Terra Gravitt
F&B Manager
Austin,TX
Summary
Customer-oriented General Manager with 30 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Lead Bartender
Albert Hotel
Fredericksburg , Texas
03.2024 - Current
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
- Resolved customer complaints promptly and professionally, preserving positive relationships between the business and its clientele.
- Trained new bartenders on company policies, drink recipes, and customer service best practices to maintain consistent performance across the team.
- Upsold daily specials and beverage promotions to exceed daily sales goals.
- Maintained a clean and well-organized bar area, ensuring compliance with sanitation standards and enhancing guest experience.
- Enhanced customer satisfaction by providing exceptional service and crafting high-quality beverages.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Collaborated with management to create enticing promotions for special events and holidays, driving increased foot traffic to the establishment.
- Assisted in menu development, incorporating seasonal flavors and trends into popular craft cocktails.
- Managed cash handling procedures accurately, reducing discrepancies in daily financial reports.
- Developed a loyal customer base by fostering an engaging and welcoming atmosphere for patrons.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Closed out cash register and prepared cashier report at close of business.
- Safeguarded legal compliance by enforcing responsible alcohol consumption policies and verifying age requirements as needed.
Restaurant Manager
Maiko Sushi
09.2021 - Current
- Schedule and manage a small staff of 7
- Maintain all communications through text program with Front of House
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Developed, implemented, and managed business plans to promote profitable food and beverage sales.
- Coordinated catering services for private events, delivering memorable experiences while maximizing profits.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Boosted customer satisfaction, introducing customer feedback system to address and rectify concerns promptly.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Reconciled cash and credit card transactions to maintain accurate records.
- Correctly calculated inventory and ordered appropriate supplies.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Fostered an inclusive atmosphere with open communication channels for all employees to voice concerns or suggestions freely.
- Mentored and developed staff members for career advancement opportunities, leading to a more skilled and motivated workforce.
- Maintained meticulous financial records, enabling accurate budgeting and financial planning.
- Monitored daily operations to ensure seamless service delivery, addressing any issues promptly.
- Negotiated with suppliers to secure better pricing, improving restaurant's profit margins.
- Improved operational efficiency by implementing more effective table management system.
- Collaborated with kitchen staff to streamline order preparation processes, reducing wait times for customers.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
Event Staff Coordinator/Scheduler
W3 Event Specialists
08.2019 - 04.2021
- Streamlined the scheduling process for more efficient time management and improved employee satisfaction.
- Maintained accurate personnel records for all employees, ensuring confidentiality while adhering to legal requirements.
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Oversaw recruitment efforts to attract top talent, leading to an increase in overall staff quality and skill sets.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Worked with manager and supervisor to plan and coordinate production schedules.
- Optimized workflow by prioritizing tasks based on urgency and aligning staff assignments accordingly.
- Fostered a positive work environment by addressing employee schedule concerns in a timely manner and with empathy.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Reduced employee overtime costs by closely monitoring work hours and strategically adjusting schedules as needed.
- Streamlined communication between departments for improved schedule adherence and reduced conflicts.
- Collaborated with team members to develop contingency plans for unexpected staff absences or schedule changes.
- Coordinated training sessions for new hires, ensuring seamless integration into the team''s scheduling processes.
- Managed complex scheduling software, leading to reduction in double bookings and scheduling conflicts.
- Contributed to team success by providing backup scheduling support during peak times.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Coordinated cross-departmental projects, ensuring timely completion and integration of initiatives.
Bar Manager/Head Bartender
Maiko Sushi Lounge
03.2014 - 09.2020
- Closed out cash register and prepared cashier report at close of business.
- Created a welcoming atmosphere, fostering a loyal customer base and repeat business.
- Oversaw maintenance tasks for the bar area, ensuring a clean and safe environment for patrons at all times.
- Mentored and trained staff members to ensure exceptional customer service standards.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
- Introduced new cocktails to the menu based on market research that became popular choices amongst customers.
- Streamlined inventory management for optimal stock levels and reduced waste.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
- Developed strong relationships with suppliers, negotiating favorable terms and pricing.
- Guaranteed optimal beverage stock by assessing inventory and collaborating with owners for corrective action planning to limit expenses.
- Recruited, hired and trained staff on bar practices, customer service standards, and productivity strategies, resulting in long-term employees
Level II Technical Support
teleNetwork
03.2009 - 02.2017
- Answered all non-resolved, escalated Level 1 tech calls
- Escalated calls to Level 3 Technicians
- Worked remotely answering incoming phone calls and chat support
- Promoted to Mentor Team to train new Level 1 TSR.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
Education
Associate of Applied Science - Forensics
Everest University-South Orlando
Orlando, FL01.2015
High school diploma -
Aston Academy
05.1994
Skills
- Bartending
- Guest Services
- Customer Service
- Technical Support
- Restaurant Management
- Help Desk
- Restaurant Experience
- Call Center
- Catering
- Serving Experience
- Microsoft Outlook
- Desktop Support
- Network Support
- LAN
- Operating Systems
- Suggestive Selling
- Staff Management
- Inventory
- Employee Coaching
- Cleanliness standards
- Strong teamwork
- Food safety awareness
- Reliability and punctuality
- Initiative and Self-Motivation
- Problem-solving skills
- Team Supervision
Certification
Texas Food Safety Manger Certification # TX-FM-269528
TABC Certified
Assessments
- Teamwork: Interpersonal Skills, 07/20, Highly Proficient
- Customer focus & orientation, 07/21, Proficient
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Lead Bartender
Albert Hotel
03.2024 - Current
Restaurant Manager
Maiko Sushi
09.2021 - Current
Event Staff Coordinator/Scheduler
W3 Event Specialists
08.2019 - 04.2021
Bar Manager/Head Bartender
Maiko Sushi Lounge
03.2014 - 09.2020
Level II Technical Support
teleNetwork
03.2009 - 02.2017
Associate of Applied Science - Forensics
Everest University-South Orlando
High school diploma -
Aston Academy
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