Responsible for building and leading the learning and development strategy for Replacements, Ltd., the world's largest retailer of china, crystal, and silver, and estate jewelry.

Planned and delivered all front-of-house training for a staff of 30 at this startup co-op brewery/restaurant with dining room service on 2 floors. Also held additional front-of-house management responsibilities.• Designed and developed training programs for front-of-house staff in restaurant operations (including steps of service, menu items, food handling, alcohol sales) with the objective of promoting staff mastery of customer service, operational procedures, organizational policies, and regulatory compliance• Delivered in-person training to a staff of 30 through classroom training, demonstrations, shadowing, and on-the-job training that improved front of house performance and increased guest satisfaction measures and overall tip average• Created individual and group training schedules for a staff of 30 and maintained front-of-house training records• Conducted training evaluations and analyses through staff observation and interview methods to evaluate training programs and determine gaps in the training curriculum• Collaborated with general management to align training and development programs with business strategy and increase employee commitment, motivation, productivity, and financial performance• Recruited, selected, and onboarded new front-of-house staff as needed and filed all new hire paperwork in compliance with company and government documentation requirements• Managed front-of-house staff during regular operations and special events through task allocation and performance management to deliver high-quality sit-down service• Resolved customer service issues and complaints through hospitality and conflict resolution/de-escalation techniques, and documented guests' experiences for future evaluations and training purposes• Planned, budgeted, and executed special events of various scale by coordinating with the events manager, restaurant staff, and outside vendors to deliver first-class guest experiences

Delivered high-quality training for front-of-house staff at this high-volume family-owned luxury bakery in NYC with sit-down and counter service. Also held waitstaff, food runner, and host responsibilities.• Delivered hands-on training for new front-of-house employees through demonstrations, shadowing, and on-the-job training, ensuring new hires adhered to company standards, operational procedures, organizational policies, and NY Department of Health food handling regulations• Evaluated the performance of a staff of 15 through observation and shadowing; evaluated individual and team strengths and weaknesses; and provided additional coaching and training as needed to improve staff performance• Selected promising staff to cross-train in various front-of-house roles and delivered hands-on training through demonstration, shadowing, and on-the-job training that effectively transferred the skills and competencies needed for successful performance• Communicated regularly with management regarding training program effectiveness, and made adjustments to training procedures as necessary• Provided guests exceptional customer service in high-volume and served on average 200 covers per eight-hour shift with a cumulative tip average of 23%• Regularly surpassed daily sales goals by upselling effectively and optimizing table-turns• Performed additional tasks whenever necessary, including host, busboy, and bakery duties

Supervised the front-of-house operations of The West Bank Café, a 100-seat restaurant in the heart of Times Square.• Coordinated the workflow of a team of 15 during lunch and dinner services by assigning tasks according to team composition, individual performance, and customer needs, thereby optimizing dining room operations and improving guest satisfaction• Monitored fluctuations in customer traffic throughout the day and initiated staff cuts and closing procedures accordingly to reduce unnecessary labor costs• Served as a liaison between management, kitchen staff, and front-of-house staff using clear communication techniques to ensure smooth operations during high-volume shifts• Managed customer issues and complaints using high-quality customer service and conflict resolution techniques when necessary to ensure guests' needs are met and provide an overall positive experience that encourages customer retention• Trained front-of-house staff in customer service, operational procedures, organizational policies, and regulatory compliance• Filled in for waitstaff and bussers as needed to ensure smooth restaurant operations• Provided high-quality, attentive, and efficient customer service to guests in-person and over the phone• Managed reservations and waitlisted guests, seated parties in a timely manner, and provided updated wait times• Assigned tables to fairly split waitstaff workload while also attending to guests' needs and preferences• Oversaw all takeout orders placed in person, over the phone, and through Postmates