Jaclyn Martinez
San Antonio,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Key Holder / Lead Trainer
Twin Peaks Restaurants
04.2019 - 01.2021
- Oversaw store operations by counting cash drawers, reviewing equipment management and supervising staff.
- Assisted with team responsibilities by cleaning, managing cash registers and product merchandising.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Motivated my staff as a leader and encouraged a positive work environment.
- Cross-trained on all departments of Front-Of-House service.
- Effectively and strongly supported the management team in all aspects.
- Maintained up-to-date knowledge of product and service changes to properly maintain and train all Front-Of-House staff whilst ensuring my own consistency in above-standard performance.
- Managed work flow to exceed quality service and proactivity in guest satisfaction.
- Maintained positive and respectful relationships with both staff members and guests.
- Assisted managers in weekly inventory by counting all product on-hand and analyzing inventory variations.
- Created incentive-based performance tracking systems to encourage positive and energetic service execution.
- Level headedness in high stress situations.
- Extreme multi-tasking.
Server / Bartender / Trainer
Twin Peaks Restaurants
04.2015 - 01.2021
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Recruited and trained new waitstaff personnel, providing rapid onboarding processes to integrate additional team members quickly.
- Increased sales significantly by upselling higher-end products to customers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Checked identification for minimum age for sale of alcoholic beverages.
- Ensured guest retention by proactively maintaining their satisfaction with an above-standard level of friendliness, professionalism, and customer service.
- Level headedness in high stress situations.
- Extreme multi-tasking.
Server / Shift Leader / Trainer
Texas Roadhouse
06.2013 - 04.2015
- Addressed and resolved customer conflicts with managed waitstaff, verifying satisfactory outcomes for involved parties.
- Handled table service and other dining room tasks to address shortfalls due to unexpected absences or unusual service volumes.
- Recruited and trained new waitstaff personnel, providing rapid onboarding processes to integrate additional team members quickly.
- Collaborated with kitchen staff to coordinate restaurant goals such as upselling certain items, addressing product availability issues and other communication concerns.
- Created incentive-based performance tracking systems to encourage positive and energetic service execution.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Checked identification for minimum age for sale of alcoholic beverages.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Education
High School Diploma -
Judson High School
Converse, TXBachelor of Arts - English / History Education
The University of Texas At San Antonio
San Antonio, TX05.2024
Skills
- Adherence to high customer service standards
- Strategic sales knowledge
- Resource allocation
- Mediation capability
- Workplace safety
- Creative problem solver
- Exceptional time management skills
- Goal-oriented
- Self-motivated
- Strong conflict resolution skills
- Positive and friendly
- Managing interpersonal relationships
Timeline
Key Holder / Lead Trainer
Twin Peaks Restaurants
04.2019 - 01.2021
Server / Bartender / Trainer
Twin Peaks Restaurants
04.2015 - 01.2021
Server / Shift Leader / Trainer
Texas Roadhouse
06.2013 - 04.2015
High School Diploma -
Judson High School
Bachelor of Arts - English / History Education
The University of Texas At San Antonio
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