Mathew Grace

• Deliver exceptional customer service in high-volume dining and entertainment environment.
• Promotion to Shift Lead, consisting of delegating facility tasks, having the independent responsibility of closing the venue, communicating with managers and higher-ups on venue efficiency, and maintaining a leadership role within venue operations, since 2023.
• Serve as a point of leadership for team members by resolving workplace conflicts, addressing operational challenges, and assisting with escalated guest concerns to ensure effective resolutions and maintain a positive guest experience.
• Built rapport with guests, anticipated needs, and focused on creating memorable experiences that encourage repeated business and customer loyalty.
• Managed table assignments to optimize workflow and enhance guest experience.
• Trained new team members on menu items and service protocols.
• Implemented upselling techniques to boost sales and improve customer satisfaction.
• Resolved customer complaints efficiently, enhancing overall guest retention rates.
• Assisted in event coordination, providing support for group bookings and special occasions.
• Supervised daily operations and ensured adherence to service standards.

• Served food and beverages promptly with focused attention to customer needs.
• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Maintained cleanliness of dining area, adhering to health and safety standards.

• Assisted in training new team members on operational procedures and customer service techniques.
• Collaborated with team members to streamline food preparation processes for efficiency.
• Prepared and cooked menu items while adhering to safety and quality standards.
• Facilitated collaboration among team members to optimize food preparation processes.

• Completed AP course in World History.
• Completed AP course in Human Geography.
• Completed AP course in Chemistry.
• Completed AP course in Environmental Science.
• Completed AP course in United States History.
• Certifications in the medical field such as CMAA, EKG technician, CPR, and Phlebotomy.

One semester at FSW State College while simultaneously employed at 2 different places.