Héctor Santiago
Haines City
Summary
Contribute to a business development with my experience in Customer Service, Fine Dinning Service and Tourism Industry areas such as Food and Beverage to achieve their goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Miller's Ale House
Davenport
07.2023 - Current
- Managed daily restaurant operations to ensure efficient workflow and customer satisfaction.
- Coordinated staff schedules to maintain adequate coverage during peak hours.
- Oversaw inventory management processes to maintain stock levels and reduce waste.
- Facilitated communication between kitchen and front-of-house staff for seamless service delivery.
- Resolved customer complaints effectively to enhance the dining experience for guests.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Ensured that customer service standards were met or exceeded at all times.
- Managed daily operations of the store, including scheduling and supervising staff.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Managed store cash intake with high accuracy and prepared daily bank deposits.
- Monitored inventory levels and placed orders for new stock as needed.
- Controlled business inventory to keep numbers beneath targets through expert oversight and usage monitoring.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Communicated regularly with suppliers regarding product delivery timelines, pricing information.
- Identified opportunities for cost savings and operational efficiency improvements.
- Conducted regular performance evaluations for employees to ensure quality standards were maintained.
- Developed and implemented effective strategies to maximize sales and profits.
- Analyzed financial data and prepared reports for senior management.
- Collaborated with other departments within the organization to coordinate projects.
- Ensured compliance with company policies, procedures, and regulations.
- Conducted regular staff meetings to communicate goals, updates, and receive feedback.
- Handled customer complaints and inquiries, ensuring high levels of satisfaction.
- Developed and maintained relationships with suppliers, vendors, and community partners.
- Managed team schedules, delegations, and performance evaluations to optimize productivity.
- Coordinated with the General Manager to develop and implement strategic plans.
Support Staff Manager
Miller's Ale House
Davenport
07.2021 - 07.2023
- Supervised daily operations in a fast-paced restaurant environment.
- Trained and mentored new staff on customer service standards.
- Coordinated team schedules to ensure optimal staffing levels.
- Resolved customer complaints promptly to enhance guest satisfaction experience.
- Interviewed, hired and trained new employees.
- Investigated misconduct, mediated problems and determined appropriate discipline for staff.
- Conducted regular performance reviews with employees to ensure goals were being met.
Kitchen Manager
Miller's Ale House
Davenport
10.2020 - 07.2021
- Managed kitchen operations to ensure smooth daily functioning.
- Supervised staff to maintain high standards of food quality and safety.
- Coordinated inventory management to optimize supply levels and reduce waste.
- Ensured compliance with health regulations through regular inspections and audits.
- Implemented cost control measures to manage food expenses effectively.
- Facilitated communication between kitchen staff and front-of-house team for efficiency.
- Oversaw daily operations of the kitchen including meal preparation, cooking methods, portion sizes and plate presentation.
- Performed weekly inventories of food items stored in refrigerators or freezers.
- Created weekly schedules for kitchen staff members based on anticipated business volume.
- Ordered ingredients and supplies to maintain adequate inventory levels for the kitchen.
- Inspected equipment regularly to identify necessary repairs or replacements.
- Supervised food production processes ensuring high quality standards were met throughout each stage of preparation.
- Kept kitchen equipment properly functioning by following manufacturer's operating instructions and educating staff on proper use.
- Motivated kitchen staff by establishing goals to increase productivity and quality.
- Maintained accurate records of food costs, labor costs, waste management and other related expenses.
- Received, organized and rotated paper goods and food ingredients.
Service Manager
Miller's Ale House
Davenport
03.2018 - 10.2020
- Trained new employees on service standards and operational procedures.
- Managed daily operations and staff scheduling in a high-volume restaurant.
- Ensured compliance with health and safety regulations for food service.
- Resolved customer complaints and enhanced guest satisfaction levels.
- Coordinated staff meetings to discuss performance and service improvements.
- Implemented strategies to maintain high-quality service during peak hours.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Motivated and supported employees to maintain low turnover.
Bar Manager
Miller's Ale House Restaurant
Kissimmee
07.2016 - 03.2018
- High volume restaurant bar manager
- Team member schedules
- Have staff ready for great execution
- Make sure that the bar is clean at all time
- Licor, Draft beer, bottle beer and bar supplies orders
- Hold standards values
- Floor plan
- Restaurant FOH and BOH set up
- Licor cost
- Inventory
- Oversaw inventory management to maintain optimal stock levels and minimize waste.
- Trained new bartenders on drink preparation and customer service standards.
- Ensured compliance with health and safety regulations throughout the bar area.
- Resolved customer complaints promptly to maintain a positive dining atmosphere.
- Managed bar staff, trained new hires, and implemented disciplinary procedures when necessary.
- Managed day-to-day operations including opening and closing duties, scheduling shifts for employees, cash handling procedures and payroll processing.
- Ordered and maintained an adequate supply of alcoholic beverages, glassware, garnishes, ice, napkins, straws and other items needed for drinks.
- Maintained accurate records of liquor inventory and purchases for budgeting purposes.
- Monitored patron alcohol consumption to encourage safety.
- Reviewed monthly sales reports to identify areas of improvement and growth opportunities.
- Maintained cleanliness standards throughout the bar area including countertops, shelves and equipment.
Bartender/Server
Yantar Restaurant and Bar
Condado
08.2015 - 06.2016
- Customer Service
- Anticipate customers' needs to decide if additional service is needed
- Make drinks for customers and cocktail waitresses
- Input drink orders in system
- Charge the amount due
- Prepare fruit trays (Garnishes)
- Restock the bar with beer, liquor, wine, glassware, juices, etc.
- Bar setting- Make sure that the bar is clean at all time
- Inventory
Bartender and Restaurant Captain
Casa de España Restaurant
San Juan
12.2010 - 08.2015
- Floor supervisor ensuring superior customer service
- Ensure the bar and restaurant is set up properly by opening time
- Take beverage orders from servers or directly from guests or patrons
- Make drinks for customers
- Input drink orders in system
- Customer Service
- Inventory
- Orders to suppliers
- Employees scheduling
Bartender
La Concha Renaissance Resort & Casino
Condado
03.2008 - 10.2009
- Customer service, take orders and serve food and drinks
- Anticipate customers' needs to decide if additional service is needed
- Prepare alcohol and non-alcohol beverages
- Work in a High Volume Bar
- Input drink orders in system
- Charge the amount due
- Worked for big events such as: New Year's Eve party, Holloween Party, Corporate Private events, Wedding Cocktails, etc.
Education
Certification -
Workforce Development Institute
New York, NYEducation (Diploma) - high school diploma or GED
The University of The State of New York
New York, NYSkills
- Cross-selling
- Fine dining experience
- Hiring
- Kitchen experience
- Performance reviews
- Wine knowledge
- Budgeting
- Customer relationship building
- Team development
- FIFO
- Food service management
- Decision making
- Restaurant Server
- Vendor relationship building
- Restaurant management
- Workplace health and safety regulatory compliance
- Team motivation
- Sales
- Sanitation
- Bartending
- Expense management
- Barback
- Managing hospitality teams
- Employee onboarding
- Hostess
- Waitress
- Active listening
- Teaching
- Cost control
- Busser
- Customer retention
- Conflict management
- Staff development
- Staff scheduling
Additional Information
Over 15 years of experience in customer service, restaurants and bar settings, Highly skilled in mixing, garnishing and serving drinks in keeping with bar's specifications, Comprehensive knowledge of inventory on hand, drinks mechanics, and drink pricing, Demonstrated ability to keep the bar organized, stocked and clean, Able to help guests in selecting menu items, Track record of taking and delivering orders quickly, Self-Motivated, Detail Oriented, Organizational communication ability, A good listener at all levels of organization, Capacity to work under pressure, with or without supervision, Strong interpersonal skills / excellent leadership skills, Fully bilingual: English and Spanish (verbally and written), Efficient Problem Solving and Team Oriented, POS Systems
Certification
- ServSafe Food Handler Certification
- Food Safety Manager Certification
- ServSafe
Languages
English and Spanish
Timeline
Assistant General Manager
Miller's Ale House
07.2023 - Current
Support Staff Manager
Miller's Ale House
07.2021 - 07.2023
Kitchen Manager
Miller's Ale House
10.2020 - 07.2021
Service Manager
Miller's Ale House
03.2018 - 10.2020
Bar Manager
Miller's Ale House Restaurant
07.2016 - 03.2018
Bartender/Server
Yantar Restaurant and Bar
08.2015 - 06.2016
Bartender and Restaurant Captain
Casa de España Restaurant
12.2010 - 08.2015
Bartender
La Concha Renaissance Resort & Casino
03.2008 - 10.2009
Certification -
Workforce Development Institute
Education (Diploma) - high school diploma or GED
The University of The State of New York