Lucy Dirksen
Sheboygan
Summary
Talented leader with over 20 years of experience in the service and hospitality industry. Works quickly and efficiently in high volume and high pressure establishments. Very service-oriented with excellent multi-tasking and decision-making skills. Effective in communication with staff and customers, quickly earning respect from both. Demonstrates honesty and integrity when faced with difficult decisions and situations alike. Results-focused manager offering 15 years of progressive leadership experience. Experienced in developing, leading and maintaining large teams in high velocity environments. Demonstrates creativity and savviness critical to financial and operational success.
Overview
10
10
years of professional experience
Work History
Assistant General Manager
Trattoria Stefano
04.2024 - Current
- Motivated, trained, and disciplined employees to maximize performance.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Managed team schedule with eye for coverage needs and individual strengths.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Collaborated with other department managers on cross-functional projects, fostering a cooperative atmosphere that drove overall organizational success.
General Manager
Twist Davis Group
06.2022 - 04.2024
- Developed and maintained relationships with customers and suppliers through account development.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Developed effective business plans to align strategic decisions with long-term objectives.
- Managed day-to-day FOH operations to drive quality, standards and meet customer expectations.
- Performed cash handling activities and secured nightly bank deposits.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Adhered to safe work practices, food safety regulations and corporate guidelines.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Resolved guests complaints while maintaining positive customer environment.
- Handled complaints, settled disputes and resolved grievances to maintain customer satisfaction.
- Drove excellent customer service through coaching, role modeling and incorporating customer feedback to reinforce and improve quality of service.
- Created and distributed staff schedules and maintained time cards to facilitate efficient payroll process.
- Managed inventory through effectively ordering and stocking uniforms, linens, beverages and front of house supplies.
- Helped hosts and hostesses execute timely and efficient processes to drive first class guest service.
- Initiated server side-work chart rotation to promote solidarity and standard of cleanliness.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Assisted staff in building menu expertise to answer customer questions and make personal recommendations.
- Managed dining and bar costs by conducting weekly depletion analysis.
Front of House Manager
Viewhouse
11.2021 - 06.2022
- Drove excellent customer service through coaching, role modeling and incorporating customer feedback to reinforce and improve quality of service.
- Performed cash handling activities and secured nightly bank deposits.
- Adhered to safe work practices, food safety regulations and corporate guidelines.
- Controlled cash and credit receipts by adhering to cash handling and reconciliation procedures to comply with company policies and procedures.
- Supervised staff of 90 through motivational coaching and effective training programs for service and sales techniques.
- Resolved guests complaints while maintaining positive customer environment.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Created and distributed staff schedules and maintained time cards to facilitate efficient payroll process.
- Developed and implemented corrective action plans based on review of comment cards and guest satisfaction results.
- Handled complaints, settled disputes and resolved grievances to maintain customer satisfaction.
- Initiated server side-work chart rotation to promote solidarity and standard of cleanliness.
- Helped hosts and hostesses execute timely and efficient processes to drive first class guest service.
- Emphasized guest satisfaction during departmental meetings and focused on continuous improvement.
General Manager
Lucile’s Creole Cafe
08.2020 - 09.2021
- Developed and maintained positive relationships with customers and suppliers.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Oversaw P&Ls to stay on track with growth plans.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Carefully interviewed, selected, trained and supervised staff.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations.
- Correctly calculated inventory and ordered appropriate supplies.
- Led and directed team members on effective methods, operations and procedures.
- Clearly and promptly communicated important information to staff, such as large reservations or last minute menu changes.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Recognized and formally acknowledged outstanding staff performance to boost morale.
- Reconciled cash and credit card transactions to maintain accurate records.
- Identified team weak points and implemented corrective actions to resolve concerns.
Assistant Manager
Twist Davis Group
09.2018 - 08.2020
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Handled complaints, settled disputes and resolved grievances to maintain customer satisfaction.
- Managed day-to-day FOH operations to drive quality, standards and meet customer expectations.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Accurately completed end-of-day financial tasks worth over $10,000 of cash and card transactions daily.
- Helped open the restaurant and have been employed since day one.
- Engaged team members and improved performance by delivering daily updates and conducting monthly meetings to obtain feedback and convey new policies.
- Controlled spending on overhead and equipment by devising and executing cost-management procedures.
- Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
- Took customer orders and capitalized on opportunities to sell special beverage and food options.
- Boosted revenue by implementing sales cycle procedures related to new business development and contract agreements.
- Assisted and trained in kitchen duties to be able to fill in when necessary.
- Facilitated maintenance and equipment repairs with the appropriate vendors.
Bar Manager
The Cooler, Inc.
03.2015 - 01.2018
- Reduced labor costs by improving employee schedules and workflows to capitalize on individual strengths and better meet forecasted customer demands.
- Took customer orders and capitalized on opportunities to sell food and beverage specials to increase sales.
- Worked closely with alcohol venders in order to maintain a well stocked inventory to meet demands.
- Polished glassware, bussed tables and removed debris to keep customer areas fresh and clean.
- Developed unique drink and cocktail offerings on monthly basis as part of seasonal offerings.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Maintained secure cash drawers, promptly resolving discrepancies for accuracy.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Assisted servers with specialty drinks orders by preparing on-demand items without delay.
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
- Checked ID cards and verified bar guests were of legal age.
- Improved customer service rankings by resolving issues quickly and accurately.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
Education
Bachelor of Arts - English
University of Iowa
Iowa City, IA05.2011
High School Diploma -
Waverly-Shell Rock Senior High School
Waverly, IA05.2007
Skills
- Staff Scheduling for FOH/BOH
- Experience in facilitating restaurant openings in FOH/BOH
- Inventory Management for FOH/BOH
- Regulatory Compliance in FOH/BOH
- Budgeting
- Workflow planning
- Safe food handling certified
- Cleanliness
- Strategic Planning
- BOH operations
- Conflict resolution
- Customer Service
- Organization
- Restaurant operations
- Pre-shift walk-through
- Quality Standards
- Cash Handling
- Leadership
- Familiar with QuickBooks & Gusto for payroll
Timeline
Assistant General Manager
Trattoria Stefano
04.2024 - Current
General Manager
Twist Davis Group
06.2022 - 04.2024
Front of House Manager
Viewhouse
11.2021 - 06.2022
General Manager
Lucile’s Creole Cafe
08.2020 - 09.2021
Assistant Manager
Twist Davis Group
09.2018 - 08.2020
Bar Manager
The Cooler, Inc.
03.2015 - 01.2018
Bachelor of Arts - English
University of Iowa
High School Diploma -
Waverly-Shell Rock Senior High School
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