Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Stephanie Bertorello

Elizabethtown

Summary

Dynamic Service Manager with a proven track record at Colton's Steak House & Grill, excelling in customer service management and team leadership. Enhanced guest satisfaction through effective conflict resolution and upselling strategies, contributing to increased revenue. Committed to fostering a collaborative environment and developing staff to achieve service excellence.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Service Manager

Colton's Steak House & Grill
08.2022 - Current
  • Assisted in managing daily service operations to enhance customer satisfaction.
  • Coordinated schedules for team members to optimize service delivery efficiency.
  • Supported troubleshooting efforts for customer inquiries and complaints to resolve issues promptly.
  • Maintained accurate records of service requests and resolutions using management software.
  • Learned company policies and procedures to provide reliable information to customers.
  • Collaborated with team members to ensure seamless service transitions during peak hours.
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.

Head Server

Colton's Steak House & Grill
03.2019 - 08.2022
  • Trained and mentored new servers on menu knowledge and customer service techniques.
  • Resolved customer complaints promptly to maintain satisfaction and loyalty.
  • Coordinated with management to develop promotional events, increasing guest engagement.
  • Monitored inventory levels of supplies, minimizing waste and ensuring availability during peak hours.
  • Maintained a clean, safe, and welcoming environment through regular monitoring of dining areas and server stations.
  • Increased restaurant revenue by upselling menu items and promoting daily specials.
  • Trained new servers to uphold company standards in customer service, food handling, and overall professionalism.
  • Trained staff members on use of POS system.
  • Resolved guest complaints, addressing issues promptly to foster a positive dining experience.
  • Handled high-pressure situations with poise, ensuring a positive experience for both staff and customers.
  • Supervised server staff and simultaneously served personal section of tables.
  • Stayed up-to-date on menu changes to help customers make food choices.
  • Maintained clean and organized dining area to create pleasant and welcoming atmosphere for customers.
  • Assigned tasks and shifts to servers to manage organized schedules and provide adequate coverage.

Server Trainer

Olive Garden Restaurant
02.2017 - 02.2019
  • Developed training materials for new server staff to enhance onboarding experience.
  • Conducted hands-on training sessions, improving team performance and service standards.
  • Implemented best practices in customer service, resulting in increased guest satisfaction.
  • Mentored junior servers, fostering a collaborative and high-performing team environment.
  • Collaborated with management to identify skill gaps and develop targeted training initiatives.
  • Facilitated efficient shift transitions with clear communication of daily objectives and expectations for each server role during pre-shift meetings.
  • Presented training material with varied instructional methods to maintain attention of participants.
  • Maintained high-quality standards with regular monitoring of server adherence to company policies and procedures.
  • Delivered exceptional customer service, ensuring satisfaction through attentive and personalized interactions.
  • Managed food and beverage orders efficiently, minimizing wait times and enhancing guest experience.
  • Trained new staff on service protocols and menu offerings, fostering team collaboration and performance consistency.
  • Implemented strategies for upselling menu items, contributing to increased sales during peak hours.

Server

Texas Outlaw BBQ
10.2013 - 01.2017
  • Collaborated with kitchen staff to ensure timely order fulfillment and adherence to quality standards.
  • Resolved guest complaints promptly, utilizing conflict resolution skills to maintain positive dining experiences.
  • Oversaw daily operations during shifts, ensuring compliance with health regulations and restaurant policies.
  • 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.
  • 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.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • 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.

Education

Elizabethtown High School
Elizabethtown, KY

Skills

  • Positive attitude
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Customer service
  • Critical thinking
  • Reliable and responsible
  • Employee training and development
  • Customer service management
  • Time management
  • Conflict resolution
  • Goal oriented
  • Workflow management
  • Team collaboration and leadership
  • Trustworthy and honest
  • Workplace safety
  • Documentation and reporting
  • Crew leadership
  • Office administration
  • Employee supervision
  • Service scheduling
  • Work Planning and Prioritization
  • Staff motivation
  • New employee hiring
  • Policy and procedure enforcement
  • Staff management
  • Service quality management
  • Service documentation
  • Technical troubleshooting
  • Inventory management
  • Service order flow
  • Client retention strategies
  • Flexible schedule
  • Supply ordering
  • Upselling

Certification

Food Manager Certified Training Course - Completed

Languages

English
Full Professional

Timeline

Service Manager

Colton's Steak House & Grill
08.2022 - Current

Head Server

Colton's Steak House & Grill
03.2019 - 08.2022

Server Trainer

Olive Garden Restaurant
02.2017 - 02.2019

Server

Texas Outlaw BBQ
10.2013 - 01.2017

Elizabethtown High School

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Stephanie Bertorello