KAY HOANG
Customer Service Professionals
Toronto,ON
Summary
Hospitable Assistant Front of House Manager leverages interpersonal and communication skills to lead, influence and encourage staff and deliver outstanding experiences for guests. Advocates sound financial and business decision-making and demonstrates honesty and integrity. Performs well under pressure and thrives in fast paced high-volume environments.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
11
11
Certifications
Work History
Front of House Supervisor
Pho Le Vietnamese Cuisine
12.2023 - Current
- Stayed current with industry trends and innovations to boost competitiveness and customer appeal.
- Planned and executed promotions and special events in close collaboration with management.
- Controlled expenses and boosted profitability by managing food and labor costs.
- Supervised food presentation and plating to enhance visual appeal.
- Coordinated kitchen activities with front-of-house staff for seamless and service.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Controlled food costs and managed inventory.
- Monitored food preparation, production, and plating for quality control.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Demonstrated adaptability in handling unexpected situations or challenges that arose during service hours, effectively addressing issues to maintain customer satisfaction levels.
- Performed cash handling activities and secured nightly bank deposits.
SERVER, CASHIER
Creekside Kitchen
9 2021 - 07.2023
- Counted money in cash drawers at the beginning and end of shifts to ensure that amounts are correct and that there is adequate change.
- Sanitized all touchable surfaces and washed hands carefully and frequently to help keep everyone healthy.
- Multi-tasked to deliver 30 orders continually for dine-in and take-out customers in under 50 minutes.
- Fulfilled the expectation and the need of customers by handling delicious meals, regardless of being on plates or in the boxes.
- Assisted customers with their payments 100% correctly whether in cash, cheques, credit card or gift card transactions
- Closed the sale by the payment method separately and in total, then analyzed and reported to the manager whether the reports are matched or not and indicated any differences with the explanation
- Communicated shortly but effectively with co-workers during peak hours.
SERVER, CASHIER, KITCHEN HELPER
Thai Time Restaurant
06.2021 - 08.2021
- Cleaned and sanitized all touchable surfaces and tables at the beginning of shifts and after the customers left
- Explained and gave recommendation on the menu items the customers, then took their orders precisely
- Maintained a positively professional working attitude, even during rush hour which included up to 40 orders under 60 minutes
- And all customers would be taken care of carefully and equally
- Garnished and served fresh, hot food, alcoholic and non-alcoholic drinks, following by the correct mise en place of the restaurant or packed up menu items nicely and handed with care to customers
- Assisted customers by correct total amount on either together or separate bills with the suitable payment method
- Helped kitchen to do side jobs such as cutting, shredding, receiving material orders and sorting them out, etc
- Communicated precisely and shortly with kitchen about reservations, special requests, and last-minute changes.
DISINFECTION WORKER
The US Cleaning Company (partnered with popular retailers such as Metro, Superstore, Food Basics)
01.2021 - 05.2021
- Deeply sanitized all door handles including house doors and fridge doors and touchable surfaces such as shopping carts, glasses, microwave, dining area for employees, washrooms, etc
- Distinguished different chemicals using for different purposes and/or surfaces
- Got self-taught knowledge about products recognition and where to find them while working that aided me to help many customers with finding their wanting products.
Education
Diploma of Hotel & Restaurant Operations Management Program -
HUMBER INSTITUTE OF TECHNOLOGY & ADVANCED LEARNING
Toronto, ON 01.2019 - 04.2020
Bachelor of Commerce - Hospitality and Tourism Management -
UNIVERSITY OF GUELPH
Guelph, ON 09.2020 - Current
Skills
- Hospitality Industry Knowledge
- Guest Relations
- Workplace Safety
- Social Media Marketing
- Customer Feedback Analysis
- Staff Motivation
- Meeting deadlines
- Performance Evaluation
Certification
CHIA Certification
Languages
English
Full Professional
Vietnamese
Native or Bilingual
Timeline
Front of House Supervisor
Pho Le Vietnamese Cuisine
12.2023 - Current
SERVER, CASHIER, KITCHEN HELPER
Thai Time Restaurant
06.2021 - 08.2021
DISINFECTION WORKER
The US Cleaning Company (partnered with popular retailers such as Metro, Superstore, Food Basics)
01.2021 - 05.2021
Bachelor of Commerce - Hospitality and Tourism Management -
UNIVERSITY OF GUELPH
09.2020 - Current
Diploma of Hotel & Restaurant Operations Management Program -
HUMBER INSTITUTE OF TECHNOLOGY & ADVANCED LEARNING
01.2019 - 04.2020
SERVER, CASHIER
Creekside Kitchen
9 2021 - 07.2023
CHIA Certification
Basic Fst. - Traincan
POS - Silverware
PMS - OPERA
Microsoft Office Suites (Accurate typing speed of 42 words per minute)
OTEC - Service Excellence
Tourism Ambassador - tiao (Tourism Industry Association of Ontario)
WSET Level 1
Prud'homme Beer Certification Level 1
Smart Serve - Smart Serve Ontario
Bilingual - Proficient in both English and Vietnamese
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