Tanya Smith
Calgary,AB
Summary
Customer service-focused hospitality Food and Beverage Manager with restaurant, lounge, bar and hotel experience.
Built management career of 15 years improving restaurant, lounge and bar standards in providing quality beverages and service, while working and supporting other departments in a hotel atmosphere.
Overview
26
26
years of professional experience
Work History
Food and Beverage Manager
Hotel Blackfoot
09.2016 - Current
- Established a culture of continuous improvement by encouraging staff feedback on processes, menu items, and customer interactions.
- Coordinated special events such as private parties or corporate gatherings to enhance overall revenue generation opportunities within the establishment.
- Increased revenue through effective upselling techniques and promotional strategies.
- Managed budgets, forecasting sales, controlling costs, and achieving profitability targets.
- Implemented safety protocols for proper food handling, storage, and sanitation procedures to maintain a safe working environment.
- Streamlined operations for increased efficiency by optimizing staff schedules and task assignments.
- Negotiated with vendors and suppliers to reduce costs and achieve profitability.
- Trained, supervised and motivated 30-40 employees to enhance customer service and encourage repeat business.
- Integrated personnel to maximize efficiency and maintain low employee turnover rate.
- Promoted company in local community through word-of-mouth, social media and special events.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
Restaurant Manager
Hotel Blackfoot
08.2010 - 09.2016
- Improved overall customer satisfaction by implementing new service standards and staff training programs.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Promoted positive work environment with proactive conflict resolution strategies and team-building activities.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
- Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
- Streamlined front-of-house operations by introducing digital reservation systems and mobile payment options for enhanced convenience.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
Restaurant Supervisor
Hotel Blackfoot
07.2009 - 08.2010
- Monitored health and safety standards to maintain a clean, safe working environment.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Assisted in recruitment processes, selecting well-qualified candidates that contributed positively to team dynamic.
- Scheduled staff shifts efficiently, considering individual availability and skill sets for optimal workforce distribution.
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
Head Server
Schanks Athletic Club
08.1998 - 02.2009
- Provided support to management in development and implementation of new policies and procedures, ensuring consistency in service standards across team.
- Increased restaurant revenue by upselling menu items and promoting daily specials.
- Handled high-pressure situations with poise, ensuring positive experience for both staff and customers.
- Facilitated smooth transitions between shifts by clearly communicating pertinent information to incoming staff members.
- Collaborated with kitchen staff to ensure timely delivery of orders while maintaining food quality standards.
- Trained new servers to uphold company standards in customer service, food handling, and overall professionalism.
- Stayed up-to-date on menu changes to help customers make food choices.
- Maintained clean and organized dining area to create pleasant and welcoming atmosphere for customers.
Telephone Banking
Bank Of Montreal
03.1998 - 01.2002
- Managed sensitive client information with strict adherence to confidentiality policies and data protection guidelines.
- Boosted sales revenue with effective cross-selling of banking products and services.
- Provided personalized account recommendations based on individual needs and financial goals.
- Verified customer identity using multi-factor authentication methods to prevent unauthorized access or fraudulent activity on accounts.
- Implemented feedback from coaching sessions to continually enhance professional development and performance levels.
- Maintained high-quality service standards, consistently meeting or exceeding performance metrics.
- Exceeded monthly sales targets regularly through effective promotion of bank products tailored towards individual customer needs.
- Contributed to positive work environment by supporting colleagues during peak periods or staff shortages.
- Collaborated with team members to share best practices and improve overall team performance.
- Navigated complex customer issues, escalating to appropriate departments when necessary.
Education
High School Diploma -
James Fowler High School
CalgaryWSET Level 1 & 2
CalgarySupervision - Tool Kit of Skills
MRU Professional Development
CalgaryACCT/Finance Non-Accountants
SAIT
CalgaryLeadership (F&B Management)
SAIT
CalgaryHuman Resources (F&B Management)
SAIT
CalgaryOperations Analysis (F&B Management)
SAIT
CalgarySkills
- Event Coordination
- Recruitment
- Relationship Building
- Strategic Planning
- Reliability
- Operations Management
- Problem-solving abilities
- Organizational Skills
- Self Motivation
- Reliable and Responsible
Languages
English
Elementary
Timeline
Food and Beverage Manager
Hotel Blackfoot
09.2016 - Current
Restaurant Manager
Hotel Blackfoot
08.2010 - 09.2016
Restaurant Supervisor
Hotel Blackfoot
07.2009 - 08.2010
Head Server
Schanks Athletic Club
08.1998 - 02.2009
Telephone Banking
Bank Of Montreal
03.1998 - 01.2002
High School Diploma -
James Fowler High School
WSET Level 1 & 2
Supervision - Tool Kit of Skills
MRU Professional Development
ACCT/Finance Non-Accountants
SAIT
Leadership (F&B Management)
SAIT
Human Resources (F&B Management)
SAIT
Operations Analysis (F&B Management)
SAIT
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