Laura Yount
Siler City
Summary
Proven hospitality leader with a track record of enhancing guest satisfaction at The Capital Grille. Excelled in multitasking and customer service, significantly boosting repeat business. Authored a nationally adopted training manual, showcasing exceptional team collaboration and training skills. Expert in sales upselling and guest relations management, consistently maintaining a positive and professional demeanor.
Overview
19
19
years of professional experience
Work History
Server / Certified Trainer/ New Store Opener
The Capital Grille
Tampa, FL And Charlotte,NC
04.2005 - 08.2024
- 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.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Ensured customer satisfaction with detailed attention to special dietary needs and preferences.
- Adapted to diverse customer needs, providing personalized service that increased guest satisfaction.
- Resolved customer complaints with calm, solution-focused approach, ensuring guest satisfaction.
- Not only did I train new hires, I was also asked to write a training program and create training materials for my store as well as new stores that were open after. My training manual was used by every new store since 2005 and became what is now the standardized manual all over the country
- Assisted in planning and execution of special events, contributing to restaurant's reputation for hosting.
- Boosted repeat customer rates, remembered regular guests' preferences and greeted them by name.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
Education
Associate of Arts - General Studies
Indian River State College
Ft. Pierce, FLBachelor of Science - Criminal Justice
University of Central Florida
Orlando, FLSkills
- Strong work ethic
- Exceptional customer service
- Cash handling
- Guest engagement
- Hospitality service expertise
- Service prioritization
- Team collaboration
- Sales expertise
- Performance improvement
- Guest relations management
- Task prioritization
- Effective customer upselling
- Positive and professional
- Server training
Timeline
Server / Certified Trainer/ New Store Opener
The Capital Grille
04.2005 - 08.2024
Associate of Arts - General Studies
Indian River State College
Bachelor of Science - Criminal Justice
University of Central Florida