Justin Pagano
North Providence,RI
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Dedicated hospitality professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Proactive and meticulous hospitality professional with over twenty years of experience in the restaurant industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager
Mare Rooftop
12.2022 - Current
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Server Trainer
Mare Rooftop
07.2020 - 05.2022
- Enhanced customer satisfaction by providing efficient and friendly service during peak hours.
- Streamlined server training process for improved employee retention and quicker onboarding.
- Implemented upselling techniques, boosting overall revenue for the restaurant.
- Assisted management in creating a new menu, resulting in increased sales and customer satisfaction.
- Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
- Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
- Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
- Evaluated server performance regularly to identify areas for improvement and set attainable goals for development.
- Ensured accurate order taking and input into POS systems, reducing errors in food preparation and billing processes.
- Provided constructive feedback to servers after each shift, fostering an environment of continuous improvement and professional growth.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Instructed servers on proper techniques for taking orders, serving food and providing customer service.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Taught servers to memorize menu ingredients and provide information on preparation methods.
- Established and maintained positive relationships with trainees to drive successful learning outcomes.
- Provided feedback and guidance to help servers develop industry skills and knowledge.
- Monitored new server performance and offered continuous support throughout training period.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Provided coaching and mentoring to employees.
Server Manager
Ruth's Chris Steakhouse
10.2016 - 03.2019
- Enhanced server efficiency by monitoring performance and implementing necessary upgrades.
- Trained junior team members on server management techniques and procedures, fostering a culture of continuous learning within the team.
- Trained servers on order management, food service quality and how to build rapport with guests.
- Handled guest complaints in positively and offered appreciation tokens to build customer loyalty.
- Cultivated guest satisfaction and loyalty through consistent commitment to quality service.
- Completed daily procedure checklist and communicated changes to servers and kitchen staff.
- Monitored server performance and provided feedback to enhance server delivery.
- Established team strengths and weaknesses and exploited opportunities to boost employee output and customer satisfaction.
- Enforced compliance with food safety and sanitation standards throughout restaurant.
- Liaised between servers and upper management to address issues and manage challenges.
- Enforced compliance with uniform and personal presentation standards.
- Analyzed and generated end-of-shift and product inventory reports for performance and quality tracking purposes.
- Motivated staff to perform at peak efficiency and quality.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Coordinated with catering staff to deliver food services for special events and functions.
Manager
Smoke House
03.2016 - 10.2016
- Responsible for all front of house operations in conjunction with back of house during opening, mid, and closing shifts
- Responsible for entire restaurant, as only active manager in restaurant during weekdays
- Work with our Marketing department, Human Resources, IT department, and Corporate offices and board members
- Ensure all guests are satisfied by assisting with serving, seating, and communication with kitchen, and by striving to speak to all guests
- Resolve customer complaints, as appropriate, to maintain a high level of guest satisfaction
- Answer and complete guest surveys through an online survey system
- Responsible for paperwork accuracy such as sales summary reports, inventory, and labor cost sheets, as well as performing various financial activities such as handling the daily drawer, bank drops, cash deposits, and petty cash accounts
- Manage all staff concerns in a timely manner including Aloha systems and support, scheduling, floor plans, side work, and service performance
- Control inventories of food, equipment, and beverage.
Dining Room Supervisor
Boat House Restaurant
09.2014 - 11.2015
- Responsible for managing all front of house operations in conjunction with back of house during opening, mid, and closing shifts
- Ensure all guests are satisfied by assisting with serving, seating, and communication with kitchen, and by striving to speak to all guests
- Resolve customer complaints, as appropriate, to maintain a high level of customer satisfaction and quality
- Responsible for paperwork accuracy such as sales summary reports, inventory, and labor cost sheets, as well as performing various financial activities such as handling the daily drawer, bank drops, cash deposits, and petty cash accounts
- Manage all staff concerns in a timely manner including scheduling, floor plans, side work, and service performance
- Control inventories of food, equipment, and beverage.
Floor Supervisor
Ruth's Chris Steak House
02.2014 - 09.2014
- Responsible for managing all front of house operations in conjunction with back of house during opening, mid, and closing shifts
- Ensure all guests are satisfied by assisting with serving, seating, and communication with kitchen, and by striving to speak to all guests
- Resolve customer complaints, as appropriate, to maintain a high level of customer satisfaction and quality
- Responsible for paperwork accuracy such as sales summary reports, inventory, and labor cost sheets, as well as performing various financial activities such as handling the daily drawer, bank drops, cash deposits, and petty cash accounts
- Manage all staff concerns in a timely manner including working with Micro systems, scheduling, floor plans, side work, and service performance
- Control inventories of food, equipment, and beverage.
Server Trainer and Server
Boat House Restaurant
04.2011 - 09.2014
- Assist customers in order selection, recommend specific menu items, and ensure prompt, accurate service
- Participate in ongoing feature food, wine, and bar sales incentives and up-sell guests accordingly; participate in offsite staff opportunities
- Train new hires as they go through Boat House's rigorous server training process
- Assist colleagues during rush periods to promote teamwork while providing exceptional service and guest dining experience
- Coordinate with kitchen staff to ensure timely and accurate order preparation
- Apply courtesy and problem-solving skills to ensure customer satisfaction and proper hospitality at all times.
Server
Ruth's Chris Steak House
10.2010 - 09.2014
- Provide highest quality service to guests at all tables at one of Providence's top grossing steakhouses
- Assist guests in order selection by promoting specific menu items and specials
- Frequently upselling appetizers, specialty beverages, and desserts to increase guest check averages
- Respond to inquiries regarding meal preparation and service
- Achieve the highest guest check averages among all full-time servers through suggestive selling
- Recognized as Lead Server with responsibility for overseeing opening/closing and coaching and mentoring new servers regarding menu items, company policies, and procedures
- Set up for events and functions; act as main point of contact for host of function if assigned to a Private Dining Room that shift.
Server
Joe's American Bar and Grill
08.2010 - 04.2011
- Promptly greeted guests and took orders; delivered menu presentation, answered questions, described dishes, and made food, beverage, and wine suggestions within the first fifteen minutes of guests' arrival to provide the highest quality experience
- Finished restaurant side work each shift, reset tables, and completed all assigned back of house duties.
Food Expeditor and Server Assistant
Ruth's Chris Steak House
- 08.2010
- Provided guests with water, coffee/tea, and bread service throughout the meal
- Removed unwanted dishes from tables
- Delivered food in a timely and friendly manner while ensuring the satisfaction of each guest
- Responsible for execution and correct product
- Provided attention to small detail, ticket times and flawless presentation
- Communicated with back of house staff and direct contact with Executive Chef.
Education
Completed three years in Justice Studies program. -
Rhode Island College
Providence, RIField Radio Operator for the United States Marine Corps Reserves in Providence RI. Trained in communications unit for 5 years, Unit was deployed multiple times. Received Veteran Status for entering the Armed Forces during OIF. -
United States Marine Corps
Providence, RISkills
- Exceptional hospitality skills and customer care abilities
- Proficient with MS Office (Word, Excel, Power Point, Outlook), Windows, and the Internet
- Excellent verbal, interpersonal, and written communication skills
- Able to efficiently handle multiple, concurrent responsibilities while maintaining accuracy and quality
- Outstanding ability to develop and maintain constructive and cooperative working relationships with individuals at all levels of the company
- A leader as well as an effective member of a team
- Professional demeanor and attentive to detail
Accomplishments
United States Marine Corps 6 year active reserve
Black belt in martial arts
WSET 2
Key Employee- Ruth's Chris Steak House
Server Trainer- Ruth's Chris Steak House
Employee of the month- Ruths Chris Steak house
Certification
Serve Safe alcohol certificate
WSET 2
Basic First Aid (BFA)
Timeline
Manager
Mare Rooftop
12.2022 - Current
Server Trainer
Mare Rooftop
07.2020 - 05.2022
Server Manager
Ruth's Chris Steakhouse
10.2016 - 03.2019
Manager
Smoke House
03.2016 - 10.2016
Dining Room Supervisor
Boat House Restaurant
09.2014 - 11.2015
Floor Supervisor
Ruth's Chris Steak House
02.2014 - 09.2014
Server Trainer and Server
Boat House Restaurant
04.2011 - 09.2014
Server
Ruth's Chris Steak House
10.2010 - 09.2014
Server
Joe's American Bar and Grill
08.2010 - 04.2011
Food Expeditor and Server Assistant
Ruth's Chris Steak House
- 08.2010
Completed three years in Justice Studies program. -
Rhode Island College
Field Radio Operator for the United States Marine Corps Reserves in Providence RI. Trained in communications unit for 5 years, Unit was deployed multiple times. Received Veteran Status for entering the Armed Forces during OIF. -
United States Marine Corps