Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Nelson

Naples,FL

Summary

Ambitious and driven leader with strong problem-solving and customer service skills. Dedicated to providing highest level of service to guests and creating a productive but pleasant work environment for staff. Knowledgeable in food safety and sanitation protocols. Skilled in staff training and development, specifically Forbes Five-Star.

Overview

10
10
years of professional experience

Work History

Assistant Food and Beverage Operations Manager

The Ritz Carlton, Naples Beach Resort
08.2023 - Current
  • Increasing revenue by teaching service staff effective upselling techniques and creating food and beverage promotional strategies.
  • Manage budgets, forecasting sales, controlling costs, and achieving profitability targets.
  • Manage staff schedules and maintained adequate coverage for all shifts.
  • Maintain compliance with local health department regulations through regular inspections and staff training sessions.
  • Consistently resolve guest issues promptly and professionally, turning negative experiences into positive ones whenever possible.
  • Established a culture of continuous improvement by encouraging staff feedback on processes, menu items, and customer interactions.
  • Coordinated special events such as Pop-Up events with 'U.S. Top 50 Bars' to enhance revenue opportunities and guest engagement with unique food and beverage offerings.
  • Coordinate employee schedules, payroll and new hire training.

Restaurant Reservations Manager

The Tampa EDITION
01.2023 - 08.2023
  • Sole restaurant reservations coordinator for The Tampa EDITION, featuring 7 different food and beverage outlets.
  • Luxury Learning Ambassador - Facilitate HR trainings, solely responsible for training new employees in the executive offices.
  • Assist Senior Property Specialist and Executive Assistant in daily roles. Resume responsibilities of Senior Property Specialist in his absence.
  • Offered reservation options based on expected attendees, personal preferences, and availability when coordinating events.
  • Provided high level of customer service to each person using effective interpersonal skills.
  • Frequently resolved various billing issues and guest complaints without management involvement.
  • Managed online booking inquiries and assisted guests with questions throughout booking cycle.
  • Managed special event operations planning including Easter and Mother's Day.

Hostess

Lilac At The Tampa EDITION
08.2022 - 01.2023
  • Extensive Forbes Travel Guide Training, leading to a 93% on Forbes Audit in January of 2023 (Hostess / Pre-Arrival Audit).
  • Cultivated positive guest relations by managing information regarding special occasions and dietary restrictions and orchestrating speedy seating.
  • Pre-Opening team, built the Lilac Host Training program and trained all individuals accordingly.
  • Permanent Anchor Hostess, managed the floor and seating daily.
  • Assigned guests to tables suitable for needs and restaurant section rotation.
  • Assisted managers with quickly resolving service and food-related issues.

All Positions

Forbici Modern Italian
10.2021 - 07.2023
  • Held all front of house positions (except bartender) prior to key management. Server, Food Runner, Server Assistant, Bar Prep, Bar Back, To-Go, Catering and Events, Hostess.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cultivated positive rapport among employees to promote retention.
  • Maintained professional demeanor by staying calm when addressing unhappy guests.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
  • Analyzed team performance and identified opportunities for additional training.
  • Contributed to reductions in employee turnover by revamping training programs.
  • Developed individualized training plans to achieve staff readiness.

Server and Key Manager

Bagels Plus
06.2015 - 08.2022
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Maintained effective inventory levels by monitoring and reordering food stock and dry goods.
  • Carefully interviewed, selected, trained, and supervised staff.
  • Oversaw food preparation and monitored safety protocols.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Cultivated warm relationships with regular customers.

Education

Bachelor of Arts - Advertising And Public Relations

The University of Tampa
Tampa, FL

Skills

  • Full Service Restaurant Background
  • Hiring and Training
  • Employee Schedule Management
  • Inventory Control
  • Front of House Management
  • Event Planning and Management
  • Extensive Forbes Training & Development
  • TIPS and ServSafe Manager Certified
  • WSET Level 1 Award in Wines
  • Court of Master Sommeliers Intro Certification expected August 2025

Timeline

Assistant Food and Beverage Operations Manager

The Ritz Carlton, Naples Beach Resort
08.2023 - Current

Restaurant Reservations Manager

The Tampa EDITION
01.2023 - 08.2023

Hostess

Lilac At The Tampa EDITION
08.2022 - 01.2023

All Positions

Forbici Modern Italian
10.2021 - 07.2023

Server and Key Manager

Bagels Plus
06.2015 - 08.2022

Bachelor of Arts - Advertising And Public Relations

The University of Tampa

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