NICHOLAS HARDESTY
Las Vegas,NV
Summary
With over 20 years of experience in high-end customer relations, specializing in serving upmarket clientele in retail, hospitality, sales, and service industries. Skilled in communication and sales-focused customer service, committed to delivering exceptional end-user experiences through proactive problem-solving, empathetic de-escalation, and strategic sales tactics in demanding settings. Demonstrated track record of cultivating strong customer connections and consistently achieving exceptional satisfaction outcomes.
Overview
14
14
years of professional experience
Work History
Server and Event Host
Jackpot Bar & Grill
01.2023 - Current
- Managed restaurant cleanliness and security.
- Handled daily reports, cash register balancing and reconciliation, and paperwork organization.
- Executed setup and breakdown of Private Dining Room (PDR) for special events, contributing to team-based event hosting.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
Server Captain/Trainer
Masso Osteria
12.2018 - 05.2019
- Joined the opening team and led the serving staff.
- Helped set comprehensive steps of service, coordinating course timing with the kitchen, food runners, bussers, and expeditors to ensure a near-perfect guest experience.
- Presented Chef's Tasting Menus and expertly suggested wine pairings from a 300+ bottle list, leveraging 40 hours of in-house Italian wine region and certification training.
Server
Archi's Thai
01.2022 - 01.2023
- Routinely managed larger parties, demonstrating efficiency and trust.
- Implemented suggestive sales techniques, effectively assessing guest spice tolerance to personalize recommendations.
- Responsible for all Front of House (FOH) opening duties.
- Participated in staff meetings and training sessions.
- Ensured restaurant cleanliness and security.
- Managed daily reports, cash register balancing and reconciliation, and paperwork organization.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Client Retention and Sales
Cox Communications
01.2018 - 01.2020
- Operated in a high-volume call center environment.
- Focused on quickly determining customer needs and maximizing Monthly Recurring Rate (MRR) retention.
- Led the nation in customer satisfaction survey results for 18 months, achieving an annual average of over 85% against a department goal of 10%.
- Tasked with training new hires on strategies to increase positive customer survey outcomes, demonstrating leadership and collaboration.
- Successfully de-escalated irate customer calls, utilized probing questions, and found satisfactory service plans.
- Applied logic-based reasoning to identify optimal service levels and suggest solutions that saved the highest Monthly Recurring Charge (MRC) for customers.
- Tracked sales and losses meticulously to ensure proper goal attainment and accurate commission payouts.
Call Center Customer Service
FlowerShopping.com
01.2017 - 01.2018
- Answered inbound calls and assisted customers through the sales process.
- Managed the missed delivery department, proactively reaching out to customers to renegotiate product options due to missed dates (e.g., funerals).
- Successfully conveyed empathy and directed clients to appropriate, deliverable products, even in sensitive situations, ensuring customers felt heard and understood.
- Transferred data from proprietary systems into Excel spreadsheets.
- Utilized suggestive selling techniques and securely handled client information.
Maitre D'/Key Holder/Server
DW Bistro
01.2011 - 01.2016
- Provided excellent customer service to build strong, personal customer relationships, fostering loyalty within a popular local establishment.
- Presented daily chef specials and answered menu questions, making recommendations for food and drink pairings.
- Routinely a top performer in both daily sales and sales of chef's special dishes, demonstrating strategic selling.
- Interacted with and established relationships with new customers; ensured returning guests felt valued by personalizing interactions; managed proper usage of comps for guests.
- Ran daily reports, balanced and reconciled cash registers, and organized paperwork.
- Participated in staff meetings and training sessions.
- Ensured restaurant cleanliness and security.
- Maintained composure and effectiveness during high-pressure rushes and busy periods.
Education
Associate Degree - Accounting/Statistics
University of Phoenix
Las Vegas, NV01.2010
Tax Preparation Course -
H & R Block
Las Vegas, NV10.2009
Skills
- Proficient in Mac and PC platforms, Microsoft Word, Excel, PowerPoint
- Demonstrated expertise in effective communication, logic-based reasoning, working well under pressure, detail-oriented task management, and collaborative team building
- Skilled at prioritizing tasks simultaneously
- Teamwork and collaboration
- Food safety compliance
- Optimistic demeanor
- Commitment to continuous learning
Timeline
Server and Event Host
Jackpot Bar & Grill
01.2023 - Current
Server
Archi's Thai
01.2022 - 01.2023
Server Captain/Trainer
Masso Osteria
12.2018 - 05.2019
Client Retention and Sales
Cox Communications
01.2018 - 01.2020
Call Center Customer Service
FlowerShopping.com
01.2017 - 01.2018
Maitre D'/Key Holder/Server
DW Bistro
01.2011 - 01.2016
Associate Degree - Accounting/Statistics
University of Phoenix
Tax Preparation Course -
H & R Block
Similar Profiles
Robert Cook JrRobert Cook Jr
Regional Manger at Winchell's Pub and Grill /Jackpot JoaniesRegional Manger at Winchell's Pub and Grill /Jackpot Joanies
Kwanghee Joseph KimKwanghee Joseph Kim
Chef at Tomodachi 2.0 brunch cafe & Izakaya bar, Waterfront View modern grill & wine barChef at Tomodachi 2.0 brunch cafe & Izakaya bar, Waterfront View modern grill & wine bar
Jesicca PagulayanJesicca Pagulayan
Restaurant Supervisor at JVs Grill and Garden Resort (Bar and Grill)Restaurant Supervisor at JVs Grill and Garden Resort (Bar and Grill)
Ezekiel SalasEzekiel Salas
Access Control Technician at Bags To Go Enterprises-nevadaAccess Control Technician at Bags To Go Enterprises-nevada
Angela ThompsonAngela Thompson
Assistant Case Manager at Sana Assisted LivingAssistant Case Manager at Sana Assisted Living