Natalie A Zervos
Gulf Shores,AL
Summary
Dynamic FOH Manager at Hangout Gulf Shores with a proven track record in employee training and budget management. Expert in conflict resolution and enhancing guest relations, I successfully implemented customer service standards that elevated satisfaction levels, resulting in consistent positive feedback. Skilled in staff scheduling, I optimized labor costs while fostering a collaborative team environment.
Overview
2
2
years of professional experience
Work History
FOH Manager
Hangout Gulf Shores
Gulf Shores, AL
05.2024 - 05.2025
- Monitored employee performance to ensure compliance with company standards.
- Provided guidance and support to FOH personnel when dealing with difficult customers or situations.
- Ensured all necessary documents were completed accurately such as accident reports or time sheets.
- Resolved customer complaints in a professional manner while maintaining brand integrity.
- Assigned tasks to FOH staff members according to their abilities and experience levels.
- Developed and implemented customer service standards to ensure consistent quality of service.
- Trained new staff on proper customer service techniques, policies and procedures.
- Scheduled shifts for FOH staff based on store traffic forecasts and labor budget requirements.
- Created weekly schedules for FOH staff that optimized efficiency while meeting labor cost goals.
- Encouraged team collaboration among front-of-house employees in order to create an enjoyable work environment.
- Interviewed, hired and trained new employees.
- Handled guest complaints quickly to maintain positive dining experience for patrons.
- Managed day-to-day restaurant operations with focus on quality and meeting customer expectations.
- Built strong, respectful employee relationships to drive employee satisfaction in high turnover industry.
- Directed front of house operations to deliver positive guest experiences through friendly service and attention to guest needs.
- Coached and developed team members to support employee growth and development.
- Handled complaints, settled disputes and resolved customer conflicts.
- Delivered high level of quality service to each patron, resulting in consistent, positive feedback from guests.
- Improved customer service by setting expectations and coaching employees on proper service etiquette.
- Upheld operating procedures and safety standards to maximize guest satisfaction.
- Controlled and maintained labor costs through careful scheduling.
- Enhanced ambiance and customer experience through strategic layout and design changes in front of house areas.
- Implemented policies and procedures to enhance efficiency and improve customer experience.
- Monitored and evaluated staff performance, providing regular feedback and coaching.
- Oversaw scheduling and staffing, maintaining optimal levels for peak and off-peak hours.
- Managed daily operations, ensuring smooth front of house service and customer satisfaction.
- Analyzed sales data to identify trends and make informed decisions on front of house operations.
- Maintained cleanliness and organization in all front of house areas to uphold brand standards.
- Trained front of house staff in customer service excellence and operational procedures.
- Handled customer complaints and feedback, ensuring issues were resolved promptly.
- Oversaw employee recruiting, hiring, performance management and discipline.
- Prepared and managed the front of house budget, optimizing expenses to increase profitability.
- Assigned work tasks and activities, prepared schedules and managed staffing.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Inspected dining and serving areas for cleanliness and proper setup.
- Trained new employees to perform duties.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Delegated work to staff, setting priorities and goals.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Assisted staff by serving food and beverages or bussing tables.
Lead Host
Hangout Gulf Shores
Gulf Shores, AL
09.2023 - 05.2024
- Resolved customer complaints in a timely and efficient manner.
- Provided excellent customer service by anticipating guest needs before they arise.
- Demonstrated strong organizational skills when handling multiple tasks simultaneously.
- Coordinated with wait staff to ensure smooth service operations.
- Greeted and welcomed guests in a friendly, professional manner.
- Created a welcoming atmosphere by engaging customers in conversation throughout their visit.
- Trained new hosts on company policies, procedures, and customer service standards.
- Maintained an up-to-date knowledge of menu items including ingredients, preparation methods, and presentation standards.
- Assisted in other areas of the restaurant as necessary such as bussing tables or helping out in the kitchen.
- Encouraged team members to provide excellent customer service during their shifts.
- Provided friendly customer service by answering questions and responding to requests in a timely manner.
- Managed reservations for large groups or special events while accommodating any special requests they may have had.
- Monitored restaurant occupancy and adjusted seating as needed.
- Resolved customer complaints quickly and efficiently while maintaining professional demeanor at all times.
- Greeted guests upon arrival and provided them with menus.
- Assigned tables to guests, ensuring a pleasant dining experience.
- Performed opening and closing duties such as setting up the dining area and restocking supplies as needed.
- Accommodated guests with children and special needs to promote comfortable dining experience.
- Offered seating and other special accommodations to customers according to preferences and dining area volume.
- Performed walk-throughs during service to monitor guest satisfaction and advise serving and bussing staff of specific guest needs.
- Greeted incoming guests to escort to assigned dining area and present menus.
- Answered phones promptly to record and confirm reservations.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Stayed attentive to server availability and table turnover to quickly seat guests.
- Managed guest expectations by relaying information regarding hours, wait times, and specials.
- Checked dining and serving areas to verify proper cleanliness and readiness for guests.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Took beverage orders and served drinks during peak meal times.
- Greeted guests and gathered information to seat groups or place on waitlist.
- Built positive relationships with other front-of-house and kitchen staff.
- Helped restaurant staff set up small and large events to coordinate smooth execution.
- Answered telephone to provide dining information and take reservations.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Tracked seated guests and available seating using computer-based and mobile reservation software.
- Monitored dining area to assess server capacity and estimate wait times.
- Collected reservation information and communicated updates to guests via mobile device or in-person.
- Resolved customer service and food-related issues to maintain guest satisfaction.
- Communicated with servers about new tables, changes in food availability and customer comments.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele.
- Developed long-term relationships with customers to increase opportunities for repeat business.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Received and recorded patrons' dining reservations.
- Distributed menus to guests, led to tables and gave initial information about service staff or specials.
- Maintained contact with kitchen and serving staff to properly handle dining details and address concerns.
- Assisted staff by serving food and beverages or bussing tables.
- Assigned patrons to suitable tables according to server rotation.
- Spoke with patrons to drive satisfaction with food and service.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Directed patrons to lounges and waiting areas.
- Coordinated dining room staff workflow to foster prompt and courteous service.
Education
High School Diploma -
John Glenn
Michigan05-1968
Skills
- Employee training
- Customer service
- Budget management
- Staff scheduling
- Operational efficiency
- Conflict resolution
- Guest relations
- Problem resolution
- Time management
- Staff recruitment
- Complaint handling
- Reservation handling
- Scheduling staff
- Health code enforcement
- Training and mentoring
- Customer service delivery
- Team building
Timeline
FOH Manager
Hangout Gulf Shores
05.2024 - 05.2025
Lead Host
Hangout Gulf Shores
09.2023 - 05.2024
High School Diploma -
John Glenn