Michael Walton
Box Elder,SD
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Personable Customer Service Supervisor with background of effective leadership and excellent customer service. Facilitates effective departmental communication and coordination to drive productivity and customer satisfaction ratings. Dependable Customer Service Supervisor proficient in team and operational leadership. Enthusiastic about supporting business success. Love working with people on every level.
Overview
33
33
years of professional experience
Work History
Bartender
Robbinsdale Lounge
Rapid City, SD
07.2021 - Current
- 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.
- Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Managed cash and bar revenue during special promotions or sporting events.
- Orchestrated numerous private parties, business meetings and formal engagements.
- Recruited and trained new bartenders and barbacks to help maintain talented team
- Served high customer volumes during special events, nights and weekends
- Taught employees bar sales techniques, resulting in higher profits
- Trained fifteen new bartenders on drink preparation, product promotion, garnish preparation and sanitation protocol
- Obtained cash bank and stocked service bar to prepare for operation
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory
- Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors
Assistant Manager
Olive Garden Restaurant
Rapid City, South Dakota
04.2018 - 05.2021
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Increased sales by driving operational efficiencies and building excellent customer rapport.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
- Managed a restaurant of 100 employees and taken care of 5500 guests per week.
High School Track Coach
Douglas High School
Box Elder, SD
03.2006 - 05.2019
- Increased player strength, agility and game skills through successful practices.
- Promoted proper stretching, warmups and conditioning exercises to prevent sports injuries.
- Trained athletes in proper use of equipment for safety and maximum results.
- Developed game plans and adjusted to meet various meet situations.
- Educated players on nutrition and positive life choices for better health and performance.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
- Ran workouts for the last 6 years that I was coaching for the head coaches.
Server
Olive Garden Restaurant
Rapid City, SD
11.2015 - 04.2018
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Checked identification for minimum age for sale of alcoholic beverages.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers
- Cultivated warm relationships with regular customers
- Worked with POS system to place orders, manage bills and handle complimentary items
- Explained menu items and suggested appropriate options for food allergy concerns
Area Manager
Pizza Hut
Rapid City, South Dakota
01.2012 - 05.2015
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Resolved conflicts promptly to promote positive environment for customers.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Transformed underperforming teams into productive, profitable teams.
- Supervised nine location managers and managed nine delivery and dine-in assets, maintaining contractual, compliance and reporting requirements for all areas and assets.
- Directed workforce planning, customer retention and customer service management for multiple locations.
- Brought in exceptional candidates to boost team productivity and operational efficiency.
- Evaluated production levels, quality standards and maintenance actions to identify and address operational problems and maintain targets.
- Oversaw routine maintenance programs and scheduled service to keep equipment functioning at peak levels.
- Collaborated with technical and administrative teams to develop and implement successful corrective plans.
- Increased profits through effective sales training, troubleshooting P&L areas and training new managers on web-based collecting system and key sales tactics.
- Maximized resource utilization and achieved production targets by managing day-to-day usage of department resources.
- Oversaw budget planning, strategy development, community outreach for organization.
- Drove revenues and team morale by developing and deploying sales contests.
Restaurant Manager
Pizza Hut
Rapid City, South Dakota
01.2002 - 01.2012
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Carefully interviewed, selected, trained and supervised staff.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Led and directed team members on effective methods, operations and procedures.
- Correctly calculated inventory and ordered appropriate supplies.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
- Developed, implemented and managed business plans to promote profitable food and beverage sales.
- Purchased adequate quantities of food, beverages, equipment and supplies.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Created fun team building activities to engage staff in up-selling to meet revenue targets.
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.
- Prepared for and executed new menu implementations.
- Organized receptions, promotions and corporate luncheons.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Managed lthirty-five to to forty person team of cooks and back of house staff, servers and drivers for RBD restaurant.
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
- Controlled purchases and inventory by negotiating prices and contracts with over twenty vendors.
- Achieved highest employee retention rate in region.
Skills
- Liquor, Beer and Wine Knowledge
- Monitoring Alcohol Consumption
- Classic Cocktails
- Preparing Garnishes
- Age Identification and Compliance
- Cash Handling and Management
- Guest Satisfaction
- Patron Experiences
Timeline
Bartender
Robbinsdale Lounge
07.2021 - Current
Assistant Manager
Olive Garden Restaurant
04.2018 - 05.2021
Server
Olive Garden Restaurant
11.2015 - 04.2018
Area Manager
Pizza Hut
01.2012 - 05.2015
High School Track Coach
Douglas High School
03.2006 - 05.2019
Restaurant Manager
Pizza Hut
01.2002 - 01.2012