MELISSA ROPER VERRIER
Phoenix
Summary
Dedicated and motivated Hospitality Professional with 15+ years of experience leading daily operations in fast-paced, high-volume, and fine-dining operations. Proven record of exceeding budgetary and operational goals. Managed, planned, and executed a variety of events including rehearsal dinners, award dinners and corporate events. Leads by example mentality with a reputation for hands-on involvement in training and motivating staff towards maximum productivity and guest satisfaction. Reliable, highly focused, motivated and exceedingly detail oriented.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Server
Goat and Vine
11.2024 - 01.2025
- Delivered exceptional dining experiences by providing attentive service to an average of 30 tables per shift, ensuring customer satisfaction and repeat business
- Received remarkable YELP reviews highlighting attentive and professional service, praised by Management and ownership for these reviews
- Committed to using the TOAST handheld throughout service, and intuitively navigated and managed orders with ease
- Served a wine-driven clientele in Temecula wine country daily, with high expectations of wine and meal pairings
- Quickly became the service trainer, and ensured new team members met standards while also enhancing guest satisfaction through effective coaching
- Relocated to Arizona
Server Lead
Gourmet Italia/ Bottega Italia
03.2021 - 10.2024
- As the trainer and service lead, I handle complaints and feedback graciously, ensuring the overall dining experience meets or exceeds customer expectations
- Ensures that the team is well-trained in customer service with a focus on communication, problem-solving, efficiency, and order accuracy
- Organizes and directs the Front of House and kitchen teams during each shift, while appropriately ensuring proper labor percentages are adhered to
- Supervises and motivates a team of 10+ employees, fostering a collaborative and efficient work environment
- Accurately runs and records multi-course meals in a timely and appropriate manner
- Aided in maintaining positive customer feedback by proactively preventing and resolving customer complaints
- High willingness and strive to personalize the dining experience for new and repeat customers through strong communication
Service and Event Manager
Bluewater Grill
07.2017 - 03.2021
- Responsible for hiring, scheduling, and the training of all service staff including servers, food expeditors, hostesses, and bartenders
- Streamlined service procedures for over 30 staff members and minimized labor costs through effective scheduling and delegation
- Managed staff to ensure that all diners receive prompt, friendly, and efficient service
- Created proposals for prospective clients that included pricing information as well as timelines for delivery to secure new business opportunities
- Processed payroll in an efficient and timely manner for all employees
- Addressed and de-escalated guest complaints and concerns
- Ensured that all food and beverages remain consistent and adhere to strict company standards
- Maintained the highest levels of company standards for facility cleanliness
- Efficiently completed both opening and closing managerial accounting
- Created detailed training programs for all front of house departments
- Served as direct on-site contact for all private event inquiries and sales
- Addressed complaints and feedback promptly and professionally, showing the guests that their opinions matter
- Created contracts and specific menus for each private event booked
- P&L management of controllable expense
Service Manager
F10 Creative
05.2015 - 04.2017
- Managed staff and daily services at three separate restaurant concepts with high multitasking skills
- Financial reporting, including preparing and presenting accurate financial statements such as income statements, cash flow statements, and balance sheets
- Ensured the restaurant adhered to state, local, and federal health regulations and guidelines to maintain a safe and sanitary environment for customers and employees.
- Adhered to fine-dining service techniques and dialogue
- Represented the proper company culture and views at all dining concepts
- Exceeded and pushed expectations of proper ‘Up-Selling’ and Check-building sales techniques to all staff members
- Trained all new service employees including hosts, bussers, back-servers, and servers
- P&L management of controllable expense and implemented cost control measures
Service Manager
Fox Restaurant Concepts
11.2010 - 04.2015
- Responsible for all daily retail operations and 30 staff, serving an average of 600 guests per day
- Responsible for scheduling, training, new hire processing, staff management, and inventory management
- P&L management of controllable expense
- Successfully led the restaurant to achieve a 98% score on health inspections for two consecutive years and implemented strict hygiene protocols
- Managed and highly motivated front and back-office staff towards positive job engagement
- Served as the ultimate point to quickly and professionally resolve guest complaints and concerns
- Provided support for all Fox Restaurant Concepts corporate marketing and promotional activities and programs
- Directly managed staff of up to 30 including Front of House personnel including hostesses, servers, barista’s, and bartending staff
- Responsible for training all service staff - evaluated staff performance, conducted interviews, and monitored compliance with state Liquor laws, policies, and processes
- Managed daily opening and closing procedures of 7,500 square foot facility
- The Henry/ The Arrogant Butcher
Education
Bachelor of Arts - Art History
Arizona State University
Tempe, ArizonaAssociate’s degree - Culinary Arts
Scottsdale Community College
Scottsdale, ArizonaSkills
- Industry Knowledge: Event Planning, Event Logistics, Fine Dining Food & Beverage Sales and Service, Food & Beverage Ordering, Profit and Loss Knowledge, Kitchen Operations, Menu Development, Reservation Management
- Proficient in the following software programs: POS Systems, OpenTable, TOAST, ALOHA Enterprise, CONCUR Invoicing System, Microsoft Office, Microsoft Word, ADP Payroll
- Extensive Wine and Alcohol Knowledge
- Daily specials memorization
- Team member support
- Hostess support
- Guest relations management
- Food sales and promotion
- Food inspection
Certification
- CA/AZ Food Handlers Certified
- ServeSafe Manager Certified
Timeline
Server
Goat and Vine
11.2024 - 01.2025
Server Lead
Gourmet Italia/ Bottega Italia
03.2021 - 10.2024
Service and Event Manager
Bluewater Grill
07.2017 - 03.2021
Service Manager
F10 Creative
05.2015 - 04.2017
Service Manager
Fox Restaurant Concepts
11.2010 - 04.2015
Associate’s degree - Culinary Arts
Scottsdale Community College
Bachelor of Arts - Art History
Arizona State University