Summary
Work History
Education
Skills
Timeline
Generic

MICHELE IZZO

St. Cloud,FL

Summary

Goal-driven Service Manager offering over 5 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Work History

Service Manager

Darden
Orlando, FL
02.2023 - Current
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Collaborated with customers to offer solutions to service needs.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Created employee work schedules to keep shifts properly staffed.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Motivated and supported employees to maintain low turnover.
  • Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Assigned work and monitored performance of project personnel.

Restaurant Manager

Red Lobster Resteraunts
Kissimmee, FL
01/17/98 - 02.2023
  • Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
  • Prepared employee schedules to maintain appropriate staffing levels during peak periods.
  • Scheduled and directed staff in daily work assignments to maximize productivity.
  • Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
  • Optimized profits by controlling food, beverage and labor costs.
  • Resolved and investigated complaints regarding service, food quality and accommodations.
  • Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
  • Directed and coordinated restaurant activities to obtain optimum customer service and strong employee development.
  • Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
  • Maintained safe working and guest environment to reduce risk of injury and accidents.
  • Updated computer systems with new pricing and daily food specials.
  • Counseled and disciplined staff to address issues promptly and provide constructive feedback.
  • Created detailed reports on weekly and monthly revenues and expenses.
  • Trained new employees to perform duties.
  • Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
  • Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
  • Worked in close collaboration with team members to ensure customers received high-quality service.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Resolved problems or concerns to satisfaction of involved parties.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
  • Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
  • Oversaw food preparation, production and presentation according to quality standards.
  • Delegated work to staff, setting priorities and goals.
  • Supervised activities of dining room staff to maintain service levels and support guest needs.
  • Inspected dining and serving areas for cleanliness and proper setup.
  • Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.

Education

Some College (No Degree) - Hospitality Administration And Management

Valencia College
Orlando, FL

Skills

  • Staff Supervision
  • Coaching and Mentorship
  • Analytical Thinking
  • Conflict Resolution
  • Quality Control
  • Service Quality Management
  • Regulatory Compliance
  • Trustworthy and Honest
  • Upselling
  • Task Delegation
  • Policy and Procedure Enforcement
  • Reliable and Responsible

Timeline

Service Manager

Darden
02.2023 - Current

Restaurant Manager

Red Lobster Resteraunts
01/17/98 - 02.2023

Some College (No Degree) - Hospitality Administration And Management

Valencia College

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MICHELE IZZO