Paula Coan
Council Bluffs
Summary
Dynamic Banquet Captain with proven success at Hilton Omaha, excelling in team management and guest relations. Enhanced service efficiency through innovative training and streamlined operations, resulting in increased client satisfaction and repeat business. Skilled in food safety and committed to fostering a collaborative environment that drives exceptional event experiences.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Banquet Captain
Hilton Omaha
01.2022 - Current
- Supervised banquet staff to ensure exceptional service delivery and guest satisfaction.
- Coordinated event logistics, including setup, service flow, and breakdown procedures.
- Trained new team members on service standards and operational protocols.
- Managed inventory and supplies for events, ensuring timely availability of resources.
- Collaborated with culinary team to execute menu items according to client specifications.
- Resolved guest inquiries and concerns promptly to maintain a positive event experience.
- Implemented process improvements that enhanced service efficiency during high-volume events.
- Ensured timely preparation of function spaces according to client specifications, providing them a hassle-free experience on their special day.
- Maintained clear communication channels between all departments involved in banquets, contributing to successful event outcomes.
- Evaluated employee performance routinely through constructive feedback which contributed towards professional growth and development.
- Handled client inquiries promptly and professionally, fostering excellent rapport and driving repeat business.
- Maintained accurate records of event details, client communications, and financial transactions to ensure seamless organization and execution.
- Managed staff scheduling, resulting in reduced labor costs and improved team efficiency.
- Ensured compliance with safety regulations, maintaining a safe working environment for both staff and guests.
- Enhanced guest satisfaction by overseeing banquet operations and ensuring smooth execution of events.
- Oversaw timeliness and quality of food delivery at high-volume events.
- Promoted team collaboration among banquet staff members through effective leadership practices that fostered a supportive work environment.
- Resolved customer complaints effectively, turning potentially negative experiences into opportunities for improvement.
- Supervised and mentored kitchen and serving staff.
- Developed creative solutions for unforeseen issues during events, minimizing disruptions while maximizing guest satisfaction.
- Streamlined setup processes to optimize room turnover times between events, enhancing customer satisfaction.
- Coordinated with event planners for seamless event organization, leading to increased positive reviews.
- Liaised with venue management to monitor logistics and timelines.
- Implemented inventory control procedures for banquet equipment and supplies, reducing waste and associated costs.
- Increased repeat business by developing strong relationships with clients and consistently delivering exceptional service.
- Assisted sales team in upselling additional services or amenities to clients, increasing overall revenue for the company.
- Increased event sales by conducting tours and consultations with prospective clients.
- Managed inventory of banquet equipment, ensuring availability and quality for events.
- Ensured compliance with health and safety regulations, maintaining safe environment for both staff and guests.
- Led team meetings to discuss upcoming events, assign roles, and set expectations.
- Adapted quickly to last-minute changes, ensuring events proceeded smoothly despite unforeseen challenges.
- Reduced event setup times, allowing for more bookings, by optimizing staff assignments and workflows.
- Streamlined event execution, leading to smoother operations and happier clients, by training new staff on banquet protocols.
- Improved team efficiency with comprehensive pre-event briefings and debriefings.
- Coordinated large-scale banquet events, ensuring seamless execution by effectively managing event staff.
- Addressed and resolved guest concerns promptly, maintaining high levels of customer satisfaction.
General Manager
Dairy Queen
12.2017 - 01.2022
- Oversaw daily operations to ensure efficiency and quality standards.
- Developed strategic initiatives that improved overall team performance and productivity.
- Managed budgeting processes, optimizing resources to align with organizational goals.
- Implemented new policies that enhanced operational workflows and reduced bottlenecks.
- Led cross-functional teams to achieve project milestones and deliverables effectively.
- Fostered a culture of continuous improvement through employee training and development programs.
- Established key performance indicators to monitor progress and enhance accountability across departments.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed budget implementations, employee evaluations, and contract details.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Oversaw successful launch of new product lines, coordinating between departments to ensure unified approach and timely delivery.
Banquet Captain
Omaha
12.2010 - 10.2017
- Conducted post-event evaluations to identify areas for future enhancement and training needs.
- Collaborated with culinary teams to design customized menus, meeting the specific needs of clients and guests.
- Improved overall service quality by conducting regular staff training sessions and performance evaluations.
- Conducted post-event follow-ups and gathered client feedback which helped refine operational procedures based on valuable insights.
Education
Associate of Arts - Callinary Arts And Restaurant Hospitality Manageme
Iowa Western Community College
Council Bluffs, IA05.2001
Skills
- Team management
- Banquet setup
- Team member development
- Staff leadership
- Staff management
- Staff supervision
- Employee development
- Exceptional leadership
- Food safety
- Food safety and sanitation
- Guest relations
Certification
Serve safe. Expiration March of 2026
Timeline
Banquet Captain
Hilton Omaha
01.2022 - Current
General Manager
Dairy Queen
12.2017 - 01.2022
Banquet Captain
Omaha
12.2010 - 10.2017
Associate of Arts - Callinary Arts And Restaurant Hospitality Manageme
Iowa Western Community College