Rupert Falconer
Homestead,FL
Summary
Dynamic service leader with a proven track record at Amtrak National Railroad, excelling in staff training and customer service. Skilled in food safety compliance and employee scheduling, I implemented process improvements that enhanced service efficiency and significantly reduced wait times, fostering a positive team environment and ensuring exceptional passenger experiences.
Seasoned Service Manager bringing 8 years of manager experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
11
11
years of professional experience
Work History
Lead Service Attendant
Amtrak National Railroad
Miami, FL
05.2023 - Current
- Supervised daily operations to ensure seamless passenger service and adherence to safety protocols.
- Trained and mentored new staff on customer service standards and operational procedures.
- Implemented process improvements that enhanced service efficiency and reduced wait times.
- Coordinated with maintenance teams to ensure equipment readiness for passenger operations.
- Explained food preparation methods to patrons with allergies and gluten intolerances.
- Answered guests' questions about menu items and helped make selections.
- Checked with customer before presenting bill and offered to take additional orders.
- Trained and mentored new employees on company procedures and safety protocols.
Service Manager
Chipotle Grill
Miami, FL
06.2018 - 05.2023
- Oversaw daily operations, ensuring adherence to company standards and policies.
- Trained and mentored staff on service protocols and food safety practices.
- Implemented inventory management techniques, reducing waste and optimizing stock levels.
- Enhanced customer satisfaction through effective conflict resolution and feedback incorporation.
- Collaborated with kitchen team to streamline food preparation processes, improving service speed.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Implemented strategies to increase customer service satisfaction ratings.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed staff schedules to ensure adequate coverage during peak hours.
Lead Line Cook
Olive Garden
Homestead, FL
08.2014 - 06.2019
- Prepared ingredients and maintained cleanliness in kitchen environment to ensure efficient workflow.
- Operated kitchen equipment safely, adhering to food safety
- Trained new staff on kitchen procedures, safety protocols, and equipment usage for operational efficiency.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Implemented streamlined processes for food prep and presentation, enhancing overall kitchen productivity.
- Prepared food items such as meats, poultry, and fish for frying purposes.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Maintained consistent portion control, ensuring uniformity in presentation and reducing food waste.
- Prepared and cooked full course meals based on restaurant recipes and specifications.
- Plated and presented all dishes to match established restaurant standards.
Education
High School Diploma -
Southridge Senior High School
Miami, FL06.2010
Skills
- Health and safety regulations
- Food safety compliance
- Staff motivation
- Employee scheduling
- POS system operation
- Teamwork and collaboration
- Positive attitude
- Team leadership
- Multitasking and organization
- Customer service
- Reliable and responsible
Timeline
Lead Service Attendant
Amtrak National Railroad
05.2023 - Current
Service Manager
Chipotle Grill
06.2018 - 05.2023
Lead Line Cook
Olive Garden
08.2014 - 06.2019
High School Diploma -
Southridge Senior High School