Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Hi, I’m

Monique Skatzes

Magnolia
Monique Skatzes

Summary

Dynamic Front of House Manager with a proven track record at Pirates Paradise Grub and Grog, enhancing customer satisfaction and streamlining operations. Skilled in conflict resolution and staff management, I significantly improved service delivery and safety procedures. Expert in POS system operations and maintaining high health and safety standards, I led teams to exceed performance metrics by fostering a culture of continuous learning and engagement.

Overview

22
years of professional experience
4
Certification

Work History

Pirates Paradise Grub and Grog

Front of House Manager
10.2023 - Current

Job overview

  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Improved safety procedures to create safe working conditions for workers.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
  • Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

Gianna’s Italian Kitchen

Bar Manager
01.2006 - 09.2023

Job overview

  • Closed out cash register and prepared cashier report at close of business.
  • Oversaw maintenance tasks for the bar area, ensuring a clean and safe environment for patrons at all times.
  • Mentored and trained staff members to ensure exceptional customer service standards.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Maximized customer service by training staff, overseeing operations, and resolving issues.
  • Crafted special drink and cocktail menu items for seasonal offerings.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
  • Handled conflict resolution among staff members promptly and professionally, maintaining a positive work environment.
  • Introduced new cocktails to the menu based on market research that became popular choices amongst customers.
  • Streamlined inventory management for optimal stock levels and reduced waste.
  • Implemented drink prep procedures, significantly reducing wasted stock.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Boosted customer satisfaction by implementing innovative bar management strategies.
  • Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
  • Motivated staff to perform at peak efficiency and quality.
  • Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.

Hectors Bar

Bartender
01.2008 - 08.2010

Job overview

  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Contributed to a positive work environment through effective teamwork and communication with colleagues.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
  • Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Maintained extensive knowledge of cocktail recipes and preparation techniques, ensuring high-quality beverage menu.
  • Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.

Pasta Fresca Italian

Server
01.2003 - 01.2006

Job overview

  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.

Education

Profesional Career Development Institute
Houston TX

Diploma from Criminal Justice/ Investigator Program
09.2002

NHCC
Houston Tx

from Business
09.2000

Skills

  • Guest relations
  • Conflict resolution
  • Staff management
  • Hiring
  • Training and mentoring
  • Training and coaching
  • Food safety compliance
  • POS system operations
  • Complaint handling
  • Health and safety regulations
  • Restaurant operations
  • Employee scheduling
  • Time tracking
  • Health department inspections
  • Health code compliance
  • Reservation management
  • Staff supervision
  • Promotional events
  • Quality standards
  • Team oversight
  • Upselling strategies
  • Foreign language proficiency
  • Quality control
  • Team building
  • Wine pairing
  • Menu design
  • Point of sale systems
  • Floor management
  • Beverage program management
  • Money handling
  • Problem-solving
  • Calm and pleasant demeanor
  • Relationship building
  • Customer retention
  • Recruitment and hiring
  • Scheduling staff
  • Liquor law compliance
  • Menu pricing and writing
  • Scheduling
  • Sales promotion
  • ServSafe food manager
  • Catering services
  • Front of house management

Certification

Food handlers

TABC certificate

Food Management

Languages

Italian
Native or Bilingual
English
Full Professional
Spanish
Elementary

Timeline

Front of House Manager

Pirates Paradise Grub and Grog
10.2023 - Current

Bartender

Hectors Bar
01.2008 - 08.2010

Bar Manager

Gianna’s Italian Kitchen
01.2006 - 09.2023

Server

Pasta Fresca Italian
01.2003 - 01.2006

Profesional Career Development Institute

Diploma from Criminal Justice/ Investigator Program

NHCC

from Business

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Monique Skatzes