Kelsey Trovato
Jackson
Summary
Dynamic Service Manager with a proven track record at Applebee's, excelling in conflict resolution and team leadership. Enhanced customer satisfaction through personalized service, fostering loyalty and repeat business. Implemented inventory management systems, driving efficiency and cost reduction. Known for multitasking and maintaining a positive attitude in high-pressure environments. Utilizes team leadership and strategic planning to enhance service delivery. Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Manager
Applebee's Neighborhood Bar & Grill
11.2023 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Coordinated with other departments to maintain streamlined and productive workflow.
Restaurant Bar Manager
Applebee's Neighborhood Bar & Grill
10.2021 - 11.2023
- Managed cash handling procedures including daily reconciliation reports, bank deposits, and accurate record-keeping practices for financial accountability.
- Established rapport with patrons through personalized service that consistently exceeded expectations resulting in repeat business.
- Improved customer satisfaction by implementing efficient bar operations and enhancing overall service quality.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
- Controlled food costs and managed inventory.
Bartender
Applebee's Neighborhood Bar & Grill
08.2020 - 10.2021
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
Culinary Professional
Applebee's Neighborhood Bar & Grill
12.2019 - 08.2020
- Trained new hires on kitchen procedures and protocols, contributing to a cohesive team environment focused on excellence in service delivery.
- Maintained strict adherence to food safety regulations, resulting in an exceptional record of passing health inspections.
- Reduced wait times for diners by streamlining plating processes without compromising presentation quality or taste.
- Managed efficient kitchen operations during peak service hours, maintaining smooth workflow under pressure while delivering exceptional results.
Server
Applebee's Neighborhood Bar & Grill
12.2018 - 12.2019
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
Bartender
Fieldhouse
06.2018 - 12.2018
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Developed creative bar menus and drink recipes by researching emerging industry trends.
Cashier
Speedway Gas Station
03.2018 - 06.2018
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Stocked, tagged and displayed merchandise as required.
Server
Reno's East Sports Bar
12.2017 - 03.2018
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Increased sales significantly by upselling higher-end products to customers.
- Checked guests' identification before serving alcoholic beverages.
- Served food and beverages promptly with focused attention to customer needs.
Swim Instructor
Goldfish Swim School
02.2016 - 12.2017
- Taught daily swim instruction to students varying in ages and skill levels.
- Maintained CPR, First Aid, and lifeguard certifications to ensure preparedness for emergency situations during lessons.
- Promoted a fun learning environment through engaging activities and games designed to reinforce essential swimming skills.
- Improved swimmer confidence by providing consistent positive reinforcement and constructive feedback on technique.
- Developed strong relationships with students'' families through open communication channels, fostering loyalty to our program over time.
Cashier
Grand Traverse Pie Co.
06.2015 - 08.2015
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
Education
High School Diploma -
Grand Ledge High School
Grand Ledge, MI06-2017
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Reliable and responsible
- Leadership development
- Trustworthy and honest
- Time management
- Conflict resolution
Certification
ServSafe Food Certification
expires: 09/30/2026
ServSafe Alcohol
expires: 01/04/2028
Timeline
Service Manager
Applebee's Neighborhood Bar & Grill
11.2023 - Current
Restaurant Bar Manager
Applebee's Neighborhood Bar & Grill
10.2021 - 11.2023
Bartender
Applebee's Neighborhood Bar & Grill
08.2020 - 10.2021
Culinary Professional
Applebee's Neighborhood Bar & Grill
12.2019 - 08.2020
Server
Applebee's Neighborhood Bar & Grill
12.2018 - 12.2019
Bartender
Fieldhouse
06.2018 - 12.2018
Cashier
Speedway Gas Station
03.2018 - 06.2018
Server
Reno's East Sports Bar
12.2017 - 03.2018
Swim Instructor
Goldfish Swim School
02.2016 - 12.2017
Cashier
Grand Traverse Pie Co.
06.2015 - 08.2015
High School Diploma -
Grand Ledge High School
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