Michelle Roberts
Saint Albans,NY
Summary
To be professionally associated with an esteemed organization to utilize, and provide excellent customer satisfaction while working towards achieving the goals of the organization. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Outlets Manager
TWA Hotel
11.2022 - Current
- Assist General Manager by overseeing guest experience, events, scheduling, weekly beverage & food orders, interviewing, orientations etc… completed, and adjusted to business needs.
- Manage all operations for TWA Hotel Pool & Bar, Sunken Lounge & Bar, Connie Constellation Plane & Bar and responsible for all VIP events being held in all locations on a daily basis.
- Attend daily meetings, and road call relaying important information with all staff.
- Excellent time management and dependability.
- Ability to manage and deescalate situations.
- Motivate and inspire all staff, while ensuring performance standards are met.
- Assist sales team with managing all aspects of events being held in outlets, whether it's conferences, proposals, weddings, birthdays, bar mitzvah etc.…
- Ensure all REO's are rung in with correct menu items, and pricing as per policy and procedures for every event.
- Solve guest's problems, and suggest alternatives if necessary
- Employee recognition and, relaying guest reviews, whether positive or negative
- Upsell all products, assist with creating cocktails, and services through event process.
- Strive to improve all areas of service at bars, and during events.
- Built talented and valuable team of departmental employees through outstanding mentoring, coaching and teaching skills.
- Promoted business strategy by implementing improvements based on guest feedback.
- Fostered positive work environment by promoting teamwork and recognizing employee achievements.
- Reduced shrinkage 75% by closely monitoring inventory and security procedures
Finance cage Manager
Resorts World Casino
08.2021 - 10.2021
- Manage all operations for Cashier Cages
- Ensure proper training, directing all Cage Cashiers and Main Bankers
- Ensure excellent Guest Service is illustrated throughout every guest transaction
- Evaluate shift schedules and adjust if needed
- In order to accommodate departmental needs
- Ensures accurate end of night accounting for all cashiers as well as main bank etc.….
Cashier/Food Server/Bartender/Stand-Lead/Arena Training Concourse Supervisor
Madison Square Garden
03.2013 - 08.2020
- Worked at MSG (World's Famous Arena) as Arena Training Concourse Supervisor
- Meet and greet all fans, while ensuring all staff is doing so as well
- Worked in extremely fast paced environment, with excellent multitasking skills
- Host private events
- Extensive knowledge of Concessions within the Food& Beverage area
- Manage large training quantities of Cashiers, Bartenders, and Stand-Leads when hired by MSG
- Ensure all New hires are aware of all policies and procedures, which includes alcohol policies, as well as time and attendance etc..
- Walk through all six locations which includes Craft Garden Pub (6 Cashiers/Training Bartenders/1 Stand-Lead), Draft Kings Bar (6 Permanent Bartenders/4 Training Bartenders/2 Stand-Leads), Garden Market (6 Cashiers/12 Training Cashiers/4+ Food helpers/2 Stand Leads), Bar Garden (3 Permanent Bartenders/1 Stand-Lead), as well as Vending wagon and Popcorn Location
- Managed all areas efficiently, by ensuring all sales are accounted for, all monthly inventories are completed, employee's money bags are submitted at end of every event, Stand-Lead's paperwork is in corrected order prior to submission, and all new-hires evaluations are submitted to Human resources upon completion
- Created training manuals for all Stand-Leads, Cashiers and Bartenders
- Ensure all Stand-Leads are following all D.O.H standards during every event and all staff is informed of the policies and procedures at their daily road-calls 15min prior to doors for scheduled event
- Held daily Stand-lead meeting with all leads to ensure everyone obtain the correct event notes, and informed them of any changes for upcoming events etc.…
Cafeteria Associate
Memorial Sloan-Kettering Cancer Center
03.2010 - 11.2012
Education
Certified in Bartending, Mixology & CARE -
American Bartending School
Certified Medical Assistant -
The Allen School
Certified Cosmetologist -
Arrojo Cosmetology School
04.2021
High School Diploma -
Jamaica High School
Jamaica, NY08.2006
Skills
- Leadership
- Public Speaking
- Oral and Written Communication
- Goal Setting/Evaluations
- Schedule Management
- Recruitment
- TOAST/LIGHTSPEED POS knowledge
- Performance Improvements
- Training Management
- Inventory Tracking and Management
- Teamwork and Collaboration
Internship
Astramed Physicians, St. Albans, NY, 10/07, 06/08, Certified Medical Assistant, Work at a private clinic during my internship under the ownership of Dr. Kevin Lowe. Front desk, patient triage and receptionist's duties. Clinical skills included performing phlebotomy, electrocardiogram (EKG), vital signs and pregnancy testing. Administrative duties included filing, faxing, photocopying, charting, insurance verification, appointment scheduling and referrals.
References
Furnished upon Request.
Certification
- Department of Mental Health & Hygiene Food Protection Training- 3/14
- ServSafe
- Discrimination & Diversity Training - 03/23
- Food Allergy Training- 01/23
- Sexual Harassment Training-01/23
- OSHA 7 Training- 11/23
- Leadership & Development Training-6/17
- DISC Training-6/19
Timeline
Outlets Manager
TWA Hotel
11.2022 - Current
Finance cage Manager
Resorts World Casino
08.2021 - 10.2021
Cashier/Food Server/Bartender/Stand-Lead/Arena Training Concourse Supervisor
Madison Square Garden
03.2013 - 08.2020
Cafeteria Associate
Memorial Sloan-Kettering Cancer Center
03.2010 - 11.2012
Certified in Bartending, Mixology & CARE -
American Bartending School
Certified Medical Assistant -
The Allen School
Certified Cosmetologist -
Arrojo Cosmetology School
High School Diploma -
Jamaica High School
- Department of Mental Health & Hygiene Food Protection Training- 3/14
- ServSafe
- Discrimination & Diversity Training - 03/23
- Food Allergy Training- 01/23
- Sexual Harassment Training-01/23
- OSHA 7 Training- 11/23
- Leadership & Development Training-6/17
- DISC Training-6/19
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