Customer Service Assistant Manager

Catherine (Katie) Goodmann

**** ***** ******, *********, ** 50322

515-***-**** ************@*****.***

Summary: An experienced, dependable, Operations Manager that creates enthusiasm throughout the entire team and facility. A leader whose attention to detail maximizes the customer experience and revenues. A “go to” person that moves the overall customer experience to the next level, in any customer driven organization.

Objective: To secure a front-end leadership position with a higher end organization that embraces exceptional customer experiences by building strong, empowered teams. Experience:

General Manager

The Whiskey House and Bourbon Grill, Ankeny, IA 08/2021 - Present

● Responsible for the daily overall operation of the restaurant and bar, including generating revenue through new ideas and the ability to think outside the “Whiskey Box”.

● Managed the kitchen inventory and reduced spending, while also maintaining a quality menu with quality food

● Managed the liquor, beer and wine inventory, creating new and exciting cocktails and martinis, while maintaining a quality choice of bourbons, whiskeys and scotches.

● Responsible for the hiring and termination of all employees, with an emphasis on minimal turnover.

● Implemented staff training modules to ensure the guests were experiencing the ultimate dining experience.

● Responsible for the booking of live entertainment, including nationally well-known acts. Front of House Manager

Irina's Restaurant and Bar, Urbandale, IA 02/2018 - 08/2021

● Recruited & built a team of 22 high performing Servers & Bartenders

● Reduced Front End Staff Absenteeism & Staff turnover by building a motivated team

● Responsible for weekly staff scheduling that maximized customer service, prep demands, and balanced the personal needs of the team.

● Responsible for “on the spot” decision making to overcome changes in shift work flows.

● Developed & implemented staff training modules to ensure the constancy of the restaurant’s desired hospitality culture.

● Measured and managed table turns per shift per Server to ensure we maximized the opportunity

● Introduced specialty spirits and wines from outside the local markets

● Balanced customer care of a bar that seated 25, also while making server's drinks in a timely and cheerful fashion

Front End Hostess

Social Eats & Crafts and The Great Escape, Pleasant Hill, IA 09/2017 - 02/2018

● Installed revised serving & sales training program

● Lead Serving Team throughout Dining, Banquet, and Bowling facilities Server

Trostel’s Greenbriar, Johnston, IA 01/2017 –09/2017

● Immediately became to be a sought out Server for regular customers

● Demonstrated above average dollars per ticket through exceptional customer service

● Improved table turnover by teaching my peers and managers how to streamline customer flow through the dining room

Assistant Manager

Chicago Speakeasy, Des Moines 11/2015 –01/2017

● Worked with owners to establish long term vision and goals, and then developed a step by step plan to create incremental improvement.

● Acted as Front of House & Bar Manager

● Improved customer flow through waiting areas, lounge, and seating

● Improved communication with the kitchen staff to decrease mishaps and improve the dining experience.

● Was instrumental in changing the “feel” of the dining experience that created a “where everybody knows your name” atmosphere for both staff and customers.

● Revised the on boarding process for new Front End team members that allowed them to be successful more quickly

● Supervised and performed all nightly closing duties. Including tip outs, balancing the cash drawer, doing the deposit, and restaurant books.

Supervisor

Elmwood Golf and Country Club, Marshalltown, IA 02/2010 –11/2015

● Assistant Manager type duties for daily demands, staff scheduling, and bar orders.

● Acted as Server and Bartender as needed.

● Coordinated multiple Golf Tournaments, weddings, and other high visibility special events.

● Cash drawer closing and reconciliation

Education:

Wahlert High School, Dubuque, IA – General Education graduating with a 3.85 GPA

Northeast Iowa Community College – Associate Degree in Early Childhood Development Other Skills and Experience

Energetic and positive team player

Ability to multitask in high pressure situations

Specialty Wine Training (Napa Valley)

Proficient in Microsoft Office Suite

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