Roberto LopesFilho
WOBURN, MA
Summary
Dynamic restaurant professional with extensive experience at Capital Grille, excelling in customer service and upselling techniques. Proven ability to enhance guest satisfaction through effective problem-solving and attention to detail, leading to increased sales and repeat business. Strong team collaborator committed to maintaining high standards of cleanliness and service quality in fast-paced environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Restaurant Waiter
Pellanasteakhouse
06.2016 - 03.2025
- Maintained clean and organized dining areas for optimal guest experience.
- Cultivated warm relationships with regular customers.
- Answered customers' questions, recommended items, and recorded order information.
- Supported fellow waitstaff through teamwork during busy times, sharing responsibilities as needed.
- Collaborated with kitchen staff to ensure timely delivery of orders, resulting in positive feedback from guests.
- Processed cash and credit card transactions accurately, maintaining accountability for all sales revenue generated during shifts.
- Maintained professional demeanor under pressure while managing challenging situations involving dissatisfied customers.
- Balanced excellent customer service with efficient task completion by multitasking effectively throughout each shift.
- Managed multiple tables simultaneously while maintaining high levels of accuracy on order placement and delivery.
- Addressed guest concerns promptly and professionally, fostering a positive dining atmosphere.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Utilized time management skills to prioritize tasks effectively during busy shifts, ensuring prompt attention to all guests'' needs.
- Developed strong rapport with regular customers, encouraging repeat visits and loyalty to the establishment.
- Contributed positively to the overall workplace culture through proactive communication, problem-solving, and a commitment to continuous improvement.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Demonstrated knowledge of diverse menu offerings, guiding guests towards optimal meal choices based on preferences or dietary requirements.
- Promoted restaurant specials and upsold menu items, increasing overall sales revenue.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- 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.
- Checked guests' identification before serving alcoholic beverages.
- Increased sales significantly by upselling higher-end products to customers.
Restaurant Waiter
Capital Grille
06.2007 - 06.2016
- Maintained clean and organized dining areas for optimal guest experience.
- Cultivated warm relationships with regular customers.
- Collaborated with kitchen staff to ensure timely delivery of orders, resulting in positive feedback from guests.
- Processed cash and credit card transactions accurately, maintaining accountability for all sales revenue generated during shifts.
- Maintained professional demeanor under pressure while managing challenging situations involving dissatisfied customers.
- Balanced excellent customer service with efficient task completion by multitasking effectively throughout each shift.
- Managed multiple tables simultaneously while maintaining high levels of accuracy on order placement and delivery.
- Utilized time management skills to prioritize tasks effectively during busy shifts, ensuring prompt attention to all guests'' needs.
- Developed strong rapport with regular customers, encouraging repeat visits and loyalty to the establishment.
- Contributed positively to the overall workplace culture through proactive communication, problem-solving, and a commitment to continuous improvement.
- Assisted in training new waitstaff members, contributing to a cohesive team environment.
- Demonstrated knowledge of diverse menu offerings, guiding guests towards optimal meal choices based on preferences or dietary requirements.
- Promoted restaurant specials and upsold menu items, increasing overall sales revenue.
- Effectively communicated dietary restrictions and allergies to kitchen staff, ensuring accurate meal preparation for guests.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- 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.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Checked guests' identification before serving alcoholic beverages.
- Increased sales significantly by upselling higher-end products to customers.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Lead Busser
Cheesecake Factory Inc
08.2005 - 03.2010
- Trained new bussers on restaurant procedures, standards, and safety protocols, fostering a strong team dynamic.
- Enhanced customer satisfaction by efficiently clearing and resetting tables for a smooth dining experience.
- Maintained clean and organized work areas, contributing to a safe and inviting dining environment.
- Handled high-pressure situations gracefully by remaining calm under pressure while addressing customers'' concerns swiftly to maintain the flow of service within the establishment.
- Provided support during high-volume events like banquets and weddings, contributing to successful execution and memorable experiences for all attendees.
- Assisted team members during busy periods, ensuring seamless operations and excellent guest experiences.
Education
GED -
Faculdade Prudente De Moraes
Brazil, SP12-1999
Skills
- Customer service
- Order taking
- Cleanliness
- Service quality
- Problem-solving
- Cash handling
- Food safety awareness
- Upselling techniques
- Memory retention
- Wine pairing
- Guest engagement
- Allergy awareness
- Cross-selling and upselling
- Beverage refills
- Mixed drinks
- Dessert recommendations
- Specials recommendations
- Menu description knowledge
- Alcoholic beverage service
- Personal hygiene
- Courteous demeanor
- Beverage knowledge
- Attention to detail
- Menu memorization
- Order accuracy
- Guest relations
- Professional appearance
- Sales techniques
- Relationship management
- High volume dining
- Bill computation
- Accurate money handling
- Basic math
- Guest relations management
- Fine dining
- Salesmanship
- Food and beverage pairings
- Wine service
- Wine pairings
- VIP support
- Team collaboration
- Verbal and written communication
- POS operation
- Food and wine pairings
Accomplishments
- Consistently rated "excellent" in customer surveys regarding server friendliness, promptness and attentiveness.
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] through effectively helping with [Task].
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Documented and resolved [Issue] which led to [Results].
Certification
- [State] Driver's License
- Alcohol Server Certification - Training for Intervention Procedures (TIPS).
Languages
English
Full Professional
Spanish
Professional Working
Portuguese
Native or Bilingual
Timeline
Restaurant Waiter
Pellanasteakhouse
06.2016 - 03.2025
Restaurant Waiter
Capital Grille
06.2007 - 06.2016
Lead Busser
Cheesecake Factory Inc
08.2005 - 03.2010
GED -
Faculdade Prudente De Moraes
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