Susan Douglass
Bay Village,OH
Summary
Energetic professional in hospitality management, known for high productivity and efficiency in task completion. Possess specialized skills in customer service, conflict resolution, and time management. Excel at communication, teamwork, and adaptability, ensuring smooth operations and positive guest experiences in fast-paced environments.
Overview
30
30
years of professional experience
Work History
Hostess
BJ's Brewhouse
North Olmsted, OH
02.2024 - 03.2025
- Managed guest expectations by relaying information regarding hours, wait times and specials.
- Demonstrated strong interpersonal skills when interacting with customers.
- Created an enjoyable atmosphere by engaging in friendly conversation with guests.
- Performed regular restroom checks to restock supplies and handle minor cleaning.
- Collected reservation information and communicated updates to guests via mobile device or in-person.
- Greeted guests and gathered information to seat groups or place on waitlist.
- Tracked seated guests and available seating using computer-based and mobile reservation software.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Distributed menus to guests, led to tables and gave initial information about service staff or specials.
- Greeted guests upon arrival and escorted them to their tables.
- Answered phones promptly to record and confirm reservations.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
Hostess
Bonefish Grill
Westlake, OH
09.2023 - 02.2024
- Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
- Demonstrated strong interpersonal skills when interacting with customers.
- Created an enjoyable atmosphere by engaging in friendly conversation with guests.
- Performed regular restroom checks to restock supplies and handle minor cleaning.
- Collected reservation information and communicated updates to guests via mobile device or in-person.
- Tracked seated guests and available seating using computer-based and mobile reservation software.
- Answered telephone to provide dining information and take reservations.
- Distributed menus to guests, led to tables and gave initial information about service staff or specials.
- Greeted guests upon arrival and escorted them to their tables.
- Managed the waiting list, ensuring that all parties were seated in a timely manner.
- Greeted customers and provided them with menus.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
Hostess
Fat Head's Brewery
North Olmsted, OH
02.2021 - 09.2023
- Directed patrons to lounges and waiting areas.
- Managed guest expectations by relaying information regarding hours, wait times and specials.
- Helped restaurant staff set up small and large events to coordinate smooth execution.
- Communicated with servers about new tables, changes in food availability and customer comments.
- Demonstrated strong interpersonal skills when interacting with customers.
- Created an enjoyable atmosphere by engaging in friendly conversation with guests.
- Performed regular restroom checks to restock supplies and handle minor cleaning.
- Collected reservation information and communicated updates to guests via mobile device or in-person.
- Greeted guests and gathered information to seat groups or place on waitlist.
- Tracked seated guests and available seating using computer-based and mobile reservation software.
- Answered telephone to provide dining information and take reservations.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Distributed menus to guests, led to tables and gave initial information about service staff or specials.
- Took reservations from patrons by phone or online.
- Accurately recorded customer information into reservation system.
- Developed long-term relationships with customers to increase opportunities for repeat business.
Server and Hostess
Great Lakes Brewing Co
Cleveland, OH
02.1995 - 09.2021
- Satisfied customers by topping off drinks and offering condiments, napkins and other items.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Assisted in training new servers.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Upheld high standards of sanitation in accordance with health department regulations.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Explained menu items, describing ingredients and cooking methods upon request.
- Promoted desserts, appetizers, and specialty drinks to optimize sales.
- Operated POS terminals to input orders, split bills and calculate totals.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
Education
University of Toledo
Toledo, OHCuyahoga Community College
Cleveland, OHSkills
- Customer communication
- Waitlist management
- Menu distribution
- Mobile reservation software
- Interpersonal skills
- Seating arrangements
Timeline
Hostess
BJ's Brewhouse
02.2024 - 03.2025
Hostess
Bonefish Grill
09.2023 - 02.2024
Hostess
Fat Head's Brewery
02.2021 - 09.2023
Server and Hostess
Great Lakes Brewing Co
02.1995 - 09.2021
University of Toledo
Cuyahoga Community College
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