Keila Santiago

• Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
• Collaborated with sales and marketing departments to support business objectives and client acquisition.
• Developed short-term and long-term sales objectives and strategic plans to meet market needs.
• Evaluated current service needs and product satisfaction levels with established customers to improve offerings.
• Created vision and provided leadership for targeting larger prospects.
• Negotiated client contracts and agreements to cultivate profitable business transactions
• Translated customer needs into solution requirements using powerful value propositions and negotiation skills
• Communicated directly with customers and partners to build strong business networks and relationships
• Identified business development challenges and customer concerns for proactive resolution
• Contributed to industry events and trade shows to showcase products and gather industry intelligence
• Assessed current service needs and calculated product satisfaction levels to make appropriate product and service adjustments
• Negotiated prices, terms of sales and service agreements
• Increased sales by 20%

• Managed day-to-day FOH operations to drive quality, standards and meet customer expectations.
• Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
• Resolved guests complaints while maintaining positive customer environment.
• Drove excellent customer service through coaching, role modeling and incorporating customer feedback to reinforce and improve quality of service.
• Managed inventory through effectively ordering and stocking uniforms, linens, beverages and front of house supplies.
• Conducted weekly sales meetings with team members to establish merchandising, sales and profit objectives.
• Reorganized bar and dining area, increasing efficiency 80%.
• Utilized Microsoft Word and Microsoft Excel to create detailed employee training handbook to set standards for each position.
• Handled complaints, settled disputes and resolved grievances to maintain customer satisfaction.
• Created and distributed staff schedules and maintained time cards to facilitate efficient payroll process.
• Managed dining and bar costs by conducting weekly depletion analysis.

• Maximized customer service by training staff, overseeing operations and resolving issues.
• Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
• Reduced labor costs by improving employee schedules and workflows to capitalize on individual strengths and better meet forecasted customer demands.
• Increased profits with enhanced inventory oversight and strategic pricing adjustments.

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• Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
• Supervised and trained staff on preparing and delivering drinks, handling food, and money and setting up bar at beginning of shift and breaking down at end of shift to facilitate operations.
• Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
• Served high customer volumes during special events, nights, and weekends.
• Followed alcohol awareness procedures for preventing excessive guest intoxication.
• Kept bar presentable and well-stocked to meet customer needs.