Customer Service Guest

Anita M. Pulliam

*** ***** ***** **., ************, MD 21030 410-***-**** *********@*****.***

Summary

Highly experienced professional with a performance history of successfully managing multiple departmental operations, generating revenue increases, and enriching guest experiences. Excelling in aspects of hospitality services, including food and beverage service, inventory control, staff training, and guest relations. Proven ability to drive profitability and maintain high standards in a fast-paced environment.

Relevant Experience

Lucky Strike Entertainment

Pikesville, MD

Senior General Manager May 2007-Present

● Recruit, train, and support management and staff across multiple locations, fostering high morale and providing developmental coaching for long term career growth.

● Ensure staffing levels are appropriate to volume business while controlling labor and expenses across all operational areas and locations to optimize efficiency, profitability, and guest satisfaction.

● Supervise comprehensive staff training covering guest service, food & beverage operations (e.g.TIPs, ServSafe), and company standards, ensuring all employees are proficient in relevant areas.

● Conduct regular meetings with managerial staff across multiple locations to assess, plan, and implement creative strategies to achieve departmental initiatives and objectives through effective team management and actionable goals.

● Achieve financial objectives through strategic planning and budget oversight, including sales and marketing plans relevant to the current financial climate.

● Collaborate with support staff on HR and loss prevention matters, maintain open communication channels and prioritize safety compliance and maintenance.

● Procure supplies and services from approved vendors via designated company portals or departments to ensure compliance with company standards.

● Provide safe, clean, and secure environments for all employees and guests, utilizing preventative maintenance to maintain facilities and ensuring personal protective equipment compliance.

● Ensure that all food and beverages meet company’s quality standards by adhering to recipes, verifying ingredient freshness, and inspecting presentations of menu items.

● Deliver superior food and beverage experiences by ensuring compliance with local/federal food, beverage and alcohol regulations and proper training of staff.

● Coordinate with Events department to curate menus, itineraries, and ensure appropriate accommodation with respect to event size, special requests, and guest satisfaction.

● Enforce standards and procedures, identifying opportunities for improvement and resolving issues to maintain operational and guest service excellence.

● Drive overall guest service excellence by overseeing the guest service model and proactively building guest relations across multiple locations.

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