Jessica Starcher
Waverly,PA
Summary
Experienced supervisor bringing demonstrated success in developing and motivating strong restaurant teams to assist all customers consistently. Keeps all areas clean and sanitized while managing inventory and preventing waste. Positive and upbeat with customers and team members alike. Friendly food industry server proficient at creating positive consumer experiences that lead to return business. Fast-learner adept at memorizing menu details and specialty items for enhanced dining experience. Noted for prompt attention and respectful demeanor. Observant server with over 10 years of experience facilitating fantastic dining experiences. Food industry veteran with experience seating guests and bartending. Celebrated for wide skillset and positive attitude.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Beverage Server
Mohegan Sun at Pocono Downs
Wilkes-Barre, PA
12.2013 - 07.2016
- Serve alcoholic and non-alcoholic beverages to guests in a timely manner throughout all areas of casino property
- Accurately used MICROS handheld system to process patron payments
- Knowledgeable of casino property lay out to direct guests in need of assistance
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Prepared hot coffee and tea according to customer requests.
- Answered customers' questions, recommended items, and recorded order information.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Checked guests' identification before serving alcoholic beverages.
Server, Hostess, Shift Supervisor
Fire and Ice on Toby Creek
Shavertown, PA
04.2013 - 07.2016
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Cultivated warm relationships with regular customers.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Answered customer questions about hours, seating, and menu information.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Used cash registers and credit card machines to cash out customers.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Served food and beverages promptly with focused attention to customer needs.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Provided adequate supply of place settings for tables and miscellaneous supplies for work stations to last throughout assigned shift.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Relayed guest comments or suggestions to manager on duty for further action.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Accommodated special seating requests for guests to enhance satisfaction.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Bussed and reset tables to keep dining room and work areas clean.
- Enforced company policies and regulations with employees.
Call Center Representative
Mohegan Sun at Pocono Downs
Wilkes-Barre, PA
06.2013 - 12.2013
- Provide guests with the latest information for MSPD including casino promotions and events
- Booking hotel reservations in a timely and efficient manner
- Other duties include, but are not limited to: Answering the telephone and making outbound calls
- Directing calls to other departments
- Up-selling and booking hotel rooms
- Make event reservations and restaurant reservations through the ACSC program
- Give directions to MSPD
- Updating guest contact information in ACSC and Streamline
- Fulfilling gift cards through MSPD website and over the telephone
- Processing credit cards through the MICROS transaction system
- Mail and fax Win/Loss and W2-G forms
- Know all the rules and regulations for monthly promotions
- Record selected areas of inbound calls and putting them into the Call Tracking Spreadsheet
- Be knowledgeable about daily casino and horse racing events.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
Performer
Prather Entertainment Group
Fort Myers, FL
08.2010 - 03.2013
- Entertained theater goers nightly singing, acting and dancing in listed shows
- Regularly performed for promotional events/news hours
- Participated regularly in post-show talk back sessions
- Responsible to learn blocking, movement and music quickly for extremely short rehearsal periods.
- Learned scripts to understand characters' relationships and develop role interpretations.
- Studied and rehearsed roles from scripts to interpret and memorize lines and cues.
Server, Trainer, Party Captain, Bartender, Hostess
Caffe Cielo
New York
04.2006 - 08.2010
- Regularly work shifts as floor supervisor overseeing the entire restaurant
- Handle most cashiering aspects including closing out each server upon shift close
- Manage fellow co-workers
- Address and resolve all guest questions, complaints, and issues
- Responsible for training newly hired staff
- Train new wait staff in all aspects of their jobs, including opening/preparing the entire restaurant for the day and closing/preparing the restaurant for the next morning
- Evaluate trained staff to determine preparedness for independent responsibility
- Regularly work shifts as 'party captain' overseeing all aspects of group events
- Set up/prepare restaurant in accordance with group resume including decor
- Work as liaison to the group contact to attend to any specific ongoing needs and ensure complete satisfaction
- Manage the crew assigned to the event from start to finish, including delegating specific responsibilities to each server as pertains to the needs of the event
- Work together with kitchen staff to ensure timeliness of food preparation and communicating any deviations from initial resume to management and kitchen staff alike
- Server responsibilities include serving food and beverages, clearing tables, ensuring guest satisfaction, and having an extensive knowledge of the food and beverage menu with frequent changes
- Cross-trained as hostess, cashier, and bartender
- Handled all aspects of reservations by phone
- Greeted, conversed, and seated each table and was responsible for managing the flow of reservations throughout the restaurant to ensure even division of tables amongst wait staff
- Ensured that regular guests received their preferred tables/developed rapport with frequent guests to ascertain their specific likes/dislikes to further enhance their experience.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
Server, Banquet Server
Westmoreland Club
Wilkes-Barre
11.2005 - 12.2006
- Responsible for setting up and breaking down event décor requirements, dressing and clearing tables, ensuring side-work is done in a timely manner, ensuring guest satisfaction, cocktailing prior to main event, serving and clearing food and beverage items with proper etiquette and having in depth knowledge of event menu.
Server
Da Marino
New York
12.2006 - 05.2006
- Responsible for all aspects of serving food and beverages to guests in an incredibly busy Times Square environment
- Extensive knowledge of a very large and varied food and beverage menu
- Adept at 'up-selling' certain food and beverage items daily.
Education
Bachelor of Arts -
Wilkes University
Wilkes-Barre, PA 09.2002 - 05.2005
Skills
MICROS operating systemundefined
Additional Information
I do speak a little spanish which may come in handy in a pinch. I also have four small kids and through them I have great patience and multi tasking skills along with excellent problem solving. I would also be an ideal candidate for shifts on the weekend.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You can learn many things from children. How much patience you have, for instance.
Franklin P. Adams
Timeline
Beverage Server
Mohegan Sun at Pocono Downs
12.2013 - 07.2016
Call Center Representative
Mohegan Sun at Pocono Downs
06.2013 - 12.2013
Server, Hostess, Shift Supervisor
Fire and Ice on Toby Creek
04.2013 - 07.2016
Performer
Prather Entertainment Group
08.2010 - 03.2013
Server
Da Marino
12.2006 - 05.2006
Server, Trainer, Party Captain, Bartender, Hostess
Caffe Cielo
04.2006 - 08.2010
Server, Banquet Server
Westmoreland Club
11.2005 - 12.2006
Bachelor of Arts -
Wilkes University
09.2002 - 05.2005
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