Johnnai Monroe
Calumet City,IL
Summary
Dynamic and adaptable, with a proven track record at Buffalo Wild Wings and IHOP, I excel in fast-paced environments, demonstrating exceptional customer service and a strong work ethic. Skilled in POS operation and guest relations management, I've significantly enhanced customer satisfaction and team efficiency. My approach blends hospitality expertise with effective team leadership, driving performance improvement and fostering memorable guest experiences.
Overview
7
7
years of professional experience
Work History
Server/ Bartender
Buffalo Wild Wings
06.2023 - Current
- 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.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring dining area was prepared for seamless service transitions.
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
- Enhanced dining experience, suggesting food and drink pairings that complemented menu offerings.
Cashier
Buffalo Wild Wings
05.2022 - Current
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Stocked, tagged and displayed merchandise as required.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Answered questions about store policies and addressed customer concerns.
- Effectively communicated with customers to clarify order details and ensure the highest level of satisfaction during their ordering experience.
- Developed a strong knowledge of product offerings to confidently answer customer inquiries and provide recommendations when needed.
- Demonstrated excellent multitasking skills under pressure; managed multiple telephone lines while efficiently processing orders.
- Checked outgoing orders for accuracy before delivery.
- Relayed additional meal requirements, dietary restrictions, allergies and special requests to kitchen staff clearly and accurately.
- Assisted in reducing order errors with meticulous attention to detail while inputting data.
- Restocked bags, cups, lids, sauces and other counter supplies.
- Described menu items in detail and educated customers about meal options.
- Contributed to a positive work environment through effective teamwork and collaboration with colleagues.
- Quickly and carefully checked prepared items against customer orders for accuracy prior to delivery.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Crew Chief
IHOP
12.2021 - 05.2022
- Managed team according to company standards and compliance requirements.
- Organized daily assignments for crew members, ensuring efficient use of time and resources.
- Trained all team members on key roles to maintain flexibility.
- Mentored junior crew members, fostering a supportive work environment and promoting professional growth.
- Solved complex problems quickly through effective collaboration with team members from various departments and disciplines.
- Ensured compliance with industry regulations through diligent recordkeeping and adherence to established protocols.
- Collaborated with other supervisors to address workflow challenges and develop innovative solutions.
- Maintained excellent attendance records, demonstrating dedication to punctuality and reliability as a key member of the team.
- Led employee relations through effective communication, coaching, training, and development.
- Prepared food items according to standardized recipes, ensuring quality.
- Assisted in inventory management by tracking supplies and reporting shortages.
- Enhanced customer experience by maintaining friendly and professional demeanor.
- Processed customer orders efficiently to reduce wait times.
- Assisted with training of new staff to ensure smooth integration into team.
- Improved service speed by coordinating with kitchen staff.
- Delivered food items promptly to provide efficient service.
- Assisted in opening and closing tasks to ensure operational readiness.
- Worked well with teammates and accepted coaching from management team.
- Supported management in training new crew members, leading to improved performance and faster onboarding.
- Followed food safety protocols and best practices as instructed by ServSafe training.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Mentored and developed staff members for career advancement opportunities, leading to a more skilled and motivated workforce.
Host
IHOP
07.2018 - 04.2022
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.
- Assisted servers with food delivery during peak hours to ensure timely service for all guests.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Implemented table rotation system for optimal server workload distribution, resulting in improved service quality.
- Answered phone calls to take orders, give information and document reservations.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
Server
IHOP
09.2018 - 12.2020
- 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.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Adapted to diverse customer needs, providing personalized service that increased guest satisfaction.
- Resolved customer complaints with calm, solution-focused approach, ensuring guest satisfaction.
- Maintained high standards of personal appearance and hygiene, reflecting positively on establishment.
Education
High School Diploma -
Thornwood Highschool
South Holland, IL05-2019
Skills
- Strong work ethic
- Exceptional customer service
- Cash handling
- Guest engagement
- Professional appearance
- Hospitality service expertise
- Memory retention
- Safe food handling
- Menu memorization
- Food running
- Service prioritization
- Order accuracy
- Supply restocking
- Performance improvement
- Suggestive selling
- Beverage preparation
- Shift management
- Server training
- POS operation
- Team management
- Inventory control and record keeping
- Staff management
- Staff scheduling
- Supervisory skills
- Kitchen equipment operation and maintenance
- Order delivery practices
- Dependable and responsible
- Flexible and adaptable
Timeline
Server/ Bartender
Buffalo Wild Wings
06.2023 - Current
Cashier
Buffalo Wild Wings
05.2022 - Current
Crew Chief
IHOP
12.2021 - 05.2022
Server
IHOP
09.2018 - 12.2020
Host
IHOP
07.2018 - 04.2022
High School Diploma -
Thornwood Highschool
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