Morganne Overacre
Mechanicsville
Summary
Dynamic leader with proven expertise in guest service and complaint handling, honed at Palermo Trattoria Pizzeria. Excelled in staff motivation and problem-solving, significantly enhancing customer satisfaction and loyalty. Skilled in both critical thinking and organizational abilities, adept at driving sales and team performance through effective communication and professionalism.
Professional hospitality leader with proven track record in overseeing restaurant operations and enhancing guest experiences. Strong focus on team collaboration, flexible in adapting to changing needs, and consistently delivering results. Skilled in training staff, managing schedules, and ensuring compliance with health and safety standards. Known for reliability, effective communication, and fostering positive work environment.
Overview
22
22
years of professional experience
Work History
Server Supervisor
Palermo Trattoria Pizzeria
Midlothian, VA
01.2019 - Current
- Trained new servers on company policies, procedures, and best practices for exceptional guest service.
- Demonstrated strong attention to detail when handling cash transactions, ensuring accurate billing for customers'' meals while maintaining security measures at all times.
- Successfully resolved customer complaints, ensuring repeat business and positive dining experiences.
- Contributed to increased sales with upselling techniques, effective menu presentation, and knowledge of specials.
- Developed strong relationships with regular customers, leading to increased loyalty and word-of-mouth referrals.
- Maintained a clean, safe, and organized work environment by adhering to hygiene standards and restaurant policies.
- Managed large parties effectively, coordinating with both front-of-house and back-of-house teams for smooth service execution.
- Handled high-pressure situations with grace and professionalism, ensuring guests'' needs were met efficiently while maintaining a calm demeanor.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Enhanced customer satisfaction by providing efficient and friendly service to guests.
Serrver/Head Bartender
21 Spoons Restaurant
Midlothian, VA
05.2022 - 12.2024
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Developed a strong rapport with patrons, resulting in repeat business and increased loyalty.
- Trained new bartenders on drink recipes, mixing techniques, and customer service skills to enhance overall performance.
- Monitored cash handling procedures to ensure accuracy in transactions while minimizing instances of theft or loss.
- Maintained a clean and organized workspace, adhering to strict hygiene standards for the health and safety of customers.
- Increased customer satisfaction by providing exceptional service and crafting high-quality cocktails.
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
- Educated staff on responsible alcohol serving practices; created a safe and enjoyable atmosphere for guests while reducing liability risks.
- Conducted regular staff meetings to discuss performance goals, share feedback, and foster teamwork among employees.
- Managed bar at special events, leading team in providing coordinated service for weddings, business meetings and social gatherings.
- Assisted in event planning and execution, delivering memorable experiences for private parties and corporate functions.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
Assistant Manager
Aeropostale
Richmond, VA
12.2002 - 06.2004
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Analyzed sales data to identify trends and adjust inventory orders accordingly.
- Oversaw daily operations to maintain store cleanliness and organization.
Education
No Degree - Music Education
Virginia Commonwealth University
Richmond, VASkills
- Guest service
- Complaint handling
- Staff motivation
- Problem-solving abilities
- Multitasking
- Excellent communication
- Critical thinking
- Organizational skills
- Effective communication
- Adaptability and flexibility
- Decision-making
- Professionalism
Timeline
Serrver/Head Bartender
21 Spoons Restaurant
05.2022 - 12.2024
Server Supervisor
Palermo Trattoria Pizzeria
01.2019 - Current
Assistant Manager
Aeropostale
12.2002 - 06.2004
No Degree - Music Education
Virginia Commonwealth University
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