maintained customer satisfaction.
- Greeted arriving guests and escorted each to assigned tables, took drink orders and answered questions about events.
- Participated in ongoing training to enhance job skills and knowledge.
- Used clear communication to relay food and drink orders to kitchen staff.
Education
J.D. - Accounting
IUTEPAL
VENEZUELA10-2003
High School Diploma -
C.D AGUSTIN COAZZI
VENEZUELA07-1988
Skills
- Complaint resolution
- Meeting facilitation
- Leading team meetings
- Sales expertise
- Performance improvement
- Overseeing daily activities
- Verbal and written communication
- Strategic planning
- Leadership
- Shift scheduling
- Workflow management
- Key performance indicators
- Deadline management
- Onboarding and orientation
- Influencing skills
- Issue resolution
Certification
PREVENTING WORKPLACE HARRASMENT / FENDAMENTALS RESTAURANTE
-TRALIAN PROFESSIONAL CONTINUING EDUCETION /DECEMBER 2024
NYC commission on human Rights
-Confronting Sexual Harassment, tool and strategies to create a harassment-free workplace / April 2024
-New York State of Opportunity.State Liquor Authority 2023 School (AMERICAN SAFETY COUNCIL, IN) Approval Number (ALBANY AT 0014)
ALCOHOL TRAINING AWARENESS PROGRAM( tree Years0
AMERICAN SAFETY HEALTH INSTITUTE, MEDIC FIRST AID and EMS SAFETY
-HSI CPR/AED
Timeline
Team Leader/Lead Banquet Server
PIER SIXTY COLLECTION
03.2023 - Current
SERVISE SUPERVISOR
CONVENE
07.2022 - Current
CAPITAN SERVER
PLANITNEW YORK LLC
08.2017 - 08.2022
Banquet Server
Arlington Hotel
10.2016 - 12.2017
J.D. - Accounting
IUTEPAL
High School Diploma -
C.D AGUSTIN COAZZI
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