Gloria Herpel
ACRA
Summary
Qualified front of the house with a robust background in hospitality, customer service, and mixology. Successfully crafted diverse cocktails and ensured customer satisfaction, contributing to high repeat business. Demonstrated skills in customer service and inventory management.
Overview
20
20
years of professional experience
Work History
Bartender/Serverfront of the House
Five Furlongs
09.2021 - 08.2025
- Collaborates directly with customers by mixing and serving drink orders.
- Responsibilities include verifying age requirements, understanding alcohol pairing and tastes, preparing traditional and classy drinks, processing payments, managing inventory, and maintaining clean bar supplies.
- Adheres to state and federal laws when serving alcohol.
- Mixing various ingredients to make cocktails and mocktails.
- Providing high-quality service to customers.
- Adhere to all local and national liquor laws.
- Mix and serve drinks following set standard recipes.
- Greet guests promptly and take orders.
- Process cash and credit card transactions in accordance with established procedures.
- Maintain a safe and clean environment for guests and team.
- Conducts all tasks with attention to detail, cleanliness, and safety.
- Assists with inventory and inventory control.
- Works with clients to book events and plan details to customize parties.
- Served high customer volumes during special events, nights, and weekends.
- Collaborate with kitchen staff to ensure timely delivery of drinks and food orders.
- Train new bartenders on menu items, equipment usage, and safety protocols.
- Resolve customer complaints diplomatically to maintain satisfaction and loyalty.
- Implement strategies for efficient workflow during peak hours to improve service speed.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
- Contributed to event success, planning beverage menus and efficiently serving large groups.
General Manager
Hammo's Pub & Lodge
06.2014 - 03.2020
- Lodge and Property management of Hammo's Pub and Lodge, along with multiple Airbnb locations. I was responsible for all aspects of operations at the Lodge and Restaurant, and the day-to-day requirements of staff management and guests, along with the responsibility of being the Brand Ambassador
- Provide leadership and strategic planning to all departments in support of our service culture, maximized operations, and guest satisfaction
- Works closely with the hotel owners
- Responsibilities:
- Oversee the operations functions of the hotel, as per the Organizational chart
- Hold regular briefings and meetings with all heads of departments
- Ensure full compliance with hotel operating controls, policies, procedures, and service standards
- Lead all key property issues, including capital projects, customer service, and refurbishment
- Handling complaints and overseeing the service recovery procedures
- Responsible for the preparation, presentation and subsequent achievement of the hotel's annual
- Operating Budget, Marketing & Sales Plan and Capital Budget
- Manage the on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded
- Ensure all decisions are made in the best interests of the hotel and management
- Deliver hotel budget goals and set other short- and long-term strategic goals for the property
- Developing improvement actions and carrying out cost savings actions
- Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, on target and accurate
- Maximizing room lodge, pub, and restaurant yield and revenue through innovative sales practices
- Prepare monthly financial reporting for the owners
- Draw up plans and budget (revenues, costs, etc.) for the owners
- Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment and services
- Act as a final decision maker in hiring key staff members.
Customer Service Representative
VIP Desk Connect/Service Magic
03.2010 - 01.2012
- Handled customer requests on behalf of VIP desk's client, Service Magic, from home office via phone, email, and chat
- Utilizes upselling and cross-selling techniques to increase customer experience and convert inquiries into firm referrals for the client
- Submitted detailed, accurate reports for inventory, payroll hours, and material used
- Cultivated and sustained positive working relationships with customers and staff members of VIP Desk Connect
- Built customer confidence by actively listening to their concerns and giving appropriate feedback
- Applied client and VIP desk policies as applicable whenever interacting with customers.
03.1995 - 09.1997
General Manager
Hammo's Pub & Lodge
06.2014 - 01.2020
- As a GM, I was responsible for overseeing all aspects of a lodging facility, including managing staff, handling guest services, overseeing operations, and ensuring financial performance.
- Core responsibilities
- Hire, train, supervise, and evaluate staff, and delegate duties and schedule shifts to ensure adequate coverage.
- Answer guest inquiries, resolve complaints, and ensure high standards of service and satisfaction.
- Manage day-to-day operations, inspect guest rooms and public areas for cleanliness and appearance, and oversee maintenance of facility systems.
- Monitor revenue and expenditures, assist with budgeting, and contribute to sales and marketing strategies.
- Ensure staff and operations adhere to established hotel policies, safety procedures, and service standards.
- Key skills and qualifications
- Strong leadership abilities to motivate staff and manage a team.
- Excellent verbal and written communication skills.
- Strong problem-solving skills to handle guest and staff issues effectively.
- Ability to analyze data, manage budgets, and contribute to financial goals.
- Comfort with common software, including Excel, Word, and Outlook.
- Associate's degree in hospitality or a related field, along with prior experience in a supervisory or management role.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
Accounts receivable
Ulla Darni Inc
06.1997 - 09.2007
- Process, verify, and post invoices; create and send bills to clients; reconcile receipts and payments.
- Monitor accounts, contact clients for overdue payments, and set up payment plans for outstanding balances.
- Maintain accurate and up-to-date AR ledgers and customer accounts; process customer refunds and credits.
- Perform bank reconciliations and balance daily AR activity with general ledger activity.
- Generate financial statements and reports for management, including aging reports.
- Investigate and resolve billing issues, payment discrepancies, and unauthorized deductions by obtaining and verifying information from other departments.
- Accounts Payable, Account Reconciliation, Financial Reporting, Data Analysis, and Bank Reconciliation
- Attention to detail, problem-solving, collaboration, organization, and communication with clients and internal teams
Education
No Degree - Business
Columbia Greene
Hudson NY01-2006
Associate of Arts - Hospitality Management
Spencer
Schentady, NY08-1992
Skills
- Team player attitude
- Highly reliable
- Customer service
- Strong multitasking
- Food service
- Team training and development
- Alcohol awareness
- Professional appearance
Timeline
Bartender/Serverfront of the House
Five Furlongs
09.2021 - 08.2025
General Manager
Hammo's Pub & Lodge
06.2014 - 03.2020
General Manager
Hammo's Pub & Lodge
06.2014 - 01.2020
Customer Service Representative
VIP Desk Connect/Service Magic
03.2010 - 01.2012
Accounts receivable
Ulla Darni Inc
06.1997 - 09.2007
03.1995 - 09.1997
No Degree - Business
Columbia Greene
Associate of Arts - Hospitality Management
Spencer