Michael Highland
La Quinta,CA
Summary
Well-rounded Bartender committed to providing guests with genuine hospitality and delivering exceptional services in bar area. Talented and skilled multitasker comfortable juggling competing priorities. Polished in concocting specialty cocktails and adding inspiration to new menus. Hardworking Account Manager with 10 years of experience working directly with clients to service accounts. Expert at communication and applying targeted salesmanship techniques to achieve sales goals. Successful at increasing revenue with new accounts while maintaining relationships with existing ones. Professional Service Supervisor adept at recruiting, interviewing and training new employees. Ambitious and ethical with outstanding organizational, communication and time management skills. Committed to developing a dynamic work area where each team member feels appreciated and valued. Specialties in customer service and member apprecioation.
Overview
22
22
years of professional experience
1
1
Certificate
Work History
Outside Services
PGA West
La Quinta, CA
2023.07 - 2024.02
- Assisted golf club members by carrying clubs from range to cart and setting stations with required balls.
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
- Set up promotional displays and equipment for special events and activities.
- Greeted customers and listened closely to problems described to determine solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Bartender
Trilogy
Indio, CA
05.2023 - 02.2024
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Kept bar presentable and well-stocked to meet customer needs.
- Developed new signature cocktails to support bar marketing brand and increase profits.
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Created attractive bar displays by strategically arranging bottles and glasses.
- Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
- Prepared garnishes by evenly slicing and pitting fruits.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Practiced safe work habits, wearing protective equipment and consistently following MSDS and OSHA standards.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Developed creative bar menus and drink recipes by researching emerging industry trends.
- Built relationships with vendors to manage orders and negotiate costs.
Pinz N Pints/Fireside
The Westin Rancho Mirage
Rancho Mirage, CA
03.2022 - 08.2023
- Greeted customers and provided excellent customer service.
- Prepared alcoholic and non-alcoholic beverages according to recipe standards.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Provided drink suggestions to customers based on their preferences.
- Processed payments accurately and efficiently with POS system.
- Kept track of all orders made by customers and communicated them promptly to kitchen staff.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Cleansed glasses with sanitizing solution after each use.
- Resolved customer complaints in a professional manner.
- Performed opening and closing duties including restocking supplies.
- Adhered to state regulations regarding serving alcohol responsibly.
- Checked identification cards for proof of age prior to serving alcohol beverages.
- Trained new bartenders on drink preparation and upselling techniques.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Upsold customers from shelf to premium brands to help boost sales.
- Planned and coordinated special events to boost customer numbers and profits.
- Interacted pleasantly with clients and guests when performing daily duties.
- Effectively multitasked within fast-paced environment.
- Welcomed and thanked guests to demonstrate appreciation for patronage.
Bartender
Omni Rancho Las Palmas Resort
Rancho Mirage, CA
09.2021 - 05.2022
- Kept bar presentable and well-stocked to meet customer needs.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Set up bar for operation, obtained cash bank and stocked service bar.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Upsold daily specials and beverage promotions to exceed daily sales goals.
Account Manager/Ops. Manager Task Force Valet
Townepark JW MArriott
Palm Desert, CA
01.2009 - 06.2021
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Oversaw new business development and customer servicing.
- Liaised between account holders and various departments.
- Listened attentively to client feedback and worked with product development team to introduce new services.
Golf Bag Manager
La Costa Resort & Spa
Carlsbad, CA
04.2006 - 04.2008
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Bell Captain
La Costa Resort & Spa
Carlsbad, CA
01.2004 - 04.2006
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Responded immediately to any guest requests or concerns and promptly resolved issues.
- Explained important features of guest rooms to travelers.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums and concerts.
- Escorted guests to assigned rooms and transported luggage.
- Delivered newspapers, mail, packages, faxes, and check-out invoices to guest rooms.
- Carried out day-day-day duties accurately and efficiently.
Golf Cart Manager
Aliso Viejo Country Club
Aliso Viejo, CA
01.2002 - 01.2004
- Gathered and consolidated carts, freeing up additional cart return spaces.
- Collected carts left in parking areas and returned to retail stores.
- Collected empty carts from grocery patrons and returned to store to keep parking lot clear of obstacles.
- Cleared parking lot of litter and foreign debris.
- Helped with bagging customers' items and carrying oversized or overweight items to customer vehicles.
- Assisted golf club members by carrying clubs from range to cart and setting stations with required balls.
- Organized and arranged golfers' tee times to keep course activities running smoothly.
Education
Associate of Arts - Business Management
Saddleback College
Mission Viejo, CA05.2003
High School Diploma -
San Clemente High School
San Clemente, CA06.2000
No Degree - Spanish 6 Conversational Spanish
Cuernavaca School For Spanish
Cuernavaca, MexicoSkills
- Liquor, Beer and Wine Knowledge
- Preparing Garnishes
- Supply and Inventory Maintenance
- Outstanding Customer Service
- Anticipating Guest Needs
- Ordering Bar Supplies
- Teamwork and Professionalism
- Forecast Preparation
- Hospitality and Guest Service
- TIPS Certified
- Professional Service Standards
- Mixology Techniques
- Self-Motivated
- Self-Directed
- Time Management
- Customer Service
- Customer Relations
- Friendly, Positive Attitude
- Conflict Resolution
- Relationship Building
- Team Management
- Problem Solving
Certification
Tips Certified
Food Handlers Card
Timeline
Outside Services
PGA West
2023.07 - 2024.02
Bartender
Trilogy
05.2023 - 02.2024
Pinz N Pints/Fireside
The Westin Rancho Mirage
03.2022 - 08.2023
Bartender
Omni Rancho Las Palmas Resort
09.2021 - 05.2022
Account Manager/Ops. Manager Task Force Valet
Townepark JW MArriott
01.2009 - 06.2021
Golf Bag Manager
La Costa Resort & Spa
04.2006 - 04.2008
Bell Captain
La Costa Resort & Spa
01.2004 - 04.2006
Golf Cart Manager
Aliso Viejo Country Club
01.2002 - 01.2004
Associate of Arts - Business Management
Saddleback College
High School Diploma -
San Clemente High School
No Degree - Spanish 6 Conversational Spanish
Cuernavaca School For Spanish
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