Mackenzie Owens
Winchester,VA
Summary
Dynamic and detail-oriented professional with extensive experience at The Cider House, excelling in guest relations and team leadership. Proven ability to resolve conflicts and enhance customer satisfaction through innovative service strategies. Skilled in crafting unique cocktails and fostering strong relationships, driving repeat business and creating a welcoming atmosphere.
Overview
6
6
years of professional experience
Work History
Lead Server/Bartender
The Cider House / Winchester Ciderworks
Winchester, VA
08.2024 - Current
- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
- 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.
- Collaborated with kitchen staff to ensure accurate and timely delivery of meals, resulting in higher customer satisfaction rates.
- Maintained clean and organized dining areas, ensuring a pleasant atmosphere for guests at all times.
- Mentored new servers, sharing best practices for exceptional service and fostering a positive work environment.
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Observed servers to provide feedback and coaching in areas requiring improvement.
- Collaborated with managers on employee scheduling needs, helping maintain optimal coverage during peak hours without sacrificing quality of service.
- Provided valuable feedback on potential improvements to restaurant operations based on firsthand experience as a lead server.
- Developed strong relationships with guests, fostering loyalty and repeat business.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Served high customer volumes during special events, nights, and weekends.
- Cultivated warm relationships with regular customers.
- Applied knowledge to create innovative cocktails, enhance flavor profiles and expertly pair food and drinks.
- Created attractive bar displays by strategically arranging bottles and glasses.
- Tracked bar stock levels and promptly replenished low materials to prevent shortages.
- Mixed unique and interesting cocktails for customers, including bar specials.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
Jewelry Designer
8BallBeads - Self Employed
Winchester, VA
02.2023 - Current
- Coordinated photoshoots for marketing materials, capturing the essence of each collection beautifully.
- Worked with individual clients to design unique pieces, communicating effectively to establish vision and specifications.
- Enhanced jewelry designs by incorporating innovative materials and techniques.
- Designed bespoke pieces for high-profile clientele, exceeding expectations with exquisite craftsmanship and attention to detail.
- Communicated effectively with clients to understand their needs and preferences for customized pieces.
- Maintained a strong aesthetic vision, providing consistent high-quality designs across various collections.
- Created professionally staged images using special lighting and backgrounds to display pieces attractively.
- Optimized studio space organization for enhanced productivity and workflow efficiency.
- Participated in industry trade shows, showcasing new designs and expanding brand visibility.
- Negotiated contracts with retailers and galleries, increasing distribution channels for wider audience exposure.
- Fabricated pieces by hand and using specialized equipment.
- Expanded brand reach through strategic collaborations with influencers and fashion industry professionals.
- Consistently met deadlines under pressure without compromising on design quality or client satisfaction.
Hostess/Server
Paladin Bar and Grill
Stephens City, VA
09.2023 - 06.2024
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Assisted in training new host staff, sharing best practices for maintaining a professional demeanor and efficient work habits.
- Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
- Opened and closed seating sections according to volume of guests.
- Backed up servers by checking on tables and retrieving items for guests.
- Advised customers about special offerings and menu items to help drive sales.
- Input orders accurately into POS terminal, split bills and accepted payments.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Contributed to inventory management by monitoring stock levels.
Hostess
Romas Old Town Wood-Fired Pizza
Winchester, VA
05.2022 - 08.2023
- Answered customer questions about hours, seating, and menu information.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Rearranged tables and chairs for large parties and retrieved high chairs for children.
- Seated patrons based on guest preferences and seating availability.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Completed daily side work and opening and closing duties without fail.
Sales Associate
Zumiez
Winchester, VA
08.2020 - 05.2022
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Managed inventory to ensure product availability, contributing to uptick in sales.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Sales Associate
Journeys Shoes
Winchester, VA
09.2020 - 07.2021
- Prepared merchandise for sales floor by pricing or tagging.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Contributed to positive shopping environment by maintaining organized and welcoming store appearance.
- Fostered collaborative work environment, sharing best practices and sales strategies with new hires.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Performed cash, card, and check transactions to complete customer purchases.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Answered customer questions about sizing, accessories, and merchandise care.
- Helped customers locate products and checked store system for merchandise at other sites.
Education
Associate of Arts - Liberal Arts And Sciences
Laurel Ridge Community College
Middletown, VA01-2026
Skills
- Problem-solving
- Attention to detail
- Team leadership
- Positive and friendly attitude
- Responsible and trustworthy
- Teamwork and collaboration
- Critical thinking
- Conflict management
- Guest relations management
- Relationship management
- Server support
- Bar terminology
- Editing and proofreading
- Team motivation
- Photography
- Community engagement
- Interpersonal and written communication
- Media relations
- Influencer outreach
- Public speaking
- Media communications
- Event networking
Timeline
Lead Server/Bartender
The Cider House / Winchester Ciderworks
08.2024 - Current
Hostess/Server
Paladin Bar and Grill
09.2023 - 06.2024
Jewelry Designer
8BallBeads - Self Employed
02.2023 - Current
Hostess
Romas Old Town Wood-Fired Pizza
05.2022 - 08.2023
Sales Associate
Journeys Shoes
09.2020 - 07.2021
Sales Associate
Zumiez
08.2020 - 05.2022
Associate of Arts - Liberal Arts And Sciences
Laurel Ridge Community College