Michelle Rockette
Blairsville
Summary
Dynamic Food & Beverage Assistant Manager at Brasstown Valley Resort, recognized for enhancing customer satisfaction through innovative service techniques and effective complaint resolution. Proven expertise in cost control and employee coaching, driving operational efficiency and fostering a high-performing team culture. Committed to delivering exceptional dining experiences while maintaining compliance with sanitation standards.
Overview
4
4
years of professional experience
Work History
Food & Beverage Assistant Manager
Brasstown Valley Resort
10.2021 - Current
- Assisted in hiring decisions by conducting interviews and selecting top-performing candidates for open positions within the food and beverage department.
- Utilized social media platforms to engage customers and generate positive word-of-mouth promotion for the business.
- Managed inventory levels for optimal stock availability, reducing waste and cost overruns.
- Ensured compliance with health department regulations by maintaining a clean and safe work environment at all times.
- Managed financial aspects of the operation, including budgeting, forecasting, and profit analysis.
- Increased staff efficiency through regular training sessions and performance evaluations.
- Introduced new menu items that boosted sales and attracted repeat clientele.
- Monitored guest feedback closely, addressing any concerns promptly to maintain high levels of customer satisfaction rates consistently throughout their dining experience.
- Enhanced customer satisfaction by implementing innovative food and beverage presentation techniques.
- Maximized profitability by implementing cost control measures related to purchasing supplies, labor management, and overhead expenses.
- Oversaw daily operations to ensure a smooth flow of service during peak hours.
- Played an integral role in driving continuous process improvements across all areas of the food and beverage operation, fostering a culture focused on delivering exceptional service standards consistently.
- Collaborated with the executive chef to create seasonal menus aligned with current culinary trends.
- Streamlined employee scheduling processes, resulting in reduced labor costs without affecting service quality.
- Developed strong relationships with vendors, negotiating favorable pricing terms on food and beverage supplies.
- Established positive rapport with guests through exceptional communication skills and personalized service offerings.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Resolved customer complaints involving food or beverage quality and service.
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Oversaw selection, ordering and inventory controls of wine, beer and alcohol program.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability.
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
- Selected wine, beer and alcohol products based on customer feedback and local product availability.
- Managed bar and wait staff and directed hiring program.
- Drafted beverage purchasing plan, aligning inventory needs with budgetary constraints by applying historical data.
- Adhered to corporate efficiency and profitability goals for beverage purchasing and distribution.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Education
State Certificate - Dental Assistant
Valencia College
Orlando, FL01.1999
Skills
- Food and beverage operations
- Sanitation standards
- Beverage preparation
- Complaint resolution
- Scheduling coordination
- Waste reduction
- Supply management
- Cost control
- Employee coaching
- Promotional planning
- Table management
- Labor management
- Team collaboration
- Customer service excellence
- Problem-solving skills
- Time management proficiency
- Attention to detail
- Multitasking capabilities
- Reliability and responsibility
- Communication expertise
- Critical thinking abilities
- Customer satisfaction focus
- Organizational skills development
- Leadership in teams
- Active listening techniques
- Adaptability and flexibility in roles
- Cash handling accuracy
- Decision-making skills
- Relationship building strategies
- Calm demeanor under pressure
- Operational efficiency improvement
- Scheduling
Timeline
Food & Beverage Assistant Manager
Brasstown Valley Resort
10.2021 - Current
State Certificate - Dental Assistant
Valencia College
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