Shannon Johnston
Calgary,Alberta
Summary
Experienced fine dining server with a passion for delivering exceptional customer service and creating memorable dining experiences. Proven track record in team engagement, customer satisfaction, and problem resolution. Skilled in anticipating and addressing customer needs, handling dietary requirements, and upholding food safety standards. Dedicated to staying current on menu offerings and providing personalized recommendations. Thrives in high-volume environments with a focus on maintaining a positive attitude and delivering excellence.
Overview
15
15
years of professional experience
Work History
Professional Server
CSEC Calgary Flames, Telus Club Premium Services
08.2023 - Current
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Contributed to successful teamwork dynamics by covering shifts when necessary or assisting coworkers with tasks during busy periods.
- Handled high-pressure situations professionally, resolving customer complaints effectively.
- Maintained clean and organized dining areas for an enjoyable dining experience.
- Worked with POS system to place orders, manage bills, and handle payment management.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Streamlined order-taking process by accurately recording customer preferences and dietary restrictions.
- Built relationships with regular customers, fostering a welcoming atmosphere that encouraged repeat visits.
- Supported special events and private parties by setting up tables, serving guests, and cleaning up afterward.
Professional Server
The Nash Restaurant and Off Cut Bar
08.2018 - 07.2022
- Fine dining and hospitality expertise.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Reliability in fast paced environments with quick problem solving and crisis management.
- Extremely proficient in time management of table turnover.
- Managed multiple tables simultaneously, ensuring prompt service and satisfied customers.
- Extensive food training. Experience with beef, game and fish.
- Passionate about menu details and unique stories pertaining to preparation, and farm to table practices.
- Romancing details about wine makers and farming practices
- Exceeded sales goals consistently by recommending wine pairings and upselling menu items appropriately to guests'' preferences.
- Daily reconciliation of cash-outs
- Supported special events and private parties by setting up tables, serving guests, and cleaning up afterward.
- Responded quickly to changing circumstances during peak times to ensure efficient workflow with the team.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Demonstrated knowledge of menu items and ingredients, assisting guests in making informed decisions about their meal choices, including any dietary restrictions or allergies.
- Worked with POS system to place orders, manage bills, and take mobile payments.
- Trained new servers on restaurant protocols, contributing to a cohesive team environment.
Assistant General Manager
The Nash Restaurant and Off Cut Bar
06.2019 - 07.2021
- Manage, and assist General Manager, in daily operations of the restaurant and bar
- Maintain a high level of professionalism with award winning customer service for our guest experience
- Team performance feedback, individual goal setting, upholding business objectives
- Strong leadership and communication
- Team oriented and motivated in a fast paced environment
- Problem solving and crisis management
- Uphold our company's vision and values as a team ambassador
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Mentored and motivated team members to achieve challenging business goals.
Professional Server
Open Range And Big Fish
06.2009 - 05.2017
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Supported special events and private parties by setting up tables, serving guests, and cleaning up afterward.
- Built relationships with regular customers, fostering a welcoming atmosphere that encouraged repeat visits.
- Maintained clean and organized dining areas for an enjoyable dining experience.
- Responded quickly to changing circumstances during peak times to ensure efficient workflow within the server team.
- Managed multiple tables simultaneously, ensuring prompt service and satisfied customers.
- Balanced cash registers at the end of each shift, maintaining accurate financial records.
- Handled high-pressure situations professionally, resolving customer complaints effectively.
- Trained new servers on restaurant protocols, contributing to a cohesive team environment.
- Increased repeat business through exceptional service and building rapport with guests.
- Demonstrated knowledge of menu items and ingredients, assisting guests in making informed decisions about their meal choices.
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
Education
Certificate - Digital Communication And Marketing
Mount Royal University
Calgary, ABPhotojournalism -
SAIT
Calgary, ABEmergency Medical Services, EMR, EMT-A -
SAIT
Calgary, ABHigh School Diploma - Honors -
James Fowler HS
Calgary, ABSkills
- WSet Level 1 Wine Certification
- Current Proserve
- Exceptional Customer Service
- Organization
- Efficient multitasking
- Time Management
- Goal Setting
- Strong Communication Skills
Timeline
Professional Server
CSEC Calgary Flames, Telus Club Premium Services
08.2023 - Current
Assistant General Manager
The Nash Restaurant and Off Cut Bar
06.2019 - 07.2021
Professional Server
The Nash Restaurant and Off Cut Bar
08.2018 - 07.2022
Professional Server
Open Range And Big Fish
06.2009 - 05.2017
Certificate - Digital Communication And Marketing
Mount Royal University
Photojournalism -
SAIT
Emergency Medical Services, EMR, EMT-A -
SAIT
High School Diploma - Honors -
James Fowler HS
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