Tobias McCaw
La Porte,IN
Summary
Dynamic leader with proven expertise in customer service management and workflow optimization, honed at Lettuce Entertain You and Venue One. Excelled in team leadership, fostering repeat business through exceptional service, and implementing system improvements. Achieved significant performance enhancements by prioritizing employee development and customer satisfaction. Skilled in conflict resolution and multitasking, driving operational excellence and positive outcomes.
Overview
13
13
years of professional experience
Work History
Floor/Service Manager
Lettuce Entertain You
06.2020 - 05.2024
- Established team priorities, maintained schedules and monitored performance.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Front Door Host
Lettuce Entertain You
01.2014 - 03.2019
- Assisted in training new hosts, fostering teamwork and consistency across the team.
- Coordinated seating arrangements to maximize efficiency and accommodate special requests from guests.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Implemented reservation system improvements, reducing wait times for guests during peak hours.
- Increased repeat business through exceptional customer interactions and problem resolution skills.
- Developed strong rapport with regular customers, ensuring their specific needs were met each visit.
Facility Manager
Venue One
10.2011 - 11.2015
- Supervised staff of [Number] in day-to-day activities.
- Oversaw all aspects of equipment installation, maintenance, and repair for both internal and external services.
- Maintained facility grounds, equipment, and safety compliance.
- Evaluated facility operations and personnel for safety and health regulations compliance.
- Oversaw finances and made recommendations to reach or exceed budget in unforeseen circumstances.
- Coordinated with vendors and contractors to arrange services and repairs to be completed on time and to desired quality levels.
- Prepared reports and schedules with accuracy.
Education
No Degree - Business Management
Western Michigan University
Kalamazoo, MISkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Employee training and development
- Customer service management
- Conflict resolution
- Workflow management
Timeline
Floor/Service Manager
Lettuce Entertain You
06.2020 - 05.2024
Front Door Host
Lettuce Entertain You
01.2014 - 03.2019
Facility Manager
Venue One
10.2011 - 11.2015
No Degree - Business Management
Western Michigan University
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