Summary
Overview
Work History
Education
Skills
Timeline
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MARCUS STROUD

Las Vegas,United States

Summary

Proven leader and adept problem-solver, I enhanced customer satisfaction and streamlined operations at Peppermill Fireside Lounge. With a knack for operations management and building strong relationships, I consistently motivated teams towards peak performance, fostering a culture of continuous improvement and respect. My approach led to significant enhancements in service delivery and team engagement.

Overview

9
9
years of professional experience

Work History

Manager

Peppermill Fireside Lounge
Las Vegas, NV
02.2024 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Onboarded new employees with training and new hire documentation.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.

Front Of House Server / Assistant General Manager

SkinnyFats
Las Vegas, NV
04.2021 - 09.2023
  • Began as server in April 2021 promoted to manager November 2021
  • Contributed to team efficiency by promptly clearing tables and resetting them for incoming guests.
  • Maintained a clean and inviting dining area, contributing to a pleasant atmosphere for guests.
  • Supported overall restaurant operations by assisting with opening or closing duties as needed.
  • Collaborated with kitchen staff to ensure accurate order preparation, contributing to positive guest feedback.
  • Addressed customer concerns swiftly and professionally, resolving issues and ensuring repeat patronage.
  • Displayed excellent interpersonal skills when interacting with diverse clientele on a daily basis.
  • Assisted in training new Front of House Servers, fostering teamwork and improving overall service quality.
  • Skillfully balanced multiple tasks during high-volume shifts, maintaining composure under pressure.
  • Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
  • Handled cash transactions accurately while maintaining a secure till, minimizing discrepancies in financial records.
  • Demonstrated strong knowledge of menu offerings, confidently answering questions and making personalized suggestions to guests.
  • Exhibited strong multitasking abilities by simultaneously managing phone orders, dine-in customers, and take-out pickups.
  • Developed rapport with regular customers by remembering preferences and providing personalized touches in service.
  • Promoted daily specials and upsold menu items, increasing revenue through strategic recommendations.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.

Host / Cook

Backyard Hibachi
Las Vegas, NV
01.2020 - 02.2021
  • Private owned small business
  • Great opportunity in learning the ropes and experiencing the challenges in running a business.
  • Contributed to team success through effective communication and cooperation with coworkers and management.
  • Developed rapport with regular patrons, fostering a sense of community within the establishment.
  • Used cash registers and credit card machines to cash out customers.

Manager Trainee

Enterprise Rent-A-Car
Reno, NV
07.2017 - 10.2018
  • Gained knowledge in learning how to pitch sales through car coverage insurance
  • Dealing with difficult situations improved problem solving skills
  • Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Enhanced supervisory and leadership abilities by working closely with supervisor.
  • Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues, and promote brand loyalty.

Host / Server

Red Robin Gourmet Burgers
Reno, NV
07.2015 - 10.2016
  • Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
  • Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Leveraged POS system to manage sales transactions, process credit cards and print receipts.

Education

Bachelor's Degree - Political Science And Government

University of Nevada - Reno
Reno
05.2017

High School Diploma -

Palo Verde High School
Las Vegas, NV
06.2012

Skills

  • Great leader that motivates those around
  • Trustworthy and reliable, will always give best effort
  • Enjoy showing up to work while bringing in great energy and boosting those around
  • Very adaptable to situations presented
  • Quick and willing learner
  • Humble, great at listening, taking, as well as giving direction
  • Will always be upfront and honest while staying respectful
  • Skilled in dissolving issues and improving situations that call for it
  • Great at building relationships with those around me
  • Always want to see peers be as successful as they can be
  • Time Management
  • Complex Problem-Solving
  • Operations Management
  • Customer Relationship Management (CRM)
  • Performance Management
  • Sales management
  • Marketing
  • Customer Service
  • Lead Generation
  • Hiring and Training
  • Good Judgment

Timeline

Manager

Peppermill Fireside Lounge
02.2024 - Current

Front Of House Server / Assistant General Manager

SkinnyFats
04.2021 - 09.2023

Host / Cook

Backyard Hibachi
01.2020 - 02.2021

Manager Trainee

Enterprise Rent-A-Car
07.2017 - 10.2018

Host / Server

Red Robin Gourmet Burgers
07.2015 - 10.2016

Bachelor's Degree - Political Science And Government

University of Nevada - Reno

High School Diploma -

Palo Verde High School

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MARCUS STROUD