MICHELLE MONTALVO
Douglas,US
Summary
Positive, hardworking leader trying to obtain a challenging full-time position to utilize my excellent interpersonal skills, organizational aptitude and commitment to efficiency in a professional environment. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
Front House Manager
Niche Hospitality Group
Worcester, Massachusetts
03.2016 - 11.2024
- Assess staffing needs, and recruit staff using methods such as newspaper advertisements or attendance at job fairs
- Record the number, type, and cost of items sold to determine which items may be unpopular or less profitable
- Estimate food, liquor, wine, and other beverage consumption to anticipate amounts to be purchased or requisitioned
- Keep records required by government agencies regarding sanitation, and food subsidies when appropriate
- Plan menus and food utilization based on anticipated number of guests, nutritional value, palatability, popularity, and costs
- Monitor employee and patron activities to ensure liquor regulations are obeyed
- Schedule staff hours and assign duties
- Investigate and resolve complaints regarding food quality, service, or accommodations
- Analyzed customer feedback data to develop action plans for improving services offered.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
Server Hostess
Niche Hospitality Group
Worcester, Massachusetts
12.2014 - 02.2016
- Greet guests and seat them at tables or in waiting areas
- Speak with patrons to ensure satisfaction with food and service, to respond to complaints, or to make conversation
- Take and prepare to-go orders
- Prepare cash receipts after establishments close, and make bank deposits
- Answer telephone calls and respond to inquiries or transfer calls
- Provide guests with menus
- Inform patrons of establishment specialties and features
- Receive and record patrons' dining reservations.
Customer Service
Fallon Health Plan
Worcester, Massachusetts
05.2014 - 12.2014
- Underwent a training program which educated me on all lines of business (e.g. Medicare, Medicaid, Commercial lines including but not limited to: direct care, select care PPO plans)
- Assisted customers with inquiries about health insurance policies and coverage options.
- Provided guidance to customers regarding eligibility criteria for various health plans.
- Maintained accurate records of customer interactions, including policy details and payment history.
- Resolved customer complaints or escalated them as necessary in a timely manner.
- Maintained extensive documentation in an organized manner for every call
- Provided extensive training to new Customer Service Representatives on multiple lines of business
- Successfully answered 60-70 customers inquires via telephone per shift
Server/Hostess
Beechwood Hotel
Worcester, Massachusetts
05.2008 - 05.2014
- Check patrons' identification to ensure that they meet minimum age requirements for consumption of alcoholic beverages
- Collect payments from customers
- Roll silverware, set up food stations or set up dining areas to prepare for the next shift or for large parties
- Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff
- Take orders from patrons for food or beverages
- Serve food or beverages to patrons, and prepare or serve specialty dishes at tables as required
- Perform cleaning duties, such as sweeping and mopping floors, vacuuming carpet, tidying up server station, taking out trash, or checking and cleaning bathroom
- Bring wine selections to tables with appropriate glasses, and pour the wines for customers
- Perform food preparation duties such as preparing salads, appetizers, and cold dishes, portioning desserts, and brewing coffee
- Remove dishes and glasses from tables or counters, take them to kitchen for cleaning
- Assist host or hostess by answering phones to take reservations or to-go orders, and by greeting, seating, and thanking guests
- Check with customers to ensure that they are enjoying their meals and take action to correct any problems
- Prepare checks that itemize and total meal costs and sales taxes.
Education
Resturant Professional Once -
Quinsigamond Community College
07.2020
Certificate is Apprenticeship -
Quinsigamond Community College
07.2020
Skills
- Excel
- POS system
- Customer Service
- Fluent in Italian
- Microsoft Word
- Microsoft Outlook
- PowerPoint
Timeline
Front House Manager
Niche Hospitality Group
03.2016 - 11.2024
Server Hostess
Niche Hospitality Group
12.2014 - 02.2016
Customer Service
Fallon Health Plan
05.2014 - 12.2014
Server/Hostess
Beechwood Hotel
05.2008 - 05.2014
Resturant Professional Once -
Quinsigamond Community College
Certificate is Apprenticeship -
Quinsigamond Community College
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