CHARLIE FASTENAU
Omaha
Summary
Hospitality professional bringing focus on effective team collaboration and achieving results. Extensive experience in enhancing guest experiences and operational efficiency. Known for reliability and adaptability, with strong emphasis on customer service and problem-solving. Qualified Hospitality Manager with proven record of managing hospitality operations efficiently. Successfully led teams to enhance guest satisfaction and streamline processes. Demonstrated leadership and team-building skills to maintain high standards of service. Professional with strong background in training and development, prepared to drive impactful learning initiatives. Expertise in designing and implementing effective training programs, fostering team collaboration, and adapting to changing needs. Known for delivering results, enhancing employee performance, and ensuring consistent growth through strategic training solutions. Equipped with excellent communication, leadership, and problem-solving skills, making reliable and adaptable asset to any organization.
Overview
7
7
years of professional experience
Work History
HOSPITALITY MANAGER Over TRAINING
TopGolf
01.2025 - Current
- Led operational initiatives to enhance guest satisfaction and streamline service delivery.
- Developed training programs to improve staff performance and ensure consistent service quality.
- Implemented inventory management systems to optimize resource allocation and reduce waste.
- Coordinated event planning efforts, ensuring seamless execution of corporate and private events.
- Oversaw financial management activities, including budgeting, forecasting, and cost control measures.
- Cultivated relationships with vendors and partners to negotiate favorable terms and support operational goals.
- Increased customer service ratings significantly through personable service.
- Promoted a positive work environment fostering teamwork among employees across all departments within the establishment.
- Optimized staffing schedules based on expected occupancy rates, maximizing productivity without compromising on service quality.
- Collaborated with various departments to achieve operational excellence, boosting overall guest experience quality.
- Developed a loyal customer base by consistently exceeding expectations with personalized attention and care.
- Analyzed training needs through surveys, performance metrics, and feedback sessions.
- Facilitated workshops and seminars to promote continuous learning and professional development.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Trained new hires to perform cross-training exercises with experienced workers.
- Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
- Improved compliance with industry regulations through development and delivery of specialized compliance training programs.
- Conducted thorough needs assessments to pinpoint specific training requirements, leading to more targeted and effective training solutions.
ASSISTANT ADMINISTRATOR
TopGolf
10.2023 - 12.2024
- Handled outside inquiries for the FOH department to deal with routine concerns.
- Answered incoming calls and directed messages to the correct party.
- Coordinated office procedures to underpin successful field operations and help meet business objectives.
- Supervised daily operations and administrative tasks to drive office productivity.
- Communicated across corporate departments to address administrative needs and fulfill information requests.
- Performed routine clerical tasks by scanning, filing, and copying documents.
- Assisted with employee onboarding process, providing new hires with necessary resources for success in their roles.
- Handled sensitive information discreetly, maintaining confidentiality of personal data and proprietary business documents.
TEAM LEAD
TopGolf
03.2022 - 12.2024
- Supervised team cash handling and enforced procedures.
- Trained employees to follow standard work processes and learn role-specific skills.
- Led team meetings and brainstorming sessions to evaluate goal progress and support project deadlines.
- Coached team to develop skills and overcome weaknesses to reach goals.
- Empowered employees to handle numerous issues first-hand and skillfully managed escalated conflicts to restore customer loyalty.
- Developed new strategies to improve customer loyalty and maintain high satisfaction rates with consistent service.
- Educated FOH staff on alcoholic and non-alcoholic beverages through regular instruction.
- Monitored employee compliance with health codes and enforced compliance to protect customers and minimize liabilities.
- Coordinated training for new FOH staff and coached established employees on procedures to correct problems.
- Maintained restaurant's reputation for service excellence by effectively overseeing FOH team.
- Analyzed operational data to identify areas for improvement and optimize resource allocation.
EVENT AMBASSADOR
TopGolf
01.2022 - 12.2024
- Coordinated event logistics to ensure seamless execution and high attendee satisfaction.
- Trained and mentored junior staff on event operations and customer engagement strategies.
- Developed and implemented promotional materials to enhance event visibility and attendance.
- Established relationships with vendors to secure competitive pricing and quality services for events.
- Led onsite teams during events, ensuring compliance with safety standards and operational protocols.
- Managed registration processes, enhancing efficiency and accuracy in attendee tracking systems.
- Collaborated with cross-functional teams to align event goals with organizational objectives for strategic impact.
- Assisted sponsors with booth setup and provided support throughout the event to ensure positive experiences for both sponsors and attendees.
- Improved overall event satisfaction by providing excellent customer service and addressing inquiries promptly.
- Actively participated in pre-event meetings and training sessions to stay informed about event details and expectations.
- Developed strong relationships with attendees by engaging in meaningful conversations and providing personalized assistance when needed.
- Supported fellow Event Ambassadors in their roles, fostering a positive team environment and ensuring seamless collaboration.
- Utilized problem-solving skills to address any unexpected challenges that arose during events, ensuring minimal impact on attendee experience.
SERVER
TopGolf
12.2021 - 12.2024
- Provided exceptional customer service in fast-paced dining environment.
- Collaborated with kitchen staff to coordinate efficient meal preparation and presentation.
- Trained and mentored new servers on restaurant policies and service standards.
- Resolved customer complaints promptly, enhancing overall dining experience.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Completed store opening and closing procedures and balanced tills.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
CHILDCARE PROVIDER
Lifetime Fitness Center
04.2020 - 12.2021
- Selected activities to reinforce learning and discovery and helped children develop personal interests.
- Cultivated safe and inclusive care environment to nurture and encourage children.
- Observed signs of behavioral or emotional issues and alerted senior staff and parents of concerns.
- Built positive relationships with parents and listened to concerns and requests.
- Provided enjoyable activities for children under supervision.
- Read to groups for storytime and encouraged questions and exploration.
- Assisted children in overcoming inappropriate behavior and provided positive guidance and reinforcement.
- Communicated with parents regarding observations and concerns or to provide positive feedback.
SERVER/HOSTESS
Jack and Marys
04.2018 - 08.2021
- As a hostess and waitress, I learned many skills including dealing with customers needs and suiting to them.
- I also learned to be quick-thinking to solve immediate problems.
- As well as leadership and team- building exercises to make the company flow better.
- I learned to be compassionate about my job and that having a positive attitude always results in having a good day.
- Communicated customers' menu choices and special requests to kitchen staff to minimize errors.
- Transported food products, cleaned tables and counters, and stocked dining room supplies.
- Picked up trash and removed spills promptly to keep dining area fresh and inviting.
- Greeted guests promptly, shared daily specials, and collected drink orders to offer superior service.
- Answered phones and took phone orders for customer pick up or delivery.
- Used POS system to accurately input orders and process payments.
- Gained familiarity with menu ingredients and cooking processes to respond to customer inquiries.
- Trained new servers in restaurant procedures and customer service standards.
FRONT DESK RECEPTIONIST
Blue Moon Fitness
11.2019 - 11.2020
- At this job, I greet members in the gym and make them feel comfortable in the environment.
- Skills I have gained from this job include CPR, sales, and communication.
- I would cashier to people if they were to buy retail.
- I would also clean and assist in any jobs to assist the team.
- Welcomed coworkers and visitors and directed them to appropriate departments.
- Relayed all messages promptly to the proper parties.
- Handled all phone calls and routed calls to appropriate locations.
- Scheduled appointments and events.
- Kept lobby and reception area clean and neat at all times.
- Answered telephone calls to provide information, take messages, and set up appointments.
- Calculated and quoted membership rates for customers and noted choices in the system.
- Learned to sell memberships with detailed information set for the specific person and needs.
Education
HIGH SCHOOL DIPLOMA -
Westside High School
Omaha, NE05.2020
Skills
- Restaurant Experience
- Serving Experience
- Host/Hostess
- Cleaning Experience
- Busser
- Cashiering
- Bartending
- Front Desk
- Food delivery
- Menu memorization
- High-volume dining
- Liquor and wine service
- Table setting
- Suggestive selling
- Upselling
- Process payments
- Safe alcohol service
- Bus tables
- Food handling
- Employee scheduling
- Staff training and development
- Guest relations management
- Health and safety compliance
- Labor cost control
- Budgeting and financial management
- Food safety regulations
- Reservation systems
- Facility management
- Revenue management
- Guest satisfaction tracking
- Recruitment and hiring
- Complaint handling
- Vendor negotiation
- Brand standards adherence
- Customer rapport
- Guest communication
- Hospitality best practices
- Reservation management
- Client relationship management
- Brand representation
- Guest complaint resolution
- Team member development
- Hospitality and service industry background
- New hire on-boarding
- Coaching and mentoring
- Training methods
- Leadership training
- Training facilitation
- Training delivery
Timeline
HOSPITALITY MANAGER Over TRAINING
TopGolf
01.2025 - Current
ASSISTANT ADMINISTRATOR
TopGolf
10.2023 - 12.2024
TEAM LEAD
TopGolf
03.2022 - 12.2024
EVENT AMBASSADOR
TopGolf
01.2022 - 12.2024
SERVER
TopGolf
12.2021 - 12.2024
CHILDCARE PROVIDER
Lifetime Fitness Center
04.2020 - 12.2021
FRONT DESK RECEPTIONIST
Blue Moon Fitness
11.2019 - 11.2020
SERVER/HOSTESS
Jack and Marys
04.2018 - 08.2021
HIGH SCHOOL DIPLOMA -
Westside High School