Lauren Gillis
San Bernardino,CA
Summary
Customer-focused operations leader with 8+ years in hospitality, excelling at resolving escalations, streamlining processes, and leading teams in fast-paced, high-volume environments. Known for empathetic communication, calm composure under pressure, and a strong service and safety mindset. Now pursuing a role as a flight attendant to deliver exceptional passenger experiences at altitude
Overview
10
10
years of professional experience
1
1
Certification
Work History
Dining Room, Bar, Operations & Events Manager
BJ’s Restaurant & Brewhouse
04.2021 - Current
- Directed day-to-day operations, logistics, and staffing for a $200K+/week revenue environment across multiple departments.
- Orchestrated complex shift and event schedules for 150+ staff across multiple departments, optimizing team coverage and labor costs.
- Served as the primary point of contact for guest escalations, resolving issues with empathy, composure, and quick problem-solving to maintain brand loyalty.
- Managed guest interactions via in-person communication, phone calls, and internal messaging to address and resolve service concerns in real time.
- Handled sensitive employee performance issues and HR-related documentation with discretion, professionalism, and trustworthiness.
- Familiar with operational software tools including CTUIT, QuickBooks, Google Workspace, Mircosoft365, Workday and HotSchedules; quick to adopt and master new systems and workflows.
Server
BJ's Restaurant & Brewhouse
San Bernardino, California
11.2017 - 03.2021
- Provided exceptional customer service in a fast-paced dining environment.
- Assisted in training new servers on restaurant protocols.
- Recommended menu items to enhance guest dining experience.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
Lead Server
The Party Staff
Los Angeles, California
06.2015 - 11.2017
- Supervised dining table setup and service preparation for a variety of high-profile events, upholding strict fine-dining standards.
- Executed synchronized multi-course meal service with precision, speed, and composure in fast-paced luxury environments.
- Collaborated with the personal staff of celebrity chef Wolfgang Puck for premier events including the Governor’s Ball (2015), Emmy’s After Party (2016), and Baby2Baby Fundraiser – Hollywood (2016).
- Delivered five-star service for luxury weddings, corporate galas, and exclusive private functions.
- Maintained professionalism, confidentiality, and polished guest interaction while serving VIP clientele.
Lead Bookkeeper
BJ’s Restaurant & Brewhouse
San Bernardino, CA
06.2018 - 04.2021
- Administered and reconciled high-volume financial transactions, managing over $30K daily across multiple payment platforms.
- Investigated and resolved discrepancies, properly answered charge backs, and managed vendor communications.
- Maintained cash handling protocols and led internal audits to ensure financial integrity.
- Ensured adherence to corporate and legal accounting standards.
- Maintained accurate accounts payable/receivable records by entering invoices and credits daily.
Education
Associate of Science - Accounting
San Bernardino Valley College
San Bernardino, CA05.2023
Skills
- Critical Thinking
- Adaptability & Quick Learning
- Cross-Team Collaboration
- Customer Service Excellence & Guest Relations
- Safety and Emergency preparedness
- Problem Solving
- Process Optimization
- Superior Attention to Detail
- Team Leadership
- Onboarding, Training & Development
- Conflict Resolution
- Languages: conversational Spanish, basic French, and fluent English
Certification
• ServSafe Food Protection Manager Certification
• Responsible Beverage Service (RBS) Certification
• AED, CPR and First Aid Certified through The American Red Cross (2025)
• Responsible Beverage Service (RBS) Certification
• AED, CPR and First Aid Certified through The American Red Cross (2025)
Accomplishments
- Recognized as 'Team Member of the Year – Take Out' (2018) and 'All Around' (2019).
- Scored 98% on the BJ’s Service Mastery Test (2018).
- Successfully led a cross-functional task force to improve shift flow and guest wait times, contributing to a 12% increase in table turnover rate.
- Reduced guest complaint resolution time by 30% by creating and implementing a streamlined escalation protocol.
Timeline
Dining Room, Bar, Operations & Events Manager
BJ’s Restaurant & Brewhouse
04.2021 - Current
Lead Bookkeeper
BJ’s Restaurant & Brewhouse
06.2018 - 04.2021
Server
BJ's Restaurant & Brewhouse
11.2017 - 03.2021
Lead Server
The Party Staff
06.2015 - 11.2017
Associate of Science - Accounting
San Bernardino Valley College