Susan FLetcher
Winslow,ME
Summary
Results-oriented professional with strong leadership and teamwork skills in the hospitality industry. Experienced in coordinating staff, resolving guest complaints swiftly, and building lasting relationships. Aiming to leverage expertise in operations management to enhance customer satisfaction and team performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Governor's Restaurant & Bakery
08.2017 - Current
- I have been the Assistant General Manager for the past 9 years.
- Experience with payroll, fixing time cards, and scheduling.
- A firm believer in showing up on time and working hard.
- Built strong relationships with our customers and employees
- Can follow and give clear directions
- Can identify problems and help resolve them quickly.
- Can accurately take payments for orders.
- Knowledge of reconciling the day payments and invoices.
- Knowledge of doing Daily Deposits
- Knowledge of Microsoft office (Excel- 5+ years)
- Very time driven.
- Coordinated scheduling to ensure adequate staffing during peak hours and events.
- Training staff to ensure that the job that they are assigned to is done properly.
- Quickly and promptly resolving guest complaints in a timely manner to improve guest satisfaction both face to face and over the phone.
- Knowledge of inventory practices.
- Followed systems in place to make sure that operations ran smoothly.
- Serve Safe certified for the past 20 years.
- Scheduled repairs with the appropriate vendors when needed.
- Strong leadership skills
- Ability to work under pressure
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Line Cook
Governor's Restaurant & Bakery
05.2009 - Current
- Line Leader
- Serve Safe Certified
- Food cost and Labor Control
- Mentored new and veteran staff
- Took ownership of mistakes when they happened, but let my team take the praise when given.
- Set up systems for cleaning and stocking the line
- Attended weekly store level leadership meetings and monthly Corporate leadership meetings.
- Communicated with the General Manager when equipment was down.
- Followed policies and help others accountable to do so also.
- Created an environment that my team was excited to work in.
- Gave constructive feedback to teammates when needed at the end of the shift.
- Thrives under pressure, making sure that each plate was right to ensure guest satisfaction.
- Very time oriented, always trying to keep ticket times under 15 minutes.
- Always on time and will stay until the job is done.
- Communicated with the front of house staff to ensure that all guest needs were taken care of.
Education
Culinary - Culinary Arts
Washington County Community College
Calais, ME05-2009
Skills
- Staff management
- Inventory control
- Operations management
- Staff development
- Problem Solving
- Leadership experience
- Serve Safe
- Sales
- Customer Relations
- Microsoft Office
- Teamwork and Collaboration
- Payroll and time cards
- Daily deposits
- Delegating work
- Scheduling
- Employee reviews
Accomplishments
Serve Safe Certification for 20 years
Certification
Serve Safe
Culinary Arts
Languages
English
Native or Bilingual
Timeline
Assistant General Manager
Governor's Restaurant & Bakery
08.2017 - Current
Line Cook
Governor's Restaurant & Bakery
05.2009 - Current
Culinary - Culinary Arts
Washington County Community College