Katrina Ferguson
Brooklyn,NY
Summary
Dedicated professional with 11+ years in operations, admin support, and customer service. Proven track record in improving service quality and profitability through streamlined processes. Strong communicator and team player, skilled in managing multiple operations, leading teams, and solving problems. Effective at resolving disputes and optimizing resources to achieve goals.
Overview
13
13
years of professional experience
Work History
DIRECTOR OF OPERATIONS
Vesuvio Bakery
Hell's Kitchen, Penn Station, & Soho
01.2023 - 07.2024
- Oversaw daily operations of three bakery locations, ensuring compliance with Department of Health (DOH) regulations and maintaining high standards of cleanliness.
- Managed staff hiring, training, and scheduling, fostering a skilled and motivated team.
- Maintained accurate inventory levels through effective requisition management and par sheet creation.
- Ensured timely fulfillment of orders by managing delivery platforms and coordinating wholesale orders, including accurate billing.
- Implemented quality control measures to uphold product freshness and taste standards across all offerings.
- Collaborated with the accounting and purchasing teams to monitor cost of goods and improve profitability.
- Developed and executed strategies to enhance sales and customer satisfaction, addressing complaints promptly and professionally.
- Communicated effectively with the Operations Team and ownership to ensure seamless operations across all locations.
HOSTESS
Estiatorio Milos
Hudson Yards
09.2021 - 11.2022
- Provide professional, courteous, and engaging service by welcoming guests as they arrive at the restaurant and arranging seating based on RESY/OPEN TABLE bookings and guest preference, increasing guest satisfaction and retention
- Assist personnel in ensuring that dining details are handled correctly, and that clients' issues are addressed during busy hours
- Utilize acquired restaurant experience; respond to queries about the menu and special offers and give alternatives for all guest needs and requests to ensure an excellent dining experience
- Optimize the restaurant seating strategy; pre-assign seating for an average of 300-500 guests each night while distributing reservations effectively among all servers to ensure each guest receives exceptional service
- Manage inventory to ensure that the proper levels of menus are always stocked and maintain the front podium's cleanliness
A.M. FLOOR MANAGER
PRINT Restaurant
Hell's Kitchen
01.2019 - 03.2020
- Managed the floor during service and prepared weekly staff schedules for closing and opening shifts to minimize overtime
- Monitored and supported staff as needed to ensure consistent assistance and customer service were delivered
- Created a comfortable place for customers by setting up dining room floor and provided with an enhanced customer experience to encourage repeat business
- Led pre-shift meetings to educate staff on new processes or expected targets and to recognize exceptional staff performance to increase their morale and productivity
- Performed clerical and administrative responsibilities to assist Senior Managers, including daily document closure
- Participated in the recruiting process for various roles within the restaurant and ensured that all employees received and completed the required training
- Designed a drink menu featuring health-conscious beverages such as beet lattes, blue spirulina lattes, and golden milk lattes for health- and immunity-conscious guests
- Developed and maintained a healthy connection with employees and demonstrated to employees that their health is always a priority
TEMFI CONTROLLER
PRINT Restaurant
Hell's Kitchen
01.2018 - 01.2019
- Oversaw and generated sales, receivables, petty cash, and cash flow reports on a daily basis to determine the optimal cash balance level to optimize profitability
- Performed a variety of banking responsibilities, including managing wire transfers, reconciling AMEX credit card transactions, and replenishing banks at the restaurant, rooftop bar, and bakery
- Used Compeate to generate credit memos, which were sent to customers to inform them of the new, lower amount owed and correct any errors made in the sales invoice
SALES COORDINATOR
PRINT Restaurant
Hell's Kitchen
02.2017 - 01.2018
- Oversaw and coordinated the preparation and distribution of orders for all banquet events and generated and disseminated daily reports that included potential and confirmed events
- Established efficient cost control by recording deposits and payments and forwarding them to the controller to prevent mismanagement of funds and to safeguard against loss
- Created an event planning and documentation procedure to streamline and maintain event-related documents, including the creation of folders, the filing of signed contracts, and the receipt of any checks
- Customized food/menu items; updated menus with recipes and ingredients; and revised menu item costing on Caterease
- Improved customer service by contacting clients with pending contracts or reservations and responding to and following up on inquiries by phone and email
ACCOUNT PAYABLES/RECEIVABLES
PRINT Restaurant
Hell's Kitchen
07.2016 - 02.2017
- Processed ACH Payments by making direct deposits and bill payments via online payments, generating Credit Memos, and generating and uploading inventory to assess stock availability and allocation
- Converted and automated paper-based systems and manual AP workflows to boost productivity and enhance the processing of invoices and receipts
- Generated an accounts payable summary; provided Vendor Aging Reports for overdue accounts and updated new terms with existing vendors
- Reconciled the costs of banquets, room charges, the IRD, and amenities, which include sales tax and service fees
HOSTESS/MAITRE D
PRINT Restaurant
Hell's Kitchen
06.2013 - 07.2016
- Supervised the flow of guests within the restaurant; welcomed and guided guests with a positive attitude and a professional approach, ensuring that customers received prompt and high-quality service as soon as they arrived
- Scheduled and managed all reservations and collaborated with kitchen and floor staff to organize seating arrangements and menus
- Assisted with maintaining the restaurant's environment by inspecting dining room serving stations for cleanliness and setup
- Worked directly with guests, advising them on food and/or beverage selections and ensuring that everyone left the restaurant satisfied
- Verified and attended guests' special occasion preparations, birthdays, anniversaries, honeymoons, and weddings and proactively addressed guest questions and concerns
HOSTESS/RESERVATIONIST
Quality Meats
Midtown Manhattan
11.2011 - 06.2013
- Utilized Opentable, a real-time reservation system, to book online reservations that increased client convenience
- Placed take-out orders, ensuring that food was heated or cooled suitably to maintain a safe food temperature and that the correct meal was prepared according to the customer's requirements, generating more return customers
- Provided the highest quality of service to the customers by arranging seating arrangements ahead of their arrival and escorting them to their designated table
- Answered or transferred phone calls, took down reservations or messages, and called back guests to confirm reservations when necessary
Education
Associates Degree - Early Childhood Education
Laguardia
Skills
- Staff Training
- Team Leadership
- Cash Flow Management
- Account Reconciliation
- Payroll Administration
- Scheduling
- Accounts Payable/Receivable
- Inventory and Stock Management
Timeline
DIRECTOR OF OPERATIONS
Vesuvio Bakery
01.2023 - 07.2024
HOSTESS
Estiatorio Milos
09.2021 - 11.2022
A.M. FLOOR MANAGER
PRINT Restaurant
01.2019 - 03.2020
TEMFI CONTROLLER
PRINT Restaurant
01.2018 - 01.2019
SALES COORDINATOR
PRINT Restaurant
02.2017 - 01.2018
ACCOUNT PAYABLES/RECEIVABLES
PRINT Restaurant
07.2016 - 02.2017
HOSTESS/MAITRE D
PRINT Restaurant
06.2013 - 07.2016
HOSTESS/RESERVATIONIST
Quality Meats
11.2011 - 06.2013
Associates Degree - Early Childhood Education
Laguardia