Customer Service Fine Dining
Resume:
Derek Webb
Chicago, IL 60647
********@*****.***
SUMMARY
Hospitality minded professional with years of experience, domestically and internationally, as a fine dining and high-end steakhouse server, banquet captain, corporate trainer, sommelier, manager, and director of training. Outstanding analytic and organizational skills as a historian, researcher, and author. Excellent knowledge of culinary arts, wine, and spirits. Expert at coordinating large events and exceeding client expectations. Enhances the guest experience with thorough knowledge, accuracy, and exceptional attentiveness to detail. Dedicated colleague who takes a humble, approachable, and confident philosophy to customer service and teamwork.
EXPERIENCE
Sabbatical to Publish Manuscript, Chicago, IL — Independent Scholar — Historian — Researcher — Author - January to October 2024
Independent Scholar, Historian, & Author
●Fifteen years of historical study on twentieth century America
●Panelist and guest speaker, Indiana University, 2019 - present
●Grant recipient: original research at the Library of Congress, Washington D.C.; Norfolk State University, Norfolk, VA; Tenement Museum, New York City, NY; Indiana Historical Society, Indianapolis, IN; University of Notre Dame Archives, South Bend, IN, 2018 - Fall 2024
●African American Community Fund Grant to publish a manuscript on civil rights and housing, Wolfson Press, IUSB
●Authored the first comprehensive history of race and housing in South Bend, IN: “Dividing Lines: Residential Segregation and Open Housing in an All-American City”, Publication - Fall 2024
B. Hospitality CO. & Formento’s Italian Chop House, Chicago, IL — Corporate Director of Training - 2023
B. Hospitality CO. Director of Training
Responsibilities:
●Originated the training program for B. Hospitality CO. concepts
●Coordinated training for the private dining department
●Authored/implemented a wide range of training materials
●Developed/taught classes on hospitality, wine, coffee/tea service
●Trained/certified staff on Toast POS, OpenTable, and spiels
Accomplishments:
●Increased revenue by over 10% with training that focused on adding value to premium products
●Improved overall team performance and efficiency
●Increased employees’ competencies by over 50%
●Implemented recruitment and hiring practices resulting in a more experienced, hospitable, and team oriented staff
●Streamled the onboarding procedures lowering labor costs
●Fostered a culture of caring and team ethic with an innovative training program that led to a 30% increase in employee retention
●Empowered employees to do “what is best for the guest” by implementing the “Hospitality Mentality” and “Memory Makers” programs
Rare Tea Cellars Training and Tasting, Chicago, IL — Tea Connoisseur - August 2023
Sparrow Coffee Barista Training, Chicago, IL — Certified Barista - July 2023
Mastro’s Steakhouse, Chicago, IL — Private Dining Lead Captain - Corporate Trainer - Manager - October 2010 to January 2023
Private Dining Lead Captain, 2010 - 2023
●Efficiently coordinated large events
●Exceptional communication with guests, events director, managers, and chefs
●Supervised the private dining team
●Managed several buyouts of 400 or more guests
●Annually increased PDR revenue to over $2,000,000
●Nurtured and returned dozens of loyal accounts
●Established a core group of regulars
●Led events for high profile clients such as Rahm Emanuel, Bill Clinton, Joe Biden, and Michael Jordan
●Consistently received glowing guest reviews
Corporate Trainer, 2017 - 2023
●Opened restaurants in Boston, Houston, Fort Lauderdale, San Francisco, and Santa Clara
●Trained servers and banquet captains
●Authored/implemented training manuals
●Part of a team that improved employee knowledge and service standards by 30 percent company wide
●Led seminars in hospitality and fine dining etiquette
●Certified employees on Aloha POS
●Nurtured the highest culture of respect and guest satisfaction
Manager, 2018 - 2023
●Supervised operations in locations across the county
●Hired new employees and evaluated staff performance
●Developed procedures for private dining company wide
●Oversaw training and ongoing employee development
●Resolved complaints with an honest and humble approach
●Sought opportunities to enhance guest experience
Court of Master Sommeliers, Houston, TX — Introductory Sommelier - November 2018
●Expert with over ten years of experience selling premium wines
●Developed strategies that exponentially increased wine sales
●Implemented staff trainings on how to suggest premium wines
●Studied terroir in France, Germany, and California with Master Sommeliers and renowned wine makers
●Lead server on premium wine dinners that showcased vertical selections of Napa cabernets, Bordeauxs, and Burgundies
●Attended premium Cognac trainings/tastings for Moet Hennessy and Louis XIII-certified to serve high-end Cognacs
Chicago Chop House, Chicago, IL — Server / Certified Trainer - September 2009 to October 2010
●Added value to guest experience as an ambassador for Chicago
●Offered guests an excellent knowledge of Chicago history
Carriage Housing Dining Room and Gardens, South Bend, IN — Fine Dining Server - September 2006 to September 2009
●Supervised weddings in the rose garden with synchronized service
●Led culinary presentations of continental cuisine with a European heritage
INTERNATIONAL EXPERIENCE
TGI Friday’s, Heidelberg, Germany — Server Trainer - 2004 to 2005
●Opened first TGI Friday’s in Germany
●Trained diverse international staff
●Increased revenue and efficiency with seminars on innovative sales techniques
Seabreeze Cafe, Salt Hill, Ireland — Manager - 2003
●Initiated inventory system that reduced product loss by 10%
●Standardized interviewing/onboarding procedures
●Streamlined opening/closing procedures and reduced overall labor hours paid by 40 per month
SKILLS
Qualified customer service professional
Diverse background in hospitality and management
Nuanced fine dining server
Lead Private Dining Captain
Dynamic Corporate Trainer
Opened steakhouses in Boston, Houston, Ft Lauderdale, San Francisco, and Santa Clara
Sommelier
Studied wine in France, Germany, and California
International experience in Germany and Ireland
Thrives in fast paced and high pressure scenarios
Humble, approachable, and confident colleague
Features wine and culinary pairings
Exceeds client expectations
Genuine and attentive host
Honestly resolves guest issues and complaints
ACCOMPLISHMENTS & CIVIC ENGAGEMENTS
Published author of academic manuscript, book release - Fall 2024
Authored South Bend Tribune op-ed, publication - February 2023
BSA Troop 17 Chairman, Chicago, IL, 2019 to present
Grant recipient to conduct original historical research
National Field Archery Association Instructor, 2000 to present
CERTIFICATIONS & TRAINING
BASSET and ServSafe Certified
Louis XIII & Cognac Training
Sommelier Introductory
Certified Barista
Tea Connoisseur Training
EDUCATION & AWARDS
Indiana University, South Bend, IN, Bachelor of Arts: American History - May 2008
Minors: Politics, International Studies, Philosophy, African American History
Honors Degree: thesis on race and housing
GPA: major - 3.8, overall - 3.6
Award: Best Original Historical Research, 2008
Award: History Student of
the Year, 2007
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