Samantha Pusateri

• Supervisor in Legends, TD Garden's exclusive VIP restaurant. Manage one of the following six areas on a rotating basis: Expo, 301 (in seat/courtside concessions stand), bussers & runners, Hosts, Bars, Legends floor (direct customer service and oversee servers)
• Monitor food preparation, production, plating and presentation for quality control and appearance.
• Supervise staff to confirm that all food and beverage orders are promptly and accurately prepared.
• Monitor staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
• Hire, train and mentor staff to meet and exceed high quality standards.
• Enhance team performance with regular evaluations and constructive feedback.
• Monitor health and safety standards to maintain a clean, safe working environment.
• Increase repeat business through excellent customer service, maintaining strong relationships with patrons.
• Improve customer satisfaction by ensuring consistent quality of food, excellent customer service and by maintaining strong relationships with guests.
• Handle guest complaints professionally, resolving issues to enhance overall satisfaction levels.

• Helped prepare an indoor arena for a large audience sporting event
• Participated in sales meetings and presentations to gain knowledge and insight.
• Checked tickets and gave out VIP credentials
• Shadowed game day media professionals
• Fan engagement
• Ticket Office
• Managed customer expectations and helped navigate sales processes.
• Analyzed customer feedback and identified areas for improvement.
• Supported sales team with administrative assistance such as coordinating paperwork and responding to basic inquiries.
• Addressed customer queries and complaints with prompt and professional responses.

• Oversaw the concessions stands' cleanliness/neatness, product quality, customer service, stand safety, food safety, and alcohol service
• Managed all customer traffic and cash register operations
• Performed various opening and closing duties on a daily basis
• Attended all required training and service meetings.
• Supervised food and beverage personnel, evaluating performance and recommending improvements.
• Coordinated concession team, food preparation and storeroom operations.
• Increased overall customer satisfaction by implementing efficient service standards and streamlining concession operations.
• Trained and supervised a team of concession staff, resulting in improved performance and increased sales.
• Maintained a clean and sanitary concessions area by enforcing strict hygiene guidelines and regular cleaning schedules.
• Enhanced employee morale through recognition programs, fostering a positive work environment that encouraged teamwork and cooperation among staff members.
• Addressed customer concerns promptly, providing solutions that met their needs while maintaining profitability for the business.
• Provided exceptional customer service experiences by constantly monitoring staff interactions with patrons and offering constructive feedback when necessary.
• Motivated staff to perform at peak efficiency and quality.
• Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.

**ALSO assist in other roles: Catering, group hospitality attendant, barback, bartender

• Helped prepare an indoor arena for a large audience sporting event
• Participated in sales meetings and presentations to gain knowledge and insight.
• Checked tickets and gave out VIP credentials
• Shadowed game day media professionals
• Fan engagement
• Ticket Office
• Managed customer expectations and helped navigate sales processes.
• Analyzed customer feedback and identified areas for improvement.
• Supported sales team with administrative assistance such as coordinating paperwork and responding to basic inquiries.
• Addressed customer queries and complaints with prompt and professional responses.