Laura Hettinger

• Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
• Exercised composure under pressure and in escalated customer service scenarios.
• Checked building to confirm maintenance and cleaning met code and regulations.
• Directed employees to create displays, upsell featured items and tidy store during assigned shifts.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Scheduled employee shifts, balancing workload fairly while accommodating individual preferences and availability when possible.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Delegated tasks effectively among team members based on their strengths and skill sets leading to greater productivity levels.

Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.

• Developed strong rapport with patrons, resulting in repeat business and increased loyalty.
• Trained new bartenders on drink recipes, mixing techniques, and customer service skills to enhance overall performance.
• Monitored cash handling procedures to ensure accuracy in transactions while minimizing instances of theft or loss.
• Maintained clean and organized workspace, adhering to strict hygiene standards for the health and safety of customers.
• Followed alcohol awareness procedures for preventing excessive guest intoxication.

• Trained new staff on restaurant operations and policies to strengthen performance.
• Trained staff members on use of POS system.
• Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
• Supervised server staff and simultaneously served personal section of tables.
• Modeled strategies to wait staff for delivering exceptional and friendly service to every guest, every time.
• Closed out cash drawer at end of each shift, reconciling totals and resolving discrepancies to maintain financial accuracy.
• Managed food resources, memorized orders, and coordinated customer service.
• Increased sales per customer by listening actively and recommending relevant menu items.
• Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
• Stayed up-to-date on menu changes to help customers make food choices.
• Applied comprehensive knowledge of wine, cider, and beer to increase daily beverage sales.
• Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
• Addressed and resolved customer complaints and issues to increase satisfaction and establish trust.
• Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
• Observed servers to provide feedback and coaching in areas requiring improvement.
• Wrote and submitted accurate end-of-shift reports to provide management with accurate information about performance of restaurant and staff.
• Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.

• Met customer call guidelines for service levels, handle time and productivity.
• Completed and average of 50 calls and 20 emails daily.
• Adhered to appropriate legal scripting when required.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Reduced churn rate by developing personalized retention strategies for high-risk clients.