REBECCA SANTIAGO
Summary
Hospitality professional with over 15 years of experience in the industry. Proven expertise in time management and fostering a culture of success. Strong knowledge of HR regulations, labor standards, and beverage service, including classic cocktails, craft beers, and wine.
Overview
6
6
years of professional experience
Work History
AGM GUEST EXPERIENCE
Swingers Crazy Golf
New York, NY
09.2024 - Current
- Promoted to AGM of Guest Experience from Floor Department Manager within three months.
- Approved scheduling across four departments to enhance operational efficiency.
- Led weekly BEO meetings with sales and operations teams to ensure alignment.
- Facilitated weekly one-on-one huddles with department managers to evaluate performance and address challenges.
- Achieved labor goals through dynamic cutting and strategic scheduling.
- Utilized Power BI for accurate forecasting.
- Oversaw monthly inventory audits, variance reports, and P&L reviews.
SERVICE DIRECTOR
LA PECORA BIANCA
10.2022 - 09.2024
- Promoted from floor manager to service director within three months.
- Achieved record of 500 covers, exceeding 700 covers during holiday season.
- Managed front of house scheduling for 87+ staff while controlling labor costs.
- Oversaw ordering of wine, liquor, and beer to ensure optimal inventory levels.
- Inspired staff through food and beverage education and seasonal menu updates.
- Facilitated daily competitions to enhance team engagement and performance.
- Expert in Toast POS system; assisted with integration at multiple locations.
FOH OPERATIONS MANAGER
CITY WINERY
10.2020 - 07.2022
- Assisted in the grand opening of Pier 57 team.
- Oversaw hiring, onboarding, and staff training for 30+ employees
- Conducted daily pre-shifts to educate staff, set goals, and enhance service, contributing to overall productivity and sales.
- Efficiently solved problems/concerns in a professional and hospitable manner. Maximized profits by maintaining labor, food and beverage costs daily.
Education
MUSICAL THEATRE CERTIFICATE -
AMERICAN MUSICAL AND DRAMATIC ACADEMY
New York04-2010
Skills
- Guest management
- Reservation systems
- Event coordination
- Toast integration proficiency
- Toast proficiency
- Onboarding training
- Inventory control
- Time management
- Problem solving
- Scheduling
- Problem-solving skills
- Labor cost management
- Communication skills
Timeline
AGM GUEST EXPERIENCE
Swingers Crazy Golf
09.2024 - Current
SERVICE DIRECTOR
LA PECORA BIANCA
10.2022 - 09.2024
FOH OPERATIONS MANAGER
CITY WINERY
10.2020 - 07.2022
MUSICAL THEATRE CERTIFICATE -
AMERICAN MUSICAL AND DRAMATIC ACADEMY