Jessica Roe
Newark,OH
Summary
Dynamic Manager on Duty at River Road Coffee House, recognized for exceptional strategic planning and a strong focus on customer service that resulted in improved service quality and elevated customer satisfaction scores. Skilled in staff training and development, promoting employee engagement, and effectively increasing sales through targeted upselling strategies. Maintains high standards of conduct to uphold the company.
Overview
2
2
years of professional experience
Work History
Manager on Duty
River Road Coffee House
Newark, Ohio
11.2023 - Current
- Executed precise handling of payment processing and register management.
- Ensured compliance with health and safety regulations, including proper food handling and cleanliness standards.
- Gathered and utilized customer feedback to enhance service quality.
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Received and accurately processed customer payments.
- Ensured adherence to manufacturer instructions for equipment upkeep.
- Enhanced the longevity of brewing machines by thoroughly cleaning them to eliminate buildup.
- Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
- Addressed and resolved customer concerns to maintain brand loyalty.
- Produced high-quality coffee offerings such as espresso-based drinks, blended coffees, and an assortment of teas.
- Supported highest standards of conduct and service to support company reputation.
- Utilized upselling techniques to promote bakery items and specialty drinks, increasing average order value.
- Trained new baristas on coffee-making techniques, customer service standards, and operational procedures.
- Participated in coffee tasting and evaluation to enhance product knowledge and menu development.
- Implemented promotional activities, including in-store events, to increase customer engagement and sales.
- Maintained high levels of customer satisfaction by efficiently handling drink orders and inquiries.
- Maintained calm demeanor during high-volume periods and special events.
Lead Server Trainer
Mellow Mushroom
New Albany, Ohio
08.2022 - 11.2023
- Assessed server performance with post-training evaluations.
- Developed various instructional materials including job aids, manuals, handouts and videos.
- Performed ongoing assessments of wait staff, offering insights directly to both team members and management.
- Coordinated with hosts, bussers, and kitchen staff to ensure seamless customer service.
- Addressed and resolved any interpersonal issues among trainees, promoting a harmonious training environment.
- Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
- Calculated charges, issued table checks, and collected payments from customers.
- Introduced time-management techniques to help new servers efficiently balance multiple tables and customer requests.
- Provided ongoing coaching and feedback to new servers, facilitating a smooth transition to their roles.
- Provided exceptional service to high volume of daily customers.
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Efficiently assessed and addressed customer requirements, particularly during busy periods.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
Education
High School Diploma -
Lakewood High School
Hebron, OH05-2014
Skills
- Scheduling proficiency
- Budgeting expertise
- Staff training and development
- Policy enforcement
- Employee engagement
- Customer service focus
- Waste reduction
- Strategic planning
- Employee motivation
- Relationship building
- Workflow management
- Task delegation
- Analytical thinking
- Verbal and written communication
Affiliations
- Author
Timeline
Manager on Duty
River Road Coffee House
11.2023 - Current
Lead Server Trainer
Mellow Mushroom
08.2022 - 11.2023
High School Diploma -
Lakewood High School
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