Owen Crocker

Taking the role of service manager, I was typically in charge of evening service rushes. Providing and ensuring top quality guest experience, efficiency and food and beverages, while also supporting the higher managers with multiple forms of admin which include:

• Coordinated events at the venue, leading to increased bookings.
• Trained new staff on customer service protocols to enhance guest experience.
• Managed cash handling procedures, reducing discrepancies in the daily tally.
• Monitored stock levels to avoid any potential shortages during peak hours.
• Ordering stock weekly with accuracy in reference to sales as to not overspend or under order.
• Ensuring a clean and hygienic working bar during all services.

• Trained front of house staff in waiting and running sections, food-running and bartending to a high standard.
• Maintained FoH standards including table service, quality of cocktails and other drinks and general communications.
• Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
• Improved team performance by conducting reviews and KPI data analysis.
• Met health and safety guidelines to maintain compliant working environments within the restaurant and bar.
• Handled guest complaints to protect brand reputation.
• Led team of 10+ to deliver top-quality service and achieve company targets.
• Wrote end of shift reports to facilitate service continuity.
• Provided reliable and exceptional ability to run sections, hosting and managing of guests reservations, as well as bartending. Including taking allergen orders with the highest of precautions and safety.
• Demonstrated high knowledge and understanding of the restaurants menu, to guarantee drinks and food are being made to spec.
• Successfully partook and ran end-of-night closes, including counting and analysing sales with perfect accuracy.

• Warmly greeted guests upon arrival to create welcoming atmosphere.
• Assisted customers with menu selection, offering knowledge of current special dishes and personal recommendations to build rapport.
• Checked in with customers during meals to check orders were received correctly and met guests' expectations.
• Provided friendly, courteous service, maximising positive customer satisfaction ratings.
• Served high volumes of guests in fast-paced service environments with exceptional customer care.
• Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
• Facilitated smooth delivery of service by dealing with guests requests efficiently and accurately, maintaining clear and effective communication with kitchen staff.
• Prepared mixed drinks and poured wine, beer and non-alcoholic beverages within target service timeframes.
• Proposed changes to drink preparation methods to achieve different tastes.
• Created range of alcoholic and non-alcoholic mixed drinks for establishment guests.

• Regularly checked on guests to ensure satisfaction, upselling drinks and side orders to increase revenue.
• Delivered exceptional service by greeting and serving customers in timely, friendly manner.
• Discussed menu items and dietary concerns, noted special requests and suggested additional items to meet upsell goals.
• Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
• Calculated charges, issued bills and collected payments, processing accurately to avoid till discrepancies.
• Kept guest tables neat and tidy by regularly clearing away dirty dishes, used glasses and wiping down surfaces.
• Provided friendly, courteous service, maximising positive customer satisfaction ratings.
• Processed cash and card payments promptly, minimising customer waiting times and enabling swift table turnarounds.