1. Tyler M. Geng
SUMMARY
A customer service professional who has been extensively trained in scheduling, supervising, training, as well
as project development understanding the needs of the business to ensure proper management and
profitability, while ensuring that an excellent customer experience will be the result.
FUNCTIONAL EXPERTISE
• Professional Training • Professional Supervising
• Project Development • Employee Training
• Project Implementation • Staff Scheduling
FUNCTIONAL EXPERTISEDEMONSTRATED
Chase Park Plaza May 2012-December 2015
A high end luxury hotel located in St. Louis, MO. Annual revenues for this location are $15,485,000. This
location employs ~250 employees.
Server and Designated Trainer
Responsible for assisting restaurant management in decisions regarding service levels and offerings while
continuing to train staff in computer systems and customer service standards.
• Professional Training: Designated trainer for restaurant and bar staff, training 17 people on serving
standards, customer experience, POS, and MICROS in adherence to goals of the management and company
directives.
• Project Development: Effectively, evaluated and recreated the drink menu for the bar and restaurant to
drive liquor sales by utilizing feedback from patrons on changes, while also utilizing bar management expertise
resulting in increased foot traffic and higher tickets per guest.
• Project Implementation: Successfully trained the bar staff on new drink menu ensuring that the staff was
trained on proper methods of drink creation, while ensuring efficient time management to ensure that high
standard drinks were created correctly, quickly, and efficiently.
• Staff Scheduling: Regularly consulted managers on the organization of employee work schedules based off
of knowledge of the service that was to be provided, employee availability, employee capabilities to ensure
that the employees and management experienced fewer scheduling conflicts and the goals of the business
were adequately met.
Flat Top Grill January 2007-May 2012
An Asian themed restaurant based in Chicago, Illinois with eight locations. Now operated by BD Mongolia
located in Burnsville, MN.
Customer Service Specialist and Trainer
Provided customer service to customers by utilizing standards set by Flat Top Grill and continuing to train new
employees through the opening of new stores and providing continued training and follow up.
• Professional Supervising: During the opening of stores was designated as the supervisor for 50-60
employees, depending on location focusing on teambuilding for employees to develop employee relations and
employee moral while ensuring that the goals of opening of the new location were met.
• Employee Training: Based off of five years of service experience excelling in the “Five Standards of Service:”
Quality, Choice, Value, Accessibility, and Caring, regularly trained 50-60 employees at new locations in
E: Tylermgeng@gmail.com | T:+ (309)-287-7181
(37117142777717181

2. company standards while continuing to follow up with training for current vested employees ensuring that
employees were prepared to meet the customer needs.
• Staff Scheduling: Regularly assisted management with the scheduling of servers, bartenders, and restaurant
staff to ensure that the new location would open on time without delays, and weekly ensuring that staff
schedules aligned with the staffing needs of the restaurant so that there was adequate staff for all aspects of
the business to ensure a positive customer experience. This often meant working with employees to ensure
that availability was updated and proper training on various roles was complete to ensure the business could
function with profitability while not sacrificing customer experience.
EDUCATION
Bachelor of Science in Biology. Northeastern College (Chicago, Illinois)
In Progress
Associates of Science. Illinois Central College (East Peoria, Illinois)
Conferred 2008
OTHER RELEVANTINFORMATION
Additional Languages: Spanish (Intermediate)
Computer skills: MS Excel (Advanced), Microsoft Office, MICROS, POS, Outlook, PowerPoint, IOS