Mackenzie Mroz
Amherst,NY
Summary
I am attentive with customers to make their experience more enjoyable, can usually deescalate an upset customer and if not i always make sure to grab a manager to speak to them. I try to stay as organized as i can, i’ve taken orders in person and on the phone and try to ensure everything is just right for them and I’ve also supervised to make sure the work environment runs smooth and customers are satisfied.
Overview
2
2
years of professional experience
Work History
Host
Texas Roadhouse
Tonawanda, New York
06.2024 - Current
- Monitored dining area to assess server capacity and estimate wait times.
- Maintained contact with kitchen and serving staff to properly handle dining details and address concerns.
- Helped service staff handle demand by distributing food and beverages.
- Assisted servers in seating guests by escorting them to their tables.
- Assisted staff by serving food and beverages or bussing tables.
- Helped restaurant staff set up small and large events to coordinate smooth execution.
- Resolved customer service and food-related issues to maintain guest satisfaction.
- Provided excellent customer service by anticipating customer needs.
- Managed guest expectations by relaying information regarding hours, wait times and specials.
- Greeted incoming guests to escort to assigned dining area and present menus.
- Checked dining and serving areas to verify proper cleanliness and readiness for guests.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Answered phones promptly to record and confirm reservations.
- Offered seating and other special accommodations to customers according to preferences and dining area volume.
- Checked restrooms to refill products and perform light cleaning duties, emptying trash, and restocking paper products.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
- Managed incoming calls during busy shifts.
- Accommodated guests with children and special needs to promote comfortable dining experience.
- Answered telephone to provide dining information and take reservations.
- Escorted guests to seating area, furnished menus and highlighted daily specials.
Cook & Cashier
Padrinos
West Seneca, New York
10.2022 - 11.2024
- Prepared and served meals by reviewing recipes and combining and cooking ingredients.
- Memorized new menu items and ingredients quickly to help customers select items meeting needs and preferences.
- Distributed food to service staff for prompt delivery to customers.
- Chopped and diced vegetables and fruits to stock fridge ahead of busy periods.
- Cleaned kitchen equipment, surfaces, utensils and dishes.
- Prepared a wide range of dishes according to menu specifications and chef instructions.
- Offered customers carry-out service at completion of transaction.
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered phone calls to assist customers with questions and orders.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Built and maintained productive relationships with employees.
- Issued receipts, refunds, credits or change due to customers.
Supervisor & Team Member
Tim Hortons
Williamsville, New York
12.2023 - 04.2024
- Directed and supervised team of 15 employees in daily operations.
- Developed strategies to improve team performance and productivity.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Maintained positive working relationship with fellow staff and management.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Trained new employees on company policies, job duties, and performance expectations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Trained new employees on company policies and procedures.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Responded to customer questions regarding products, prices and availability.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Operated cash registers to process payments from customers.
- Assisted customers with product selection and ordering process.
- Maintained a clean and organized work area throughout shift.
- Answered phone calls regarding inquiries about products or services.
- Developed positive customer relationships through friendly greeting and excellent service.
- Assisted newly hired team members by explaining company procedures and safety requirements.
- Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
- Greeted customers upon entering the store with friendly demeanor.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Education
Some College (No Degree) - Social Work
Erie Community College
Buffalo, NYSkills
- Telephone reception
- Guest relations
- Verbal and written communication
- Team player mentality
- POS software
- Customer service
- Adaptable to change
Timeline
Host
Texas Roadhouse
06.2024 - Current
Supervisor & Team Member
Tim Hortons
12.2023 - 04.2024
Cook & Cashier
Padrinos
10.2022 - 11.2024
Some College (No Degree) - Social Work
Erie Community College