Kayla Panella
Hartford,WI
Summary
Creative event organizer with success in planning and executing small to large weddings from start to finish while maintaining highest levels of client satisfaction. Adept in creating robust vendor partnerships to mutually build businesses.
Dedicated Dining Room Manager committed to organization and high standards of customer service. Adept at interpersonal communication and professionalism with extensive knowledge of private club. Successful at training a best-in-class front of house staff.
Overview
6
6
years of professional experience
Work History
Food & Beverage Director
West Bend Country Club
West Bend, WI
07.2022 - Current
- Mentored staff in expectations and parameters of kitchen goals and daily work.
- Interacted with guests to obtain feedback on product quality and service levels.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction and repeat business.
- Consistent training and education on daily specials.
- Establishing a strong, team-based environment through thorough interviews.
- Strength in Jonas Encore Club Software.
- Strength in budgeting and maximizing profit.
- Ordered and received products and supplies to stock kitchen areas.
- Communicated closely with servers to fully understand special orders for customers.
- Produced high volume covers per day and maintained near-perfect customer satisfaction scores.
Event Coordinator (Interim)
West Bend Country Club
West Bend , WI
06.2022 - 08.2022
- Marketing to promote special events in social calendars.
- Reviewed event bills to confirm accuracy and approve payment.
- Inspected event facilities to confirm conformance to customer requirements.
- Worked closely with couples to meet wedding goals, maintain deadlines and resolve complaints or service issues.
- Developed post-event reports to determine effectiveness of each event.
- Coordinated florists, photographers and musicians during for events.
- Designed and implemented efforts to publicize events and promote sponsorships.
- Consulted with customers to determine objectives and requirements for events.
- Utilized internal databases to prepare and distribute guest lists, electronic invitations and registration processes.
- Hired, trained and supervised volunteers and support staff required for events.
- Managed administrative logistics of events planning, event booking and event promotions.
- Acquired contracts and agreements to finalize negotiations and obtain approval signatures.
- Communicated with catering, lighting and sound companies to obtain price quotes.
- Performed event coordination for larger parties and gatherings.
- Managed event logistics and operations.
- Interviewed clients to understand event scopes of work, establish budgets and determine timelines for venue selection, guest list finalization and rehearsal, ceremonies and receptions.
- Brainstormed and implemented creative event concepts and themes.
- Coordinated schedules and timelines for events.
Dining Room Manager
West Bend Country Club
West Bend, WI
05.2022 - 07.2022
- Designed overall floorplans and coordinated modifications for events and special reservations.
- Greeted guests, sat at tables and brought orders to assist front of house staff.
- Took special reservations and planned restaurant accommodations with kitchen and front of house staff.
- Implemented training program for front of house staff to maintain high standards of customer service.
- Led planning, set up and takedown for special events.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Motivated staff to perform at peak efficiency and quality.
- Developed unique events and special promotions to drive sales.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
FOH Supervisor
West Bend Country Club
West Bend, WI
12.2021 - 05.2022
- Drove excellent customer service through coaching, role modeling and incorporating customer feedback to reinforce and improve quality of service.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Managed day-to-day FOH operations to drive quality, standards and meet customer expectations.
- Performed cash handling activities and secured nightly bank deposits.
- Initiated server side-work chart rotation to promote solidarity and standard of cleanliness.
- Adhered to safe work practices, food safety regulations and corporate guidelines.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Supervised staff of as many as 75 through motivational coaching and effective training programs for service and sales techniques.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Assisted staff in building menu expertise to answer customer questions and make personal recommendations.
- Emphasized guest satisfaction during departmental meetings and focused on continuous improvement.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Resolved guests complaints while maintaining positive customer environment.
- Created and distributed staff schedules and maintained time cards to facilitate efficient payroll process.
- Handled complaints, settled disputes and resolved grievances to maintain customer satisfaction.
- Planned events from concept to completion by responding to event inquiries, establishing budgets and designing customized menus.
- Managed inventory through effectively ordering and stocking uniforms, linens, beverages and front of house supplies.
Lead Server
West Bend Country Club
West Bend , WI
08.2017 - 05.2022
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Checked identification for minimum age for sale of alcoholic beverages.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Managed food resources, memorized orders and coordinated customer service.
- Monitored dining rooms for seating availability as well as service, safety and well-being of guests.
- Prepared specialty desserts for customers for special occasions.
- Cultivated warm relationships with regular customers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Bussed and reset tables to keep dining room and work areas clean.
- Supervised restocking of salad bar and buffet for lunch and dinner service.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
- Noted special patron requests and followed up with kitchen to confirm delivery.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Oversaw daily operations of service team, delegated tasks and trained new staff.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Asked diners about meals to assess satisfaction and collect vital feedback to improve operations.
- Scheduled numerous reservations and managed seating arrangements simultaneously in a private restaurant while maintaining calm, professional demeanor.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Education
Diploma -
East High School
West Bend, WIBusiness Management - Business Administration And Management
University of Wisconsin - Milwaukee
Milwaukee, WISkills
- Managing Deliveries
- Anticipating Problems
- Food and Beverage Service
- Investigating Complaints
- Money Handling
- Supply Ordering and Management
- Upscale Dining
- Employee Performance Evaluations
- Critical Thinking
- Chef Consultations
- Menu Pricing and Writing
- Tactical Guidance
- Effective Customer Service
- Staffing and Sales Reporting
- Staff Scheduling
- Performance Improvement
- Disciplinary Action
- Delegating Assignments and Tasks
- Customer Experience
- Front of House Management
- Banquet Coordination
- Customer Service Standards
- Creative Strategies
- Preventive Maintenance
- Customer Service Best Practices
- Inventory Accuracy
- Catering Events
- Liquor Law Compliance
- Member Retention
- Credit Card Transaction Processing
- Process Evaluations
- Work Assignments
- Supervising Subordinates
- Performance Strategies
- Expense Tracking
- POS Terminal Operations
- Work Planning and Prioritizing
- Calm and Pleasant Demeanor
- Customer Retention
- Managing Reservations and Large Parties
- Catering Services
- Calendar and Scheduling Software
- Teamwork and Collaboration
- Facilities Planning
Timeline
Food & Beverage Director
West Bend Country Club
07.2022 - Current
Event Coordinator (Interim)
West Bend Country Club
06.2022 - 08.2022
Dining Room Manager
West Bend Country Club
05.2022 - 07.2022
FOH Supervisor
West Bend Country Club
12.2021 - 05.2022
Lead Server
West Bend Country Club
08.2017 - 05.2022
Diploma -
East High School
Business Management - Business Administration And Management
University of Wisconsin - Milwaukee
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