Katie Gilliam
Austin,TX
Summary
Dynamic and reliable professional with a proven track record at Sonesta Hotels, adept in customer service and hospitality service expertise. Excelled in creating memorable experiences, enhancing customer loyalty, and exceeding sales goals through exceptional organizational ability and engaging personality. Demonstrated wine and liquor knowledge, ensuring compliance and satisfaction.
Overview
12
12
years of professional experience
Work History
Lead Bartender
Sonesta Hotels
Bee Cave, TX
12.2015 - Current
- Resolved customer complaints promptly and professionally, preserving positive relationships between the business and its clientele.
- Trained new bartenders on company policies, drink recipes, and customer service best practices to maintain consistent performance across the team.
- Upsold daily specials and beverage promotions to exceed daily sales goals.
- Enhanced customer satisfaction by providing exceptional service and crafting high-quality beverages.
- Maintained a clean and well-organized bar area, ensuring compliance with sanitation standards and enhancing guest experience.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Collaborated with management to create enticing promotions for special events and holidays, driving increased foot traffic to the establishment.
- Assisted in menu development, incorporating seasonal flavors and trends into popular craft cocktails.
- Developed a loyal customer base by fostering an engaging and welcoming atmosphere for patrons.
- Safeguarded legal compliance by enforcing responsible alcohol consumption policies and verifying age requirements as needed.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Coordinated with event planners to design custom drink menus for private parties, ensuring a memorable experience tailored to the clients'' preferences.
- Served high customer volumes during special events, nights, and weekends.
- Kept bar presentable and well-stocked to meet customer needs.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
Cocktail Server
Brendan’s Irish Pub
Simi Valley, CA
06.2014 - 06.2015
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
Front Desk Receptionist
Sunlounge Spa
Lakeway, TX
10.2012 - 05.2014
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
Education
Lake Travis High School
Lakeway, TX05.2014
Skills
- Customer Service
- Cleanliness standards
- Wine and liquor knowledge
- Engaging personality
- Highly reliable
- Clear and effective communication
- Hospitality service expertise
- Organizational ability
Timeline
Lead Bartender
Sonesta Hotels
12.2015 - Current
Cocktail Server
Brendan’s Irish Pub
06.2014 - 06.2015
Front Desk Receptionist
Sunlounge Spa
10.2012 - 05.2014
Lake Travis High School