Page Ponce
Roselle,IL
Summary
Proven leader in hospitality and event management, notably at Bowlero, where I enhanced client satisfaction and streamlined operations. Expert in multitasking and exceptional communication, I led teams to exceed customer expectations, significantly improving service delivery and operational efficiency. Skilled in inventory control and fostering team development, my approach consistently achieves outstanding results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Guest Service Expert
Schaumburg Renaissance Convention Center
01.2024 - Current
- Promoted a positive work environment, fostering teamwork through regular communication and recognition of outstanding performances.
- Cultivated warm relationships with regular customers.
- Handled table service and other dining room tasks to address shortfalls due to unexpected absences or unusual service volumes.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Addressed and resolved customer conflicts with managed waitstaff, verifying satisfactory outcomes for involved parties.
Lead Bartender
Bowlero
12.2022 - 01.2024
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
- Resolved customer complaints promptly and professionally, preserving positive relationships between the business and its clientele.
- Enhanced customer satisfaction by providing exceptional service and crafting high-quality beverages.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Assisted event coordinators in the seamless execution of events by efficiently setting up and breaking down venues.
- Supported team members during high-pressure situations by anticipating needs and offering assistance as needed, resulting in smoother event operations overall.
- Worked closely with fellow servers to coordinate efforts during busy periods, promoting teamwork and efficient service.
Front of House Manager
Buttermilk
04.2022 - 12.2022
- Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
- Resolved guests complaints while maintaining positive customer environment.
- Mentored new team members on restaurant policies, procedures, and best practices to ensure consistent guest experiences across shifts.
- Improved table turnover rates with efficient seating procedures and timely clearing of tables after guests'' departures.
- Coordinated special events including private parties, catering orders, and community outreach programs to expand the restaurant''s presence within its local market area.
- Managed financial aspects such as budgeting, payroll processing, and cash handling procedures to ensure accurate accounting practices.
- Increased employee productivity through effective scheduling, training, and performance evaluations for all front of house staff.
Operations Manager
Bowlero
03.2021 - 05.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed budgets and negotiated contracts with vendors, ensuring cost-effective event execution.
- Streamlined event planning processes by implementing efficient project management strategies.
- Implemented innovative event themes and designs to create memorable experiences for attendees.
Operations Manager
Bowlero
11.2019 - 04.2020
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Stayed up-to-date on industry trends and advancements in bowling technology to ensure the center remained competitive within the market.
- Developed partnerships with local businesses for cross-promotional opportunities, boosting both brand awareness and customer base growth.
- Streamlined event planning processes by implementing efficient project management strategies.
- Increased client satisfaction by consistently delivering well-executed events within budget constraints.
- Coordinated with sales and marketing teams to publicize and promote events.
- Supervised a team of event staff, providing guidance and direction to ensure high levels of performance and customer satisfaction.
Event Manager/Operations Manager
Bowlero
06.2016 - 11.2019
- Streamlined event planning processes by implementing efficient project management strategies.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Increased client satisfaction by consistently delivering well-executed events within budget constraints.
- Oversaw logistics for multi-day events, including accommodations, transportation, and scheduling.
- Evaluated staff performance regularly, providing constructive feedback for improvement when necessary.
- Reviewed financial reports frequently to identify opportunities for cost reduction or revenue growth.
- Developed partnerships with local schools and organizations by offering discounted rates for group events, increasing exposure within the community.
- Assisted in budget preparation, monitoring expenses to maintain financial goals.
- Implemented staff training programs, improving overall team performance and customer service skills.
- Increased league participation by creating engaging and competitive tournaments.
Lead Server
TGI Fridays
09.2009 - 05.2015
- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
- Cultivated warm relationships with regular customers.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Implemented upselling techniques to boost average check size while still prioritizing guest satisfaction.
- Mentored new servers, sharing best practices for exceptional service and fostering a positive work environment.
- Collaborated with managers on employee scheduling needs, helping maintain optimal coverage during peak hours without sacrificing quality of service.
- Inspected FOH stock to identify shortages, replenish supply and maintain consistent inventory.
Cafe Manager
Market Cafe
06.2006 - 02.2009
- Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas.
- Delivered excellent customer service experiences by addressing concerns promptly and professionally.
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
- Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
- Managed financial responsibilities effectively, including budgeting, forecasting, and cash handling procedures.
- Enhanced team productivity through effective scheduling, task delegation, and performance evaluations.
- Maximized profitability through cost control measures, including mindful purchasing decisions and labor management.
Education
High School Diploma -
Seneca Valley High School
Harmony, PA06.2008
Skills
- Multitasking proficiency
- Exceptional communication
- Cash handling expertise
- Customer Service
- Team Leadership
- Staff Management
- Staff Development
- Schedule Preparation
- Food service knowledge
- Operations Oversight
- Inventory control and record keeping
- Customer Engagement
Timeline
Guest Service Expert
Schaumburg Renaissance Convention Center
01.2024 - Current
Lead Bartender
Bowlero
12.2022 - 01.2024
Front of House Manager
Buttermilk
04.2022 - 12.2022
Operations Manager
Bowlero
03.2021 - 05.2022
Operations Manager
Bowlero
11.2019 - 04.2020
Event Manager/Operations Manager
Bowlero
06.2016 - 11.2019
Lead Server
TGI Fridays
09.2009 - 05.2015
Cafe Manager
Market Cafe
06.2006 - 02.2009
High School Diploma -
Seneca Valley High School
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