Steven Spikes
Guest Environment Expert
Cleveland,OH
Summary
Dynamic professional with extensive experience in food service and guest relations at Ritz-Carlton. Recognized for exceptional teamwork and a customer service focus, I consistently enhanced event success through adaptive problem-solving and clear communication. Proven ability to train staff effectively, contributing to improved service standards and overall guest satisfaction.
Overview
30
30
years of professional experience
Work History
Banquet Server
Ritz-Carlton
2015 - Current
- Handled food and beverage orders for up to Number guests, delivering prompt and friendly service.
- Set up banquet tables and chairs based on event requirements.
- Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large-scale events.
- Enhanced customer satisfaction by providing efficient and friendly service during banquet events.
- Provided friendly, courteous service to create memorable moments for guests.
- Carried out professional service, retaining polite and friendly approach at all times.
- Increased overall event success by anticipating guests'' needs and promptly addressing requests or concerns.
- Worked with banquet manager to coordinate event set up and schedule.
- Assisted in setting up the event space, ensuring proper table arrangements and placement of utensils for seamless guest experience.
- Adapted to last-minute changes in event schedules or requirements, effectively modifying plans and maintaining service quality without any negative impact on guest experience.
- Adhered to all health and safety regulations while serving food and beverages.
- Supported event coordinators by actively participating in pre-event meetings, discussing setup requirements, and establishing clear communication channels.
- Delivered outstanding service even during peak hours or challenging circumstances, receiving commendations from both clients and supervisors alike.
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Arranged linens and table settings according to seating plan and event theme.
- Answered guest questions about event plans and food service choices.
- Maintained a clean and organized dining area for optimal guest comfort and enjoyment.
- Handled special dietary requests, ensuring all guests received appropriate meals according to their preferences or restrictions.
- Ensured timely food delivery by effectively communicating with kitchen staff and coordinating efforts.
- Managed multiple tasks simultaneously while maintaining composure under pressure in fast-paced banquet environments.
- Contributed to positive guest feedback by consistently delivering high-quality service in a professional manner.
- Performed opening and closing duties for banquet hall, following checklist to restock supplies and clean up all service areas.
- Completed post-event tasks such as cleaning, breakdown, and inventory management to prepare for future banquets efficiently.
- Provided exceptional assistance in training new banquet servers, sharing valuable industry knowledge and best practices for efficient service delivery.
- Received praise from management for consistently exhibiting a positive attitude towards work responsibilities despite long shifts or demanding schedules often associated with the industry.
Assistant Manager
Winking Lizard Tavern
2012 - 2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Generated repeat business through exceptional customer service.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Increased sales through effective merchandising strategies and targeted promotions.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated team-building activities, enhancing team cohesion and morale.
- Oversaw daily operations to maintain store cleanliness and organization.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Analyzed sales data to identify trends and adjust inventory orders accordingly.
- Coordinated with vendors for timely inventory replenishment, ensuring product availability.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Implemented staff training programs to elevate service standards and knowledge.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
Certified Trainer
Longhorn Steakhouse
2007 - 2013
- Monitored participant workflow and behaviors throughout training process.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Conducted post-training follow-ups with participants to ensure proper knowledge transfer and application on the job site.
- Provided ongoing support for certified individuals, offering guidance as they navigated new challenges in their professional roles.
- Documented attendance, participation, and progress.
- Maintained organization of documents, materials, and equipment.
- Consistently received high ratings on trainer evaluations, reflecting a strong commitment to excellence in education and professional development.
- Increased trainee performance by implementing practical, hands-on activities during training sessions.
- Provided coaching and mentoring to employees.
- Analyzed and evaluated training effectiveness and program outcomes.
- Established and maintained quality control standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Trained and mentored Number new personnel hired to fulfill various roles.
- Developed job-specific competencies and performance standards.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Developed and implemented successful onboarding program.
- Built and maintained professional relationships with vendors and suppliers.
- Developed lesson plans, instructional materials and written practice tests for Type and Type training courses.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Designed and delivered web-based, self-directed learning materials.
- Worked with vendors to customize courseware to accommodate business needs.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring Number%.
- Wrote contracts for company employees, working towards satisfactory agreement between executives, employees and personal goals.
- Wrote training manuals for Type employees and Type positions according to strict company guidelines and Type protocols.
- Used Software to design training for Type employees and increase company retention and productivity rates Number%.
Education
GED - Academics
Shaw High School
East Cleveland08-1996
Skills
Clear communication
Food service
Guest relations
Dining area maintenance
Proper food handling
Customer service focus
Strong teamwork
Table setting
Customer service
Positive attitude
Problem-solving
Time management
Cooking
Adaptive problem solving
Beverage preparation
Cleaning and sanitizing
Room teardown
Decision-making
Timeline
Banquet Server
Ritz-Carlton
2015 - Current
Assistant Manager
Winking Lizard Tavern
2012 - 2014
Certified Trainer
Longhorn Steakhouse
2007 - 2013
GED - Academics
Shaw High School