Heidi Wallace
Petaluma,CA
Summary
Proven leader in hospitality and customer service, excelling in operational efficiency and team leadership at Heritage Estates. Skilled in POS operations and exceptional communication, I fostered a positive work environment, enhancing customer satisfaction and staff performance. Achieved significant improvements in service delivery by mentoring teams and streamlining processes, demonstrating a commitment to excellence and a results-driven approach.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lead Server
Heritage Estates, A Leisure Care Corporation
08.2023 - Current
- Managed high volume dining periods with effective time management and strong multitasking abilities.
- Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
- Cultivated warm relationships with regular customers.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Assisted residents with menu selections
- Placed to go orders both over the phone and in person.
- Responsible for the flow of service from the kitchen to ensure that all residents receive their preferences in both food and beverage
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Collaborated with kitchen staff to ensure accurate and timely delivery of meals, resulting in higher customer satisfaction rates.
- Maintained clean and organized dining areas, ensuring a pleasant atmosphere for guests at all times.
- Mentored new servers, sharing best practices for exceptional service and fostering a positive work environment.
- Collaborated with managers on employee scheduling needs, helping maintain optimal coverage during peak hours without sacrificing quality of service.
Bartender
Limitless Axes And Ales
05.2022 - 12.2022
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- 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.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- 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.
- 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.
Lead Server Trainer
Blackhawk Country Club
03.2022 - 07.2022
- Increased staff retention through effective communication and fostering a positive work environment.
- Maintained up-to-date knowledge on industry trends and best practices in order to continually update training methods.
- Oversaw the implementation of new menu items, ensuring proper training on ingredients and preparation techniques.
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
- Enhanced customer satisfaction by providing exceptional service and anticipating guest needs.
- Promoted a culture of teamwork by facilitating collaboration among restaurant staff members.
- Coordinated section assignments for optimal coverage during peak dining hours, minimizing wait times for guests.
- Streamlined server training processes for improved efficiency and consistency in service delivery.
- Addressed guest concerns promptly, maintaining high levels of customer satisfaction despite any issues that arose during their visit.
- Mentored and developed junior servers, resulting in increased job satisfaction and performance levels.
- Implemented innovative techniques for server training, leading to increased confidence among new hires and improved overall performance.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Ensured all members and their guest received top of the line service at all times.
- Consistently follows local and state laws and the club's policies and procedures for the service of alcoholic beverages to members and guests.
Server
Copper Skillet
03.2021 - 05.2022
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
Patient Service Representative and Dispatcher
Superior Healthcare Equipment And Services
07.2020 - 11.2020
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled customer service inquiries in person, via telephone and through email.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Built and maintained positive working relationships with patients and staff.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Providing excellent customer service by promptly answering patient inquiries.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Closely monitored dispatch board to triage and prioritize over [Number] daily calls.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Communicated with warehouse staff to facilitate proper loading and unloading of orders.
Office Manager
Candy's Landscape
01.2020 - 05.2020
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Accounts payable and Receivable
- Payroll processing
Administrative Assistant
Opportunity Junction
01.2020 - 03.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Communicate program and community resources to clients\
- handled projects as assigned by management team
Concierge and Caregiver
MBK Senior Living
07.2018 - 03.2019
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Facilitated guest check-in and check-out processes to reduce wait times and increase guest convenience.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
- Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Provided compassionate and patient-focused care to cultivate well-being.
Assistant Manager
Pete's Restaurant & Brewhouse
05.2015 - 11.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
Education
Medical Assisting
Empire College
Santa Rosa, CA2011
High School Diploma -
Newark Memorial High School
Newark, CA06.1997
Skills
- Problem-Solving
- Attention to Detail
- Team Leadership
- Positive and Friendly Attitude
- Organization and Efficiency
- POS system operations
- Exceptional communication
- Operational Efficiency
- Employee Training and Development
- Responsible and Trustworthy
- Teamwork and Collaboration
- Accurate money handling
- Full Service Dining
- High-volume dining
- Customer Service
- Wine Knowledge
- Order Taking and Processing
- Fine dining experience
- Data Entry
- Sales
- Leadership
- Events Management
Certification
CPR Certification
Food Handlers Certification
Microsoft Office Specialist - Word and Excel
Timeline
Lead Server
Heritage Estates, A Leisure Care Corporation
08.2023 - Current
Bartender
Limitless Axes And Ales
05.2022 - 12.2022
Lead Server Trainer
Blackhawk Country Club
03.2022 - 07.2022
Server
Copper Skillet
03.2021 - 05.2022
Patient Service Representative and Dispatcher
Superior Healthcare Equipment And Services
07.2020 - 11.2020
Office Manager
Candy's Landscape
01.2020 - 05.2020
Administrative Assistant
Opportunity Junction
01.2020 - 03.2020
Concierge and Caregiver
MBK Senior Living
07.2018 - 03.2019
Assistant Manager
Pete's Restaurant & Brewhouse
05.2015 - 11.2017
Medical Assisting
Empire College
High School Diploma -
Newark Memorial High School
CPR Certification
Food Handlers Certification
Microsoft Office Specialist - Word and Excel
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