Heather Kingsley
Oak+Iron
Jackson,MI
1
Certification
17
years of professional experience
Dynamic operations professional with extensive experience and a commitment to excellence. Recognized for delivering impactful results while fostering a collaborative team environment that drives success. Adaptable to evolving business needs, ensuring seamless transitions and sustained performance. Expertise in strategic planning and operational oversight positions as a valuable asset in achieving organizational goals.
Work History
General Manager of Operations
9 Months- Streamlined operational processes to enhance efficiency and reduce costs across multiple departments.
- Implemented quality control measures, improving product consistency and customer satisfaction ratings significantly.
- Developed training programs for staff, fostering skill development and enhancing team productivity levels.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
General Manager
2 Years 9 Months- Managed budget implementations, employee reviews, training, and schedules.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Formulated policies and procedures to streamline operations.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
Lead Server
4 Years 7 Months- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
- Cultivated warm relationships with regular customers.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Collaborated with kitchen staff to ensure accurate and timely delivery of meals, resulting in higher customer satisfaction rates.
- Implemented upselling techniques to boost average check size while still prioritizing guest satisfaction.
- Maintained clean and organized dining areas, ensuring a pleasant atmosphere for guests at all times.
- Mentored new servers, sharing best practices for exceptional service and fostering a positive work environment.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Observed servers to provide feedback and coaching in areas requiring improvement.
- Developed strong rapport with regular customers, encouraging repeat business through genuine connection-building efforts.
- Collaborated with managers on employee scheduling needs, helping maintain optimal coverage during peak hours without sacrificing quality of service.
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
Head Bartender
9 Years 3 Months- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Developed a strong rapport with patrons, resulting in repeat business and increased loyalty.
- Trained new bartenders on drink recipes, mixing techniques, and customer service skills to enhance overall performance.
- Monitored cash handling procedures to ensure accuracy in transactions while minimizing instances of theft or loss.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Closed out cash register and prepared cashier report at close of business.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Maintained a clean and organized workspace, adhering to strict hygiene standards for the health and safety of customers.
- Increased customer satisfaction by providing exceptional service and crafting high-quality cocktails.
- Educated staff on responsible alcohol serving practices; created a safe and enjoyable atmosphere for guests while reducing liability risks.
- Developed specialty drinks to work with menu changes, sustaining customer interest and solid bar revenue.
- Crafted special drink and cocktail menu items for seasonal offerings.
Education
High School Diploma
No Degree - Music Education
Skills
Leadership and team building
Problem Resolution
Operations Management
Team Player
Training and coaching
Staff development
Business analysis
Schedule management
P&L management
Certification
TAM
Serve Safe Alcohol
Serve Safe Manager/Food Handling
Gold Service Certified Guest Service Professional
Timeline
General Manager of Operations
Oak+Iron
11.2025 - CurrentRead More
General Manager
Grand River Brewery
05.2023 - 02.2026Read More
Lead Server
Grand River Brewery
10.2018 - 05.2023Read More
Head Bartender
Klavons Pizzeria And Pub
05.2009 - 08.2018Read More
Jackson Community College
No Degree from Music Education
Read More
Western High School
High School Diploma
Read More