Joseph Pagan
Glendale,Arizona
Summary
To gain employment with a company or institution that offers a consistent positive atmosphere to learn and implement new strategies for the betterment of the organization. Driven Hospitality Specialist with talent for maintaining customer satisfaction while assisting with reservations and special requests. Successful in helping customers plan special events through exceptional industry knowledge and catered recommendations for venues and vendors. Flexible with upbeat demeanor and commitment to client satisfaction.
Overview
11
11
years of professional experience
Work History
Server Shift Leader
Lobster House
07.2019 - 02.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated warm relationships with regular customers.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Inspected FOH stock to identify shortages, replenish supply and maintain consistent inventory.
- Increased sales significantly by upselling higher-end products to customers.
Server
Yard House
04.2018 - 06.2019
- Informed on daily specials or seasonal offerings on the menu
- Able to work in a rapid pace while maintaining attention to detail and multi-task
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Bussed and reset tables to keep dining room and work areas clean.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
Dietary Aide
Hospital of New Britain
09.2017 - 03.2018
- Assist and cook to prepare meals and menu
- Managed inventory of kitchen stocks to ensure that it is full and have to order more if they are running low
- Supervise the staff while meal is being served and cooked
- Serve the public within the hospital cafeteria Server
- Delivered nourishment and supplements to nurse station for distribution to specific residents.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Distributed food during busy peak periods to drive customer satisfaction.
- Followed all food safety regulations while preparing meals for patients.
Shift Leader
Sammy’s fish box
04.2015 - 09.2017
- Greet customers and take orders
- Check with customers to ensure that they are enjoying their meals
- Trained new employees and delegated daily tasks and responsibilities.
- Communicate with customers to resolve complaints or ensure satisfaction
- Collect payments from customers
- Prepare tables for meals, including setting up items such as linens, silverware, and glassware
- Arrange tables or dining areas
- Perform food preparation duties such as preparing salads, appetizers, and cold dishes, portioning desserts, and brewing coffee.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
Lead Event Server
Buffalo Wild Wings Times Square
05.2014 - 01.2016
- Handled contracts for high-profile clients such as Morgan Stanley and Nemora Enterprises
- Served as a main contact with clients, managing logistics of the event according to their needs
- Selected and supervised event servers-assigned responsibilities for servers, instructed servers on how to meet clients’ needs
- Coordinates event finances – managed billing and marketing/ additional services to clients.
- Presented food and beverages on buffet tables and drink stations in line with formality and specifications of each event.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Executed synchronized meal service simultaneously serving multiple guests.
Sever- Iridium Jazz Club, Times Square
12.2012 - 05.2014
- Managed customer service including phone inquiries, financial transactions, and customer disputes
- Accurately and efficiently served customers food orders
- Brought in significant amount of sales and was named top salesperson for two (2) consecutive years
- Teaches servers about the menu, the restaurant and best practices to excel at the job
- Insures servers are able to provide exceptional customer service
- Instructs servers on proper cash handling techniques and how to process payments
- Train servers in using Aloha computer software
Porter- Bowlmar Lanes
06.2012 - 12.2012
- Used appropriate cleaning tools and chemicals to maintain clean work areas
- Maintained daily inventory of storewide goods and supplies recommending products to be purchased
- Effectively managed trash disposal and maintained site-wide cleanliness
Education
High School Diploma -
Washington Irving
Manhattan, NY06-1999
Skills
- Experience with customer service
- Sanitation practices
- Daily Specials Promotion
- Conflict and Complaint Resolution
- Experience in food handling Beverage & cuisine pairing
- Experience in Serving and Catering
- Sales
- Client and Member Relationship expect
- Spanish Fluency
- Microsoft,Excel,Word, PowerPoint
- P>Proficiency in hospitality systems
- P>New hire training
Timeline
Server Shift Leader
Lobster House
07.2019 - 02.2023
Server
Yard House
04.2018 - 06.2019
Dietary Aide
Hospital of New Britain
09.2017 - 03.2018
Shift Leader
Sammy’s fish box
04.2015 - 09.2017
Lead Event Server
Buffalo Wild Wings Times Square
05.2014 - 01.2016
Sever- Iridium Jazz Club, Times Square
12.2012 - 05.2014
Porter- Bowlmar Lanes
06.2012 - 12.2012
High School Diploma -
Washington Irving
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