Jade Hidalgo
Summary
Dynamic professional with a proven track record in customer service and leadership, honed across roles at Landry’s Saltgrass Steakhouse. Excelled in conflict management, multitasking, and training new staff, significantly enhancing guest experiences. Skilled in alcohol ordering and suggestive selling, demonstrating exceptional teamwork and professionalism. Results-driven Senior Service Manager with a proven track record of enhancing productivity and streamlining service delivery processes. Specialize in customer satisfaction enhancement, team leadership, and operational efficiency. Excel in communication, problem-solving, and adaptability, ensuring seamless service operations and positive client relationships.
Overview
14
14
years of professional experience
Work History
Senior Service Manager
Landry's Saltgrass Steak House
09.2024 - Current
- Created reports on key performance indicators related to service operations regularly.
- Coordinated staff schedules to ensure adequate coverage during peak hours.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Led the recruitment and hiring process for new service department staff.
- Monitored employee performance through key metrics analysis.
- Analyzed data from various sources to identify trends in customer behavior, preferences and needs.
- Conducted regular performance reviews for employees in the service department and identified areas for improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
- Updated and maintained employee records and documentation for compliance.
- Implemented quality assurance measures throughout all stages of servicing a customer.
- Monitored customer feedback on services received and took corrective actions as needed.
- Pitched in to complete various duties during peak periods or employee absences.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Analyzed competitive offerings to ensure the service department remained competitive.
Bartender
Landry’s Saltgrass Steakhouse
02.2021 - 06.2024
- Fast food menu knowledge, wine experience, and cocktail expertise
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Managed bar area, handled inventory, completed weekly liquor order, regulation compliance and customer relationships.
- Upsold customers from shelf to premium brands to help boost sales.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Completed regular bar inventories and daily requisition sheets.
- Trained new bartenders on drink preparation and upselling techniques.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Poured wine, beer and cocktails for patrons.
- Serve guests with enthusiasm while maintaining professionalism
Bartender and Server
Hooters
03.2014 - 01.2021
- Efficient multitasking skills and ability to successfully tend the bar during high volume shifts
- Solely tended the bar and completed associated tasks during busy shifts such as UFC Fight Nights, Boxing Nights, and All-You-Can-Eat Wing Wednesdays
- Mix drinks, pour beers, answer multi-line phone, manage to-go orders, assist bar guests and tables
- Extensive cocktail knowledge of both common and specialty drinks/shots
- TIPS Certified
- Enhanced customer experience by providing support and resolution to customer service issues in an efficient and professional manner
- Company certified server and bar trainer; set employees up for success by teaching proper company policies while providing positive support
Customer Service Representative
Xerox- Microsoft (Xbox Project)
08.2013 - 03.2014
- Managed daily communications with customers by telephone and email in a timely manner
- Assisted customers with billing, connection, and hardware solutions
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Student Assistant
University Colorado
Colorado Springs
07.2011 - 05.2012
- Provided customer service to students, parents, UCCS employers and administration in person, multi-line telephone, and e-mail
- Processed upcoming appointments, scheduled appointments daily, and made reminder phone calls for such appointments
- Participated in two Career Fairs through preparation as well as welcoming employers and students
- Managed job board and data entry- updated current postings as well as completed profiles for additional job postings available throughout the community
- Verified all pending applicants as current students, alumni of UCCS, or as legitimate employers
- Basic Microsoft and Excel usage and knowledge
Education
Bachelor of Science - Psychology
Colorado State University
05.2021
Skills
- Conflict management and leadership proficiencies
- Ability to provide exceptional customer service
- Successful in working quickly and efficiently, while practicing multitasking
- Experience in effectively completing restaurant related tasks
- Ability to learn quickly
- Anticipating Guest Needs
- Suggestive Selling
- Alcohol Ordering
- Outstanding Customer Service
- Teamwork and Professionalism
- TIPS Certified
- Train new bartenders in bar knowledge
Timeline
Senior Service Manager
Landry's Saltgrass Steak House
09.2024 - Current
Bartender
Landry’s Saltgrass Steakhouse
02.2021 - 06.2024
Bartender and Server
Hooters
03.2014 - 01.2021
Customer Service Representative
Xerox- Microsoft (Xbox Project)
08.2013 - 03.2014
Student Assistant
University Colorado
07.2011 - 05.2012
Bachelor of Science - Psychology
Colorado State University
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