Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shannon L. Kayser

Schenectady,NY

Summary

Experienced Customer Service Representative in the food and beverage industry with a proven 20-year track record. Dedicated team player known for bringing an upbeat and positive attitude to every interaction. Demonstrated expertise in establishing rapport with clients, fostering trust, and ensuring customer satisfaction. Driven by a passion for contributing to company success and delivering exceptional customer service. Highly articulate, enthusiastic, and results-oriented individual with a genuine commitment to building relationships, cultivating partnerships, and driving business growth. Confident that my personality and resume will effectively showcase my value to potential employers.

Overview

18
18
years of professional experience

Work History

Lead Server / Bartender

Colgate Inn
09.2024 - Current
  • Managed high volume dining periods with effective time management and strong multitasking abilities.
  • Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
  • Cultivated warm relationships with regular customers.
  • Oversaw daily operations of service team, delegated tasks, and trained new staff.
  • Implemented upselling techniques to boost average check size while still prioritizing guest satisfaction.
  • Mentored new servers, sharing best practices for exceptional service and fostering a positive work environment.
  • Collaborated with managers on employee scheduling needs, helping maintain optimal coverage during peak hours without sacrificing quality of service.
  • Inspected FOH stock to identify shortages, replenish supply and maintain consistent inventory.
  • Kept register accurate through correct billing, payment processing, and cash management practices.
  • Coordinated large group reservations, working closely with event planners to ensure seamless execution of special occasions.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.

Server / FOH Manager

Quack's Village Inn
09.2006 - 09.2023
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.

Server

Killino's Riverside Diner
06.2016 - 03.2020
  • Consistently delivered exceptional customer service by quickly and efficiently clearing restaurant tables.
  • Actively complied with all heath department regulations and rectified issues immediately.
  • Completed opening and closing checklists accordingly to set standards.
  • Skillfully anticipated and addressed guests’ service needs.
  • Served an average of 150 patrons daily.
  • Managed closing duties, including restocking items and reconciliation of the cash drawer.
  • Immediately resolved complaints from guests by listening to guests and notifying restaurant management when needed.
  • Supported other areas of the restaurant as necessary, such as setup, cleanup, prep work and equipment maintenance.

Waitress

Boulevard Diner
04.2016 - 06.2018
  • Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
  • Planned and executed daily menu boards and specials.
  • Consistently delivered exceptional customer service by quickly and efficiently clearing restaurant tables.
  • Discussed menu items and dietary concerns, noted special requests and suggested appetizers or other additional items to meet upsell goals.
  • Completed opening and closing checklists according to set standards.
  • Diligently cleaned, sanitized, and organized food speed racks, food bins, dry storage racks, and chemical storage room.
  • Quickly and thoroughly swept and mopped floors, removed trash, and cleaned and stocked restrooms.
  • Skillfully anticipated and addressed guests’ service needs.
  • Politely answered phones promptly and recorded and confirmed reservations.
  • Helped bus tables and prepare for next guests.
  • Discussed alternative selections with the chefs for guests who had food allergies or required gluten free selections.
  • Correctly calculated charges, issued bills, and collected payments.
  • Provided friendly and courteous service to all guests.

Education

General

Utica College
Utica, NY

High School Diploma - High Honors

Madison Central School
Madison, NY
2008

Skills

  • Highly responsible and reliable
  • Point of Sale (POS) system operation
  • Exceptional interpersonal skills
  • Extensive hospitality background
  • High-volume dining
  • Upbeat, outgoing and positive
  • Mathematical aptitude
  • Master of sales techniques
  • Food safety understanding
  • Works well under pressure
  • Food and beverage specialist

Timeline

Lead Server / Bartender

Colgate Inn
09.2024 - Current

Server

Killino's Riverside Diner
06.2016 - 03.2020

Waitress

Boulevard Diner
04.2016 - 06.2018

Server / FOH Manager

Quack's Village Inn
09.2006 - 09.2023

High School Diploma - High Honors

Madison Central School

General

Utica College

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Shannon L. Kayser