Mackenzie Faulkner
Olean,NY
Summary
Proven leader with extensive experience in operations management and strategic planning, notably at Good Times of Olean. Excelled in business development and staff management, enhancing customer satisfaction and loyalty. Skilled in inventory control and safe food handling, achieving significant improvements in efficiency and service quality. Demonstrates strong guest engagement and suggestive selling abilities, driving business growth.
Overview
9
9
years of professional experience
Work History
Bowling Alley Supervisor
Good Times of Olean
02.2024 - Current
- Kept facilities clean, neat, and organized to give areas professional and fresh appeal.
- Responded to customer requests efficiently and with knowledgeable assistance.
- Provided excellent customer service to guests by promptly responding to inquiries and requests.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Fix errors on bowling lanes in a timely manner to ensure customer satisfaction.
Team Leader Manager
Tap N Pour
08.2023 - 02.2024
- Led employee relations through effective communication, coaching, training, and development.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Replaced empty kegs efficiently.
- Operated POS systems.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Taught employees and customers how to pour draft beer.
- Maintained a clean facility to health code standards.
Lead Server
Good Times of Olean
02.2022 - 01.2023
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Maintained clean and organized dining area to create pleasant and welcoming atmosphere for customers.
- Assigned tasks and shifts to servers to manage organized schedules and provide adequate coverage.
- Inspected FOH stock to identify shortages, replenish supply and maintain consistent inventory.
- Checked guests' identification before serving alcoholic beverages.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Inspected dishes and utensils for cleanliness.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
Waitress
Kopper Keg Resturaunt
08.2021 - 03.2022
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Used cash registers and credit card machines to cash out customers.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Prepared and served alcohol.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Checked guests' identification before serving alcoholic beverages.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Medication Aide
Manor Hills
03.2021 - 08.2021
- Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Administered prescribed drugs to high-volume patient caseload.
- Took patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
- Unpacked, sorted, counted, and labeled all incoming medications to keep optimum inventory levels.
- Monitored medication storage area to maintain medication security and control.
- Turned and repositioned patients to prevent bedsores.
- Monitored patient responses to medication to report adverse reactions quickly.
- Assisted in maintaining conducive environment for residents by adhering to infection control policies.
Server/Bartender
The Old Greyhound
08.2019 - 11.2020
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Cultivated warm relationships with regular customers.
- Bussed and reset tables to keep dining room and work areas clean.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Served food and beverages promptly with focused attention to customer needs.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Checked guests' identification before serving alcoholic beverages.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Increased sales significantly by upselling higher-end products to customers.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Kept bar presentable and well-stocked to meet customer needs.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Prepared custom drink orders by accurately measuring and mixing house ingredients.
- Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
- Used extensive knowledge of beer, wine and spirits to make informed recommendations to customers.
Dishwasher
Kopper Keg Resturaunt
08.2015 - 09.2019
- Cleared, washed and stacked all plates, dining utensils, and trays quickly and without breaking.
- Followed supervisor instructions to complete tasks on time.
- Stepped into additional roles during busy times to boost coverage of important stations.
- Kept work area clean, dry, and free of debris to prevent incidents and accidents.
- Worked with chemicals such as detergent, rinse agents, and sanitizers to protect customer health.
- Kept kitchen areas neat and clean by removing trash and organizing supplies.
- Assisted with kitchen prep work to help operations run smoothly and meet customer needs.
- Completed extra cleaning work on garbage cans, racks, dry storage areas and other fixtures to keep kitchen spotless.
- Kept dishes, utensils and glassware clean and rotated following safety standards set by restaurant.
- Washed dishes and assisted in bussing tables.
- Gently moved glassware, crystal, and other delicate items to prevent breakage.
- Increased machine efficiency by scraping and pre-washing dishes.
Education
No Degree - Nursing
Jamestown Community College
Jamestown, NYHigh School Diploma -
Friendship Central School
Friendship06.2019
Skills
- Business Development
- Strategic Planning
- Inventory Control
- Operations Management
- Safe Food Handling
- Food Running
- Beverage Preparation
- Food inspection
- Daily specials memorization
- Guest Engagement
- Suggestive Selling
- Payment Processing
- Staff Management
Timeline
Bowling Alley Supervisor
Good Times of Olean
02.2024 - Current
Team Leader Manager
Tap N Pour
08.2023 - 02.2024
Lead Server
Good Times of Olean
02.2022 - 01.2023
Waitress
Kopper Keg Resturaunt
08.2021 - 03.2022
Medication Aide
Manor Hills
03.2021 - 08.2021
Server/Bartender
The Old Greyhound
08.2019 - 11.2020
Dishwasher
Kopper Keg Resturaunt
08.2015 - 09.2019
No Degree - Nursing
Jamestown Community College
High School Diploma -
Friendship Central School
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