Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Pedro Ochoa

Houston

Summary

Dynamic leader with proven expertise in customer service and team leadership honed at IHOP LLC. Excelled in enhancing customer satisfaction by overhauling service protocols, leading to a significant improvement in service delivery. Skilled in conflict resolution and staff development, adept at fostering a collaborative and high-performing team environment. Demonstrates exceptional organizational skills and adaptability, with a focus on achieving and surpassing business goals.

Overview

5
5
years of professional experience

Work History

Manager

IHOP LLC
08.2023 - Current
  • 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.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Defined clear targets and objectives and communicated to other team members.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Server

IHOP LLC
10.2022 - 08.2023
  • 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.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Cultivated warm relationships with regular customers.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • 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.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
  • Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
  • Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
  • Maintained cleanliness and organization in dining area, contributing to welcoming atmosphere.
  • Answered customers' questions, recommended items, and recorded order information.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Inspected dishes and utensils for cleanliness.
  • Printed dining checks with total due, collected payment and offered receipts to complete transactions.

Server

Ostioneria Michoacan
03.2021 - 09.2022
  • 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.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  • Supervised set up of banquet food stations and coordinated service to multiple dining areas.
  • Checked guests' identification before serving alcoholic beverages.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
  • Inspected dishes and utensils for cleanliness.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Answered customers' questions, recommended items, and recorded order information.
  • Coordinated with kitchen staff to ensure order accuracy and timely preparation of dishes.
  • Adapted to diverse customer needs, providing personalized service that increased guest satisfaction.
  • Kept up with fast-paced environments, ensuring timely delivery of orders during peak hours.
  • Maintained high standards of personal appearance and hygiene, reflecting positively on establishment.
  • Enhanced team efficiency, collaborating effectively in high-pressure settings.
  • Maintained cleanliness and organization in dining area, contributing to welcoming atmosphere.
  • Learned and followed local alcohol laws to keep restaurant compliant with regulations.
  • Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.

Food Handler

Tostada Regia
08.2020 - 02.2021
  • Collaborated with team members to maintain a smooth workflow during peak service hours, contributing to an efficient operation.
  • Consistently maintained a positive attitude and strong work ethic, contributing to a high-performing team environment.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Assisted in inventory management, ensuring adequate stock levels and timely reordering of supplies.
  • Improved food safety by diligently following proper food handling procedures and maintaining a clean work environment.
  • Contributed to a positive working atmosphere through effective communication and collaboration with colleagues and management.
  • Sanitized work surfaces between food preparation, avoiding cross-contamination and maintaining food safety guidelines.
  • Guaranteed customer satisfaction by quickly delivering orders.
  • Packaged and stored food products following proper handling and preservation methods.
  • Maintained composure and work quality while under stress.
  • Cleaned and maintained work areas, equipment and utensils.
  • Maintained high personal grooming standards and uniform presentation.
  • Lifted and carried heavy materials.

Education

High School Diploma -

Heights High School
Houston
06-2020

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Goal setting
  • Relationship building
  • Customer relationship management (CRM)
  • Staff development
  • Conflict resolution
  • Negotiation
  • Teamwork and collaboration
  • Computer skills
  • Effective communication
  • Problem resolution
  • Adaptability and flexibility
  • Positive attitude
  • Attention to detail
  • Multitasking
  • Problem-solving
  • Multitasking Abilities
  • Excellent communication
  • Organizational skills
  • Work Planning and Prioritization
  • Active listening

Accomplishments

  • Achieved productivity through effectively helping with team management and relationship building.

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

Manager

IHOP LLC
08.2023 - Current

Server

IHOP LLC
10.2022 - 08.2023

Server

Ostioneria Michoacan
03.2021 - 09.2022

Food Handler

Tostada Regia
08.2020 - 02.2021

High School Diploma -

Heights High School

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Pedro Ochoa