Katelynn Billeck

As Team Leader and Manager of all my shifts, my daily duties include, but are not limited to the following

• Monitoring and utilizing labor.
• Making deployment charts and assigning employees to stations.
• Resolving customer complaints.
• Training and coaching new team members on operational procedures and customer service protocols.
• Cash handling; daily safe counts, opening and closing cash drawers.
• Daily inventory and food safety log/store walkthroughs.
• Monitoring and ensuring food quality, cleanliness, labor, and speed of service are up to company standards.
• Setting expectations and leading/supporting team members throughout the shift to ensure we are providing fast, friendly and accurate service.
• Managing conflict resolution among team members and fostering a positive work environment.

I was quickly promoted to Shift Leader and then to General Manager in August of 2022. When I first came into the position I was given very little training and struggled with an extreme staff and management shortage throughout my time as General Manager. Despite this, I overcame my struggle and with minimum staff, excelled in overseeing and directing all aspects of daily restaurant operations, including but not limited to the following:

• Worked 50-70hr work weeks, 3 weeks straight in the beginning to ensure my shift lead had his days off
• Regularly covered shifts and performed multiple roles, both management and frontline, to maintain service during understaffed periods, including cooking, cashiering, cake decorating, drive-thru, and customer service.
• Performed opening and closing duties.
• Recruited, hired, trained, and supervised team members and shift leaders.
• Handled cash management, deposits, payroll coordination, and daily reports.
• Made the weekly schedule.
• Managed and controlled labor, food, and operating costs to meet budget and sales goals/requirements.
• Maintained operational efficiency and ensured food safety, quality, sanitation, and health code standards were followed.
• Performed weekly inventory.
• Placed and received truck orders.
• Ensured exceptional customer service by resolving customer complaints.
• Coached employees on performance, productivity, customer service standards, and addressed attendance, discipline, and team morale issues.

• Delivered exceptional customer service in fast-paced environment.
• Maintained cleanliness and organization of all workstations and areas of the restaurant, keeping food areas, equipment, and utensils clean and sanitary.
• Operated point-of-sale systems to process transactions efficiently.
• Prepared and served menu items while adhering to food safety standards.
• Collaborated, assisted, and worked well with team members to ensure smooth operational flow during peak hours.
• Worked front counter, drive-thru, grill and all other areas, taking orders, preparing meals, and collecting payments.
• Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
• Improved customer satisfaction by providing friendly and excellent service at the register, greeting customers, and addressing concerns or issues promptly and professionally.