Sol J Hernandez -Avila
Granby,CO
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Assistant Manager, Server/Bartender
GGL Real State (Rockies Restaurant)
Grand Lake, CO
06.2021 - Current
- Provided customer service and assistance to customers in resolving issues and concerns.
- Assisted in the development of new processes to improve customer service efficiency.
- Coordinated with other departments to ensure customer satisfaction.
- Trained and supervised customer service staff on policies, procedures, and best practices.
- Monitored customer feedback and implemented changes based on those insights.
- Maintained accurate records of customer interactions for future reference.
- Resolved escalated complaints from customers in a timely manner.
- Analyzed customer data to identify trends and opportunities for improvement.
- Developed strategies to increase customer loyalty and retention rates.
- Reviewed billing discrepancies with customers to resolve any payment issues.
- Conducted regular performance reviews with team members to ensure quality standards are met.
- Developed training materials for new employees related to customer service protocols.
- Ensured compliance with all applicable laws, regulations, and company policies.
- Managed day-to-day operations of the Customer Service department.
- Interfaced with vendors regarding product availability or delivery issues.
- Identified areas where operational efficiencies could be improved upon.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Assigned work and monitored performance of project personnel.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Greeted frequent visitors by name and explained new promotions.
- Persuaded highly intoxicated customers to stop drinking and arranged alternative transportation.
- Monitored customer drink levels and suggested additional drink purchases at appropriate times to boost sales.
- Neatly sliced and pitted fruit for garnishing drinks.
- Studied industry trends to inform planning of bar menu and development of new drink recipes.
- Carefully inspected identification of customers to verify age requirements for purchase of alcohol.
- Arranged bottles and glasses behind bar to make attractive displays.
- Monitored bar inventory and promptly restocked low items before depletion.
- Cleaned up spills and broken glassware and safely disposed of sharp pieces.
- Organized bar supplies in stock room to support timely and efficient retrieval and replenishment.
- Made friendly conversation with customers to provide enjoyable bar experience.
- Maintained safety and sanitation standards with firm enforcement amongst bar staff.
- Described drink flavors and taste profiles to customers to help with ordering decisions.
- Measured and mixed house ingredients to prepare both custom and menu drink orders.
- Remained calm and poised during busy periods, promoting great customer service to guests.
- Greeted guests with friendliness and professionalism.
- Effectively multitasked within fast-paced environment.
- Introduced bar staff to precision pouring and waste reduction tactics to lower liquor costs.
- Stayed up-to-date on latest mixology trends, bar equipment and sanitation standards.
- Kept track of bar tabs and transferred open tabs to dining area for wait staff.
- Balanced daily registers and generated sales reports for management.
- Collected and organized daily till totals and tips.
- Completed regular bar inventories and daily requisition sheets.
- Followed alcohol awareness procedures for preventing intoxication and dealing with intoxicated guests.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Poured wine, beer and cocktails for patrons.
- Trained new bartenders on drink preparation and upselling techniques.
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Checked identification of guests to verify age requirements for alcohol purchase.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
Shift Leader/Server/Bartender
Charlie's Restaurant
Grand Lake, CO
06.2020 - 06.2021
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Monitored employee performance to ensure compliance with company policies and procedures.
- Assisted in training new employees on shift operations.
- Resolved customer complaints promptly and professionally.
- Maintained an organized work environment by delegating tasks to staff as needed.
- Inspected food preparation areas to ensure proper sanitation standards were met at all times.
- Adhered to all health code regulations while preparing food items for customers.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, floors., in order to maintain a safe and sanitary environment for customers and staff alike.
- Handled customer inquiries in a timely manner while providing accurate information regarding menu items and promotions.
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Supervised and led employees to maintain productivity and customer service levels.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Checked orders for quality and completeness.
- Maintained positive working relationship with fellow staff and management.
- Greeted guests and provided menus.
- Assisted in training new servers.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Prepared drinks according to standard recipes.
- Took orders from customers accurately and in a timely manner.
- Checked food before serving it to customers.
- Delivered food orders promptly and courteously.
- Monitored dining room for cleanliness and proper set-up at all times.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Accurately recorded orders on cash register and point-of-sale system.
- Performed opening and closing duties such as setting up the dining area, restocking supplies..
- Handled money transactions accurately while following company procedures for handling cash payments.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Upheld high standards of sanitation in accordance with health department regulations.
- Conducted regular inventory checks to maintain adequate levels of necessary supplies.
- Stayed informed about daily specials, new menu items, promotions.
- Provided exceptional service to high volume of daily customers.
- Operated POS terminals to input orders, split bills and calculate totals.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Greeted customers, answered questions and recommended specials to increase profits.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Cleaned tables and chairs to prepare dining area for next customers.
Supervisor/Kitchen/Server Assistant Manager
Model Pharmacy cafe
Albuquerque, NM
10.2018 - 05.2020
- Directed and supervised team of 15 employees in daily operations.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Created new strategies for improving customer service standards within the organization.
- Provided ongoing training to address staff needs.
- Responded to customer questions regarding products, prices and availability.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Greeted guests and took orders for food and beverages.
- Delivered food to tables in a timely manner while ensuring accuracy of the order.
- Checked on customers to ensure satisfaction with each course and addressed any concerns promptly.
- Assisted with setting up, stocking, and restocking of dining areas including silverware, glassware, condiments, napkins.
- Ensured that all dishes were properly garnished before being served to customers.
- Maintained knowledge of current menu items, prices and preparation methods.
- Bussed tables as needed including clearing dishes, wiping down surfaces, refilling drinks and resetting table settings.
- Conducted closing duties such as cleaning kitchen equipment and mopping floors at the end of shift.
- Followed health safety procedures when handling food or beverage products.
Janitorial Supervisor/Secretary to the General Manager
Evercleen company
Albuquerque , NM
07.2014 - 01.2016
- Recruited, trained, and supervised janitorial staff to ensure job duties were completed efficiently.
- Developed a system for tracking inventory of cleaning supplies and equipment.
- Monitored work performance of janitors to ensure adherence to safety regulations.
- Established schedules and assigned tasks to janitors based on workloads and priorities.
- Provided guidance and support to janitors regarding their work assignments.
- Created reports detailing daily activities, task completion times, and any incidents that occurred during shift changes.
- Ensured all janitorial staff had the proper tools and materials needed for their jobs.
- Provided ongoing training for new hires on policies, procedures, and safety protocols.
- Maintained accurate records of employee attendance, payroll information, and other data related to the department's operations.
- Implemented quality control measures for ensuring high standards of cleanliness were met at all times.
- Performed routine maintenance checks on equipment used by janitors such as mops, vacuums.
- Analyzed feedback from customers regarding satisfaction levels with the services provided by our team.
- Ensured compliance with local health codes when it came to sanitation practices within the facility.
- Trained staff to follow team standards and use efficient techniques.
- Checked quality of work regularly through inspections and official assessments.
- Kept team safe by verifying proper use of safety equipment and techniques, and correcting missteps.
- Assessed daily workloads, scheduled and planned daily assignments and oversaw numerous projects.
- Defined and monitored personnel and project schedules to ensure on-time project completion.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Composed, edited and typed complex memos and reports with job-related software.
- Coordinated travel arrangements and completed expense reports for travel reimbursement.
- Maintained office by preparing payroll, designing filing systems and reviewing and approving supply requisitions.
Kitchen/Hostess/server
High Finance Restaurant
Albuquerque, NM
05.2005 - 05.2015
- Greeted guests warmly upon arrival, seating them promptly.
- Verified reservations and wait times with customers.
- Maintained a clean and organized dining area.
- Provided menus to customers and answered questions regarding menu items.
- Assisted in preparing the restaurant for opening and closing shifts.
- Checked identification of customers prior to serving alcoholic beverages.
- Managed the waiting list, ensuring that all parties were seated in a timely manner.
- Monitored customer satisfaction levels throughout their meal experience.
- Ensured compliance with health and safety regulations at all times.
- Communicated clearly with kitchen staff regarding customer orders.
- Demonstrated strong interpersonal skills when interacting with customers.
- Accurately recorded customer information into reservation system.
- Performed light cleaning duties, such as wiping down tables or sweeping floors.
- Created an enjoyable atmosphere by engaging in friendly conversation with guests.
- Handled cash payments and reconciled daily transactions accurately.
- Resolved any customer complaints or issues quickly and professionally.
- Provided excellent customer service by addressing customer needs promptly.
- Tracked inventory of tableware, linens, condiments., ensuring adequate supply levels at all times.
- Assisted servers in bussing tables when needed during busy periods.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Greeted incoming guests to escort to assigned dining area and present menus.
- Greeted guests and gathered information to seat groups or place on waitlist.
- Built positive relationships with other front-of-house and kitchen staff.
- Stayed attentive to server availability and table turnover to quickly seat guests.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Answered telephone to provide dining information and take reservations.
- Communicated with servers about new tables, changes in food availability and customer comments.
- Greeted customers, answered questions and recommended specials to increase profits.
- Helped restaurant staff set up small and large events to coordinate smooth execution.
- Monitored dining area to assess server capacity and estimate wait times.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Accommodated guests with children and special needs to promote comfortable dining experience.
- Resolved customer service and food-related issues to maintain guest satisfaction.
- Took beverage orders and served drinks during peak meal times.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
- Explained QR code scanning for electronic menu access.
Education
Diploma - Nail Technician
Callas Beauty School
Rio Rancho, NM04-2014
High School Diploma -
Albuquerque High School
Albuquerque, NM05-1997
Skills
- Employee Performance Evaluations
- Task Delegation
- Recruiting and interviewing
- Employee Scheduling
- Product and service knowledge
- Sales monitoring
- Staff Training and Development
- Staff Supervision
- Policy Enforcement
- Employee performance evaluation
- Orientation and training
Timeline
Assistant Manager, Server/Bartender
GGL Real State (Rockies Restaurant)
06.2021 - Current
Shift Leader/Server/Bartender
Charlie's Restaurant
06.2020 - 06.2021
Supervisor/Kitchen/Server Assistant Manager
Model Pharmacy cafe
10.2018 - 05.2020
Janitorial Supervisor/Secretary to the General Manager
Evercleen company
07.2014 - 01.2016
Kitchen/Hostess/server
High Finance Restaurant
05.2005 - 05.2015
Diploma - Nail Technician
Callas Beauty School
High School Diploma -
Albuquerque High School