Heather Gayheart
Virginia Beach,VA
Summary
Dynamic and results-driven professional with extensive experience at TopGolf, excelling in customer service and upselling strategies. Proven ability to enhance guest satisfaction through effective communication and problem-solving. Recognized for maintaining cleanliness and fostering strong relationships, contributing to a positive and efficient team environment. Adaptable and dependable, committed to delivering exceptional experiences.
Overview
2026
2026
years of professional experience
Work History
Bayhost
TopGolf
- Greeted and guided guests to their designated bays, enhancing overall customer experience.
- Maintained cleanliness and organization of bays, ensuring a welcoming environment for patrons.
- Assisted guests with equipment setup, providing instruction on proper use of golf technology.
- Collaborated with team members to streamline service delivery and improve workflow efficiency.
- Resolved guest inquiries and concerns promptly, contributing to high satisfaction levels.
- Monitored inventory levels of equipment and supplies, facilitating timely replenishment as needed.
- Trained new team members on operational procedures and safety protocols, fostering a knowledgeable staff.
- Efficiently processed payments from customers, resolving any discrepancies in a timely manner to ensure accurate financial records.
- Answered guest questions with responses about menu, promotions and specials.
- Streamlined communication between front-of-house staff and kitchen team members by relaying orders accurately, resulting in improved food quality delivered to guests.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing their needs.
- Handled cash transactions accurately, maintaining a balanced register at the end of each shift.
- Demonstrated adaptability in handling various roles within the establishment including server assistance or bartending duties when required.
- Assisted in event coordination and execution, contributing to successful functions and memorable guest experiences.
- Trained new employees on company policies, procedures, and service standards, facilitating their integration into the team.
- Collaborated with team members to maintain efficient operations and seamless transitions between shifts.
- Provided knowledgeable recommendations for menu items and beverages, enhancing guest satisfaction with their choices.
- Contributed to increased revenue through upselling techniques and promoting special offers or events to guests.
- Maintained a clean and welcoming environment for guests, ensuring an enjoyable experience during their visit.
- Took guest food and beverage orders and entered orders in computer system.
- Improved venue presentation by regularly inspecting facilities, identifying areas of improvement, and coordinating maintenance efforts.
- Served alcoholic and non-alcoholic beverages following policies as well as federal, state and local regulations.
- Followed procedures to correctly handle cash, credit and gift certificate transactions.
- Ensured compliance with safety regulations by monitoring guest activities and intervening when necessary.
- Retrieved and delivered food and beverage orders.
- Supported other staff members during busy periods by assisting with tasks such as bussing tables or restocking supplies as needed.
- Served as a point of contact for guest inquiries or concerns, providing prompt solutions that reflected positively on the establishment''s reputation.
- Upheld an atmosphere of professionalism and positivity among team members, contributing to a cohesive work environment that fostered exceptional guest service.
Event Ambassador
TopGolf
- Engaged guests by providing exceptional service and promoting event offerings.
- Assisted in coordinating logistics for events, ensuring seamless execution.
- Collaborated with team members to enhance guest experience through effective communication.
- Adapted quickly to changing environments, addressing guest inquiries and concerns efficiently.
- Supported promotional initiatives by distributing materials and engaging with potential customers.
- Monitored event activities to ensure compliance with safety standards and operational guidelines.
- Maintained knowledge of venue services and amenities to provide informed recommendations to guests.
- Supported fellow Event Ambassadors in their roles, fostering a positive team environment and ensuring seamless collaboration.
- Monitored event spaces for cleanliness, safety, and accessibility throughout the duration of each event.
- Maintained a professional appearance at all times while representing the organization during events.
- Developed strong relationships with attendees by engaging in meaningful conversations and providing personalized assistance when needed.
- Collaborated with event organizers to ensure a smooth and successful event execution.
- Built and established positive relationships with patrons, team members and supervisors.
- Monitored guests and enforced rules, maintaining safety for visitors and staff.
ACE Trainer
TopGolf
- Developed and delivered engaging training sessions for employees on customer service techniques.
- Facilitated onboarding process for new team members, ensuring familiarity with company culture and policies.
- Collaborated with management to identify training needs and create tailored programs that enhance performance.
- Monitored trainee progress and provided constructive feedback to support skill development.
- Utilized learning management systems to track training effectiveness and employee engagement levels.
- Implemented best practices in instructional design to improve training materials and resources.
- Evaluated training outcomes through assessments, adjusting content as necessary for continuous improvement.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Bartender
Topgolf
Virginia Beach, VA
08.2022 - Current
- Learned safe handling and preparation of beverages in fast-paced environment.
- Assisted customers with menu selections and provided exceptional service.
- Maintained cleanliness and organization of bar area to enhance service efficiency.
- Developed knowledge of drink recipes and garnishing techniques for cocktails.
- Collaborated with team members to ensure smooth operations during peak hours.
- Demonstrated adaptability by quickly learning new processes and procedures.
- Engaged with customers to create a welcoming atmosphere and encourage repeat visits.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Kept bar presentable and well-stocked to meet customer needs.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Supported special events through attentive service, adapting quickly to varying needs of guests or clients.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
- Maintained extensive knowledge of cocktail recipes and preparation techniques, ensuring high-quality beverage menu.
- Improved team morale and efficiency, leading by example and offering support during peak hours.
Bartender
Macaroni Grill
Virginia Beach, VA
06.2004 - 10.2012
- Crafted and served a diverse range of beverages to enhance guest experience.
- Managed inventory levels, ensuring timely restocking of supplies for smooth operations.
- Collaborated with team members to maintain cleanliness and organization of the bar area.
- Provided exceptional customer service, addressing guest inquiries and concerns promptly.
- Trained new staff on cocktail preparation techniques and bar protocols to ensure consistency.
- Implemented efficient workflow processes, reducing wait times during peak hours.
- Monitored compliance with health and safety regulations to maintain a safe working environment.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Obtained cash bank and stocked service bar to prepare for operation.
- Ensured compliance with health and safety regulations, routinely checking and documenting bar cleanliness and equipment functionality.
- Facilitated smooth workflow, coordinating with kitchen and floor staff to expedite orders.
- Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
- Streamlined bar operations by maintaining clean and organized work area, ensuring efficient service.
- Trained new staff on bar procedures, cocktail recipes, and customer service standards, ensuring consistent service quality.
- Resolved customer complaints with empathy and professionalism, turning potentially negative experiences into positive ones.
- Developed loyal clientele by engaging in friendly conversations and providing exceptional service.
- Enhanced dining experience, suggesting food and drink pairings that complemented menu offerings.
- Enhanced customer experience with engaging conversations and personalized drink recommendations.
- Handled cash and card transactions accurately, reducing discrepancies and balancing till at end of each shift.
- Enhanced establishment's reputation, consistently receiving positive feedback on customer satisfaction surveys.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Kept bar stocked with liquors, juices and garnishes for drinks.
- Upheld strict regulations for safe alcohol service and food safety.
- Assisted with inventorying beverage stock and bar supplies.
- Used extensive knowledge of beer, wine and spirits to make informed recommendations to customers.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
Education
No Degree - Medical Assisting
Purdue University
West Lafayette, INSkills
- Punctuality
- Cleanliness
- Maintaining composure
- Tactfulness
- Upselling strategies
- Cross-selling techniques
- Customer service
- Problem-solving
- Attention to detail
- Dependable and responsible
- Verbal and written communication
- Relationship building
- Customer relations
- Flexible schedule
Timeline
Bartender
Topgolf
08.2022 - Current
Bartender
Macaroni Grill
06.2004 - 10.2012
Bayhost
TopGolf
Event Ambassador
TopGolf
ACE Trainer
TopGolf
No Degree - Medical Assisting
Purdue University