JAMES ROMER
Santa Rosa,CA
Summary
IWG Certified Level 1 Sommelier. Courteous Hospitality Specialist with keen understanding of guest expectations and conflict resolution strategies. Hardworking Customer Service Representative with experience working with international customer base. Trained in project and time management with extensive knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Winery Ambassador/DTC Sales/Hospitality Specialist
Iron Horse Vineyards
Sebastopol, CA
06.2021 - 03.2022
- Increased customer service ratings significantly through personable service.
- Tracked guest satisfaction surveys to recognize trends and create action plans for improving guest services.
- Collaborated with various team members to meet guests' requests.
- Collaborated with maintenance, housekeeping and security teams to resolve requests and issues efficiently.
Hospitality Specialist
Montage Healdsburg
Healdsburg, CA
11.2020 - 05.2021
- Collaborated with various team members to meet guests' requests.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Facilitated inter-departmental communication to effectively provide customer support.
- Increased customer service ratings significantly through personable service.
Hospitality Specialist
Vintners Resort
Santa Rosa, CA
06.2019 - 03.2020
- Memorized extensive menu of over 30 food items, 20 drinks and all ingredients.
- Helped resolve guest problems by remaining positive, friendly and respectful.
- Supported new marketing and advertising campaigns developed by management in order to propel dining establishment to top 5% of market.
Server
Valette
Healdsburg, CA
03.2019 - 07.2019
- Contact Aaron Garzini 707.473.0946 Serving high quality, yet honest food while offering warm yet impeccable service.
- Recommended entrée or drink choices to guests by listening to their preferences and concerns.
- Demonstrated responsible alcohol serving practices by checking guest identification and ensuring that guests were not over served.
- Worked with POS system to place orders, manage bills and handle complimentary items.
Server
Barndiva
Healdsburg, CA
08.2018 - 08.2019
- Contact Chappy Cottrell 904.625.0158 Continuing farm to table tradition at this Healdsburg staple.
- Ensured all meals served to patrons met quality standards.
- Helped resolve guest problems by remaining positive, friendly and respectful.
Server/Manager
Matsuhisa Denver
Denver, Colorado
02.2016 - 08.2018
- Contact Yuki Koyama 303.329.6628 (Server)Trained to help guide guests through menu from world renowned Chef Nobu Matsuhisa's Japanese- Peruvian cuisine.
- Tasked with assisting in training of front of house staff to high standards set by Nobu worldwide.
- (FOH Manager)Worked in tandem with ownership and in-house management team to educate front of house staff in standards and procedures associated with prestigious Nobu Matsuhisa.
- Memorized extensive menu of over 150 food items, 45 drinks and all ingredients.
- Collaborated with colleagues to discuss market information and strategies.
- Assisted clients in understanding their available options and helped them select right service plans for their needs.
- Effectively communicated with other employees and upper management to ensure complete care of customers.
Server/Manager
The Little Door
Los Angeles, California
06.2013 - 11.2015
- Contact Tropez AuBour 323.951.1210 Work in tandem with front and back of house to maintain sterling reputation of The Little Door and provide a memorable experience for clientele.
- Assisted clients in understanding their available options and helped them select right service plans for their needs.
- Acknowledged customer issues and resolved their problems quickly and efficiently.
- Collaborated with colleagues to discuss market information and strategies.
Server/Manager
Little Next Door
Los Angeles, California
11.2012 - 10.2013
- Contact Laurence Ponzone 323.951.1110 Assist in training front of house staff.
- Help clientele with navigating extensive wine list and chef specials.
- Collaborated with colleagues to discuss market information and strategies.
- Acknowledged customer issues and resolved their problems quickly and efficiently.
- Assisted clients in understanding their available options and helped them select right service plans for their needs.
Bartender/Server
Izakaya Den
Denver, Colorado
09.2009 - 05.2012
- Contact Yuki Koyama303.777.0691 Assisted in wine and sake training Worked with sushi chefs to ensure excellent guest experiences.
- Collaborated with colleagues to discuss market information and strategies.
- Effectively communicated with other employees and upper management to ensure complete care of customers.
Bartender/Server/Manager
Nine75
Denver, Colorado
01.2007 - 09.2009
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands
- Developed new signature cocktails to support bar marketing brand and increase profits
Education
Intro Sommelier Certification - Wine Steward
International Wine Guild
Denver, CO02.2010
Skills
- Guest Services
- Sales
- Quality Management
- Staff Management
- Staff Development
- Performance Appraisals
- Inventory Maintenance
- Efficient and Detail-Oriented
- Team Leadership
- POS Systems and Ordering Platforms
Timeline
Winery Ambassador/DTC Sales/Hospitality Specialist
Iron Horse Vineyards
06.2021 - 03.2022
Hospitality Specialist
Montage Healdsburg
11.2020 - 05.2021
Hospitality Specialist
Vintners Resort
06.2019 - 03.2020
Server
Valette
03.2019 - 07.2019
Server
Barndiva
08.2018 - 08.2019
Server/Manager
Matsuhisa Denver
02.2016 - 08.2018
Server/Manager
The Little Door
06.2013 - 11.2015
Server/Manager
Little Next Door
11.2012 - 10.2013
Bartender/Server
Izakaya Den
09.2009 - 05.2012
Bartender/Server/Manager
Nine75
01.2007 - 09.2009
Intro Sommelier Certification - Wine Steward
International Wine Guild
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