Myllena DeSouza
Peabody
Summary
Professional Bartender with extensive knowledge of spirits and engages customers one-on-one. Friendly, open and committed to building customer base by providing positive service experience.
Hardworking Bartender with experience in large-scale casual dining establishments. Committed to upholding highest standards of customer service and safe food handling practices. Well-versed mixologist with diverse menu of memorized drink recipes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Supervisor of Operations
Tony C's Sports Bar & Grill
08.2023 - Current
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Kept high average of performance evaluations.
- Monitored front areas so that questions could be promptly addressed.
- Interceded between employees during arguments and diffused tense situations.
Bartender
Tony C's Sports Bar & Grill
05.2022 - Current
- Served high customer volumes during special events, nights, and weekends.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Applied knowledge to create innovative cocktails, enhance flavor profiles and expertly pair food and drinks.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
- Upheld strict regulations for safe alcohol service and food safety.
- Built relationships with vendors to manage orders and negotiate costs.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Obtained cash bank and stocked service bar to prepare for operation.
Server
Tony C's Sports Bar & Grill
10.2018 - Current
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Increased sales significantly by upselling higher-end products to customers.
Host
Tony C's Sports Bar & Grill
10.2018 - Current
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Answered customer questions about hours, seating, and menu information.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Completed daily side work and opening and closing duties without fail.
- Promoted business loyalty by fostering positive customer relationships.
- Delivered pick-up and curbside orders to guests.
- Answered phone calls to take orders, give information and document reservations.
- Backed up servers by checking on tables and retrieving items for guests.
Server
Jimmy's Steer House
09.2019 - 03.2020
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Bussed and reset tables to keep dining room and work areas clean.
- Cultivated warm relationships with regular customers.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Increased sales significantly by upselling higher-end products to customers.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Host
Jimmy's Steer House
08.2018 - 01.2019
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Backed up servers by checking on tables and retrieving items for guests.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
- Answered phone calls to take orders, give information and document reservations.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
Education
No Degree - Criminal Justice
Salem State University
Salem, MANo Degree - Criminal Justice
University of Massachusetts, Boston
Boston, MA05-2026
Associate of Science - Criminal Justice
North Shore Community College
Danvers, MA05-2023
High School Diploma -
Peabody Veterans Memorial High School
Peabody, MA06-2018
Skills
- Team leadership
- Customer service
- Safety procedures
- Toast POS
- Aloha POS
- Verbal and written communication
- Conflict resolution
Certification
- TIPS
Languages
Spanish
Limited Working
English
Native or Bilingual
Portuguese
Native or Bilingual
Timeline
Supervisor of Operations
Tony C's Sports Bar & Grill
08.2023 - Current
Bartender
Tony C's Sports Bar & Grill
05.2022 - Current
Server
Jimmy's Steer House
09.2019 - 03.2020
Server
Tony C's Sports Bar & Grill
10.2018 - Current
Host
Tony C's Sports Bar & Grill
10.2018 - Current
Host
Jimmy's Steer House
08.2018 - 01.2019
No Degree - Criminal Justice
Salem State University
No Degree - Criminal Justice
University of Massachusetts, Boston
Associate of Science - Criminal Justice
North Shore Community College
High School Diploma -
Peabody Veterans Memorial High School
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