Kelsey Wiedman
Cripple Creek
Summary
Dynamic Front of House Supervisor at Colorado Grande Casino with a proven track record in enhancing guest relations and optimizing operational efficiency. Skilled in staff supervision and complaint handling, I successfully implemented process improvements that elevated customer satisfaction and fostered a collaborative team environment. Pos systems server sides and management sides. Manager serve safe certification, and Tips certification. Paycom and paycom scheduling as well as approving, denial of missed punches and time requests
Overview
1
1
Certification
Work History
Front of House Supervisor
Colorado Grande Casino
- Supervised daily operations, ensuring exceptional guest experiences and adherence to service standards.
- Trained and mentored front of house staff, fostering a collaborative and efficient work environment.
- Coordinated with management to implement new policies that enhanced operational efficiency and customer satisfaction.
- Monitored inventory levels, managing stock orders to minimize shortages and optimize service delivery.
- Resolved guest complaints promptly, maintaining a positive atmosphere and promoting customer loyalty.
- Implemented process improvements that streamlined workflows, contributing to overall operational success in busy periods.
- Collaborated with kitchen staff to ensure timely meal service, enhancing overall dining experience for guests.
- Enhanced customer satisfaction by providing attentive service and addressing concerns promptly.
- Trained new employees on company policies, procedures, and service standards to ensure consistent guest experiences across the team.
- Performed cash handling activities and secured nightly bank deposits.
- Developed strong relationships with customers, resulting in repeat business and word-of-mouth referrals.
- Acted as a liaison between Front of House and Back of House departments, ensuring clear communication for seamless service delivery.
- Managed reservations, table assignments, and seating plans to maximize restaurant capacity and minimize wait times for guests.
- Handled customer complaints professionally and effectively, turning potential negative situations into positive outcomes.
- Demonstrated adaptability in handling unexpected situations or challenges that arose during service hours, effectively addressing issues to maintain customer satisfaction levels.
Food and Beverage Manager
Wildwood Casino
- Managed daily operations of food and beverage services to enhance guest experience.
- Developed and implemented training programs for staff to improve service quality.
- Monitored inventory levels and ordered supplies to maintain operational efficiency.
- Collaborated with culinary team to create seasonal menus aligning with guest preferences.
- Analyzed customer feedback to identify areas for improvement in service delivery.
- Led initiatives to optimize workflow processes, enhancing productivity across departments.
- Fostered a culture of teamwork and accountability among diverse staff members for consistent performance.
- Managed inventory effectively, reducing waste and optimizing stock levels.
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Organized successful special events that contributed to increased sales figures.
- Maintained a clean, safe, and welcoming environment for patrons, adhering to strict health code regulations.
- Improved customer satisfaction by implementing innovative food and beverage menu options.
- Oversaw the hiring process for new employees, selecting top talent to join our team.
Casino Host
Wildwood Casino
- Provided exceptional guest service to enhance player experiences and satisfaction.
- Coordinated VIP events, ensuring seamless execution and memorable interactions.
- Assisted in managing player rewards programs, promoting engagement and loyalty.
- Responded promptly to guest inquiries, resolving issues efficiently and professionally.
- Developed strong relationships with high-value players to encourage repeat visits.
- Collaborated with marketing teams to promote casino events and special offers effectively.
- Trained new staff on customer service standards and operational procedures effectively.
- Assisted in resolving guest disputes professionally, ensuring timely resolution and preserving customer satisfaction levels.
- Maximized casino revenue by monitoring player gaming activities and identifying potential high-value players.
- Increased player loyalty by developing personalized relationships and providing exceptional guest service.
- Showcased expert knowledge of casino offerings, guiding guests towards games and experiences that aligned with their preferences.
- Provided superior customer service through active listening and empathy, creating strong rapport with guests while addressing their needs effectively.
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Devoted significant time being visible and available on casino floor to meet and greet guests during individual visits and special events.
- Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
- Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue.
- Informed guests of events and promotions by assisting marketing department with updating Facebook, Twitter and Foursquare social media pages.
- Consistently achieved sales targets by utilizing strong interpersonal skills to upsell casino services and events to potential players.
- Utilized knowledge of gaming regulations to ensure compliance at all times while maintaining a welcoming environment for guests.
- Maintained accurate records of player information, enabling targeted marketing efforts for relevant promotions and offers.
- Cultivated an extensive network of contacts within the industry, leveraging these connections to provide unique opportunities for valued clients.
- Negotiated complimentary services such as hotel stays or dining experiences on behalf of guests based on their play history, enhancing overall satisfaction rates among frequent visitors.
Bartender/cocktails
Triple Crown Casino
- Mixed and served beverages according to established recipes and customer preferences.
- Maintained cleanliness and organization of bar area, ensuring compliance with health regulations.
- Assisted customers with menu selections, enhancing overall dining experience.
- Processed payments accurately using point-of-sale systems for efficient transactions.
- Trained new bartenders on best practices for drink preparation and customer service.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- 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.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
Education
GED -
Cripple Creek Victor
Cripple Creek, CO05-2008
Skills
- Workplace safety
- Hospitality industry
- Food safety compliance
- Guest relations
- Staff motivation
- Staff supervision
- Policy enforcement
- Employee scheduling
- Hiring
- Health department inspections
- Restaurant operations
- Upselling strategies
- Reservation management
- Table management
- Point of sale systems
- Health and safety regulations
- Team building
- Complaint handling
- Staff management
- Time tracking
- POS system operations
- Emergency procedures
- Health code compliance
- Hygiene standards
- Health code enforcement
- Beverage program management
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Critical thinking
- Team leadership
- Active listening
- Food safety
- Cash handling
- Safety procedures
- Food preparation
- Self motivation
Certification
Serve safe management
Tips certification
Timeline
Front of House Supervisor
Colorado Grande Casino
Food and Beverage Manager
Wildwood Casino
Casino Host
Wildwood Casino
Bartender/cocktails
Triple Crown Casino
GED -
Cripple Creek Victor