Hope Reed
Grand Rapids
Summary
Dynamic hospitality professional with extensive experience at Applebee's Grill + Bar, recognized for exceptional customer service and effective training skills. Proven ability to enhance team performance and streamline operations, ensuring high customer satisfaction. Strong multitasking and communication skills, coupled with expertise in responsible alcohol service, contribute to a positive dining experience.
Hospitality professional prepared for this role with comprehensive experience in high-energy environments. Proven ability to create memorable guest experiences and maintain well-organized bar area. Reliable team player and adaptable to changing needs, showcasing skills in mixology and customer interaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Bartender
Applebee's Grill + Bar
Holland, MI
01.2025 - Current
- Prepared and served a diverse range of beverages, ensuring quality and presentation standards.
- Managed bar inventory, including ordering supplies and minimizing waste.
- Trained new staff on bartending techniques and customer service protocols.
- Maintained cleanliness and organization of bar area to enhance operational efficiency.
- Collaborated with kitchen staff to synchronize food and drink orders for timely service.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
Waitress Trainer
Applebee's Grill + Bar
Holland, MI
09.2022 - Current
- Trained new waitstaff on menu knowledge and customer service standards.
- Developed training materials to enhance onboarding experience for new employees.
- Monitored and evaluated staff performance to ensure adherence to operational procedures.
- Implemented feedback mechanisms to improve service quality and team efficiency.
- Conducted regular training sessions on upselling techniques and order accuracy.
- Collaborated with management to refine training programs based on employee performance data.
- Fostered a supportive environment that encouraged ongoing learning among staff members.
- Developed strong communication skills by effectively conveying information between kitchen staff, management, and waitstaff.
- Improved customer satisfaction by providing exceptional service and addressing guest concerns promptly.
- Maintained consistent customer satisfaction rates through attentive listening skills and prompt issue resolution when necessary.
- Provided support during high volume periods by efficiently managing multiple tables simultaneously without compromising service quality.
- Promoted teamwork among staff members through collaboration efforts and fostering a positive work atmosphere.
- Assisted new hires in acclimating to the workplace by providing support, encouragement, and guidance throughout their training period.
- Implemented proper food handling procedures for a clean and safe dining environment, resulting in fewer customer complaints.
- Ensured smooth transitions between shifts by conducting thorough handovers with incoming waitstaff regarding ongoing table statuses or special requests from guests.
- Increased overall restaurant performance through comprehensive staff training on menu items, upselling techniques, and company policies.
- Reduced order errors by implementing standardized processes for communicating orders clearly between front-of-house and back-of-house teams.
- Recognized for exemplary training skills by management, resulting in increased responsibilities and involvement in onboarding new employees.
Banquet Server
Hawks View Golf Club
Lake Geneva, WI
08.2022 - 09.2022
- Delivered exceptional service at high-profile events, ensuring guest satisfaction and seamless execution.
- Collaborated with kitchen staff to coordinate timely food service and maintain presentation standards.
- Prepared banquet rooms by setting up tables, chairs, linens, and decorations per event specifications.
- Assisted in training new servers on service protocols and operational procedures to enhance team efficiency.
- Maintained cleanliness and organization of dining areas during events to uphold club standards.
- Monitored guest needs throughout events, proactively addressing requests for optimal experience.
- Supported event setup and breakdown processes, ensuring all materials were accounted for post-event.
- Enhanced workflow by providing feedback on service operations, contributing to continuous improvement initiatives.
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Managed multiple tasks simultaneously while maintaining composure under pressure in fast-paced banquet environments.
- Set up banquet tables and chairs based on event requirements.
- Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large-scale events.
- Completed post-event tasks such as cleaning, breakdown, and inventory management to prepare for future banquets efficiently.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Adhered to all health and safety regulations while serving food and beverages.
- Assisted in setting up the event space, ensuring proper table arrangements and placement of utensils for seamless guest experience.
- Carried out professional service, retaining polite and friendly approach at all times.
- Provided friendly, courteous service to create memorable moments for guests.
- Worked with banquet manager to coordinate event set up and schedule.
- Arranged linens and table settings according to seating plan and event theme.
- Answered guest questions about event plans and food service choices.
- Responded to guest inquiries and requests promptly and courteously.
- Increased overall event success by anticipating guests'' needs and promptly addressing requests or concerns.
- Handled special dietary requests, ensuring all guests received appropriate meals according to their preferences or restrictions.
- Adapted to last-minute changes in event schedules or requirements, effectively modifying plans and maintaining service quality without any negative impact on guest experience.
- Contributed to positive guest feedback by consistently delivering high-quality service in a professional manner.
Front of House Employee
Mama K’s
Gurnee, IL
06.2017 - 10.2017
- Managed customer interactions to ensure a welcoming and efficient dining experience.
- Coordinated front-of-house operations, optimizing seating arrangements for maximum efficiency.
- Trained new staff on service protocols, enhancing team performance and customer satisfaction.
- Resolved customer complaints effectively, fostering a positive dining environment and loyalty.
- Collaborated with kitchen staff to streamline order delivery and improve service speed.
- Maintained cleanliness and organization of dining area, ensuring compliance with health standards.
- Maintained a clean and welcoming environment for guests, contributing to positive dining experiences.
- Handled high-pressure situations with grace, maintaining excellent service standards even during peak hours or understaffed shifts.
- Performed opening and closing duties diligently, ensuring the restaurant was ready for optimal operations each day.
- Helped guests at tables when in need of assistance.
- Managed phone lines, taking reservations, processing takeout orders, and addressing any customer concerns with professionalism.
- Balanced daily cash drawers accurately while adhering to proper cash handling procedures set forth by management.
- Accurately operated cash register to process customer payments.
- Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
- Completed milkshakes and ice cream desserts for customers.
Education
High School Diploma -
Grayslake Central Highschool
Grayslake, ILGeneral Studies
College of Lake County
Grayslake, ILPsychology
Hope College
Holland, MISkills
- Strong multitasking
- Customer service
- Highly reliable
- Team player attitude
- Clear and effective communication
- Patience and tolerance
- Outgoing personality
- Engaging personality
- Cleanliness and hygiene
- Customer service expertise
- Responsible alcohol service
- Complex Problem-solving
- Payment processing
- Handling difficult customers
- Cash register operation
- Menu memorization
- Hospitality service expertise
- Service-oriented mindset
Certification
- ServSafe Certification
Hope Award
This was an Award I received in highschool from a theater group I was performing with. It was a new award created for and named after me. I received this award because I mentored a young deaf girl in the musical I was currently in because I can speak American Sign Language (ASL). I signed the lyrics of all the songs to her while we were learning them and helped her understand music cues.
Languages
ASL
Limited Working
Timeline
Bartender
Applebee's Grill + Bar
01.2025 - Current
Waitress Trainer
Applebee's Grill + Bar
09.2022 - Current
Banquet Server
Hawks View Golf Club
08.2022 - 09.2022
Front of House Employee
Mama K’s
06.2017 - 10.2017
High School Diploma -
Grayslake Central Highschool
General Studies
College of Lake County
Psychology
Hope College