Thomas Walling
Thompson's Station,TN
Summary
Dynamic Front of House Manager with a proven track record in enhancing guest relations, optimizing operations, and leading high-performance teams. Expertise in training staff and resolving conflicts to elevate customer satisfaction.
Overview
8
8
years of professional experience
Work History
Front of House Manager
Perry's Steakhouse
12.2024 - 07.2026
- Supervised daily operations to ensure exceptional customer service and dining experiences.
- Trained and mentored front-of-house staff on service standards and menu offerings.
- Managed reservations and seating arrangements to optimize table turnover and guest satisfaction.
- Collaborated with kitchen staff to ensure timely food delivery and quality control.
- Handled guest inquiries, feedback, and complaints to maintain high service standards.
- Implemented training programs for new hires, promoting consistency in service excellence.
- Monitored inventory levels of supplies, coordinating orders to ensure seamless operations.
- Developed strategies for enhancing guest engagement through events and promotions.
- Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
- Resolved guests complaints while maintaining positive customer environment.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.
- Developed strong relationships with guests, addressing complaints promptly and ensuring a positive dining experience.
- Trained new hires on company policies, procedure, s as well as proper food handling techniques which resulted in reduced turnover rates.
- Performed cash handling activities and secured nightly bank deposits.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Maintained high standards of cleanliness and organization throughout the establishment, ensuring compliance with health codes and regulations.
- Enhanced customer satisfaction by implementing effective front of house management strategies.
- Analyzed customer feedback and implemented strategies to improve customer satisfaction.
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Managed cash handling procedures, reconciling daily sales reports, and maintaining accurate records for financial reporting purposes.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Improved staff retention by fostering a supportive work environment and providing ongoing training opportunities.
- Monitored inventory levels closely to minimize waste while keeping costs under control through careful planning and purchasing decisions.
- Fostered a culture of teamwork among staff members by encouraging collaboration in problem-solving tasks related to front-of-house operations.
- Boosted team morale through regular performance feedback sessions and recognition of exceptional work.
- Reduced wait times for customers by optimizing seating arrangements and implementing effective table management practices.
- Ensured consistent quality of service by regularly reviewing staff performance and providing constructive feedback during team meetings.
- Coordinated special events, including private parties and corporate functions, tailoring menus and décor to meet client needs while maximizing profits.
- Streamlined operations for improved efficiency and cost savings by overseeing staff scheduling, inventory, and ordering processes.
- Utilized upselling techniques to maximize revenue and increase customer satisfaction.
- Enhanced team communication and efficiency with introduction of digital scheduling system, streamlining shift planning and time-off requests.
- Addressed and resolved guest complaints with empathy and professionalism, turning potentially negative experiences into positive ones.
- Facilitated team meetings to discuss performance goals, operational challenges, and to share best practices among front-of-house staff.
- Elevated dining ambiance, selecting and overseeing installation of new lighting and furniture that complemented restaurant's theme.
- Implemented successful marketing campaigns to increase patronage during traditionally slow periods or off-peak hours.
- Conducted regular training sessions on new menu items and service techniques, keeping team informed and engaged.
- Fostered culture of continuous improvement, encouraging staff to suggest operational enhancements and recognizing their contributions.
- Organized special events and private parties, customizing menus and decor to exceed guest expectations and generate significant revenue.
- Streamlined reservation process with integration of new online booking system, improving accessibility for guests and reducing no-shows.
- Reduced wait times during peak hours, orchestrating more effective seating strategy that maximized dining room flow and guest experience.
- Maintained high standards of cleanliness and organization throughout dining area and front-of-house operations, ensuring welcoming environment.
- Oversaw daily financial transactions, including cash handling, deposits, and reporting, maintaining accuracy and accountability.
- Motivated staff to perform at peak efficiency and quality.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
Front of House Manager
SPB Hospitality
08.2018 - 11.2024
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Developed and maintained relationships with vendors and other business partners to establish trust and build rapport.
- Regularly reviewed performance metrics to identify opportunities for improvement and implemented changes accordingly which resulted in increased customer satisfaction rates.
- Coordinated with suppliers to establish timely delivery of food and beverage items.
- Improved guest satisfaction scores by implementing new training program for all front-of-house staff, focusing on customer service excellence.
- Collaborated with culinary team to ensure seamless coordination between kitchen and dining room operations, enhancing overall service speed and quality.
- Boosted staff morale and reduced turnover by establishing recognition program that highlighted outstanding employee contributions each month.
- Coordinated with catering staff to deliver food services for special events and functions.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Supervised daily operations to ensure exceptional customer service and dining experiences.
- Trained and mentored front-of-house staff on service standards and menu offerings.
- Managed reservations and seating arrangements to optimize table turnover and guest satisfaction.
- Collaborated with kitchen staff to ensure timely food delivery and quality control.
- Handled guest inquiries, feedback, and complaints to maintain high service standards.
- Implemented training programs for new hires, promoting consistency in service excellence.
- Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
- Resolved guests complaints while maintaining positive customer environment.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Developed strong relationships with guests, addressing complaints promptly and ensuring a positive dining experience.
- Trained new hires on company policies, procedure, s as well as proper food handling techniques which resulted in reduced turnover rates.
- Performed cash handling activities and secured nightly bank deposits.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Maintained high standards of cleanliness and organization throughout the establishment, ensuring compliance with health codes and regulations.
- Enhanced customer satisfaction by implementing effective front of house management strategies.
- Analyzed customer feedback and implemented strategies to improve customer satisfaction.
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Managed cash handling procedures, reconciling daily sales reports, and maintaining accurate records for financial reporting purposes.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Improved staff retention by fostering a supportive work environment and providing ongoing training opportunities.
- Monitored inventory levels closely to minimize waste while keeping costs under control through careful planning and purchasing decisions.
- Reduced wait times for customers by optimizing seating arrangements and implementing effective table management practices.
- Ensured consistent quality of service by regularly reviewing staff performance and providing constructive feedback during team meetings.
- Coordinated special events, including private parties and corporate functions, tailoring menus and décor to meet client needs while maximizing profits.
- Enhanced team communication and efficiency with introduction of digital scheduling system, streamlining shift planning and time-off requests.
- Addressed and resolved guest complaints with empathy and professionalism, turning potentially negative experiences into positive ones.
- Maintained high standards of cleanliness and organization throughout dining area and front-of-house operations, ensuring welcoming environment.
- Oversaw daily financial transactions, including cash handling, deposits, and reporting, maintaining accuracy and accountability.
- Motivated staff to perform at peak efficiency and quality.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
Education
Bachelor of Arts - English
Syracuse University
Syracuse, NY05-1995
Skills
- Guest relations
- Conflict resolution
- Staff management
- Hiring
- Training and coaching
- Performance evaluation
- Food safety compliance
- POS system operations
- Complaint handling
- Restaurant operations
- Employee scheduling
- Health department inspections
- Staff motivation
- Reservation management
- Staff supervision
- Quality standards
- Policy enforcement
- Customer feedback analysis
- Emergency procedures
- Task delegation
- Quality control
- Pre-shift walk-through
- Order accuracy
- Table allocation
- Service prioritization
- Service recovery
- Team building
- Beverage program management
- Floor management
- Customer service delivery
- Health code enforcement
- Team leadership
- Customer service
- Reliable and responsible
- Collaboration and teamwork
- Money handling
- Relationship building
- Calm and pleasant demeanor
- Employee supervision
- Customer retention
Timeline
Front of House Manager
Perry's Steakhouse
12.2024 - 07.2026
Front of House Manager
SPB Hospitality
08.2018 - 11.2024
Bachelor of Arts - English
Syracuse University