Marlene Neri
West Covina,CA
Summary
Dynamic Hospitality Professional with over a decade of customer service experience. Deep knowledge of FOH/BOH collaboration and essential operational insights. Proven commitment to excellence and integrity in service delivery, consistently ensuring an outstanding guest experience with every visit.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Server
Gadi8or Brews and Billiards
12.2024 - 10.2025
- Contributed to the seamless grand opening of a new restaurant location by assisting with initial floor plans, table settings, and operational readiness.
- Managed multiple tables efficiently, demonstrating strong time management and multitasking skills.
- Provided exceptional customer service, ensuring a positive dining experience for patrons.
- Collaborated with kitchen staff to communicate order modifications and ensure timely food delivery.
- 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.
Server
Broncos Mexican Grill & Sports Bar
07.2024 - 09.2024
- Prepped essential garnishes, complimentary foods for the shift
- Applied my 11 years of customer service to customers and got to know their names from familiar faces and made them regulars
- Assisted in helping the bartenders when busy with my knowledge in crafting drinks
- Adapted well to a new atmosphere utilizing bilingual language
- As always keeping the restaurant in order, clean and visually pleasing for the customers
Lead Server/Bartender/Cocktail Waitress
Bodega Bar & Grill
12.2022 - 06.2024
- Helped in the opening of the restaurant
- Assisted in advertising and promotion of social media pages. (passing out flyers in surrounding areas and creating visually pleasing content for Tiktok, Instagram, and Facebook)
- Specialized in hand crafted cocktails and gained knowledge on over 40 draft beers
- Made weekly schedules for servers adjusted to their lifestyle and also created precise opening and closing duties as well as side work
- Interviewed and trained new employees
- Led by example!
Server
The Cheesecake Factory
12.2020 - 10.2022
- Provided exceptional service in a fast-paced, high-volume restaurant. Consistently met sales targets through upselling techniques resulting in a 20% increase in dessert sales.
- Demonstrated extensive knowledge of menu items and provided recommendations to guest resulting in a 15% increase in overall check averages.
- Managed large parties up to 30+ guests, ensuring accurate orders and timely service resulting in fulfilling the guests time-being at our restaurant.
- Maintained a clean and organized dining area, completing side work efficiently and contributing to a positive team environment.
Bartender
Rebel Yell Bar & Steakhouse
10.2018 - 09.2020
- Specialized in hand crafted cocktails
- Served tables and hosted big parties and events, making sure everyone was accommodated
- Prepped for upcoming bartenders and kept a clean work environment
- Came up with several ideas to help the business through the rough season of Covid and managed to continue getting sales while being safe and following guidelines.
Server
Splitsville Luxury Lanes
11.2017 - 07.2018
- At Splitsville I played such an integral role in propelling the Splitsville spirit, a friendly positive attitude is always key!
- Working in downtown Disney I had to maintain this precise character to fulfill the guest experience and I can say I very much achieved it. The guest's experience was always the priority and great service played a huge role in facilitating fun.
Server
Cocos Bakery
11.2014 - 01.2015
- Prepared for thanksgiving’s busy season boxing pies.
- Sold over 140 promoted pies!
- Delivered friendly and efficient service to ensure a pleasant dining experience for all guests suggesting menu items and specialty drinks.
- Assisted the hostess and manager when help was in need.
- Answered phones and took To-Go orders
Bartender/Server
Outback Steakhouse
12.2013 - 01.2017
- Greet customers with a smile as they arrive at the bar and provide them with food and beverage menu.
- Recommend special drinks and menu items to customers.
- Take orders for beverages and food and provide customers with an estimated delivery time.
- Efficiency- Mix, pour and serve drinks for bar clientele as well as restaurant waitstaff.
- Engaged with bar customers and provided outstanding service to increase customer loyalty. Gain of repeat customers (regulars) within first two months of bartending.
- Observe customers liquor intake to insure a great memorable experience.
- Experienced with managing payment both in cash and credit card transactions. Ensuring tabs are closed.
- Maintain a clean workspace and appropriate inventory to avoid depleted stock. Stock bar with beer, wine and liquor and ensure that supplies such as napkins and straws are available.
- Focused on providing exceptional customer service.
Education
Associate Degree - Fine and Studio Arts
Citrus College
Skills
- Conflict Resolution & De-escalation: Proven ability to manage and resolve escalated customer complaints, turning negative experiences into positive outcomes
- Time Management & Prioritization: Proven ability to multitask in high-pressure environments and manage a high volume of inquiries efficiently
- Adaptability & Flexibility: Demonstrated capacity to quickly learn new products, services, and procedures, adjusting my approach to meet diverse customer needs and changing business demands
- Relationship Building: Expertise in fostering long-term customer loyalty and repeat business through personalized service
- Point-of-Sale (POS) Systems: In-depth knowledge of various POS systems for efficient transaction processing, returns, and inventory checks
- Collaborated effectively with BOH (Back-of-House) staff and management to streamline order flow and ensure timely service delivery in a high-volume setting
- Mentored and cross-trained new hires on operational procedures, fostering a cohesive and supportive team environment
Certification
- Food Handlers Certification ServSafe
- RBS Certification
LANGUAGES
French Basic
Spanish Fluent
Timeline
Server
Gadi8or Brews and Billiards
12.2024 - 10.2025
Server
Broncos Mexican Grill & Sports Bar
07.2024 - 09.2024
Lead Server/Bartender/Cocktail Waitress
Bodega Bar & Grill
12.2022 - 06.2024
Server
The Cheesecake Factory
12.2020 - 10.2022
Bartender
Rebel Yell Bar & Steakhouse
10.2018 - 09.2020
Server
Splitsville Luxury Lanes
11.2017 - 07.2018
Server
Cocos Bakery
11.2014 - 01.2015
Bartender/Server
Outback Steakhouse
12.2013 - 01.2017
Associate Degree - Fine and Studio Arts
Citrus College