Selasi Klufio
Hartsville,SC
Summary
Seeking to use my excellent customer service skills in a friendly, caring and service-oriented position. Providing great customer service and making customers feel at ease. With 14 years of working as a customer service representative and as a manager, I am able to draw from my experience and handle any situation professionally that may arise. I have been able to manage staff between the ages of 15 to 60 years old. Manage more then 60 staff in a day. I have developed the ability to multi-task and handle any situation no matter how difficult if might seen. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
14
14
years of professional experience
Work History
Assistant General Manager
Erickson Living - Charlestown
Catonsville, MD
06.2021 - 07.2024
- Responsible for managing a staff of 60 or more employees.
- Review staffing levels to ensure guest service, operational needs, and financial objectives are met.
- Utilize interpersonal and communication skills to influence and encourage dining staff.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Assess restaurant demand and adjust accordingly to maintain quality service throughout the shift.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Implement training programs and service specials as a guideline for FOH server structure and standards.
- Offer culinary support to the BOH team during higher volume service times.
- Audit food quality, menu specials, and service expectations on the floor daily.
- Implement and sustain sanitation standards by way of health and legal regulation compliance.
- Menu development, editing, and implementation.
- Execute liquor, wine, and beverage consumption inventories and purchasing.
- Assist with onboarding and development of newly hired Assistant General Managers.
- Maintain the scheduling and upkeep of scheduled vacations and/or requests.
- Initiate disciplinarian action when necessary to uphold consistent accountability for the service staff.
- Assist Human Resources with staffing programs, recruiting, interviewing, and any additional support to all dining locations on campus.
Assistant General Manager
Erickson Living At Riderwood
Silver Spring, MD
05.2019 - 06.2021
- Assisted new program for waitstaff to decrease labor cost and improve service experiences for residents and guests.
- Helped and assisted with creating new program that improves the quality of food, variety, presentation, and service to the residents and guests.
- Cost and cash-handling controls.
- Scheduled kitchen and service staff, supervised food quality and safety, and maintained facilities.
- Trained staff to ensure service excellence and pleasurable dining experiences.
- Built and maintained key relationships across the community to maximize the restaurant's presence.
- Developed and coached employees in the fundamental skills of how to operate and run a restaurant.
- Build relationships with staff to encourage and push staff morale.
Dining Room Supervisor
Erickson Living
Silver Spring, MD
10.2015 - 05.2019
- Ability to complete duties in a fast-paced restaurant while performing multiple tasks and supervising team members.
- Initiate and implement necessary plans to organize and set up assigned area in a timely manner prior to meal service.
- Knowledge and demonstrated practice of safe food handling.
- Knowledge and demonstrated practice of maintaining a clean and sanitary work area.
- Effectively communicate both written and verbal.
- Create daily goals for team members.
- Handle cash processing.
- Scheduling and making sure employees make it to work on time.
Cashier
Erickson Living
Silver Spring, MD
03.2014 - 10.2015
- Greeted customers and answered any questions they had about the store's products and services.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Perform cash and charge transactions quickly, accurately, and efficiently.
- Operated POS terminals to input orders, split bills, and calculate totals.
- Assisted individuals in selecting meal options, including entrees and desserts, and recommended alternative items for those with food allergies and gluten intolerances.
- Delivered high level of customer service to patrons using active listening and engagement skills.
Restaurant Associate
Erickson Living - Riderwood
Silver Spring, MD
06.2013 - 10.2015
- Ensured customer satisfaction by providing prompt, quality service.
- Maintained a clean work area throughout the shift by wiping down counters, sanitizing surfaces, sweeping floors, and emptying trash receptacles.
- Followed company policies regarding food storage procedures to ensure safe handling of inventory items.
- Assisted management in training new employees on proper restaurant operations procedures.
- Took initiative to help out co-workers when workloads became overwhelming.
- Made friendly conversation with customers to provide enjoyable dining experience.
Server
Erickson Living - Riderwood
Silver Spring, MD
08.2010 - 06.2013
- Greeted customers, answered questions and recommended specials to increase profits.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Took orders from customers accurately and in a timely manner.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Operated POS terminals to input orders, split bills and calculate totals.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
Education
Associate of Applied Science - Hospitality Management - Meeting and Events Planning
Prince George's Community College
Upper Marlboro, MD05-2021
Skills
- Interpersonal Customer Relations
- Leadership and Developmental Coaching
- Ability to work with others
- Able to thrive under pressure
- Excellent communication skills
- Hospitality & Customer Service Trainer
- Multi-Tasked / Time Management
- One Team Centered Approach
- POS Systems
- Customer Service
- Staff Training
Timeline
Assistant General Manager
Erickson Living - Charlestown
06.2021 - 07.2024
Assistant General Manager
Erickson Living At Riderwood
05.2019 - 06.2021
Dining Room Supervisor
Erickson Living
10.2015 - 05.2019
Cashier
Erickson Living
03.2014 - 10.2015
Restaurant Associate
Erickson Living - Riderwood
06.2013 - 10.2015
Server
Erickson Living - Riderwood
08.2010 - 06.2013
Associate of Applied Science - Hospitality Management - Meeting and Events Planning
Prince George's Community College
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