Summary
Overview
Work History
Education
Skills
Timeline
Shannon M Gross

Shannon M Gross

Bronx,N.Y

Summary

Engaging & Efficient Hospitality Rockstar seeking to join your team in delivering your brand of service excellence! I have worked in all types of venues, and absolutely complimented often for great personality, amazing ability, strong work ethic & solid hustle! 100% ability to multi-task, answer phones, take orders, attentively assist guests and fellow staff……all with a great big smile on my face, in my eyes and in my voice! Dependable Restaurant professional with strong background in food services. Focused on delivering exceptional customer service and encouraging repeat business. Consistently goes beyond requirements to satisfy customers and improve business operations. As part of your team, you can count on me 100% for anything you need!

Overview

8
8
years of professional experience

Work History

Counter Server/Barista/Training Supervisor

Nutmeg Café
09.2021 - 07.2023
  • Opening Daily & working in a Family-Owned Bakery Café, handling everything from serving guests, creating & packaging products for sale in-store as well as 4 farmers markets, taking special orders of baked goods & catering, building & retaining clientele with brand loyalty & developing enduring relationships with guests
  • Greeted all guests upon arrival and offered immediate assistance
  • Hiring & training new staff, establishing opening/closing protocols, cross-training FOH/BOH
  • Maintaining inventories of Joe Coffee, all baked goods, paper products, milk stock & condiments, relaying all future needs to owners for fulfillment
  • Developing relationships w/Vendors, handling payments & requests
  • Managed multiple tasks in high-volume environment
  • Processed cash, debit and credit card payments
  • Restocked counter supplies, condiments, napkins and silverware
  • Packaged and delivered to-go orders and trays for guests leaving restaurant
  • Provided responsive, exceptional service to customers by answering questions, making recommendations, providing samples and responding to requests
  • Helped customers choose items based on menu options, dietary needs and preferences
  • Addressed guest complaints and resolved issues to promote satisfaction
  • Reconciled cash drawer and corrected any errors
  • Updated displays, cases and other customer-facing areas to promote and showcase new items
  • Met upsell goals consistently for desserts, drinks and special menu items
  • Sadly, Nutmeg closed its doors on Sunday July 16th, devastating our staff & the community we served

FOH Supervisor/Trainer

Mercato Roman Pizza Works/ The Filling Station Roadside Burger Stand
03.2020 - 09.2021
  • Manage a staff of 30 in a 3 Restaurant Complex w/an Artisanal Pizzeria, a Roadside Burger Stand, and a quaint, high-ceilinged Bakery Cafe with ample indoor/outdoor seating, craft beers, pastries, full breakfast, soups, lunch and dinner special menus
  • Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations
  • Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees
  • Responsible for all of the beverage ordering/inventory, FOH scheduling, in-house & off-site catering, weekly numbers as well as leading a crew on extremely high volume shifts
  • Inspected stocks to identify shortages, replenish supply and maintain consistent inventory
  • Analyzed customer feedback and implemented strategies to improve customer satisfaction
  • Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues
  • Tracked kitchen performance metrics to monitor progress and identify areas for improvement
  • Located along scenic Rte 9W, the Market is a haven for cycling enthusiasts year round.

Server/Trainer/Bartender

Wahlburgers NYC
01.2017 - 03.2020
  • Opening the 15th location of Wahlburgers on the UES in NYC
  • I was sent to Boston for 8 weeks of corporate training at the flagship Fenway location
  • Developed relationships with guests, creating a large loyal clientele
  • Training of every server & bartender on staff, filled in as an FOH Mgr
  • Cultivated warm relationships with regular customers & training new staff to do the same
  • Set positive tone for entire dining experience as first point of contact for incoming guests
  • Serving & running the floor for very successful shifts in an extremely high volume location, averaging about $125k a week in sales
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs
  • Unfortunately, the franchise holder closed its doors in the beginning of the NYC Lockdown & never reopened.

Cafe Lead - 1yr Contract

Google NYC
01.2016 - 01.2017
  • Chobani Cafe - Cafe Server, (required to sign a 1yr contract w/Google)
  • Served & managed a Chobani Cafe within the 8th Ave Google Campus w/a staff of 10 daily
  • Prepare & serve a light Breakfast/Lunch menu featuring local sustainable products, a barista-staffed coffee bar and hosted an open bar daily from 3-7 for the Googlers
  • Trained and supervised new staff to enhance customer service skills and comply with food safety standards
  • Maintained compliance with company policies and procedures for food safety, sanitation, and quality
  • Developed and implemented customer service standards and best practices to enforce compliance and meet criteria requirements

Education

East Stroudsburg University of Pennsylvania, East Stroudsburg, PA

Skills

  • Excellent Work Ethic
  • High-Volume Environments
  • Guest Satisfaction/Guest Experiences
  • Suggestive Selling/Upselling Strategies
  • Customer Assistance
  • Advising & Coaching
  • Inventory & Ordering Procedures
  • POS Inventory System Operation
  • Promotional Materials
  • Managing Multiple Tasks
  • Health Department Regulations
  • Servsafe Certified

Timeline

Counter Server/Barista/Training Supervisor - Nutmeg Café
09.2021 - 07.2023
FOH Supervisor/Trainer - Mercato Roman Pizza Works/ The Filling Station Roadside Burger Stand
03.2020 - 09.2021
Server/Trainer/Bartender - Wahlburgers NYC
01.2017 - 03.2020
Cafe Lead - 1yr Contract - Google NYC
01.2016 - 01.2017
East Stroudsburg University of Pennsylvania - ,

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Shannon M Gross