Customer Service Follow Up
Resume:
Berna Hernandez
602-***-**** CELL
adz2lf@r.postjobfree.com
OBJECTIVE
Seeking a challenging and fulfilling position in a fast-paced environment where I can demonstrate extraordinary interaction skills and build a rapport with both clients and associates.
SUMMARY OF QUALIFICATIONS
Proven record of creating and maintaining a team spirit and a cohesive work environment.
Self-motivated and task oriented.
Problem solver.
Maintain excellent organizational, analytical & communication skills.
Demonstrate punctuality to work efficiently under time constrains.
Dedicated and productive.
Over fifteen years of experience in the food & beverage industry, most recently in the capacity of Banquet Captain/Manager for the Paradise Valley Embassy Suites by Hilton.
EDUCATION
Escuela Preparatory Numero 7 Guadalajara Jalisco Mexico (High School)
Diploma 1985-1989
Institute of Mortgage & Real Estate Education Inc. (Completion Certificate) April 2007
Alliance Beverage Wine & Spirits Course (Certificate of achievement) August 2001
Several hours of training in Food & Wine pairing, cooking & sanitation procedures updated thru 2023.
LANGUAGES
Spanish & English.
EMPLOYMENT
Position: Lead Banquet Captain/Manager
Embassy Suites by Hilton Phoenix Scottsdale
WHG Paradise Management LLC (Westmont)
4415 E. Paradise Village Pkwy South,
Phoenix, Arizona, 85032, USA
April 11th, 2018 to current
Elected Employee of the Month May 2019
Elected Leader of the Quarter & Leader of the year December 2021
Some duties include:
* Hiring, training and coaching of Banquet service associates.
* Managing payroll regarding the efficiency and effectiveness of the staff.
* Maintaining inventory and supplies as necessary to support catering business.
* Ordering of Liquor for all Banquet Bars as well of none alcoholic beverages.
* Scheduling of other Captains, servers and bartenders for all in house events.
* Maintaining high standards of personal appearance and grooming, which include:
Monitoring servers wearing proper shoes, uniform and name tags at all times.
* Assisting Catering Managers in pre-planning details of upcoming events, creating diagrams, requisitioning or renting additional equipment and communicating with the culinary team.
* Responsible for making adjustments to Banquet Event Orders in Delphi and/or Sales Force software.
* Relaying information to banquet staff, and overseeing the execution of all aspects of events before, during and after functions according to company’s Standards and Client’s specifications.
* Reviewing, updating and presenting Banquet checks to Client for acknowledgement and signature.
* Completion and follow up of other duties as determined by the F&B Director.
* While on the floor:
I assign server their stations, side work duties and ensure a detailed and thorough completion of the Banquet Ballroom.
I hold a pre-shift meeting with all staff to ensure awareness of menu items and allergens.
I assist servers with special requests or guests complains, coordinate times of serving, do a complete follow up of event including post event cleaning and room maintenance.
* In addition to above mentioned duties most every day I performed as a Captain, server and or Bartender as per company’s needs.
Position: Dining Services Director
Maravilla Scottsdale
Assisted living, Independent living and Memory Care Community
7325 E Princess Blvd. Scottsdale Arizona 85255
May 2015 to March 2016
Some of the duties & responsibilities included:
*Overseeing the complete operations of two restaurants one Café, all the in-house catering events, in room dining and memory care outlet, managing a crew of forty-five team members.
*Managing restaurant services in compliance with policies, procedures, standards and regulations.
*Managing staff schedules to ensure adequate coverage while managing the department budget.
* Ensuring staff were following all guest service basics such as uniforms, name tags, proper shoes, grooming standards, guest greeting, etc.…
*POS Computer Programming (Micros)
*Budget Conciliations & Cost Control.
*Coordinating and executing extra curriculum events to generate extra revenue.
*Purchasing and controlling cost for all the alcohol, keep weekly and monthly reports of alcohol consumption and total revenues.
*Hiring, training, coaching and evaluating new associates.
*Practice and enforce safe work habits.
*Providing superior customer service to residents and patrons.
Position: Dining Room Manager
La Siena
Assisted and independent living community
909 E. Northern Ave Phoenix Arizona 85020
June 2011 to May 2015
Some duties include:
* Daily supervision of restaurant operations to include the Lounge and Room service.
* Scheduling.
* Inventory and purchasing of wine, beer and spirits.
* Selecting wines for restaurant and bar and creating wine menus and price points.
* Programming of point of sales system (POS Micros)
* Providing training for new employees and perform periodic performance reviews.
* Responsible for coordinating, setting, scheduling and working extra curriculum events such as anniversary parties, weddings, receptions and brunches.
* Resolving guests complains and ensuring their satisfaction.
* Bartending, hosting and serving as needed.
Position: Dining Room Supervisor
La Siena
909 E. Northern Arizona 85020
June 2008 - March 2010
(Elected employee of the quarter December 2008)
Some duties include:
Same as above.
Position: Banquet Server
Pointe Hilton Tapatio Cliffs Resort
11111 N 7th St, Phoenix, AZ 85020
June 30th, 2017 to current
Some duties include:
*Set banquet tables to meet function specifications.
* Set buffet lines for breakfast, lunch, dinner and/or coffee breaks according to specifications.
* Carry trays up to 50 lbs.
* Serve food Beverages and condiments/accompaniments to clientele in a friendly and courteous manner.
* Quietly remove chinaware, glassware and silverware from tables at the end of meal period.
*Complete follow up of the dining experience assuring 100% guest’s satisfaction.
*Demonstrating a professional positive attitude and an overall superior customer service demeanor.
Position: Banquet Server
The Scott Resort & Spa
Scottsdale Hotel Group LLC
4925 N N Scottsdale Rd, Scottsdale Az 85251
September 8th, 2017 to current April 2020
Some duties include:
*Set banquet tables to meet function specifications.
* Set buffet lines for breakfast, lunch, dinner and/or coffee breaks according to specifications.
* Carry trays up to 50 lbs.
* Serve food Beverages and condiments/accompaniments to clientele in a friendly and courteous manner.
* Quietly remove chinaware, glassware and silverware from tables at the end of meal period.
*Complete follow up of the dining experience assuring 100% guest’s satisfaction.
*Demonstrating a professional positive attitude and an overall superior customer service demeanor.
Position: Banquet Server
Embassy Suites by Hilton Scottsdale Resort
Crescent Hotels & Resorts LLC
5001 N Scottsdale Rd, Scottsdale Az 85250
January 8th, 2018 to current
Some duties include:
*Set banquet tables to meet function specifications.
* Carry trays up to 50 lbs.
* Serve food Beverages and condiments/accompaniments to clientele in a friendly and courteous manner.
* Quietly remove chinaware, glassware and silverware from tables at the end of meal period.
*Complete follow up of the dining experience assuring 100% guest’s satisfaction.
*Demonstrating a professional positive attitude and an overall superior customer service demeanor.
Position: Fine Dining Bartender & Server
(Banquet Bartender & Server)
La Hacienda Mexican Restaurant & Tequila Bar
Fairmont Scottsdale Princess Resort
7575 E Princess Drive Scottsdale Arizona 85255
March 25th, 2010 to June 1st, 2017
Some duties include:
* Daily preparation of mixers, fruits, garnishes and happy hour drink recipes.
* Preparing alcoholic and nonalcoholic drinks for both guests & server.
* Monitoring and maintaining cleanliness, sanitation and organization of all work areas.
* Collecting and processing payments, cash, and credit plus room charges.
* Abiding by state liquor regulations, particularly those prohibiting service to minors and intoxicated persons, serving alcoholic drinks in a safe manner.
* Keeping accuracy of assigned bank and ensure monies are kept always secured.
* Demonstrating a professional positive attitude and an overall superior customer service demeanor.
BANQUETS:
*Working with the Banquet department in special catering events throughout the resort, indoors, outdoors, build up bars, rolling bar & existing bars.
*Extensive knowledge of the bar setting, breaking down, pre-and post-event side work requirements as well as operational knowledge of alcohol requirements for such events.
Position: Banquet Bartender
The Phoenician Resort & Spa
6000 E. Camelback Rd. Scottsdale Arizona 85252
February 2000 – November 2002
Some duties include:
*Responsible for setting up the beverage service area which may include positioning a portable bar.
* Responsible for appropriately stocking glassware, cocktail stirring rods, napkins and drink garnishes such as cherries, olives, cocktail onions and lemon and lime wedges.
*Responsible for properly and accurately stocking all product such as soft drinks, liquor, wine, beer and other beverages or mixers specified by BEO.
* Responsible for filling drink orders for guests, answering questions about drink ingredients and making suggestions for different types of beverages and cocktails.
* Serving drinks in an orderly fashion to Patrons and servers always demonstrating a professional demeanor and a very welcoming and positive attitude.
Post function duties:
*Responsible for tearing down the bar, storing glasses and disposing of trash and recyclables, including plastic cups, bottles and cans.
* Responsible for a complete and accurate bar consumption inventory.
*Responsible for cleaning and storing the portable bar, cleaning the work area and performing a complete walkthrough to ensure all areas are completely immaculate.
Position: Banquet Bartender-Server-Banquet Captain
The Arizona Biltmore Resort & Spa
2400 W Missouri Phoenix Arizona 85016
Nov 1991 – May 2000
Some Server Duties include:
* Performing food and drink serving duties at dinners and special events while interacting with guests in a positive, friendly and efficient manner * Responsible for setting up for events by putting out tablecloths and place settings, arranging table placement, set polished silverware and glassware, setting up a buffet when applicable. * Responsible for carrying a large oval with plates and serving guests in a fast pace environment. * Keep water glasses filled, remove each round of plates and replenish utensils as needed, overall table service. *Perform cleaning tasks and breakdown of service while maintaining high standards of safety and cleanliness. *Adhere to grooming and appearance standards.
For an interim of three months I acted as a Banquet Beverage Captain
Some of the duties included but not limited to:
*Daily supervision of banquet functions and banquet Staff.
*Ordering alcoholic and nonalcoholic product to ensure proper levels of supplies during events.
*Keeping a complete inventory of alcohol consumption and accurately report it to Banquet Manager for review and billing.
* Assuring proper grooming and uniform standards were followed.
* Instilling and proactively enforcing outstanding customer service.
Position: Loan Processor
MMCR Mortgage LLC
8751N. 51ST Ave Glendale AZ 85302
July 2007 -July 2008
Some duties include:
* Compiling and typing information for mortgage loans
* Verifying file to ensure that it’s complete and meets standards
* Verifying borrower’s income, assets, liabilities and length of employment
* Mailing (within 3 days) respective GFE & TIL to borrowers
* Calling and faxing specific companies to obtain title survey and appraisal
* Requesting Verification of employment through “The work number” or directly through employers *Electronically Submitting application to underwriting for approval
* Working on underwritings’ conditions to meet deadlines and draw documents
* Requesting Hazard Insurance
* Maintaining communication with all parties involved
* Coordinate the signing of the documents with borrowers and realtors
* Checking and meeting prior to funding conditions to ensure a good closing.
Allegro Financial Corporation
Position: Mortgage Loan Processor
3131 N. 35TH Ave Phoenix Arizona 85037 (Company closed)
Processor December 2001 - July 2007.
Extensive conventional loan processing experience in both purchases and refinances.
All Loan Processing duties (above mentioned) were also performed here, plus light personnel supervision and training.
Contact this candidate