Charlotte Gross
Indianapolis
Summary
Customer service-focused hospitality Beverage Director with strong expertise and content knowledge of beer, fine wines and spirits. Built career of 9 years of experience improving restaurant standards in providing quality beverages and service. Highly skilled in managing employees through entire hiring, training and scheduling areas. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Beverage Manager
Ruths Chris Steakhouse
04.2024 - Current
- Managed all day-to-day operations within budgeted guidelines.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Built stronger wine list aligned with trends, improved credibility of restaurant's program and raised profitability per glass.
- Established strong relationships with suppliers, securing high-quality products at competitive prices.
- Improved average wine and alcohol spend per guest through curation, service training, and hands-on hospitality.
- Purchased beverage stock and handled all inventory needs.
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Oversaw selection, ordering and inventory controls of wine, beer and alcohol program.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Complied with health and safety regulations.
- Managed bar and wait staff and directed hiring program.
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
- Developed staff training programs to enhance employee knowledge and skillsets in the beverage industry.
- Oversaw daily operations, ensuring smooth workflow, excellent customer service, and efficient problem resolution.
Lead Bartender
Ruths Chris Steakhouse
06.2022 - 04.2024
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
- Resolved customer complaints promptly and professionally, preserving positive relationships between the business and its clientele.
- Trained new bartenders on company policies, drink recipes, and customer service best practices to maintain consistent performance across the team.
- Upsold daily specials and beverage promotions to exceed daily sales goals.
- Maintained a clean and well-organized bar area, ensuring compliance with sanitation standards and enhancing guest experience.
- Managed cash handling procedures accurately, reducing discrepancies in daily financial reports.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Led team meetings to continually improve communication among staff members, resulting in more effective teamwork during peak hours.
- Developed a loyal customer base by fostering an engaging and welcoming atmosphere for patrons.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Served high customer volumes during special events, nights, and weekends.
- Kept bar presentable and well-stocked to meet customer needs.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
Lead Hostess
Ruths Chris Steakhouse
05.2021 - 04.2024
- Managed guest waitlists effectively, minimizing wait times while still accommodating walk-in customers whenever possible.
- Adapted quickly to changing restaurant needs, maintaining composure under pressure and exhibiting excellent problem-solving skills.
- Assisted management with hiring, training, and evaluating new host/hostess staff members to maintain a high-performing team.
- Ensured smooth transitions between shifts by thoroughly communicating pertinent information with incoming team members during shift changeovers.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Collaborated with servers and kitchen staff to optimize table turnover rates and overall restaurant efficiency.
- Used Open table with proficiency.
- Actively monitored dining room capacity to maximize seating opportunities while adhering to occupancy limits.
- Managed special events coordination, ensuring seamless execution from initial inquiry through event completion.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
Lead Server
Mellow Mushroom Pizza Bakers
09.2015 - 05.2022
- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
- Cultivated warm relationships with regular customers.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
- Developed strong relationships with guests, fostering loyalty and repeat business.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Education
High School Diploma -
Carmel High School
Carmel, IN05.2019
Skills
- Customer service experience
- Purchasing strategy
- Customer Engagement
- Customer service background
- Compeat
- Open Table
- Aloha
- Restaurant 365
- Health and safety standards
- Inventory Management
- Sanitization protocols
- Beverage Preparation
- Beverage Pairing
- Wine Knowledge
- Conflict resolution
- Attention to Detail
- Reliable and Responsible
- Time Management
- Problem-Solving
- Multitasking
- Organizational Skills
- Scheduling Staff
- Hotschedules
- Coaching and Mentoring
- Recruitment and hiring
- Training and Onboarding
- Employee Performance Evaluations
Timeline
Beverage Manager
Ruths Chris Steakhouse
04.2024 - Current
Lead Bartender
Ruths Chris Steakhouse
06.2022 - 04.2024
Lead Hostess
Ruths Chris Steakhouse
05.2021 - 04.2024
Lead Server
Mellow Mushroom Pizza Bakers
09.2015 - 05.2022
High School Diploma -
Carmel High School
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