Kirsten Clapp
Sacramento,California
Summary
Motivated hospitality professional with 35 years food and beverage serving experience in both casual and fine dining. High-energy manager focused on promoting customer satisfaction through exceptional service. Courteous and professional with a natural ability to make every guest feel at home, encouraging repeat business.
Overview
29
29
years of professional experience
1
1
Certification
Work History
General Manager
Old Soul
08.2023 - Current
- Reported issues to ownership with great detail, providing solutions.
- Developed and implemented strategies to increase sales and profitability.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Formulated policies and procedures to streamline operations.
- Recruited, hired, and trained initial personnel, working to establish key internal functions.
- Implemented inventory management systems to minimize waste and cost.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Worked well in a team setting, providing support and guidance.
Shift Supervisor / Manager
La Venadita
08.2021 - Current
- Oversee all team members
- Responsible for daily requisitions
- Manage customer complaints and rectify all guest issues to complete satisfaction
- Maintain professional, organized and safe environment for employees and patrons
- Keep detailed records of daily progress to identify and correct areas needing improvement
- Maximize performance by monitoring daily activities and mentoring team members
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Delivered feedback to decision-makers regarding employee performance and training needs
- Applied customer feedback to develop process improvements and support long-term business needs
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Handle cash accurately and prepare deposits.
Front Desk Associate
The Courtyard by Marriott
05.2019 - 12.2020
- Warmly greeted, registered and assigned guests to rooms
- Managed guest check-in and check-out procedures, reservations and payments
- Engaged in friendly conversations while conducting check-in process
- Managed customer complaints and rectified issues to complete satisfaction
- Computed guest billings and posted charges to room accounts
- Responded to inquiries and room requests made online, by phone or email
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues
- Coordinated with housekeeping, maintenance and other property teams to handle every guest needs with professionalism and speed
- Arranged special accommodations for guests to maintain optimal satisfaction
- Drove loyalty by encouraging guests to sign up for rewards programs and return to brand for future accommodations
- Handled payment processing duties and provided customers with receipts and proper bills and change
- Drafted and maintained incident reports, daily activity logs and other documents requested by management
- Balanced accounts and conducted nightly audits to keep bookkeeping current
- Educated patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
Assistant General Manager
Denny's
10.2017 - 05.2019
- Ambitious manager who took responsibility for all administrative functions in our company
- Set and abided by policies already created, followed operations, created and maintained budgets
- Coordinated employees, supervised and lead lower-level managers by example
- Profit & loss responsibility
- Provided suggestions for business growth, suggested ideas for increasing revenue, improvements for employee engagement
- Created, reviewed and implemented effective business plans
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals and prepared deposits
- Outstanding communication, interpersonal, leadership and presentation skills
- Proven track record of successfully leading and motivating diverse teams
- Strong multi-tasker and analytical thinker, coupled with excellent organizational and time management skills.
Bartender
The Tides Wharf
08.2015 - 09.2017
- Creating and preparing all traditional and custom cocktails, as well as, serving food
- Successfully maintaining a ten seat, fourteen table bar while making libations and coffee drinks for the entire restaurant.
Manager
Toast
08.2015 - 08.2017
- Had the pleasure of working for this fun and delicious restaurant
- Full-time manager
- In addition, ran the bar and served tables
- Handled a ten to fifteen seat section nightly
- Offered excellent and efficient customer service
- Oversaw the dining room and assisted other servers
- Ran nightly reports bookkeeping procedures.
Bar Manager
The William Tell House
05.2014 - 02.2015
- Maintained full knowledge of bar and menu items and made recommendations
- Maintained full knowledge of all menu items, contents and preparation methods
- Delivered quality food and beverage service to guests in a responsible manner
- Maintained familiarity with the latest in mixology, bar equipment and sanitation standards
- Prepared mixed drinks; poured wine, beer and nonalcoholic beverages
- Prepared coffee and espresso drinks
- Upheld a high standard of cleanliness in all work areas.
Bartender/Server
Tony's of North Beach
06.2013 - 10.2014
- Offer friendly and upbeat service to every guest
- Create and replicate latest craft cocktails
- Oversaw a thirty seat bar that offered full service dining.
Banquet Captain/Server/Bartender
Tarpy's Roadhouse
11.2001 - 12.2011
- Trained staff of multiple employees for correct facility procedures, safety codes, proper recipes and plating techniques
- Inspected dining and serving areas to ensure cleanliness and proper setup
- Kept drink stations clean and ready for service
- Prepared and served hot and cold beverages
- Stocked supplies in serving stations, cupboards, refrigerators, and salad bars
- Ensured consistent high quality of plate presentation
- Made and served drinks to guests and cocktail servers following established guidelines, procedures, and policies
- Maintained contact with kitchen staff, management, serving staff, and customers
- Delivered exceptional service by greeting and serving customers in a timely, friendly manner
- Accepted payment from customers and made change as necessary
- Assisted co-workers
- Attempted to limit problems and liability related to customers' excessive drinking
- Checked patrons' identification to ensure that they met minimum age requirements for consumption of alcoholic beverages
- Cleaned and maintained the beverage area, display cases, equipment, and order transaction areas
- Cleaned bars, work areas, and tables.
Assistant General Manager
Piatti Restaurant Co
01.1995 - 01.2001
- Oversaw all areas of the restaurant
- Tended to customers and staff
- Helped BOH and FOH keep food and beverage consistent
- Coordinated all banquets
- Responsible for inventory, as well as, profit and loss statements monthly
- Performed closing procedures nightly.
Education
Bachelor of Arts - Teledramatic Arts and Technology, Directing, Scriptwriting, Liberal Studies
California State University, Monterey Bay
Seaside, CA01.2013
Skills
- Food and beverage handling expert
- Friendly and upbeat
- Strong customer relationship builder
- Reliable and punctual
- Excellent guest service skills
- Ability to handle fast-paced environment
- Proven success in up-selling
- Sense of urgency
- Exceptional multi-tasker
- Communicates effectively
- Strong work ethic
- Team-oriented
- Professional appearance
- Marketing, Hospitality and Public Relations
Certification
- ServeSafe Management Certificate
- RBS Alcohol and Beverage Certification with the ABC (# 313149067)
- Completion of the California Sexual Harassment Program
Accomplishments
- I have been honing my career in hospitality for decades
- I have had the honor of working for many exceptional restaurants in the Monterey Bay, Sonoma County, Bodega Bay and Sacramento areas
- My main objectives have been, to observe diners and respond to requests and anticipate any additional needs
- Always ensured a consistent high quality of plate and drink presentation
- Made and served drinks to patrons, even creating new beverages recipes
- Followed all established guidelines, procedures and policies
- I possess my ServeSafe Management Certificate, an RBS Alcohol and Beverage Certification with the ABC (# 313149067), as well as, completion of the California Sexual Harassment Program.
Software
Micros, Aloha, Squirrel, Fosse, Revel, Word, Excel and Power Point
Timeline
General Manager
Old Soul
08.2023 - Current
Shift Supervisor / Manager
La Venadita
08.2021 - Current
Front Desk Associate
The Courtyard by Marriott
05.2019 - 12.2020
Assistant General Manager
Denny's
10.2017 - 05.2019
Bartender
The Tides Wharf
08.2015 - 09.2017
Manager
Toast
08.2015 - 08.2017
Bar Manager
The William Tell House
05.2014 - 02.2015
Bartender/Server
Tony's of North Beach
06.2013 - 10.2014
Banquet Captain/Server/Bartender
Tarpy's Roadhouse
11.2001 - 12.2011
Assistant General Manager
Piatti Restaurant Co
01.1995 - 01.2001
Bachelor of Arts - Teledramatic Arts and Technology, Directing, Scriptwriting, Liberal Studies
California State University, Monterey Bay
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