Shannon Mock
Washington,USA
Summary
Dynamic professional with over 20 years of experience in hospitality and restaurant management, specializing in luxury resort operations, event coordination, and team development. Proven track record in fostering cross-functional collaboration and cultivating strong client relationships while effectively managing budgets and resources. Exceptional organizational and interpersonal skills drive outstanding performance and operational success through a positive and proactive approach.
Eager to explore relocation opportunities to leverage expertise in diverse environments
Overview
20
20
years of professional experience
1
1
Certification
Work History
Assistant Outlets Manager
Black Desert Resort
Ivins, UT
08.2024 - 01.2026
- Streamlined daily operations for multiple outlets, focusing on service excellence and operational efficiency.
- Tracked and assessed financial performance metrics, highlighting trends to enhance strategic planning efforts.
- Facilitated and directed staff meetings to share updates, address team concerns, and foster a collaborative work environment for up to 30-36 team members per shift.
- Drove revenue growth by achieving sales goals, enhancing customer service, and fostering team collaboration.
- Identified and addressed strategic challenges to inform business direction and optimize sales operations.
- Mentored and coached team members and supervisors, fostering skills necessary for effective leadership roles.
- Executed positive disciplinary actions while maintaining consistency with company policies to enhance overall workplace productivity.
- Facilitated teamwork among diverse departments to execute strategic marketing initiatives aimed at boosting outlet visibility.
- Elevated team performance through consistent coaching, feedback, and targeted training initiatives.
- Executed detailed budgeting, forecasting, and expense tracking initiatives to support F&B Director in meeting financial targets.
- Outlined position scopes and facilitated departmental hiring and onboarding processes for initial staff to ensure effective operational integration.
- Analyzed and organized data to identify performance trends, effectively reducing operational risks.
- Spearheaded innovative programs focused on strengthening employee loyalty and effectively reducing 20% of turnover.
- Analyzed existing workflows and implemented operational procedures to drive efficiency and streamline operations.
- Maintained high standards of guest service by closely tracking service quality and effectively resolving issues as they occurred.
- Analyzed sales reports to identify opportunities for enhancing sales performance.
- Enforced adherence to corporate policies, regulations, and guidelines among outlets staff to maintain a consistent brand image across all locations.
- Mediated disputes among team members, promoting collaboration and enhancing overall productivity.
- Facilitated a collaborative environment that encouraged teamwork, increased employee retention, and drew high-caliber talent to the outlets teams.
- Monitored employee attendance and punctuality, addressing recurring issues promptly to foster a culture of reliability.
- Collaborated with outlet supervisors to enhance operational efficiency through the development and implementation of new policies and procedures.
- Monitored daily cash transactions, implementing procedures to uphold accurate accounting and minimize financial discrepancies.
- Analyzed peak business hours and coordinated staff schedules to minimize customer wait times.
- Monitored and enforced compliance with company standards, health regulations, and safety protocols within each outlet.
- Developed and executed cross-training initiatives and extensive employee training programs to improve staff competencies.
- Conducted comprehensive performance evaluations to support employee growth and advancement within the organization.
- Developed and implemented quality control protocols to guarantee consistent service delivery.
- Guided staff through best practices in customer engagement and conflict resolution to improve service quality and team performance.
- Implemented streamlined inventory practices that improved product availability while decreasing over 80% waste and loss.
Assistant Restaurant Manager and Events Liason
Sand Hollow Resort and Golf
Hurricane, UT
02.2017 - 07.2024
- Oversaw daily restaurant functions, ensuring seamless collaboration between front and back of house teams to maintain high levels of guest satisfaction.
- Orchestrated public and private events, including tournaments, weddings, and large scale music festivals.
- Partnered with event coordinators and vendors to orchestrate exceptional events, ensuring every detail contributed to a memorable experience.
- Directed event logistics to optimize guest experience, focusing on effective staff scheduling, detailed menu planning, seating arrangements, and vendor coordination for gatherings exceeding 500 attendees.
- Achieved improved onboarding experiences for new team members through creating effective training programs.
- Facilitated resolution of guest complaints by providing hands-on support to staff.
- Designed and implemented procedural SOPs tailored to meet specific departmental needs and operational benchmarks.
- Engaged with culinary and management teams to craft distinctive recipes and set strategic pricing for enhanced customer appeal.
- Oversaw office supply orders, menu printing, and inventory management processes.
- Coordinated the management of POS menu item updates and developed strategic menu layouts for optimal presentation.
- Managed staff disciplinary actions, encompassing write-ups and terminations, to uphold organizational standards.
- Documented incidents in compliance with HR protocols to ensure proper reporting procedures.
- Executed comprehensive interview processes to identify and recruit long-term staff members.
- Analyzed payroll labor costs and overtime to optimize workforce efficiency.
- Managed comprehensive product ordering, facilitated vendor communication, and maintained precise inventory control.
- Developed comprehensive BEOS to streamline event execution and billing processes.
- Coordinated staffing logistics to align personnel availability with restaurant demands and event requirements.
- Ensured DABC compliance by implementing comprehensive staff training programs.
- Ensured adherence to quality standards in food and beverage preparation and storage to maintain safety and freshness.
- Reviewed and interpreted daily operational reports, focusing on menu sales trends and waste reduction strategies.
- Managed daily cash-out operations for event transactions and ensured accurate end-of-day cash deposits.
- Managed cash drawer accuracy and facilitated timely house replenishment to ensure operational efficiency.
- Executed daily and monthly inventory tracking for food and liquor, ensuring compliance with quality standards and minimizing waste.
Server to Supervisor
Wing Nutz
Saint George, UT
04.2012 - 10.2014
- Orchestrated opening operations for new business, ensuring a seamless launch.
- Managed operational workflows to facilitate effective communication and coordination among front and back of house teams.
- Supervised daily operations to ensure efficient workflow and adherence to quality standards.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows for up to 20 staff members.
- Enforced staff adherence to DABC compliance standards and delivered educational support.
- Crafted unique daily food and drink specials to enhance customer dining experience and engagement.
- Delivered efficient service while enhancing guest satisfaction through staff support.
- Oversaw maintenance of building access codes and keys, providing on-call support for access-related inquiries.
- Fostered lasting partnerships with clients to support business growth and retention.
- Trained and mentored team members on service protocols and operational procedures.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Recognized for outstanding service and leadership capabilities, resulting in rapid promotion from server to supervisor within two weeks.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
Server and Bartender
Iggys Sports Grille
Saint George, UT
06.2006 - 02.2012
- Facilitated positive guest experiences by employing strong communication skills to address needs and inquiries..
- Analyzed liquor sales data and addressed inventory discrepancies promptly to uphold accuracy and compliance.
- Acquired expertise in wine and beer pairings to assist guests in meal selection based on preferences.
- Executed sales strategies that consistently exceeded targets, facilitating advancement to bar role.
- Designed and crafted innovative cocktails to enhance customer experience and boost revenue 18%.
- Implemented efficient table turnover strategies to enhance dining efficiency during peak hours.
- Resolved customer complaints promptly, enhancing overall guest experience and loyalty.
- Conducted regular quality checks on food presentation and service speed to maintain high standards.
- Demonstrated strong multitasking skills by managing multiple bar guest and dine in tickets simultaneously without compromising quality.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
Education
Child Psychology - Entry
Dixie State University
Saint George, UT08.2003
High School Diploma -
Snow Canyon High School
St. George, UT05-2001
Skills
- Operational efficiency
- Problem-solving aptitude
- Attention to detail
- Analytical thinking
- Adaptability and flexibility
- Effective communication
- Professionalism
- Customer relations management
- Team building
- Organizational skills
- Reliability
- Multitasking
Certification
- Driver's License Present
- Food Handler Certification Present
- Bartender License Present
Languages
English
Work Preference
Location Preference
RemoteTimeline
Assistant Outlets Manager
Black Desert Resort
08.2024 - 01.2026
Assistant Restaurant Manager and Events Liason
Sand Hollow Resort and Golf
02.2017 - 07.2024
Server to Supervisor
Wing Nutz
04.2012 - 10.2014
Server and Bartender
Iggys Sports Grille
06.2006 - 02.2012
Child Psychology - Entry
Dixie State University
High School Diploma -
Snow Canyon High School