Summary
Overview
Work History
Education
Skills
Professionalorganizations
Volunteer Experience
Serviceprofile
Languages
I enjoy Wine Tasting, Menu Pairing Classes, trying new restaurants with my friends, College, Profess
Timeline
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Heather Edwards

Professional Waitress, Formally Trained Femme Maitre D & Bartender
New York,New York

Summary

Outgoing, skilled, highly professional individual offering extensive knowledge of hospitality etiquette working with renowned restaurants. Documented track record of superior customer service expertise dedicated to providing memorable customized dining experience while ensuring optimal guest flow in dining room. Seeking to leverage proven skills and professional hospitality industry experience to establish a long-term career with a top level restaurant and provide guests and patrons with consistently unforgettable visits and dining experiences. Motivated and Professional Waitress, Trained Femme Maitre D and Bartender with engaging personality and flexible approach. Upbeat, friendly, and anticipating customer needs to facilitate enjoyable dining experiences.

Enthusiastic and reliable Professional who takes great pride in providing excellent Customer Service and creating memorable dining experiences for restaurant customers. Skilled in anticipating customer needs, addressing complaints and resolving issues in timely manner. Maintains focus and positive attitude in stressful situations and high-volume environments..

Overview

18
18
years of professional experience
1
1
year of post-secondary education

Work History

Professional Waitress and Trained Femme Maitre D

Northstar
New York, New York
02.2021 - 05.2024
  • Maintained clean and welcoming dining environment, ensuring positive guest experience.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Collaborated with team members to consistently provide efficient service during peak hours.
  • Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
  • Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
  • Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
  • Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
  • Supported needs of 67 person wait staff who attended to specific needs of countless customers daily that offered farm-to-table dining experience with unusual and sophisticated take on Modern American Cuisine with social relevancy and intentionality.

Hostess promoted to Femme Maitre D & Coatroom Attendant

Bobby Van's
11.2017 - 03.2020
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Manage in-person and telephone guest inquiries, customer service requests, and reservation bookings for both small and large parties.
  • Greet and acknowledge all patrons, escort them to a designated table, go over menu additions, delicately communicate possible delays, and offer solutions to proactively resolve the matter promptly. Also, offer additional services to all customers, such as a glass of wine or signature cocktail, to elevate their overall dining experience.
  • Checked in daily with the Manager for Events (Private and Corporate), Large Parties, etc. Ensured the restaurant was set up to perfection and assigned captains, waiters, and bussers based on client needs and employee personnel skill set. Finally, informed aforementioned Restaurant Employees of all important events, dietary restrictions, celebrations, etc., ensuring the restaurant was set up for success on a daily basis.
  • Responsible for knowing and developing rapport with new and existing clients to generate repeat business by maintaining a consistent positive attitude, responsible for having and maintaining both an extensive cuisine and wine knowledge.
  • Spot VIPs promptly to provide them with appropriate, customized treatment tailored to their individual needs, including table preferences, as well as any food, drink, or dietary requirements.
  • Ensure their requirements are communicated to all necessary and appropriate restaurant personnel, including managers, bartenders, and back-of-the-house employees.
  • Address complaints promptly, when appropriate, and communicate them to the General Manager or server in a timely fashion, when applicable, or to make conversation to elevate the customer's overall dining experience, so every patron feels like a V.I.P.
  • Collaborate with management to habitually enhance both front and back-of-the-house performance and morale.
  • Managed in-house coat check accommodations and services to ensure all patrons' belongings are secure and accessible when needed, to provide seamless retrieval of all guests' checked items upon request.
  • Prepare staff and work schedules, as well as assign servers to tables appropriate for the needs of the patrons and according to the rotation, to ensure all servers receive an appropriate number of seatings each shift.
  • Supported servers, food runners, and bussers with keeping the dining area ready for every guest.
  • Trained new Hostesses on customer service best practices and restaurant policies in order to ensure that the high standards of service were consistently maintained and executed properly.
  • Proactively assisted Captains, Waiters, and Cocktail Waitresses during busy times, helping to expedite food and cocktail delivery in order to maintain a high level of guest satisfaction throughout their dining experience.

Fine Dining Hostess, Promoted to Femme Maitre D, Server & Bartender

Chat Noir
01.2016 - 04.2018
  • Ensure all guests are immediately greeted upon arrival and escorted to a properly set table
  • Consistently monitored dining room and restaurant guest flow to maximize table usage and minimize customer wait time
  • Assist in menu development
  • Direct, oversee and evaluate performance of all hospitality workers communicate results to the management team as well as the Chef; create and develop action plan for staff improvement when if necessary and appropriate
  • Checks in daily with manager to set up assigned stations for the Captains, any daily restaurant events and coordinate them with all necessary restaurant personnel as well as both Chef and back-of-house employees
  • Responsible for all necessary open and closing side work including taking and confirming all reservations, setting up dining room for large and private parties
  • Communicate and interact with with all restaurant departments to ensure a overall positive comprehensive guest experience as well as to notify all relevant restaurant employees of any special events, birthdays, anniversaries, dietary restrictions etc
  • Required to maintain a extensive knowledge of all areas of Fine Dining and Hospitality
  • Responsible for maintaining an elevated and constantly evolving working knowledge of both the food and wine menu to provide recommendations when appropriate
  • Ensure that all guests receive exceptional food and beverage service, appropriately suggest additional items to all restaurant guests to increase overall restaurant sales and elevate the guests overall dining experience
  • Perform nightly table checks to all restaurant guests to make sure we are creating a personalized and memorable experience for all patrons every time
  • Offer additional services such as a glass of wine or signature cocktail to elevate the overall fine dining experience by always trying to anticipate the needs of the guests before asked
  • Performed various administrative functions to support the General Manager such as creating the weekly schedule for all hostesses, inventory, wine and beverage management and ordering etc
  • To ensure we are adequately staffed and have adequate supplies for routine daily service as well as , exclusive functions, Holidays, large parties (both personal and corporate) and local events for example Restaurant Week
  • Trained and mentored servers and host staff on how to provide superior customer service, safety precautions, open table or macros training proper food handling and service as well as all restaurant protocols and procedures.

Senior Territory Manager

Allergan
04.2011 - 12.2015
  • Sold Allergan promoted products in the Bronx and Upper East of Manhattan
  • Nationally Ranked in the top 2% of all Sales Managers nationally for FY 2011, top 3% of all Sales Managers nationally FY 2012 and top 9% of all Sales Managers nationally FY 2014
  • Selected as New Sales Representative Mentor in 2015, 2015 & 2016
  • Allergan FY 2012 and FY 2013 Presidents Club Award Winner, Leadership Award Winner FY 2014; Rookie of the Year Award Winner FY 2011 and #1 top rated nationally Product Award FY 2013.

Special Assignment Global Franchise Trainer

Merck/ Schering-Plough
07.2010 - 04.2011
  • Effectively created, implemented and conducted comprehensive product sales training programs and train-the-trainer initiatives on a worldwide scale; instituted innovative adaptations to new and existing teaching/curriculum situations
  • Consistently maintained an effective learning atmosphere – varied the pace and focus of training to accommodate the diversified needs of those at different developmental levels
  • Efficiently utilized a variety of motivational methods to stimulate interests and achieve appreciable learning gains.

Hospital Representative

Merck/ Schering-Plough
04.2008 - 04.2011
  • Achieved Presidents Club Award 2008 & 2009; Cluster Synergy Award for 2008 & 2009; Representative of the Year 2008; #1 Sales Rank for Clarinex 2008
  • Nationally Ranked in the Top 4% of Sales for FY 2007 & FY 2008; Top 10% of Sales FY 2009 & FY 2010
  • Successfully sold Avelox IV/Cipro IV (antibiotics) to hospitals
  • Selected as New Sales Representative Mentor in 2009 & 2008.

Oncology Sales Representative

Merck/ Schering-Plough
01.2006 - 04.2011
  • Successfully sold EMEND Oral Suspension in PATIENTS 6 months and older in combination with antiemetic agents to prevent of nausea caused by chemotherapy as well as EMEND capsules for patients aged 12 years and up for repeat course of chemotherapy
  • Effectively sold INTRON to treat patients with blood cancer called hairy cell leukemia as well as certain types of skin cancer
  • Rookie of the Year 2007
  • Achieved Presidents Club Award 2008 & 2009; Cluster Synergy Award for 2008 & 2009; Representative of the Year 2008; #1 Sales Rank for EMEND 2008
  • Nationally Ranked in the Top 4% of Sales for FY 2007 & FY 2008; Top 10% of Sales FY 2009 & FY 2010
  • Selected as New Sales Representative Mentor in 2009 & 2008.

Education

Master of Science - Master of Science in Hospitality

Fordham University
New York, NY
05.2001 -

BA Degree - Double Major in Spanish and Business Administration

Rutgers University New Brunswick, N.J.

Study Abroad Program - Major in Spanish and Spanish Literature

Universidad de Yucatan Merida, MX
01.2004 - 01.2005

Skills

Customer Service

Dining area maintenance

Guest Relations Management

Menu Recommendations

Order Management

Order Taking

High-volume dining

Team Collaboration

Computer Skills

Problem-Solving

Team Management

Time Management

Flexible and Adaptable

Professionalorganizations

  • James Beard Foundation, Fellow Member, A foundation that has highlighted the centrality of food culture in our lives for over 30 years. Board Member of James Beard signature impact-oriented initiatives including Woman's Leadership Programs aimed at addressing gender imbalance in the culinary industry, member since 2014.
  • EWOWN, E-Woman Network for Women Entrepreneurs, Member since 2015.

Volunteer Experience

  • Her Space, Board Member, 2017, Non-profit dedicated to providing resources to help women and children in crisis, member since 2015. Board Member since 2017, as organization’s Head of Outreach and Event Coordination, planning a myriad of different events to educate as well as create awareness for the charity and the services it provides.
  • Empire Tri Club, Member, 2015, New York City training club specifically for triathlons and ironman races, for athletes who train year-round programs and special events, member since 2015.

Serviceprofile

Works well under pressure. Experience with numerous front-of-house roles including server, hostess, Femme Maitre D and Bartender, unyielding work ethic and proven ability to quickly establish and maintain professional customer relationships, excellent with multicultural sensibility awareness., extensively trained in food, liquor, wine as well as fine dining service etiquette, food and food preparation. Extensive training and utilization on various Point of Sale (POS) System including (Micros, Open Table, Opera and Soigne) dedicated to maintaining a consistent professional demeanor, committed to adhering to all safety and legal standards, superb trainer with experience training underperforming servers, hostesses as well as new hires in various salesmanship techniques and methodologies, proper fine dining food handling and service. Proficient in providing clear polite communication with all all restaurant employees (both front and back-of-the-house) to ensure seamless service therefore minimizing miscommunication which could potentially lead unnecessary complications. Food allergy and dietary restriction conscious, able to provide guests with appropriate food and drink recommendations when applicable and alert necessary front and back-of-the house staff. Conversational in Spanish with the ability to take orders and effectively communicate with Spanish speaking guests and restaurant employees. Superior salesmanship skills, to up-sell additional appropriate complementing menu items to consistently outperform restaurant goals, expectations and win contests when applicable. Responsible and adept at staying current with restaurants scheduled events

Languages

Spanish
Professional Working
Hebrew
Professional Working

I enjoy Wine Tasting, Menu Pairing Classes, trying new restaurants with my friends, College, Profess

Why indeed? There is so much more than just drinking it.  Wine Tasting Classes are the best way to hone your appreciation skills in wine is to really taste it, and and to further educate myself on the myriad of varietals of wine.  Wine Classes give you a strong foundation on which to build your wine knowledge and the simple fact is that we learn almost everything better and more deeply by sharing the learning experience – with a mentor, a sommelier, with professionals and of course with fellow wine lovers too. Yes, there are books, and many of them are excellent as references, and some of them are very good at starting a discussion or assisting you in choosing the perfect Wine Class for yourself and meets your "needs" as well... But you still need to put liquid to lips to make sense of what is written.


Additionally, learning about wine may seem like a foreign concept to many but it’s actually a great deal of fun as well as financially rewarding too!  The more I began to learn and know about wine, the better my wine purchases became, I did not need to spend a couple hundred dollars anymore and they were received better by others too.. It is crucial to know at least enough to understand what makes you happy as well as what you personally like and dislike too.. I knew, I enjoyed wine and of course it made me happy, naturally.  But, there are so many varietals, regions, producers etc. I often found that merely selecting a bottle of wine at a restaurant to be a daunting and overwhelming experience.  Finally, when I made the decision to start regularly taking formal Wine Classes to educate myself, develop my skill set by trying a diverse and well curated selection of wines I became proficient and confident enough to choose which wines would make myself, my friends and even the majority of my clients the happiest as well.


Timeline

Professional Waitress and Trained Femme Maitre D

Northstar
02.2021 - 05.2024

Hostess promoted to Femme Maitre D & Coatroom Attendant

Bobby Van's
11.2017 - 03.2020

Fine Dining Hostess, Promoted to Femme Maitre D, Server & Bartender

Chat Noir
01.2016 - 04.2018

Senior Territory Manager

Allergan
04.2011 - 12.2015

Special Assignment Global Franchise Trainer

Merck/ Schering-Plough
07.2010 - 04.2011

Hospital Representative

Merck/ Schering-Plough
04.2008 - 04.2011

Oncology Sales Representative

Merck/ Schering-Plough
01.2006 - 04.2011

Study Abroad Program - Major in Spanish and Spanish Literature

Universidad de Yucatan Merida, MX
01.2004 - 01.2005

Master of Science - Master of Science in Hospitality

Fordham University
05.2001 -

BA Degree - Double Major in Spanish and Business Administration

Rutgers University New Brunswick, N.J.
Heather EdwardsProfessional Waitress, Formally Trained Femme Maitre D & Bartender