RAFAEL SURILLO
KISSIMMEE,FL
Summary
Proven leader in hospitality, excelling in staff training and bar management at Corona Cigar Company. Leveraged mixology expertise and exceptional customer relationship building to significantly enhance guest satisfaction and loyalty. Skilled in inventory management and health codes compliance, achieving a notable increase in efficiency and safety. Reliable Bar management embedded my independent approach to handling high-volume customer loads. Well-versed in assisting wait staff with drinks and food orders. Excellent relationship-builder and multitasker skills at every job I performed in the food and beverage industry prepared me to support team needs. Every role I achieved in food and beverage made me develop my organizational skills and increased my dependability, which make me the ideal candidate to successfully manage multiple priorities with a positive attitude. My willingness to take on added responsibilities is what I focus on because I strive to manage and meet all of my daily team goals by properly guiding my staff.
Overview
25
25
years of professional experience
Work History
Senior Bar Manager
Corona Cigar Company
08.2021 - Current
- Closed out cash register and prepared cashier report at close of business.
- Created a welcoming atmosphere, fostering a loyal customer base and repeat business.
- Oversaw maintenance tasks for the bar area, ensuring a clean and safe environment for patrons at all times.
- Mentored and trained staff members to ensure exceptional customer service standards.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Handled conflict resolution among staff members promptly and professionally, maintaining a positive work environment.
- Introduced new cocktails to the menu based on market research that became popular choices amongst customers.
- Streamlined inventory management for optimal stock levels and reduced waste.
- Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
- Developed strong relationships with suppliers, negotiating favorable terms and pricing.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
- Enhanced team productivity through effective scheduling and task delegation.
- Increased revenue with creative marketing initiatives and promotional events.
Quick Service Food Server
Disney Galaxy's Edge
03.2019 - 02.2020
- Collaborated with team members to improve overall service speed during peak hours.
- Demonstrated excellent multitasking abilities by balancing multiple orders simultaneously without compromising quality or accuracy.
- Effectively managed time and resources during shift, ensuring maximum productivity and minimal waste.
- Resolved customer complaints promptly, maintaining a high level of professionalism and customer satisfaction.
- Implemented time-saving strategies for more efficient order fulfillment during busy periods.
- Utilized strong interpersonal skills in handling diverse clientele from various age groups, cultural backgrounds, and dietary preferences.
- Maintained up-to-date knowledge of menu offerings, including seasonal items and nutritional information for informed recommendations to customers.
- Assisted in maintaining a clean and organized work environment for optimal food preparation and service.
- Actively participated in community outreach initiatives sponsored by the restaurant, fostering goodwill among local residents.
- Streamlined order processing with accurate cash handling, ensuring quick transactions for customers.
- Contributed to increased sales by upselling menu items and promoting special offers.
- Followed company standard operating procedures consistently to guarantee uniformity across all locations.
- Adhered to stringent food safety protocols, minimizing risk of contamination or spoilage.
- Assisted in training new employees on company policies, procedures, and best practices for exceptional service delivery.
- Restocked workstations with supplies and food display cases with fresh selections to decrease customer waiting during busy periods.
- Greeted customers promptly and took orders to keep flow of traffic moving.
- Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
- Assisted with preparing salads and cold food items.
- Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
- Made change and returned correct cash and coin to patrons.
- Promptly resolved customer complaints, escalating major issues to supervisor.
- Performed shift change tasks each day to keep store neat and running smoothly.
- Brewed coffee and tea and changed out drink station syrups.
- Prepared salads, soups and sandwiches for customers.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Processed orders on POS system and accepted cash and charge payments.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Loaded food, dishes and utensils on carts and trays to transport from designated food preparation areas to designated tables.
- Observed customer purchases in line and differentiated between standard portions.
- Reconciled receipt totals, cash and credit payments to address shortages.
Nutritional Services Cook Staff
Celebration Health
07.2013 - 02.2019
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Reduced food waste significantly by implementing proper portion control and storage techniques.
- Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Enhanced customer satisfaction by consistently delivering high-quality, visually appealing dishes.
- Communicated closely with servers to fully understand special orders for customers.
- Streamlined kitchen operations with effective communication and collaboration among team members.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Enhanced teamwork within the kitchen staff by fostering a collaborative environment focused on meeting high standards of quality and efficiency.
- Assisted in inventory management and ordering supplies, maintaining adequate stock levels for efficient kitchen operations.
- Showcased excellent knife skills for precise cutting and preparation of various ingredients.
- Collaborated with management team to develop new menu items.
- Prepared diverse cuisines to meet customer dietary needs and preferences, elevating dining experience.
- Ensured compliance with all food safety regulations, maintaining record of excellence in health inspections.
- Fostered culture of teamwork and communication within kitchen, leading to improved efficiency.
- Maintained food safety and sanitation standards.
- Kept kitchen clean and organized by performing daily maintenance tasks.
- Coordinated checklists to keep kitchen clean, stocked and sanitary.
Dining Room Server Trainer
Carrabba's Italian Grill Restaurant
09.2006 - 07.2013
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Enhanced customer satisfaction by providing exceptional service and maintaining a clean dining environment.
- Built long-lasting relationships with residents.
- Contributed to a positive work atmosphere by fostering teamwork among colleagues while also demonstrating initiative when needed.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Took orders and delivered food items to residents in main dining room.
- Maintained up-to-date knowledge of menu offerings, including ingredients, preparation methods, allergens, and dietary restrictions for clear communication with guests.
- Assisted in training new servers to uphold restaurant standards for quality service and efficient operations.
- Replenished table, wait staff and kitchen supplies.
- Checked on needs of each table and retrieved additional items.
- Stayed up-to-date on menu changes to help customers make food choices.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Backed up hosts by greeting guests, assigning tables and escorting to seats.
- Handled high-pressure situations calmly, ensuring smooth operations during peak hours and special events.
- Increased dining room efficiency by promptly addressing guest inquiries and resolving concerns.
- Greeted new customers, discussed specials, and took drink orders.
- Reduced errors in order processing by attentively listening to customers'' needs, accurately recording their selections, and verifying orders before submission.
- Collaborated with team members to ensure efficient service, sharing tasks such as bussing tables, restocking supplies, and assisting with drink orders when necessary.
- Maintained excellent standards of service by closely monitoring diner safety and meeting customer needs.
- Maximized customer and worker safety by updating emergency protocols.
- Helped create memorable experiences for diners celebrating special occasions by offering personal touches like complimentary desserts or customized menu suggestions.
Restaurant Server
Key W Kools
09.2003 - 08.2006
- Maintained a clean and welcoming dining environment for guest comfort and enjoyment.
- Contributed to team success by assisting fellow servers during peak hours, ensuring smooth operations.
- Greeted new customers, discussed specials, and took drink orders.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Handled customer complaints professionally, resolving issues promptly to maintain positive relationships.
- Boosted overall sales by confidently recommending daily specials and upselling menu items.
- Bussed and reset tables to keep dining room and work areas clean.
- Managed cash transactions accurately with attention to detail, minimizing discrepancies in daily reports.
- Trained new hires on restaurant policies, procedures, and exceptional customer service standards.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Established rapport with regular customers, fostering loyalty through exceptional service.
- Collaborated with kitchen staff to ensure accurate preparation and prompt delivery of special dietary requests.
- Promoted a safe working environment by adhering to food safety standards and best practices.
- Demonstrated knowledge of menu offerings, including ingredients and preparation methods to address customer inquiries effectively.
- Increased table turnover rate by efficiently managing orders and ensuring timely delivery of meals.
- Stayed up-to-date on menu changes to help customers make food choices.
- 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.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Processed orders and sent to kitchen employees for preparation.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Inspected dishes and utensils for cleanliness.
- Checked guests' identification before serving alcoholic beverages.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
Restaurant Host
Planet Hollywood
03.1999 - 08.2003
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Managed the flow of restaurant traffic, strategically assigning tables based on server availability and guest preferences for optimal efficiency.
- Communicated effectively with servers and kitchen staff to ensure seamless dining experiences for guests.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Maintained an organized reservation system for efficient guest accommodation and minimized wait times.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Assisted in increasing table turnover rate by promptly clearing and resetting tables after guest departure.
- Monitored wait times accurately, providing accurate estimates of wait time during busy periods while keeping guests informed and engaged.
- Ensured a welcoming atmosphere by maintaining a clean, well-organized, and inviting reception area.
- Supported team morale by fostering positive relationships with coworkers through reliable communication and teamwork efforts.
- Handled high-pressure situations with grace, maintaining a calm demeanor and professional attitude during peak hours and unexpected challenges.
- Coordinated large party reservations, ensuring adequate staffing levels and table arrangements to accommodate group needs effectively.
- Streamlined check-in process by utilizing digital reservation platforms, reducing wait times and improving guest experience.
- Ensured all guests received menus, silverware, and necessary table accompaniments promptly upon seating to expedite the dining process.
- Trained new host staff members on company policies, procedures, and best practices to maintain consistent service standards across shifts.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Completed daily side work and opening and closing duties without fail.
- Opened and closed seating sections according to volume of guests.
Education
High School Diploma -
Bishop Amat Memorial High School
La Puente, CA05.1994
Skills
- Team Leadership
- Staff Training
- Health and safety
- Training and mentoring
- Responsible Alcohol Service
- Bar Management
- Inventory Management
- Staff Scheduling
- Organizational ability
- Health codes compliance
- Customer Relationship Building
- Mixology expertise
- Wine and liquor knowledge
- Customer Service
- Money Handling
- Liquor Law Compliance
- Recruitment and hiring
- Front of House Management
Languages
Spanish
Native or Bilingual
Timeline
Senior Bar Manager
Corona Cigar Company
08.2021 - Current
Quick Service Food Server
Disney Galaxy's Edge
03.2019 - 02.2020
Nutritional Services Cook Staff
Celebration Health
07.2013 - 02.2019
Dining Room Server Trainer
Carrabba's Italian Grill Restaurant
09.2006 - 07.2013
Restaurant Server
Key W Kools
09.2003 - 08.2006
Restaurant Host
Planet Hollywood
03.1999 - 08.2003
High School Diploma -
Bishop Amat Memorial High School
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