Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lisa Thompson

Atlanta

Summary

Dynamic hospitality professional with extensive experience at Buffalo Wild Wings, excelling in customer service excellence and complaint resolution. Proven ability to enhance guest satisfaction through personalized service and efficient order processing. Skilled in managing high-volume operations while maintaining a professional appearance and fostering a collaborative team environment.

Overview

2023
2023
years of professional experience
1
1
Certification

Work History

Server

Buffalo Wild Wings/,Phase Next Hospitality
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • 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.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Set positive tone for entire dining experience as first point of contact for incoming guests.
  • Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Supervised set up of banquet food stations and coordinated service to multiple dining areas.
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
  • Checked guests' identification before serving alcoholic beverages.
  • Inspected dishes and utensils for cleanliness.
  • Increased sales significantly by upselling higher-end products to customers.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Printed dining checks with total due, collected payment and offered receipts to complete transactions.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
  • Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
  • Processed orders and sent to kitchen employees for preparation.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Answered customers' questions, recommended items, and recorded order information.

Ticket Agent

Spirit Airlines Unifi Aviation
11.2018 - 12.2022
  • Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
  • Carefully interviewed, selected, trained, and supervised staff.
  • Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Used computerized ticketing systems to process ticket orders accurately and securely.
  • Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
  • Researched and resolved customer ticketing issues to promote satisfaction.
  • Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
  • Checked baggage at gate and loaded onto ramp.
  • Sold, printed, and issued tickets to guests.
  • Directed passengers to correct airport terminal locations.
  • Reviewed tickets, identification, and passports to verify traveler identity.
  • Utilized strong communication skills to resolve disputes among passengers regarding seating assignments or luggage issues.
  • Collaborated with airline staff to address flight delays or cancellations, minimizing inconvenience for passengers.
  • Conducted efficient boarding processes while adhering to strict security measures and protocols.
  • Developed rapport with frequent flyers through personalized service that encouraged loyalty to the airline.
  • Maximized revenue through upselling additional services like seat upgrades or priority boarding options.
  • Contributed to team efforts by cross-training in various positions, including baggage handling and gate operations.
  • Maintained up-to-date knowledge of airline policies, procedures, and promotions to provide accurate information to customers.
  • Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
  • Kept passengers informed about flight status updates via timely announcements and personal interactions.
  • Utilized customer service skills to resolve customer complaints and provide timely and accurate information.
  • Streamlined the check-in process for faster boarding times and improved passenger experience.
  • Verified passenger identification and processed required travel documents for smooth boarding procedures.
  • Provided exceptional service during high-pressure situations such as overbooked flights or severe weather events.
  • Enhanced customer satisfaction by efficiently managing ticket reservations, cancellations, and modifications.
  • Provided schedule, routing and fare information to assist customers with ticket purchases.
  • Supported fellow agents during peak hours by taking on additional tasks without compromising quality of service.
  • Processed cash and credit card transactions securely and promptly for customer payments.
  • Supported customers with wheelchair access and special seating requirements to support continuous accessibility.
  • Answered customer inquiries regarding ticket availability, pricing and event information.
  • Resolved customer complaints promptly, maintaining a professional demeanor and positive company image.

Restaurant Manager

Cajun Crabhouse
04.1996 - 05.2006
  • Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
  • Carefully interviewed, selected, trained, and supervised staff.
  • Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Used computerized ticketing systems to process ticket orders accurately and securely.
  • Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
  • Researched and resolved customer ticketing issues to promote satisfaction.
  • Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
  • Checked baggage at gate and loaded onto ramp.
  • Sold, printed, and issued tickets to guests.
  • Directed passengers to correct airport terminal locations.
  • Reviewed tickets, identification, and passports to verify traveler identity.
  • Utilized strong communication skills to resolve disputes among passengers regarding seating assignments or luggage issues.
  • Collaborated with airline staff to address flight delays or cancellations, minimizing inconvenience for passengers.
  • Conducted efficient boarding processes while adhering to strict security measures and protocols.
  • Developed rapport with frequent flyers through personalized service that encouraged loyalty to the airline.
  • Maximized revenue through upselling additional services like seat upgrades or priority boarding options.
  • Contributed to team efforts by cross-training in various positions, including baggage handling and gate operations.
  • Maintained up-to-date knowledge of airline policies, procedures, and promotions to provide accurate information to customers.
  • Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
  • Kept passengers informed about flight status updates via timely announcements and personal interactions.
  • Utilized customer service skills to resolve customer complaints and provide timely and accurate information.
  • Streamlined the check-in process for faster boarding times and improved passenger experience.
  • Verified passenger identification and processed required travel documents for smooth boarding procedures.
  • Provided exceptional service during high-pressure situations such as overbooked flights or severe weather events.
  • Enhanced customer satisfaction by efficiently managing ticket reservations, cancellations, and modifications.
  • Provided schedule, routing and fare information to assist customers with ticket purchases.
  • Supported fellow agents during peak hours by taking on additional tasks without compromising quality of service.
  • Processed cash and credit card transactions securely and promptly for customer payments.
  • Supported customers with wheelchair access and special seating requirements to support continuous accessibility.
  • Answered customer inquiries regarding ticket availability, pricing and event information.
  • Resolved customer complaints promptly, maintaining a professional demeanor and positive company image.

Bartender

Delaware North
05.2015 - 05.2018
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
  • Built relationships with vendors to manage orders and negotiate costs.
  • Completed requisitions to maintain required stock par levels.
  • Developed creative bar menus and drink recipes by researching emerging industry trends.
  • Practiced safe work habits, wearing protective equipment and consistently following MSDS and OSHA standards.
  • Applied knowledge to create innovative cocktails, enhance flavor profiles and expertly pair food and drinks.
  • Created attractive bar displays by strategically arranging bottles and glasses.
  • Helped management plan and serve bar menu exceeding customer expectations.
  • Prepared garnishes by evenly slicing and pitting fruits.
  • Tracked bar stock levels and promptly replenished low materials to prevent shortages.
  • Mixed unique and interesting cocktails for customers, including bar specials.
  • Prepared custom drink orders by accurately measuring and mixing house ingredients.
  • Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
  • Used extensive knowledge of beer, wine and spirits to make informed recommendations to customers.
  • Assisted with inventorying beverage stock and bar supplies.
  • Upheld strict regulations for safe alcohol service and food safety.
  • Kept bar stocked with liquors, juices and garnishes for drinks.
  • Maintained impeccably clean, attractive and well-stocked bar area.
  • Verified drinking age requirements of customers by carefully reviewing photo identification.
  • Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
  • Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
  • Developed loyal clientele by engaging in friendly conversations and providing exceptional service.
  • Streamlined bar operations by maintaining clean and organized work area, ensuring efficient service.
  • Enhanced customer experience with engaging conversations and personalized drink recommendations.
  • Facilitated smooth workflow, coordinating with kitchen and floor staff to expedite orders.
  • Fostered culture of teamwork, collaborating with colleagues to ensure smooth operation during high-traffic periods.
  • Improved team morale and efficiency, leading by example and offering support during peak hours.
  • Resolved customer complaints with empathy and professionalism, turning potentially negative experiences into positive ones.
  • Ensured compliance with health and safety regulations, routinely checking and documenting bar cleanliness and equipment functionality.
  • Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
  • Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
  • Implemented sustainable practices, reducing waste by introducing reusable straws and biodegradable napkins.
  • Trained new staff on bar procedures, cocktail recipes, and customer service standards, ensuring consistent service quality.
  • Maintained extensive knowledge of cocktail recipes and preparation techniques, ensuring high-quality beverage menu.
  • Contributed to event success, planning beverage menus and efficiently serving large groups.
  • Boosted beverage sales, designing and promoting range of signature cocktails.
  • Managed inventory to prevent shortages, conducting weekly stock checks and placing timely orders.
  • Enhanced establishment's reputation, consistently receiving positive feedback on customer satisfaction surveys.
  • Enhanced dining experience, suggesting food and drink pairings that complemented menu offerings.
  • Optimized beverage cost and waste management, regularly reviewing and adjusting pour sizes and inventory levels.
  • Handled cash and card transactions accurately, reducing discrepancies and balancing till at end of each shift.
  • Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
  • Obtained cash bank and stocked service bar to prepare for operation.
  • Supported special events through attentive service, adapting quickly to varying needs of guests or clients.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
  • Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
  • Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
  • Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
  • Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
  • Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
  • Contributed to a positive work environment through effective teamwork and communication with colleagues.

Education

General Studies

Lakeshore High School
College Park, GA
05.1980

Skills

  • Customer service excellence
  • Professional appearance
  • Hospitality management
  • High-volume operations
  • Order accuracy
  • Patience and tolerance
  • Data entry accuracy
  • Customer-oriented service
  • Payment processing
  • Reservation management
  • Order processing
  • Ticketing systems
  • Passport reviews
  • Complaint resolution
  • Check-in procedures
  • Information assistance

Certification

SERV SAFE CERTIFIED

Timeline

Ticket Agent

Spirit Airlines Unifi Aviation
11.2018 - 12.2022

Bartender

Delaware North
05.2015 - 05.2018

Restaurant Manager

Cajun Crabhouse
04.1996 - 05.2006

Server

Buffalo Wild Wings/,Phase Next Hospitality

General Studies

Lakeshore High School

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Lisa Thompson