Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sue Nepi

Newark,DE

Summary

Dynamic hospitality professional with extensive experience at White Clay Creek, excelling in customer service and effective multitasking. Proven ability to enhance guest satisfaction through proactive communication and attention to detail. Skilled in reservations management and upselling, fostering positive relationships that drive repeat business and elevate dining experiences.

Overview

18
18
years of professional experience

Work History

Hostess

White Clay Creek (at the Rail)
02.2024 - 03.2025
  • Answered customer questions about hours, seating, and menu information.
  • Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Assisted in training new host staff, sharing best practices for maintaining a professional demeanor and efficient work habits.
  • Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
  • Answered phone calls to take orders, give information and document reservations.
  • Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
  • Seated patrons based on guest preferences and seating availability.
  • Rearranged tables and chairs for large parties and retrieved high chairs for children.
  • Promoted business loyalty by fostering positive customer relationships.
  • Advised customers about special offerings and menu items to help drive sales.

Professional Poker Dealer

Horseshoe Casino Baltimore
07.2014 - 07.2023
  • Managed poker tables with strong attention to detail, ensuring smooth gameplay for all participants.
  • Contributed to a positive gaming atmosphere by providing exceptional customer service to players of all skill levels.
  • Enforced casino rules and regulations, promoting fair play among customers.
  • Increased table revenue by accurately tracking time played, rake, and tips during each shift.
  • Maintained a high level of concentration while multitasking in a fast-paced environment, ensuring seamless gameplay for patrons.
  • Promoted responsible gambling practices among patrons in accordance with company guidelines and industry best practices.
  • Exceeded customer expectations through friendly interactions while maintaining focus on managing game play.
  • Promoted dialogue between players to support positive customer experience and engaged individuals or groups in game-related conversations to verify understanding of rules and player expectations.
  • Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
  • Supported fellow dealers through teamwork and collaboration during peak times or when additional assistance was needed at tables.
  • Improved customer relations by effectively addressing player concerns and resolving disputes promptly.
  • Answered players questions and resolved disputes to provide excellent customer service.
  • Monitored players behavior, taking appropriate action against rule violations.
  • Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
  • Welcomed customers and established immediate rapport to encourage gameplay.

Banquet Bartender

Delaware Park
02.2007 - 02.2013
  • Prepared for events by setting up bar, stocking supplies, and arranging tables.
  • Responded to guest questions and requests with friendly and knowledgeable service.
  • Contributed to successful events by setting up mobile bars in various locations according to event specifications.
  • Set up glassware, liquor, and other necessary supplies for special events.
  • Collaborated with banquet staff to ensure seamless event execution, resulting in increased client satisfaction and repeat business.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Ensured proper glassware was used for each cocktail type, demonstrating attention to detail that elevated guest experience levels.
  • Assisted in menu planning and drink selection for themed events, resulting in unique experiences for clients and their guests.
  • Enhanced guest satisfaction by providing exceptional bartending services and maintaining a clean, organized bar area.
  • Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
  • Increased beverage sales by demonstrating extensive knowledge of drink recipes and suggesting popular cocktail choices.
  • Fostered an environment of teamwork among bar staff and other event personnel, ensuring smooth communication and cooperation throughout each function.
  • Promoted positive customer experiences with attentive service, engaging conversations, and strong problem-solving skills.
  • Prepared wide variety of mixed drinks by applying extensive cocktail knowledge.
  • Developed rapport with guests through personalized service that met individual preferences while adhering to company guidelines.
  • Recommended appropriate wines for individual tastes and food selections.

Education

Associate of Arts - Marketing And Management

Delaware Technical Community College
DE
06-2006

Skills

  • Customer service
  • Effective multitasking
  • Patience and empathy
  • Phone etiquette
  • Customer service expertise
  • Detail-oriented
  • Interactive communication skills
  • Greeting guests
  • Hospitality service expertise
  • Complaint handling
  • Efficient collaboration
  • Guest relations
  • Upselling
  • Reservation coordination
  • Reservations management
  • Dining room management
  • Menu presentation

Timeline

Hostess

White Clay Creek (at the Rail)
02.2024 - 03.2025

Professional Poker Dealer

Horseshoe Casino Baltimore
07.2014 - 07.2023

Banquet Bartender

Delaware Park
02.2007 - 02.2013

Associate of Arts - Marketing And Management

Delaware Technical Community College

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Sue Nepi