Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Heather Vergara

FOH Manager
Melrose Park,IL

Summary

Well-regarded restaurant management professional skilled at overseeing and improving front of house operations. Successful in team training, management, and motivation with consistent focus on customer satisfaction and business efficiency. Works effectively with BOH staff to run smooth and profitable operations. Handles labor, customer service management, record-keeper, inventory, and numerous other areas with practiced ease and good problem-solving abilities. Trains employees to independently handle numerous issues and expertly resolves advanced problems to maintain operational efficiency and customer loyalty.

Overview

1
1
Certification
6
6
years of post-secondary education
16
16
years of professional experience

Work History

CurrentSubstitute Teacher

Hillsboro ISD
Hillsboro, TX
12.2020 - 05.2021
  • Sustained relationships between parents and school personnel by answering questions and offering support.
  • Updated classroom records with information such as attendance and participation.
  • Assisted classroom teacher with reintegrating into classes by leaving detailed notes.
  • Supervised students during quizzes and exams to prevent cheating.
  • Escorted students to safe areas during fire drills.
  • Minimized classroom distractions to keep students on-task and maintain conducive learning environment.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.

Uber Partner

Uber
Chicago, IL
06.2018 - 04.2020
  • Kept vehicle clean, polished, and in prime operating condition.
  • Provided bottled water and other conveniences to increase passenger comfort and satisfaction.
  • Transported passengers throughout service area with focus on safety, courtesy, and timely transport.
  • Made personable conversation with customers and provided info on local attractions and points- of-interest for out-of-town travelers.
  • Achieved high customer ratings on post-trip surveys for timeliness, vehicle cleanliness and customer service.
  • Used GPS to determine fastest route to destinations in order to save riders money and maximize availability.
  • Placed safety as top priority for all rides and followed community guidelines for engaging emergency personnel when situations required.
  • Worked flexible hours; night, weekend, and holiday shifts.

Restaurant Front of House Manager

Rainforest Cafe Disney Animal Kingdom
Lake Buena Vista, FL
08.2014 - 01.2017
  • Kept restaurant operating properly by enforcing healthy code standards and staying on top of daily V checklists.
  • Delivered consistently positive experiences to guests by directly handling escalated issues and training staff to serve customers' needs.
  • Covered business and customer needs with effective schedules and work assignments.
  • Maintained restaurants' professional appearance by delegating cleaning and routine maintenance work.
  • Managed work of 100+ FOH staff, including monitoring performance and motivating excellence in every interaction.
  • Managed work of 100+ FOH staff, including monitoring performance and motivating excellence in every interaction.
  • Trained all new staff and mentored existing employees to close knowledge and skill gaps.
  • Contributed to business financial management and recordkeeping by consistently tracking employees' time and other costs.
  • Boosted customer loyalty and empowering employees to keep customers satisfied.
  • Maintained high customer satisfaction with good conflict resolution skills and adequate employee coverage for expected demands.
  • Complied with health and fire codes with strong oversight of food storage, preparation and cleaning procedures.
  • Managed establishment finances, including counting cash and receipts and completing bank deposits.
  • Investigated and resolved complaints regarding food quality, service, and accommodations.
  • Oversaw special events and programs such as on-site catering and business conferences.
  • Controlled costs with effective supply management and monitoring of food use.
  • Scheduled and received beverage shipments, checking delivery contents to verify product quality and quantity.
  • Managed day-to-day FOH operations to drive quality, standards and meet customer expectations.
  • Adhered to safe work practices, food safety regulations and corporate guidelines.
  • Resolved guests complaints while maintaining positive customer environment.
  • Handled complaints, settled disputes and resolved grievances to maintain customer satisfaction.
  • Performed cash handling activities, including making change, cashing out register drawers and securing nightly bank deposits.

Bartender

Unos
Orlando, FL
03.2013 - 09.2014
  • Prohibited guest purchases in instances involving excessive alcohol consumption or impaired condition.
  • Maintained aesthetic bar appearance through continuous cleaning, organizing, and supply replenishment.
  • Verified patron identification prior to serving alcohol and maintained compliance with all state and federal laws.
  • Engaged guests with warm conversation, building bar loyalty and encouraging repeat business.
  • Tapped beer kegs and served draft beer, bottled alcoholic beverages, mixed alcoholic beverages, and frozen beverages.
  • Operated POS systems, entered orders, accepted payments, made change, and conducted credit card transactions.
  • Ensured all liquor was properly secured before, during, and at end of shift.
  • Leveraged craft beer and cocktail knowledge to make informed recommendations.
  • Drove customer satisfaction by preparing expertly-crafted drinks and pouring beer and wine selections.
  • Complied consistently with strict sanitation standards for equipment, surfaces, and glassware.
  • Backed up servers by preparing cocktails for dining area guests.
  • Kept customer numbers high by giving the bar a fun atmosphere and spearheading special events such as trivia nights and game watching parties.
  • Trained and supervised bar staff to deliver exceptional service to customers.
  • Handled simultaneous customer, team and business needs while avoiding unnecessary delays or errors.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
  • Set up bar for operation, obtained cash bank and stocked service bar.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Consulted with managers to organize special events and promotions.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Maintained relationships with restaurant vendors to facilitate effective inventory management and implement cost controls.
  • Conducted regular inventories of bar and drink supplies to keep stock on hand and avoid expensive rush orders.

Bar Lead

Unos
South Portland, ME
03.2012 - 03.2013
  • Maintained customer satisfaction, handling escalated concerns and conducting regular checks on guest needs.
  • Contributed to bar revitalization, implementing menu, service, and atmosphere changes directly responsible for increased business.
  • Protected customers by enforcing strict safety protocols for food and beverage service.
  • Spearheaded efforts to bring in, acquire, and retain new customers.
  • Managed team efficiency with well-stocked supplies and organized assignments.
  • Supported budget controls with effective inventory management strategies.
  • Upheld strict quality control and customer service standards, supervising bar activities to identify and correct deficiencies.
  • Handled financial transactions and problems, using PoS system to process, reverse, and track payments.
  • Trained and supervised bar staff to deliver top-notch service and craft high-quality beverages.
  • Built rapport with beverage distributors to support timely inventory replenishment and favorable costs.
  • Maintained compliance with all food and beverage regulations.
  • Controlled costs through proper inventory rotation, minimizing waste by effectively promoting and moving older products.
  • Kept detailed inventories and notified management of ordering needs for liquor, beer, wine and bar supplies.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Conducted regular inventories of bar and drink supplies to keep stock on hand and avoid expensive rush orders.
  • Implemented drink prep procedures that significantly reduced wasted stock.
  • Decreased waste, following strict recipes and drink measurement protocol.
  • Delivered exceptional guest experiences through attentive service and quick response to issues.
  • Set up advertising signs and displays on shelves, counters and tables.
  • Set and maintained shift schedules for bartenders

Pre-K/Assistant Director

Busy Bee Child Development Center
South Portland, ME
03.2003 - 08.2011
  • Coordinated interactive activities to meet children's physical, emotional, intellectual, and social needs.
  • Encouraged self-esteem, independence, and respect through positive role-modeling.
  • Provided individual and small group instruction to meet individual needs of each child.
  • Established clear expectations for behavior and redirected problematic actions with positive reinforcement or established discipline protocols.
  • Monitored children's progress and challenges and discussed with parents and caregivers to foster open communication.
  • Applied knowledge of early childhood development to evaluate student learning needs and promote growth.
  • Assisted children with task and activity completion, while allowing them to navigate challenges independently first.
  • Created and assigned interactive lesson plans for basic early learning skills.
  • Maintained student records in accordance with state, federal, and company guidelines.
  • Adhered to all state and federal standards for daycare environment and curriculum.
  • Adapted teaching methods and instructional materials to meet students' varying needs and interests.
  • Maintained welcoming and nurturing spaces with well-organized classroom stations and materials.
  • Collaborated with faculty and staff to enhance programs and promote student success.
  • Balanced schedules to include instruction, demonstration and quiet periods.

Education

High School Diploma -

Norwood Senior High School
Norwood, Massachusetts
09.1991 - 05.1995

Accounting And Business Management

University of Southern Maine
Portland, ME
08.2010 - 10.2012

Skills

Team Building

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Certification

ServeSafe/Manager

Timeline

ServeSafe/Manager

07-2021

CurrentSubstitute Teacher

Hillsboro ISD
12.2020 - 05.2021

Uber Partner

Uber
06.2018 - 04.2020

Restaurant Front of House Manager

Rainforest Cafe Disney Animal Kingdom
08.2014 - 01.2017

Bartender

Unos
03.2013 - 09.2014

Bar Lead

Unos
03.2012 - 03.2013

Accounting And Business Management

University of Southern Maine
08.2010 - 10.2012

Pre-K/Assistant Director

Busy Bee Child Development Center
03.2003 - 08.2011

High School Diploma -

Norwood Senior High School
09.1991 - 05.1995

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Heather VergaraFOH Manager