Hospitality Manager

MELISSA ROPER VERRIER

602-***-**** • *********@*****.***

HOSPITALITY MANAGEMENT PROFESSIONAL

Dedicated and motivated Hospitality Manager with 14 years of experience leading daily operations in fast-paced, high-volume, and fine-dining operations. Proven record of exceeding budgetary and operational goals. Managed, planned, and executed a variety of events including rehearsal dinners, award dinners and corporate events. Leads by example mentality with a reputation for hands-on involvement in training and motivating staff towards maximum productivity and guest satisfaction. Reliable, highly focused, motivated and exceedingly detail oriented.

EXPERIENCE:

Service Lead, Gourmet Italia/ Bottega Italia

March 2021- Current

Temecula, California

• As the trainer and service lead, I handle complaints and feedback graciously, ensuring the overall dining experience meets or exceeds customer expectations

• Ensures that the team is well-trained in customer service with a focus on communication, problem-solving, efficiency, and order accuracy

• Organizes and directs the Front of House and kitchen teams during each shift, while appropriately ensuring proper labor percentages are adhered to

• Supervises and motivates a team of 10+ employees, fostering a collaborative and efficient work environment

• Accurately runs and records multi-course meals in a timely and appropriate manner

• Aided in maintaining positive customer feedback by proactively preventing and resolving customer complaints

• High willingness and strive to personalize the dining experience for new and repeat customers and to make them feel valued

Service and Event Manager, Bluewater Grill

July 2017- March 2021

Temecula, CA

• Responsible for hiring, scheduling, and the training of all service staff including servers, food expeditors, hostesses, and bartenders

• Streamlined service procedures for over 30 staff members and minimized labor costs through effective scheduling and delegation

• Managed staff to ensure that all diners receive prompt, friendly, and efficient service

• Created proposals for prospective clients that included pricing information as well as timelines for delivery to secure new business opportunities

• Processed payroll in an efficient and timely manner for all employees

• Addressed and de-escalated guest complaints and concerns

• Ensured that all food and beverages remain consistent and adhere to strict company standards

• Maintained the highest levels of company standards for facility cleanliness

• Efficiently completed both opening and closing managerial accounting

• Created detailed training programs for all front of house departments

• Served as direct on-site contact for all private event inquiries and sales

• Addressed complaints and feedback promptly and professionally, showing the guests that their opinions matter

• Created contracts and specific menus for each private event booked

• P&L management of controllable expense

Service Manager, F10 Creative

May 2015 – April 2017

Cheeky’s/ Birba/ Mr. Lyon’s Steakhouse

Palm Springs, California

• Managed staff and daily services at three separate restaurant concepts with high multitasking skills

• Financial reporting, including preparing and presenting accurate financial statements such as income statements, cash flow statements, and balance sheets

• Ensured the restaurant adhered to state, local, and federal health regulations and guidelines to maintain a safe and sanitary environment for customers and employees.

• Adhered to fine-dining service techniques and dialogue

• Represented the company culture and views

• Exceeded expectations of proper ‘Up-Selling’ and Check-building sales techniques

• Trained all new service employees including hosts, bussers, back-servers, and servers

• P&L management of controllable expense and implemented cost control measures

Manager, Fox Restaurant Concepts

November 2010 – April 2015

The Henry/ The Arrogant Butcher

Phoenix, Arizona

• Responsible for all daily retail operations and 30 staff, serving an average of 600 guests per day

• Responsible for scheduling, training, new hire processing, staff management, and inventory management

• P&L management of controllable expense

• Successfully led the restaurant to achieve a 98% score on health inspections for two consecutive years and implemented strict hygiene protocols

• Managed and highly motivated front and back-office staff towards positive job engagement

• Served as the ultimate point to quickly and professionally resolve guest complaints and concerns

• Provided support for all Fox Restaurant Concepts corporate marketing and promotional activities and programs

• Directly managed staff of up to 30 including Front of House personnel including hostesses, servers, and bartending staff

• Responsible for training all service staff - evaluated staff performance, conducted interviews, and monitored compliance with state Liquor laws, policies, and processes

• Managed daily opening and closing procedures of 7,500 square foot

facility

EDUCATION AND SKILLS:

Bachelor of Arts – Art History

2010 Arizona State University – Tempe, Arizona

Associate’s degree- Culinary Arts

2012 Scottsdale Community College – Scottsdale, Arizona CA Food Handlers Certified

ServeSafe Manager Certified

Industry Knowledge: Event Planning, Event Logistics, Food & Beverage Sales and service, Food & Beverage Ordering, Profit and Loss Knowledge, Kitchen Operations, Menu Development, Reservation Management

Proficient in the following software programs: POS Systems, OpenTable, TOAST, ALOHA Enterprise, CONCUR Invoicing system, Microsoft Office, Toast, Microsoft Excel, Microsoft Word

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