Lauren Gabrielle West
Knoxville,TN
Summary
Punctual, dependable customer service professional offering over 10 years experience, with a clear understanding of Hotel Standard Operating Procedure (SOP). Known for maintaining a friendly, helpful demeanor with all guests and coworkers at all times. Eager to contribute to team success through creating a safe, clean, and well organized work environment by keeping guest security always in mind, and using proactive thinking.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Shift Leader/Server/Trainer
Denny's
Knoxville, TN
10.2019 - 02.2020
- Worked third shift on Fridays and Saturdays averaging over $1,000 in sales per shift
- Consistently brought in tip percentage of 33% or higher based on nightly sales reports
- Increased guest satisfaction score to 5 out of 5 setting record high for Watt Road location
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team
- Effectively used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty
Server
O'Charley's
Knoxville, TN
01.2019 - 05.2019
- Executed "Service Success Steps" to ensure high- quality guest experience for 20-30 guests per shift
- Followed proper guidelines regarding responsible alcohol service
- Maintained tip average of over 23%
- Memorized and applied O'Charley's terminology, abbreviations, methodologies, plating and menu knowledge
- Stocked and rotated all needed supplies in service areas and dining room
- Performed all cleaning duties according to posted cleaning charts.
Server
Cheddar's Scratch Kitchen
Knoxville, TN
10.2018 - 01.2019
- Promoted to closer during first 3 months of employment based on strong work ethic and customer satisfaction scores
- Checked over 10 IDs daily to verify ages and uphold Tennessee liquor laws
- Genuinely thanked guests by their names and invited them to visit again
- Ensured that all tables were cleaned and reset with sense of urgency
- Completed all running responsibilities throughout shift including restocking and replenishing service supplies, condiments and service ware
- Arrived to work 15 minutes before scheduled time, well-groomed, in clean, pressed attire according to Cheddar's server dress and appearance standards
Shift Leader/Server/Trainer
Denny Restaurant
Knoxville, TN
09.2016 - 10.2018
- Recognized by upper management for outstanding performance in fast paced, high stress environments during 1st year of employment
- Proven ability to lead, recognize, and train talent using "Guests First" cycle, and other guest focused activities to meet or exceed guest expectations
- Developed new service script that increased dessert sales by 26 % over 8 months
- Addressed complaints promptly, consistently following company policy of "Don't fight, make it right", bringing guest satisfaction scores into top ten for region
- Completed shift walk-troughs taking corrective action when needed
- Managed scheduling for 16 servers, and 7 BOH staff, maintaining adequate staffing levels while accounting for personal employee needs.
Front Desk Supervisor/Night Auditor
Quality Inn & Suites
Harriman, TN
04.2014 - 08.2016
- Planned, scheduled, trained and supervised up to 10 employees at a dual property hotel with a combined total of 130 rooms
- Formed relationships with local event leaders/groups, gaining annual reservations resulting in 100% occupancy
- Created a service script that increased customer satisfaction scores by 33% over the first 8 months
- Transmitted and received messages, using telephone system
- Prepared and set up Breakfast
- Maintained communication log accurately to ensure proper communication between shifts
- Read all electronic post-stay surveys, addressing issues, and following up with responses
- Performed bookkeeping activities, such as balancing accounts and conducting nightly audits
Site Property Manager/Night Auditor/Housekeeping Supervisor
Rodeway Inn
Harriman, TN
03.2011 - 04.2014
- Supervised housekeeping for a 70 room property on a daily basis to ensure Choice hotel standards for cleanliness were met
- Prepared and set up breakfast
- Read all electronic post-stay surveys, addressing issues, and following up with respondents resulting in top 5 ranking for the region 2 years in a row
- Performed bookkeeping activities, such as balancing accounts and conducting nightly audits
- Planned, scheduled and supervised work of 15 employees
Server Trainer
Applebee's
Oak Ridge, TN
08.2004 - 07.2007
- Demonstrated responsible alcohol service by checking guest ID 100 % of the time, and scoring 100 out of 100 on state approved alcohol exam required to obtain 5-year TABC licence
- Greeted guests, answered questions, made suggestions regarding food, drinks Interacted verbally with all guests creating a friendly and upbeat atmosphere
- Relayed orders to service bar and kitchen via the point-of-sale system, averaging sales of up to $1000 during high volume shifts
- Observed guests and responded to any additional requests
- Presented guest checks to each table and made correct change and/or completed the proper charge card procedure
- Participated in clearing and resetting of 5+ table section
Education
Associate of Science - Not Complete
Roane State Community College
Harriman, TNHigh School Diploma -
Roane County High School
Kingston, TN05.2004
Skills
- Ability to multi-task
- Cash Handling
- Accounting Procedures/General Administrative Tasks
- Ability to Speak, Read, Write, and Understand Primary Language Used in Work place as well as by Guests Who Visit Hotel
- Basic Food Preparation, Set-Up, and Service
- Experience with CLC
- Demonstrated Ability to Work Well with Others
- Guest Service
- Nightly Audit-Related Duties (Daily paperwork, balancing duties, and shift reports)
- Experience with Property Management Systems (PMS)
- Effective Problem Solving
Links
- Indeed Profile https://my.indeed.com/p/lauren-qojawn9
- Linked-in Profile https://www.linkedin.com/in/laurengwest
Additional Information
- 5 Years experience in Hotel Management
- 2 Years experience in Restaurant Management
- Reliable, personal transportation (owns a car)
- COVID-19 vaccinated (willing to provide records)
- Open availability for flexible scheduling (weekends, holidays, night shift, day shift, etc)
Certification
- Certified Trainer, Denny's Corporate- 2017 to present
- TABC License/5 Year Server Permit, Tennessee Alcoholic Beverage Commission- December 2018 to December 2023
- Driver's License, State of Tennessee Department of Motor Vehicles - Valid/Current
Job Related Assessments
- Front Desk Manager (Hotel), Highly Proficient - Indeed Assessments
- Front Desk Agent (Hotel), Expert - Indeed Assessments
- Night Auditor (Hotel), Highly Proficient - Indeed Assessments
- Customer Focus and Orientation, Highly Proficient - Indeed Assessments
- Customer Service, Highly Proficient - Indeed Assessments
- Attention to Detail, Expert - Indeed Assessments
Timeline
Shift Leader/Server/Trainer
Denny's
10.2019 - 02.2020
Server
O'Charley's
01.2019 - 05.2019
Server
Cheddar's Scratch Kitchen
10.2018 - 01.2019
Shift Leader/Server/Trainer
Denny Restaurant
09.2016 - 10.2018
Front Desk Supervisor/Night Auditor
Quality Inn & Suites
04.2014 - 08.2016
Site Property Manager/Night Auditor/Housekeeping Supervisor
Rodeway Inn
03.2011 - 04.2014
Server Trainer
Applebee's
08.2004 - 07.2007
Associate of Science - Not Complete
Roane State Community College
High School Diploma -
Roane County High School
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