Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Heather Swann

Heather Swann

Summary

Accomplished General Manager at Grand River Brewery, I leveraged leadership and operations management skills to drive sales growth and enhance team performance. Excelled in fostering client relationships and implementing labor cost controls, achieving high employee satisfaction and profitability. Proven expertise in staff training and problem resolution, consistently exceeding revenue targets through strategic planning and execution.

Overview

15
15
years of professional experience
1
1
Certification

Work History

General Manager

Grand River Brewery
05.2023 - Current
  • 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

Grand River Brewery
10.2018 - 05.2023
  • 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

Klavons Pizzeria And Pub
05.2009 - 08.2018
  • 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 -

Western High School
Parma, MI

No Degree - Music Education

Jackson Community College
Jackson, MI

Skills

  • Leadership and team building
  • Problem Resolution
  • Operations Management
  • Team Player
  • Training and coaching
  • Staff Management
  • Employee Scheduling
  • Verbal and written communication
  • Labor Cost Controls

Certification

TAM

Serve Safe Alcohol

Serve Safe Manager/Food Handling

Gold Service Certified Guest Service Professional

Timeline

General Manager

Grand River Brewery
05.2023 - Current

Lead Server

Grand River Brewery
10.2018 - 05.2023

Head Bartender

Klavons Pizzeria And Pub
05.2009 - 08.2018

High School Diploma -

Western High School

No Degree - Music Education

Jackson Community College

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Heather Swann