Petula Stafford
Crowley,TX
Summary
Dynamic Front of House Manager with a proven track record at Red Lobster, excelling in team management and guest relations. Enhanced customer satisfaction through effective complaint handling and streamlined operations, achieving a notable increase in table turnover rates. Strong leadership and exceptional communication skills fostered a collaborative environment, driving service excellence.
Overview
13
13
years of professional experience
Work History
Front of House Lead
Heritage Independent Living
Burleson, TX
10.2023 - Current
- Supervised front of house operations, ensuring smooth and efficient service delivery.
- Trained and mentored staff on customer service best practices and operational procedures.
- Implemented process improvements to enhance guest experience and streamline workflows.
- Coordinated scheduling and staffing to meet peak demand periods effectively.
- Maintained cleanliness and organization of front of house areas, creating welcoming environment.
- Resolved guest inquiries and concerns promptly, fostering positive relationships with residents.
- Collaborated with kitchen staff to ensure timely food service and quality standards were met.
- Boosted team morale and performance through effective communication and motivational strategies.
- Maintained a clean, welcoming environment for guests, ensuring optimal dining experiences.
- Resolved customer complaints professionally, maintaining high levels of customer satisfaction.
- Enhanced customer experience by providing exceptional service and promptly addressing concerns.
- Streamlined front of house operations for increased efficiency with well-organized scheduling and task delegation.
- Collaborated with back of house staff to ensure seamless coordination between kitchen and service teams.
- Established welcoming atmosphere by greeting each guest warmly.
- Helped guests at tables when in need of assistance.
- Trained new staff in front-of-house procedures, customer relations, and cleaning.
- Assisted servers with delivering food, filling beverages, and retrieving items for guests.
- Reset tables between guests by restocking low items and wiping down surfaces.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
Server Manager
Brunch House
Burleson, TX
09.2021 - 06.2023
- Managed daily operations to ensure smooth service and high customer satisfaction.
- Trained and mentored staff on menu offerings and customer service best practices.
- Implemented new inventory management system to reduce waste and improve efficiency.
- Developed staff schedules to optimize coverage during peak hours and minimize labor costs.
- Resolved customer complaints promptly, enhancing overall dining experience and loyalty.
- Collaborated with kitchen staff to streamline communication and enhance food service delivery.
- Trained servers on order management, food service quality and how to build rapport with guests.
- Welcomed and greeted guests before presenting special menu items to clients.
- Handled guest complaints in positively and offered appreciation tokens to build customer loyalty.
- Led team of servers to consistently meet customer service and sales targets.
- Completed daily procedure checklist and communicated changes to servers and kitchen staff.
- Liaised between servers and upper management to address issues and manage challenges.
- Checked establishment, service stands, and aisle area cleanliness before welcoming guests.
- Cultivated guest satisfaction and loyalty through consistent commitment to quality service.
- Proactively communicated with servers to coordinate workflows and monitor service during busy shifts.
- Enforced compliance with uniform and personal presentation standards.
Restaurant Front of House Manager
Red Lobster
Burleson Tx
04.2013 - 07.2021
- Managed daily front-of-house operations, ensuring smooth service flow.
- Trained and mentored staff on customer service standards and operational procedures.
- Implemented process improvements to enhance guest experience and reduce wait times.
- Coordinated scheduling to optimize staffing levels during peak hours.
- Resolved customer complaints effectively, fostering positive dining experiences.
- Monitored inventory levels and coordinated with suppliers for timely replenishment.
- Developed training materials to support ongoing employee development initiatives.
- Analyzed guest feedback to identify areas for service enhancement and team training needs.
- Mentored new team members on restaurant policies, procedures, and best practices to ensure consistent guest experiences across shifts.
- Collaborated with back of house management to ensure seamless communication between kitchen and service staff for optimal dining experiences.
- Enhanced customer satisfaction by efficiently managing front-of-house operations and addressing guest concerns promptly.
- Provided exceptional customer service by anticipating guests'' needs from arrival through departure.
- Improved table turnover rates with efficient seating procedures and timely clearing of tables after guests'' departures.
- Resolved conflicts among team members diplomatically while maintaining a positive work atmosphere conducive to collaboration.
- Implemented inventory control measures to reduce waste, lower food costs, and improve overall profitability.
- Maintained a clean, welcoming environment by overseeing daily cleaning tasks and ensuring adherence to health codes.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Resolved guests complaints while maintaining positive customer environment.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Utilized upselling techniques to maximize revenue and increase customer satisfaction.
- Motivated staff to perform at peak efficiency and quality.
Education
High School Diploma - General Studies
Haltom High
Haltom City, TXSkills
Food safety
Exceptional communication
Team management
Cash handling proficiency
Complaint handling
Task delegation
Strong leadership
Greeting guests
Team collaboration
Guest relations
Professional appearance
Seating arrangements
Personal hygiene
Teamwork
Customer service
Timeline
Front of House Lead
Heritage Independent Living
10.2023 - Current
Server Manager
Brunch House
09.2021 - 06.2023
Restaurant Front of House Manager
Red Lobster
04.2013 - 07.2021
High School Diploma - General Studies
Haltom High