Ann Marie Henderson
Washington
Summary
Results-driven Office Director with 15 years of experience in hospitality. Specializes in orchestrating business conventions, weddings, and social events that enhance brand reputation and client satisfaction. Fosters collaborative relationships with local partners and corporate clients, ensuring seamless event execution and positive attendee experiences.
Resourceful professional in travel and transportation coordination, known for high productivity and efficient task completion. Skilled in itinerary planning, customer service, and issue resolution. Excel in communication, problem-solving, and adaptability, ensuring seamless travel experiences for clients.
Overview
25
25
years of professional experience
4
4
years of post-secondary education
Work History
Lead Reservationist
The Occidental DC
Washington
03.2025 - Current
- Managed daily reservation operations for a high-volume dining venue.
- Managed cancellations efficiently while ensuring maximum revenue optimization.
- Ensured accuracy of all guest records in the database.
- Implemented strategies for improving customer service experience across multiple channels.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Assisted customers via phone by providing confirmations, answering questions, and offering general information.
- Researched and resolved customer issues.
- Prepared documents required for group bookings such as contracts and invoices.
- Built and maintained productive relationships with employees.
Lead Reservationist
Osteria Mozza
Washington
09.2024 - 03.2025
- Managed daily reservation operations for a high-volume dining venue.
- Trained and mentored new reservation staff on procedures and systems.
- Coordinated with front-of-house teams to optimize guest seating arrangements.
Lead Reservationist
Pastis DC
Washington
12.2023 - 08.2024
- Managed daily reservation operations for a high-volume dining venue.
- Trained and mentored new reservation staff on procedures and systems.
- Coordinated with front-of-house teams to optimize guest seating arrangements.
Operations Manager
Marcellino Pane & Vino
Washington
01.2019 - 12.2022
- Scheduled and coordinated a team of 10 servers and bartenders who provided excellent customer service and helped to increase sales by 10%. Implemented a new table management system that improved guest satisfaction scores by 4%.
- Monitored inventory levels and placed orders for supplies as needed to maintain optimal stock levels at all times.
- Managed daily operations to ensure smooth workflow and service delivery.
- Oversaw staff scheduling to meet operational needs and enhance efficiency.
- Developed training programs for new employees to improve service quality.
- Implemented standard operating procedures to streamline processes across departments.
- Facilitated communication between kitchen and front-of-house staff for seamless service.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Prepared staff work schedules and assigned team members to specific duties.
Operations Server Manager
Lupo Verde Cucina & Bar
Washington
01.2014 - 01.2019
- Supervised a diverse team of over 25 FOH restaurant staff, while also managing dining room, bar, and administrative responsibilities.
- Demonstrated extensive knowledge of menu offerings and wine pairings, resulting in increased customer satisfaction and repeat business where it received multiple positive reviews from guests on Yelp and TripAdvisor, with an average rating of 4.5/5.
- Ensured Occupational Safety and Health Act, local health and safety codes, and restaurant safety to maintain security and assure policies are met.
Operations of Special Events
Historical Society of Washington DC
Washington
01.2002 - 01.2014
- Managed sponsorship contributions and executed sponsor recognition, enhancing client visibility and satisfaction.
- Developed budgets and established event logistics, ensuring seamless execution from inception to completion.
- Coordinated vendor service quotes, monitored execution of services, and facilitated timely vendor payments to maintain operational flow.
Education
Woodrow Wilson High School
Washington, DCAssociate of Arts - Photography
Pratt Institute
Brooklyn, NY 09.1990 - 05.1993
None - World History
British Consulate
Dhaka, Bangladesh , 07.1989 - 06.1990
Skills
- Reservation management
- Customer service
- New Restaurant Openings
- Event management
- Office Manager
- Microsoft Word, Excel
- Team collaboration: Japanese Wagashi makers, Matsukawaya (Nagoya, Japan)with the Japan-America Society of Washington,DC, The Japanese Embassy in DC, and Izekaya Seki, National Cherry Blossom Festival Inc
- Graphic design
Timeline
Lead Reservationist
The Occidental DC
03.2025 - Current
Lead Reservationist
Osteria Mozza
09.2024 - 03.2025
Lead Reservationist
Pastis DC
12.2023 - 08.2024
Operations Manager
Marcellino Pane & Vino
01.2019 - 12.2022
Operations Server Manager
Lupo Verde Cucina & Bar
01.2014 - 01.2019
Operations of Special Events
Historical Society of Washington DC
01.2002 - 01.2014
Associate of Arts - Photography
Pratt Institute
09.1990 - 05.1993
None - World History
British Consulate
07.1989 - 06.1990
Woodrow Wilson High School