Heather Norman
Hospitality Food & Beverage Training Manager
Hendersonville,NC
Summary
Dedicated professional with over 20 years of experience in the hospitality and wine sales industry. History of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the brand. Experience directing and improving operations through effective employee motivational strategies, training and development. Successful at developing and improving training programs for employees at all levels.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
9
9
Certificates
Work History
Food & Beverage Training Manager
Omni Grove Park Inn
Asheville, NC
05.2022 - Current
- Develop and maintain skills training program and service training manuals for all F&B.
- Work closely with leadership team on service audits, coaching and tracking any challenging areas to develop service and skills programs that are proactive.
- Work with the Human Resource team with hiring and corporate trainings.
- Create weekly and monthly training calendars.
- Assist with front-of-house management within all F&B outlets.
- Work with new hires and departmental trainers to assist in onboarding and training of new F&B associates .
- Onboard and train all new F&B managers and Chefs with all systems and departmental specific trainings.
- Develop service skills based training to support back-of-house team.
- Train all front of house associates to North Carolina TIPS alcohol certification and ServSafe food handlers.
- Wine and spirits trainings and tastings for F&B.
- Internal Corporate Audit tracking for all F&B
Associate Sales Agent
Redfin
Asheville, NC
02.2014 - 05.2022
- Customer-focused service
- Customer Retention
- Open-Houses
- Showings
- National Association of Realtors
- Customer Relationship Management
Business Owner/Operator
Bow Wow Coastal Boarding & Training
Monterey, CA
02.2012 - 05.2022
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Monitored staff performance
- Served as principal stakeholder over organization's complete operations.
- Continual annual growth while maintaining superior client satisfaction with a portfolio over 300 clients.
- Reconcile daily sales and financial reports.
- Strategic development and planning to grow business.
Food & Beverage Outlets Manager
Hyatt Regency Hotel & Spa
Monterey, CA
01.2011 - 01.2012
- Assisted with all Food & Beverage Outlets with maximum efficiency assuring continual guest satisfaction.
- Effectively executed weekly payroll for all four Food and Beverage Departments.
- Conducted annual performance reviews for hourly team members.
- Implemented monthly wine-service training.
- Coordinated with kitchen or catering staff on delivery, timing and service style of food
- Interviewed and made hiring decisions.
- Entered daily guest satisfaction results and replied to guests in a timely fashion.
- Assisted team wherever help was needed to assure guest satisfaction.
- Has solid knowledge of Hyatt culture.
Food & Beverage Relief Manager
Grand Hyatt Kauai Resort And Spa
Koloa, HI
12.2009 - 01.2011
- Floating manager within all F&B Outlets: Banquets, In-Room Dining, and restaurants with maximum efficiency assuring continual guest satisfaction.
- Spearheaded revitalization of restaurants' wine lists while improving and maintaining relationships with wine distributors.
- Implemented monthly staff wine training.
- Conducted annual performance reviews for hourly team members.
- Effectively executed weekly payroll.
- Orchestrated and facilitated 24 people or less wedding events at Tidepools Restaurant.
- Luxury, 5 Star Hotel
On-Premise Wine Sales Rep and District Manager
Columbia Distributing
Kent, WA
01.2003 - 12.2009
- Managed route consisting of 65+ accounts which included top, high-end restaurants of Seattle's East-Side; producing average of $100,000/month in sales, averaging an increase of at least 5% annual growth, year-over-year.
- Cultivated and serviced existing on-premise accounts while establishing new distribution in targeted areas.
- Hosted wine dinners at restaurants and tastings. Earned continually achievements of monthly goals resulting in top producer of on-premise sales.
- Developed and implemented successful marketing plans to generate event revenue.
- Managed administrative logistics of events planning, event booking and event promotions.
- Liaised with marketing and PR colleagues to promote special events in social calendars
- Coordinated with sales and marketing teams to publicize and promote events.
- Promoted continuing wine education opportunities for sales team to bolster skills and add value to department.
- Conducted weekly team meetings to reinforce goals and objectives.
Education
Associate of Arts - Business
Santa Rosa Junior College
Santa Rosa, CAAssociate of Arts - Behavioral and Social Sciences
Santa Rosa Junior College
Santa Rosa, CA 01.2022 - 01.2024
Bachelor of Science - Hospitality
California State University - East Bay
Hayward, CASkills
Microsoft Word, Excel, Outlook, OneDrive, PowerPoint, Microsoft Teams, Zoom
undefinedCertification
International Sommelier Guild~Certificate Level I & Level 2
Timeline
Springbank Whisky School
09-2023
Food & Beverage Training Manager
Omni Grove Park Inn
05.2022 - Current
Associate of Arts - Behavioral and Social Sciences
Santa Rosa Junior College
01.2022 - 01.2024
Associate Sales Agent
Redfin
02.2014 - 05.2022
Business Owner/Operator
Bow Wow Coastal Boarding & Training
02.2012 - 05.2022
Food & Beverage Outlets Manager
Hyatt Regency Hotel & Spa
01.2011 - 01.2012
Food & Beverage Relief Manager
Grand Hyatt Kauai Resort And Spa
12.2009 - 01.2011
On-Premise Wine Sales Rep and District Manager
Columbia Distributing
01.2003 - 12.2009
Associate of Arts - Business
Santa Rosa Junior College
Bachelor of Science - Hospitality
California State University - East Bay
International Sommelier Guild~Certificate Level I & Level 2
Introductory Sommelier Course, Court of Master Sommeliers
The Society of Wine Educators, Certified Specialist of Wine & Spirits ***currently studying
TIPS: North Carolina On-Premise
TIPS: Commercial Trainer Certification
American Red Cross: Adult & Pediatric First Aid/CPR/AED, Opioid Overdose & Naloxone-Nasal Atomizer Administration
ServSafe: Manager Certification
ServSafe: Certified Instructor & Registered Examination Proctor
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