DANA LEWIS
Miami
Summary
Personable Hospitality Specialist with 21 years of success in guaranteeing customer satisfaction through personable reservation services and attendance to guests' needs. Adept at promptly assisting customers by uncovering preferences. Passionate about providing upbeat and friendly service, resulting in consistent return customers.
Overview
36
36
years of professional experience
Work History
Restaurant Hospitality Manager
P.F. Chang's
10.2022 - Current
- Build sales and maximize financial success
- Ensure guest satisfaction through unforgettable service
- Increased restaurant revenue by optimizing table turnover rates and enhancing menu offerings.
- Followed procedures and operational standards
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Responsible for opening and closing shifts.
- Increased customer service ratings significantly through personable service.
- Promoted a positive work environment fostering teamwork among employees across all positions within the establishment.
- Upheld brand reputation through strict adherence to corporate policies and guidelines relating to guest interactions and facility maintenance.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Reconciled cash and credit card transactions to maintain accurate records.
- Correctly calculated inventory and ordered appropriate supplies.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Coordinated catering services for private events, delivering memorable experiences while maximizing profits.
- Motivated staff to perform at peak efficiency and quality.
Restaurant Lead
P.F. Chang's
10.2020 - 10.2022
- Lead, coach, and train team
- Promote a fun and positive family-style work environment
- Upheld high standards of cleanliness for both front-of-house areas as well as back-of-house kitchens maintaining an orderly workspace conducive to productivity.
- Streamlined restaurant operations with effective communication between front-of-house and kitchen staff.
- Increased team efficiency by implementing new scheduling and task delegation strategies.
- Enhanced staff morale through regular feedback sessions, recognition programs, and team-building activities.
- Promoted a positive work atmosphere by proactively resolving conflicts within the team through mediation and clear communication.
- Led pre-shift meetings discussing daily goals, special requests or reservations ensuring smooth operations throughout service hours.
- Provided direct supervision over hospitality team
- Ensured guest satisfaction in the absence of management team
- Followed procedures and operational standards
- Responsible for opening and closing shifts.
Server/Bartender/Trainer
P.F. Chang's
03.2015 - 10.2020
- Upheld standards & procedures daily
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Increased sales significantly by upselling higher-end products to customers.
- Checked guests' identification before serving alcoholic beverages.
- Improved bartender skills by conducting comprehensive training sessions on cocktail recipes, customer service, and bar management.
- Boosted overall efficiency at the bar by implementing best practices in workflow organization, time management, and multitasking strategies.
- Maintained high levels of cleanliness throughout the bar area by enforcing strict sanitation guidelines among staff members.
- Trained [Number] new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Enhanced team performance by providing individual coaching and feedback to bartenders in order to refine their techniques.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Administrative Assistant/Receptionist Administrator
Bay Area Medical Management
10.1990 - 06.1998
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Ensured accurate record-keeping with diligent data entry of daily cash flow and patient information for 12 Ob/Gyn Medical practices using Lotus 1-2-3 and Excel Spreadsheets. accounts payable database management for vital company information and insurance records.
- Completed insurance application contracts for doctors, payroll, and end of the month reports.
Office Clerk
St. Lukes Regional Medical Hospital
10.1988 - 10.1990
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Interacted with customers by phone, email, or in-person to provide information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Increased office efficiency by maintaining accurate filing systems and streamlining administrative processes.
- Managed incoming calls and correspondence professionally, ensuring timely responses to clients and colleagues alike.
- Maintained an organized and clean office environment to boost staff productivity and overall morale.
Education
High School Diploma -
San Fransisco Mission Senior High School
San Francisco, CANo Degree - Estethician
Florida College of Natural Health
Miami, FLSkills
- Employee Scheduling
- Staff Training and Development
- Guest Relations Management
- Health and safety compliance
References
- Jamie Detre, General Manager, 843.685.4382, jamie.detre@shakeshack.com
- Neah Baldwin, Hospitality Manager, 415.981.2629
- Jermaine Pinnock, Executive Chef, 479.276.0354, PJevaughni@yahoo.com
Timeline
Restaurant Hospitality Manager
P.F. Chang's
10.2022 - Current
Restaurant Lead
P.F. Chang's
10.2020 - 10.2022
Server/Bartender/Trainer
P.F. Chang's
03.2015 - 10.2020
Administrative Assistant/Receptionist Administrator
Bay Area Medical Management
10.1990 - 06.1998
Office Clerk
St. Lukes Regional Medical Hospital
10.1988 - 10.1990
High School Diploma -
San Fransisco Mission Senior High School
No Degree - Estethician
Florida College of Natural Health