MICHAEL KASSIS
Toronto,ON
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Service Manager
1 Hotel - Harriet's Rooftop
06.2024 - Current
- Effectively resolved customer complaints, successfully executing guest recoveries that resulted in negative reviews being replaced with positive feedback
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Developed and implemented comprehensive checklists, service protocols, and standard operating procedures across all restaurant departments.
- Managed daily operations to maintain high standards in food and service while optimizing labor costs to meet targets
- Enhanced service quality through daily and weekly training initiatives, leading to record-high guest satisfaction and achieving a #2 ranking on TripAdvisor.
BAR MANAGER
MOTT 32
03.2024 - 06.2024
- Opened and set the standard for bar operations for both dining room and lounge
- Cultivated liquor and wine program, established relationships with numerous reputable wine and liquor vendors in the city
- Designed standard operation procedures to ensure consistency, maximize revenue, and employee efficiency.
- Mentored and trained staff members to ensure exceptional customer service standards.
- Developed strong relationships with suppliers, negotiating favorable terms and pricing.
LEAD BARTENDER/ LEAD SERVER
THE BUTCHER CHEF
11.2022 - 03.2024
- Upheld the highest standards of service and product consistency
- In a leadership role as a senior server/bartender, I demonstrated communication skills, assisted with inventory management, all while keeping a strong knowledge of fine wines and spirits.
- Resolved customer complaints promptly and professionally, preserving positive relationships between the business and its clientele.
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
- Trained new bartenders on company policies, drink recipes, and customer service best practices to maintain consistent performance across the team.
- Maintained a clean and well-organized bar area, ensuring compliance with sanitation standards and enhancing guest experience.
BARTENDER/SERVER
BARO
08.2022 - 03.2023
- Mastered the art of guest experience and provided exceptional customer service
- While a server, I was able to enhance my food knowledge and sales techniques, contributing to an above-and-beyond approach to hospitality.
HEAD BARTENDER
Jack Astor's
05.2018 - 02.2022
- My tenure at Jack Astors provided me with invaluable experience in high-volume environments, where I received thorough training and got used to abiding to very specific corporate standards
- Operating under pressure, I honed my leadership skills while training over a dozen servers and bartenders, sparking a keen interest in leadership roles.
Education
Bachelor of Arts - Political Science
Wilfrid Laurier University
Waterloo, ON04.2015
Skills
- Team Leadership
- Multitasking and Organization
- WSET LEVEL 2 Certified; Pursuing LEVEL 3
- Experience in managing private events
Languages
Timeline
Service Manager
1 Hotel - Harriet's Rooftop
06.2024 - Current
BAR MANAGER
MOTT 32
03.2024 - 06.2024
LEAD BARTENDER/ LEAD SERVER
THE BUTCHER CHEF
11.2022 - 03.2024
BARTENDER/SERVER
BARO
08.2022 - 03.2023
HEAD BARTENDER
Jack Astor's
05.2018 - 02.2022
Bachelor of Arts - Political Science
Wilfrid Laurier University
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