Olivia McCarthy
Summary
seeking a position where I can work productively using my education, while acquiring practical experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Guest Service Manager
Earls Kitchen + Bar
07.2025 - Current
- Managed daily operations to ensure exceptional guest experiences and service quality.
- Trained and mentored staff on customer service protocols and conflict resolution techniques.
- Resolved guest complaints promptly, fostering positive relationships and loyalty.
- Coordinated scheduling and staffing to meet fluctuating guest demands effectively.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
Event Team Member
Edmonton Elks
05.2025 - Current
- Assist with game day activities
- Engage with fans during in game promotions or halftime activities and Elks events
- Organize promotions, giveaways or promotional materials
- Engage with the community about upcoming games and events
- Assist with the execution of football and multi-sport camps for youth
- Have a presence at community and promotional events
- Represent the Elks brand in a professional, friendly manner.
- (PT)
- Assisted in setup and breakdown of event spaces, ensuring efficient transitions between activities.
- Collaborated with team members to maintain cleanliness and organization during events.
- Utilized communication skills to address guest inquiries and enhance overall event experience.
Server
Earls Kitchen + Bar
02.2025 - Current
- Provide customer service during their dining experience
- Clean and set tables
- Serve food and drinks
- Understand food safety regulations
- Opening and closing restaurant
- Cash out at closing.
- (PT)
- Delivered exceptional customer service, ensuring a positive dining experience for all guests.
- Collaborated with kitchen staff to maintain high food quality and presentation standards.
- Managed multiple tables efficiently, enhancing overall service speed and guest satisfaction.
- Trained new servers on menu offerings, service protocols, and point-of-sale systems.
- Resolved customer complaints promptly, maintaining a high level of guest loyalty and retention.
Economic Development - Business Census Summer Student
City of Edmonton
05.2024 - 09.2024
- Administer census surveys to businesses within a specified geographic area to gather data
- Conduct in-person and/or phone interviews with business owners to ensure accurate responses and complete questionnaires
- Accurately record responses from individuals into digital devices
- Ensure completeness and consistency of data entries, avoiding errors and discrepancies
- Safeguard respondent information by following privacy protocols and confidentiality agreements
- Address challenges such as language barriers, refusal to participate, or inaccurate information.
- (FT)
- Supported administrative tasks, ensuring smooth operations within various city departments.
- Collaborated with team members to streamline processes, improving service delivery efficiency.
Dining Room Attendant
Heartland Housing Foundation
04.2021 - 06.2024
- Serve food and beverages in accordance with procedures, in a professional, friendly, and courteous manner
- Ensures that tables are clean once residents have finished their food or drink
- Cleans and sanitizes designated areas of the dining room
- Communicate in a professional and respectful manner with residents, volunteers, family members, the public, staff, and management
- Responds to emergency situations as they arise. Providing appropriate follow-up and documentation
- Contribute and participate in a safe and healthy workplace
- Follow all safety policies, procedures, and practices
- Report all incidents and near misses
- Report all hazards observed and implement necessary controls to ensure the health and safety of other workers, residents, and visitors.
- Silver Birch Lodge
- (PT)
- Ensured cleanliness and organization of dining areas to enhance guest experience.
- Assisted in meal service, collaborating with kitchen staff to meet dietary needs.
- Monitored dining room operations, identifying areas for process improvement and efficiency.
- Delivered exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Provided attentive service and proactively assessed guest needs.
- Monitored dining room inventory and replenished as necessary.
Server/Expo
Caffery’s – In the Park
10.2022 - 05.2024
- Greet customers upon arrival at the restaurant
- Provide customer service during their dining experience
- Clean and set tables
- Serve food and drinks
- Understand food safety regulations
- Opening and closing restaurant
- Cash out at closing.
- (PT)
- Delivered exceptional customer service by anticipating guest needs and providing timely assistance.
- Maintained knowledge of menu offerings to effectively communicate specials and answer guest inquiries.
- Collaborated with kitchen staff to ensure accurate and efficient order preparation and delivery.
- Trained new servers on restaurant procedures, enhancing team performance and service quality.
- Resolved customer complaints swiftly, ensuring satisfaction and repeat business through effective communication.
- Monitored dining area cleanliness and organization, maintaining a welcoming atmosphere for guests.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- 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.
Supervisor/Shift Leader
Chopped Leaf
06.2017 - 05.2021
- Supervise staff and assist in training
- Address customer complaints or concerns
- Key holder, open and close the restaurant
- Provide customer service, take orders, and cook and deliver food
- Handling cash during transactions and for opening and closing.
- (PT)
- Supervised daily operations, ensuring adherence to food safety and cleanliness standards.
- Trained and mentored new team members, fostering a collaborative work environment.
- Managed inventory levels, reducing waste through effective stock rotation practices.
- Implemented process improvements that enhanced service speed and customer satisfaction.
- Resolved customer complaints efficiently, maintaining high levels of satisfaction and loyalty.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Trained new team members on company policies, procedures, and best practices to maintain consistent service standards.
- Boosted customer satisfaction with prompt, courteous service from well-trained staff members.
- Delegated tasks effectively amongst team members according to individual strengths and abilities, resulting in improved overall productivity levels.
Education
Bachelor of Arts - Major Sociology, Minor Arts and Cultural Management
MacEwan University
06.2025
Skills
- Excellent verbal, nonverbal, and written communication skills
- Exceptional organizational skills
- Excellent time management skills
- Creative problem solving and decision-making skills
- Strong adaptability and agility skills
- Ability to collect and analyze data
- Skilled in Microsoft 365 as well as a variety of social media platforms
- Ability to work as a member of a team, and to request and accept direction
- Critical thinking skills including problem solving and evaluation skills reflective of level of education
- Professional, courteous, and flexible
- Ability to take initiative and works well with limited supervision
- Guest accommodations
- Staff training and development
- Property management systems
- Strong leadership
- Training and mentoring
Certification
- Research grant funding
- Academic research
- GDL class five drivers’ licence
- Pro-serve/Reel Facts/WHIMS
- First Aid for Opioid Poisoning
- Indigenous Canada Certification.
Awards
Alexander Rutherford, Scholarship: Academic excellence
Timeline
Guest Service Manager
Earls Kitchen + Bar
07.2025 - Current
Event Team Member
Edmonton Elks
05.2025 - Current
Server
Earls Kitchen + Bar
02.2025 - Current
Economic Development - Business Census Summer Student
City of Edmonton
05.2024 - 09.2024
Server/Expo
Caffery’s – In the Park
10.2022 - 05.2024
Dining Room Attendant
Heartland Housing Foundation
04.2021 - 06.2024
Supervisor/Shift Leader
Chopped Leaf
06.2017 - 05.2021
Bachelor of Arts - Major Sociology, Minor Arts and Cultural Management
MacEwan University
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