Stephanie Mapes
Cincinnati,Ohio
Summary
Dynamic Assistant General Manager at Buffalo Wild Wings with a proven track record in operations management and staff development. Enhanced customer satisfaction through effective training and strategic planning, leading to improved service quality. Skilled in inventory control and team leadership, fostering a collaborative environment that drives business growth and employee retention.
Overview
14
14
years of professional experience
Work History
Assistant General Manager
Buffalo Wild Wings
Cincinnati OH
01.2021 - Current
- Assisted in daily operational tasks to ensure smooth business operations.
- Supported team in implementing customer service initiatives to enhance guest satisfaction.
- Coordinated training sessions for new staff, fostering a learning environment.
- Managed scheduling and staffing needs to optimize labor efficiency.
- Contributed to inventory management by tracking supplies and placing orders as needed.
- Helped maintain compliance with health and safety regulations throughout the facility.
- Collected customer feedback to identify areas for service improvement and employee training.
- Collaborated with management on promotional strategies to increase customer engagement and sales.
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
Service Manager
Buffalo Wild Wings
Cincinnati, OH
02.2020 - 01.2022
- Supervised daily operations, ensuring efficient service delivery and optimal guest experiences.
- Trained and mentored staff on customer service protocols and operational procedures.
- Implemented inventory management systems to streamline supply ordering and reduce waste.
- Analyzed customer feedback to identify areas for improvement in service quality.
- Coordinated staff schedules to meet peak demand while maintaining labor cost efficiency.
- Developed training materials that enhanced onboarding processes for new employees.
- Collaborated with kitchen staff to ensure menu accuracy and timely food preparation.
- Led weekly team meetings to drive communication, set goals, and improve performance standards.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Negotiated with vendors to secure best prices for parts and supplies.
Shift Manager
Buffalo Wild Wings
Cincinnati, OH
02.2020 - 01.2021
Server
Buffalo Wild Wings
Cincinnati, OH
01.2012 - 01.2021
- Provided exceptional customer service, ensuring a positive dining experience for all guests.
- Managed food and beverage orders efficiently, adhering to restaurant standards.
- Collaborated with kitchen staff to ensure timely delivery of meals and accuracy of orders.
- Maintained cleanliness and organization of dining area, enhancing overall restaurant atmosphere.
- Assisted in training new team members on service protocols and menu knowledge.
- Adapted to fast-paced environments, managing multiple tables and guest requests simultaneously.
- Resolved guest complaints promptly, fostering a welcoming environment and customer loyalty.
- Supported inventory management by tracking stock levels and assisting with restocking supplies as needed.
- 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.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- 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.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- 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.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
Bartender
Buffalo Wild Wings
Cincinnati, OH
01.2016 - 01.2020
- Provided exceptional customer service by engaging with guests and ensuring satisfaction.
- Prepared and served a variety of alcoholic and non-alcoholic beverages to meet diverse customer preferences.
- Maintained cleanliness and organization of the bar area, adhering to health and safety standards.
- Assisted in training new staff on drink recipes, service protocols, and company policies.
- Managed inventory levels, restocked supplies, and communicated shortages to management promptly.
- Handled cash transactions accurately while ensuring proper cash handling procedures were followed.
- Collaborated with kitchen staff to coordinate food and beverage orders for seamless service delivery.
- Resolved guest complaints efficiently, demonstrating strong problem-solving skills and commitment to guest satisfaction.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Supported special events through attentive service, adapting quickly to varying needs of guests or clients.
- Obtained cash bank and stocked service bar to prepare for operation.
Cashier
Buffalo Wild Wings
Cincinnati, OH
01.2013 - 01.2020
- Processed customer transactions efficiently, ensuring accuracy in cash handling and change distribution.
- Assisted customers with menu selections, providing excellent service and product knowledge.
- Maintained cleanliness and organization of front counter and dining area to enhance customer experience.
- Collaborated with team members to streamline order fulfillment during peak hours, improving service speed.
- Handled customer inquiries and resolved complaints promptly to ensure satisfaction and repeat business.
- Monitored inventory levels, communicated restocking needs to management, supporting operational efficiency.
- Trained new employees on register operations and customer service protocols, fostering a supportive team environment.
- Implemented best practices for cash drawer reconciliation at end of shifts, enhancing financial accuracy.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Education
High School Diploma -
Colerain High School
Cincinnati, OHNursing
Butler Tech
Cincinnati, OH06.2014
Skills
- Staff management
- Inventory control
- Operations management
- Staff development
- Employee relations
- Food safety and sanitation
- Team leadership expertise
- Training and development background
- Employee scheduling
- Customer relationship management (CRM)
- Operations oversight
- Budget control
- Business development
- Human resources
- Sales techniques
- Strategic planning skill
- Process improvements
- Sales forecasting
- Vendor relationship management
- Financial reporting
- Customer retention
- Workflow coordination
- Menu development
- Process improvement
- Sales coaching
- Resource allocation
- Program administration
- Business operations
- Financial leadership
- Team leadership strength
- Training and development skill
- Promotions implementation
- Budgeting and cost control
- Teamwork and collaboration
- Customer service
- Staff hiring
- Effective leader
- Customer service management
- Staff training/development
- Scheduling
- Employee motivation
- Hiring and onboarding
- Schedule management
- Decision-making
- Team leadership
- Inventory management
- Customer relations
- Inventory tracking and management
- Strategic planning
- Payroll administration and timekeeping
- Training management
- Relationship building
- Management team building
- Quality assurance
- Recruitment
- Employee development
- Administrative management
- Delegating work
- Staff scheduling
- Policy development and enforcement
- Cost analysis and savings
- P&L management
- Sales tracking
- Performance evaluation and monitoring
- Cost control
- Performance improvement
Timeline
Assistant General Manager
Buffalo Wild Wings
01.2021 - Current
Service Manager
Buffalo Wild Wings
02.2020 - 01.2022
Shift Manager
Buffalo Wild Wings
02.2020 - 01.2021
Bartender
Buffalo Wild Wings
01.2016 - 01.2020
Cashier
Buffalo Wild Wings
01.2013 - 01.2020
Server
Buffalo Wild Wings
01.2012 - 01.2021
High School Diploma -
Colerain High School
Nursing
Butler Tech