Kiersten Lauerman
Hurricane,WV
Summary
Results driven professional with a strong background in guest relations and service recovery. Experienced in training and mentoring new servers, fostering a positive learning environment, and implementing effective upselling techniques to enhance overall customer experience.
Overview
5
5
years of professional experience
Work History
Lead Server Trainer
Andrew Stewart, Bridge Cafe and Bistro
Hurricane, WV
01.2022 - Current
- Trained and mentored new servers on menu knowledge and customer service excellence.
- Developed training materials that improved server onboarding efficiency and engagement.
- Oversaw daily operations to ensure adherence to service standards and guest satisfaction.
- Collaborated with management to identify areas for process improvement within service protocols.
- Maintained a positive learning environment, fostering teamwork and enhancing employee morale.
- Enhanced customer satisfaction by providing exceptional service and anticipating guest needs.
- Addressed guest concerns promptly, maintaining high levels of customer satisfaction despite any issues that arose during their visit.
- Mentored and developed junior servers, resulting in increased job satisfaction and performance levels.
- Promoted a culture of teamwork by facilitating collaboration among restaurant staff members.
- Collaborated with management to identify areas of improvement in service standards, implementing necessary changes.
- Implemented innovative techniques for server training, leading to increased confidence among new hires and improved overall performance.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Established and maintained positive relationships with trainees to drive successful learning outcomes.
Barista
Dunkin' Donuts
Hurricane
09.2021 - 04.2022
- Prepared and served beverages with attention to quality and customer preferences.
- Maintained cleanliness and organization of workstations to ensure efficient operations.
- Communicated effectively with team members to coordinate orders during peak hours.
Education
No Degree - Business Administration
Marshall University
Huntington, WV05.2028
Skills
- Strong multitasking
- Exceptional leadership
- Team motivation
- Guest relations
- Task delegation
- Service recovery
- Tableside servicePoint of sale (POS) system operations
- Price memorization
- Effective customer upselling
Timeline
Lead Server Trainer
Andrew Stewart, Bridge Cafe and Bistro
01.2022 - Current
Barista
Dunkin' Donuts
09.2021 - 04.2022
No Degree - Business Administration
Marshall University