Kaela Upell
Los Angeles,CA
Overview
8
8
years of professional experience
Work History
Dining Room Manager
BJ's Restaurant & Brewhouse
07.2022 - Current
- Enhanced customer satisfaction by ensuring timely and efficient service in the dining room.
- Resolved guest complaints promptly and professionally, turning potentially negative experiences into positive ones.
- Trained new hires on restaurant policies, procedures, and best practices, fostering a culture of excellence within the team.
- Streamlined operations by creating efficient schedules for all dining room staff members.
- Implemented cost-saving measures without sacrificing quality or guest satisfaction through careful analysis of operational expenses.
- Assisted in budget development for the dining room department by analyzing past trends and making informed projections for future needs.
- Developed unique events and special promotions to drive sales.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Strengthened brand recognition within the community through active participation in local events and sponsorship opportunities.
- Increased customer engagement by developing and implementing innovative marketing strategies for the restaurant.
- Implemented successful event marketing strategies, resulting in increased foot traffic and overall revenue during special occasions or themed nights.
Big Box Retailer Account Manager
AVID Logistics
05.2020 - 07.2022
- Handling large volume email inbox
- Providing exceptional customer service and anticipating client needs.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Streamlined internal processes for better efficiency in account management tasks.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Recorded accurate and efficient records in customer database.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
Front of House: Hospitality/Server/Supervisor
BJ's Restaurant & Brewhouse
08.2016 - 07.2022
- Trained new servers on company policies, procedures, and best practices for exceptional guest service.
- Demonstrated strong attention to detail when handling cash transactions, ensuring accurate billing for customers' meals while maintaining security measures at all times.
- Successfully resolved customer complaints, ensuring repeat business and positive dining experiences.
- Contributed to increased sales with upselling techniques, effective menu presentation, and knowledge of specials.
- Developed strong relationships with regular customers, leading to increased loyalty and word-of-mouth referrals.
- Handled high-pressure situations with grace and professionalism, ensuring guests' needs were met efficiently while maintaining a calm demeanor.
- Actively contributed ideas during weekly management meetings for marketing and special events, resulting in increased customer interest and repeat business.
Skills
- Data Entry
- Sensitive Document Handling
- Guest/Client De-escalation
- Time Management
- Strong verbal and written communication
- Complex Problem-Solving
- Customer Relationship Management (CRM)
- Budget Control
- Customer Service
- Attention to Detail
- Work Planning and Prioritization
- MS Office
- Restaurant marketing
- Relationship Building
Timeline
Dining Room Manager
BJ's Restaurant & Brewhouse
07.2022 - Current
Big Box Retailer Account Manager
AVID Logistics
05.2020 - 07.2022
Front of House: Hospitality/Server/Supervisor
BJ's Restaurant & Brewhouse
08.2016 - 07.2022