Summary
Overview
Work History
Education
Skills
Certification
Timeline
Manager

RACHEL BERTRAND

Conway

Summary

Passionate manager with a proven track record at Olive Garden, excelling in team leadership and conflict resolution. Enhanced customer satisfaction through effective staff training and development, optimizing operations for efficiency. Skilled in inventory management, I fostered a positive work environment, ensuring exceptional service delivery and employee engagement.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Manager

Olive Garden
06.2006 - Current
  • Manage and motivate employees to be productive and engaged in work.
  • Maintain professional, organized, and safe environment for employees and guests.
  • Enhance customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Manage daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
  • Lead Training Manager in region for certifying and training all Certified Trainers in all departments.
  • Efficient in managing all departments, including Service, Lobby and Host, To Go and Catering and CUlinary.
  • Proficient in inventory and ordering for all departments including kitchen and Liquor, Beer and Wine.
  • Carefully interviewed, selected, trained, and supervised staff.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
  • Worked as a Manager at Olive Garden in Reno, NV, Carson City, NV and Bellingham, WA. Relocated from each with family and continuously worked for the company during that time.

Marketing Director

The Carson City Plaza Hotel & Events Center
07.2004 - 06.2006
  • Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
  • Booked and planned special events within the events center.
  • created marketing ideas and plans to help promote the hotel and golf course within the city.
  • worked closely with hotel and golf course staff to align with their needs to increase their customers.
  • Created advertisements
  • assisted in staffing needs within the hotel

Concierge

The Planters Inn (Relais & Chateaux)
11.2000 - 06.2004
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
  • Contributed to a positive work environment by maintaining a professional demeanor at all times.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
  • took reservations and planned out guest's entire vacation.
  • Assisted with luggage handling, valet services and concierge services.

Education

Bachelor of Science - Hotel, Motel, And Restaurant Management

Johnson & Wales University
Providence, RI
06-2003

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Staff training and development
  • Staff management
  • Task delegation
  • Relationship building
  • Shift scheduling
  • Staff development
  • Conflict resolution
  • Employee onboarding
  • Coaching and mentoring
  • Inventory management

Certification

National Food Handler's Certification

Timeline

Manager

Olive Garden
06.2006 - Current

Marketing Director

The Carson City Plaza Hotel & Events Center
07.2004 - 06.2006

Concierge

The Planters Inn (Relais & Chateaux)
11.2000 - 06.2004

Bachelor of Science - Hotel, Motel, And Restaurant Management

Johnson & Wales University

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