Summary
Overview
Work History
Education
Skills
Timeline
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Heather Drake

Heather Drake

Brandon,FL

Summary

In the 12 years at Cherry’s Bar & Grill I have learned so much . I have programmed each new POS system we have brought into the restaurant. I have built many long lasting relationships with regular customers . I implemented all cleaning closing procedures. Process all check outs for the evening and reconcile if needed . I’m very proud of our restaurant and believe everything should be clean at all times and ever customer should feel at home when they are there .

History of providing quality client service with professional and courteous demeanor. Highly trained collections agent with a reputation for effectively negotiation agreements, persuasively communicating with debtors and closing deals. Well-versed in many successful collections techniques. Motivated, honest, hard working, reliable and productive; proven ability to deliver high quality work and excellent customer satisfaction. Areas of strength include: strong problem solving, leadership and customer satisfaction.

Overview

25
25
years of professional experience

Work History

Night Manager

Cherry’s Bar & Grill
05.2013 - Current
  • Supervised nightly operations, ensuring seamless service and guest satisfaction.
  • Trained and mentored staff to enhance performance and operational efficiency.
  • Implemented standard operating procedures to maintain high-quality service standards.
  • Coordinated with security team to ensure safety protocols during night shifts.
  • Resolved guest complaints promptly, fostering positive experiences and loyalty.
  • Monitored inventory levels and ordered supplies to support uninterrupted service delivery.
  • Analyzed workflow processes, identifying areas for improvement and cost reduction.
  • Managed scheduling for night staff, optimizing coverage based on business needs.
  • Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
  • Resolved customer complaints promptly and professionally to maintain satisfaction.
  • Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
  • Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
  • Conducted nightly inventory management procedures to track sales and stock levels.
  • Resolved guest complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction levels.
  • Trained and mentored new and existing staff to achieve best practices.
  • Created nightly shift task lists to assign duties to each employee.
  • Managed Number employees in delivering smooth, productive night shift operations.
  • Enhanced team performance by providing regular training and promoting a positive work environment.
  • Maintained accurate delivery, sales and inventory records for good stock management.
  • Improved guest satisfaction by efficiently managing night operations and promptly addressing customer concerns.
  • Supported the development of new initiatives aimed at enhancing guest experiences during their stay, contributing valuable insights based on firsthand observations from nightly operations.
  • Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
  • Ensured safety of guests through thorough monitoring of property, conducting security checks, and addressing potential risks.
  • Streamlined night audit processes for increased accuracy and timely financial reporting.
  • Maintained close communication with maintenance teams throughout the evening, responding promptly to service requests and ensuring any necessary repairs were completed in a timely manner.
  • Processed customer orders quickly and accurately to meet dispatch targets.
  • Built constructive working relationships to aid staff loyalty, motivation and productivity.
  • Implemented cost-saving measures to maximize profit margins.
  • Managed staff scheduling, adhering to budget constraints while maintaining excellent service levels during high occupancy periods.
  • Implemented new policies and procedures in response to changing industry trends, resulting in improved operational efficiency.
  • Reduced employee turnover by fostering open communication, providing constructive feedback, and recognizing outstanding performance.
  • Established reliable inventory management system for night shift operations, ensuring no shortage of supplies.
  • Boosted revenue by identifying and promoting upselling opportunities to guests during nighttime.
  • Streamlined night audit processes for more accurate financial reporting, enhancing financial integrity.
  • Monitored compliance with health and safety regulations, reducing potential risks to guests and staff.
  • Enhanced guest experience by promptly addressing and resolving nighttime inquiries and issues.
  • Increased guest satisfaction, responding swiftly to special requests and ensuring amenities were readily available.
  • Fostered positive work environment, leading by example and encouraging open communication among night staff.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established team priorities, maintained schedules and monitored performance.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Receptionist

Venture Construction
10.2011 - 02.2013
  • Responsible for Subcontractors Contracts, Lien Waivers & Processing of weekly checks.
  • Processed and paid all Hotel, Lowes & Home Depot Bills every month, and processed all Expense Reports for Supers on Jobs weekly.
  • Answered all incoming phone calls, opened and dispersed all mail, UPS & Fed-Ex packages.

Key Account Support Representative

Media General - Tampa Tribune
09.2009 - 06.2011
  • Responsible for supporting the Health, Schools & Services category team which consisted of one manager and five sales representatives.
  • Entered all insertion orders received from clients into the system.
  • Uploaded and worked on all ad copy received from clients.
  • Worked one on one with clients daily to ensure that their ads were approved, ordered and would be printed in the paper at the designated time.

Senior Credit Representative

Media General - Tampa Tribune
06.2000 - 06.2009
  • Responsible for collections calls to over 300 + accounts which were 45 days or older.
  • Reconciled accounts and worked with customers to resolve disputes or credit issues on their accounts.
  • Worked hand in hand with sales staff on a daily basis to keep their aging reports to a minimum and assist them with any client issues as needed.

Education

Bloomingdale Senior High School
Valrico, FL

Skills

  • Toast
  • Strong Negotiating skills
  • Excellent Customer Service Skills
  • SpotON
  • Data Entry/Excel
  • Collections
  • Accounts payable/receivable
  • MS Office
  • Managed 300 accounts- kept within 45 days

Timeline

Night Manager

Cherry’s Bar & Grill
05.2013 - Current

Receptionist

Venture Construction
10.2011 - 02.2013

Key Account Support Representative

Media General - Tampa Tribune
09.2009 - 06.2011

Senior Credit Representative

Media General - Tampa Tribune
06.2000 - 06.2009

Bloomingdale Senior High School

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Heather Drake