Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Michael Cosgrove

Chesapeake,VA

Summary

Proven leader and problem-solver, adept at enhancing service quality and resolving customer issues, leading to increased loyalty at Luce Secondo. Skilled in team leadership and multitasking, I excel in training staff and optimizing operational efficiency. My approach has significantly contributed to achieving and surpassing service goals, fostering a positive and results-driven work environment.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Maitre'd/ Service Manager

Luce Secondo
04.2022 - 07.2024
  • Resolved customer complaints in professional and timely manner.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet service goals.
  • Supervised all areas of restaurant to keep it clean and well-maintained.
  • Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
  • Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.

Bartender/Shift Supervisor

PHR/Gold Key
07.2020 - 04.2022
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
  • Promoted a positive work atmosphere through clear communication, teamwork encouragement, and recognition of employee achievements.
  • Successfully resolved customer complaints, demonstrating strong conflict resolution skills and commitment to client satisfaction.
  • Consistently maintained a clean and organized bar area, ensuring compliance with health and safety regulations.
  • Established rapport with regular patrons through attentive service, fostering loyalty to the establishment.

Head Waiter

The Butcher's Son
10.2015 - 06.2018
  • Developed strong rapport with returning guests, leading to increased customer loyalty and positive reviews.
  • Trained staff members on use of POS system.
  • Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
  • Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
  • Utilized knowledge of menu offerings to upsell specials and premium dishes, contributing positively to the restaurant''s overall revenue.

Education

High School Diploma -

Great Bridge High School
Chesapeake, VA
06.1999

Skills

  • Positive Attitude
  • Team Leadership
  • Multitasking and Organization
  • Problem-Solving
  • Employee Training and Development
  • New Employee Hiring
  • Service Quality Management

Accomplishments

Named Gold overall winner in the Coastal Virginia magazine awards for both Best Fine Dining and Best Service/Waitstaff catagories 2024.

Certification

Master Court of Sommeliers Level 1 Sommelier - April 2023

Timeline

Maitre'd/ Service Manager

Luce Secondo
04.2022 - 07.2024

Bartender/Shift Supervisor

PHR/Gold Key
07.2020 - 04.2022

Head Waiter

The Butcher's Son
10.2015 - 06.2018

High School Diploma -

Great Bridge High School

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Michael Cosgrove