Courtney Lackey
Calgary,AB
Summary
Dynamic hospitality professional with a proven track record at Ralph’s Texas Bar and Steakhouse, excelling in customer service and complaint resolution. Demonstrated strong multitasking abilities while enhancing guest experiences and driving sales through effective menu recommendations. Skilled in cash handling and fostering team collaboration to achieve operational excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Waitress
Ralph’s Texas Bar and Steakhouse
Medicine Hat, AB
07.2020 - 04.2021
- Provided attentive service to guests, ensuring satisfaction and prompt response to needs.
- Collaborated with kitchen staff to communicate special requests and dietary restrictions effectively.
- Maintained cleanliness and organization of dining area, enhancing overall guest experience.
- Processed customer orders accurately using point-of-sale system, minimizing errors in transactions.
- Managed multiple tables simultaneously, demonstrating strong time management and multitasking abilities.
- Resolved customer complaints swiftly, contributing to positive dining experiences and repeat business.
- Suggested menu items based on guest preferences, increasing overall sales through personalized recommendations.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
- Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Proved successful working within tight deadlines and a fast-paced environment.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
General Manager
Owners
Medicine Hat, AB
04.2010 - 07.2020
- Implemented cost-control measures resulting in improved budget adherence.
- Fostered team development through mentoring and performance feedback
- Analyzed market trends to inform strategic planning and business development efforts.
- Established key performance indicators to monitor operational success and drive accountability.
- Cultivated relationships with stakeholders to ensure alignment on strategic objectives.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee evaluations, and contract details.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
Sales Associate
Future Shop
Medicine Hat, AB
01.2006 - 05.2010
- Developed strong customer relationships, enhancing loyalty and repeat business.
- Executed daily sales strategies to achieve store targets consistently.
- Trained and mentored new team members on product knowledge and sales techniques.
- Analyzed sales data to identify trends, informing inventory management decisions.
- Contributed to visual merchandising efforts, improving store presentation and customer engagement.
- Resolved customer inquiries and issues promptly, maintaining high satisfaction levels.
- Collaborated with management on promotional campaigns, driving seasonal sales increases.
- Implemented process improvements in checkout procedures, reducing wait times for customers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Top ten sales associate earning a trip to Mexico
Education
Office Administration
Academy of Learning Career College
Medicine Hat, AB06.2015
Skills
Customer service
- Greeting guests
- Team collaboration
- Cleanliness
- Order taking
- Attention to detail
- Cash handling
- Decision-making
- Safe food handling
- Hospitality service expertise
- Menu recommendations
- Handling complaints
- Payment processing
- Service prioritization
- Memory retention
- Food running
Strong multitasking
Greeting guests
Team collaboration
Cleanliness
Order taking
Attention to detail
Cash handling
Decision-making
Safe food handling
Hospitality service expertise
Handling complaints
Menu recommendations
Payment processing
Service prioritization
Food running
Memory retention
Complex Problem-solving
Table setting
Order accuracy
Accurate money handling
Complaint resolution
Active listening
Menu memorization
Time management
Performance improvement
Supply restocking
High volume dining
Table bussing
Tableside service
Dining area maintenance
Relationship management
Upselling techniques
Menu presentation
Allergy awareness
Food presentation
Beverage preparation
Ordering procedures
Sales techniques
Seating arrangements
Order management
Upselling
Point of sale operation
Table setting knowledge
Compliance standards
Guest relations management
Inventory management
Sales expertise
Daily specials memorization
Food station setup
Food and beverage pairings
Item promotion
Languages
English
Professional Working
Certification
Aglc
Protect
Vlt
Timeline
Waitress
Ralph’s Texas Bar and Steakhouse
07.2020 - 04.2021
General Manager
Owners
04.2010 - 07.2020
Sales Associate
Future Shop
01.2006 - 05.2010
Office Administration
Academy of Learning Career College