Marlen S. De Leon
North Hollywood
Summary
Results-oriented team leader with proven ability to manage high-volume tasks efficiently under pressure. Demonstrated success in collaborating with clients and internal teams to enhance business processes. Strong communication skills facilitate effective interactions across diverse backgrounds and levels. Committed to fostering a productive and positive work environment.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Lead Server
Castaway Restaurant
Burbank
09.2023 - Current
- Demonstrates a complete understanding of all menu items and ingredients
- Oversaw daily operations of service team, delegated tasks, and trained new staff
- Assists in the selection and orientation of employees and oversees training of staff
- Observed servers to provide feedback and coaching in areas requiring improvement.
- Cultivated warm relationships with regular customers.
- Resolving guest complaints, authorizing discounts, managing sections, and ensuring smooth floor operations by assisting other servers and maintaining table organization
Lead Server
Gladstone’s Restaurant
Los Angeles
05.2011 - 08.2024
- Company Overview: Gladstone’s is a restaurant located at Malibu, CA, known for its high-performance sales and outstanding customer service.
- As a lead Server, I garnered high-performance sales by providing guests with outstanding customer service, through product knowledge, order entry accuracy, and attentiveness.
- Upselling entrees with sides, knowledge of house, call, premium and top shelf liquor, wines and seasonal menu changes and weekly specials.
- Responsible for completing the 'Steps of Service' and 'Table Touch' which ensures that each guest is properly attended to.
- Built a strong rapport with both the patrons as well as the other staff in order to maintain a professional work environment.
- Responsible for cash-out report and cash reconciliation at the end of each shift.
- Aided fellow employees with product knowledge swiftly, as well as running beverages and food items and used Micros computer systems.
- Gladstone’s is a restaurant located at Malibu, CA, known for its high-performance sales and outstanding customer service.
Training Manager
Gladstone’s Restaurant
05.2011 - 08.2024
- Company Overview: Gladstone’s is a restaurant located at Malibu, CA, known for its high-performance sales and outstanding customer service.
- As training manager for all servers I teach the fundamentals of how we as a team can ensure all guests receive the best possible service and care.
- I am in charge of teaching what is expected from the moment we walk into the establishment to the moment we walk out.
- I teach new friendly ways in up-selling and making our guests feel excited about their dining experience.
- I am in charge of teaching new servers essential information, such as restaurant history and interesting facts about the business, which they can share with customers.
- Gladstone’s is a restaurant located at Malibu, CA, known for its high-performance sales and outstanding customer service.
Cocktail Server – Bottle Service
SBE
05.2011 - 05.2014
- Company Overview: SBE is a proven hospitality leader in Southern California with award winning restaurants, bars, lounges and hotels.
- As a Cocktail Server, I worked for the following SBE lounges providing outstanding customer service, making the guest feel comfortable to enjoy and spend on the highest food and beverage quality the event offered through product knowledge of top shelf, premium and call liquor and wine, that resulted in High-Performance sales with the number one PPA in the company ranking system, for the following events at Colony (private event), My House (private event), My Studio (private event), Gladstone’s (New Year’s Eve & Private Events), Eden (Private Event), XIV (private event).
- SBE is a proven hospitality leader in Southern California with award winning restaurants, bars, lounges and hotels.
Server
Maggiano’s Little Italy
Los Angeles
01.2008 - 05.2011
- Company Overview: Family Style Restaurant located at The Grove Farmer’s Market.
- As a Server, I completed a two-week training process that gave multiple food and beverage tests.
- Provided guests with outstanding customer service, established an environment that encouraged an exceptional high level of team member morale, communicated with team members clearly and properly.
- High-Performance sales, knowledge of seasonal menu changes, weekly specials and wine-pairing menus, responsible for personal cash flow and used Micros and Delphi computer system.
- Family Style Restaurant located at The Grove Farmer’s Market.
Manager
Legend Billiards Bar/ Lounge
Wheaton
01.2007 - 01.2008
- Managed Bar with 20 Employees, with a daily customer volume between 100-200.
- Administrative responsibilities included (but, not limited to): Daily, weekly and monthly inventory of vendor orders; accounts receivable and accounts payable.
- Implemented an extensive training curriculum for all new hires on proper customer approach and safe work practices.
- Uphold a two-hour process of nightly audits and reconciling food product inventory as well as cash flow and bank deposits.
- Directed crew on a daily basis in order to maintain customer’s specifications were met.
- Hired, orientated, and trained new Employees, and applied disciplinary measures when necessary, up to and including termination.
- Resolved customer complaints and remedied mistakes made by staff.
- Uphold food and beverage safety standards, and maintained health department regulations via a constant focus on cleaning and product labeling in order to assure highest quality of taste as well as safety.
- Administrated new hire payroll and tax paperwork, as well as reconciled any timecard issues presented by employees.
- Created a weekly schedule for all employees and allocated vacation times/ time off requests and used Micros computer systems.
Sales Associate/ Sales Rep
Robinson’s May/Macy’s
North Hollywood
06.2005 - 01.2007
- Set and achieved the highest standards in retail execution.
- Communicated with team members regarding all department operations.
- Provided motivation and directions to the team to ensure that project goals, objectives and sales were achieved.
- Checked new merchandise and inventory.
- Being self directed and able to work on multiple projects at the same time.
Education
Los Angeles Valley College
CA09.2025
Montgomery College
Rockville, MD01.2007
Los Angeles Valley College
CA01.2006
High School Diploma -
North Hollywood High School
North Hollywood, CA01.2004
Skills
- Customer Service Excellence
- High-Performance Sales
- Strong Presentation Skills
- Small/Large Restaurant Experience
Certification
- Current CA Food Handler Certificate
- CA Driver License
Languages
- Fluent in English
- Fluent in Spanish
Timeline
Lead Server
Castaway Restaurant
09.2023 - Current
Lead Server
Gladstone’s Restaurant
05.2011 - 08.2024
Training Manager
Gladstone’s Restaurant
05.2011 - 08.2024
Cocktail Server – Bottle Service
SBE
05.2011 - 05.2014
Server
Maggiano’s Little Italy
01.2008 - 05.2011
Manager
Legend Billiards Bar/ Lounge
01.2007 - 01.2008
Sales Associate/ Sales Rep
Robinson’s May/Macy’s
06.2005 - 01.2007
Los Angeles Valley College
Montgomery College
Los Angeles Valley College
High School Diploma -
North Hollywood High School