Tiffany Henshaw
Summary
Dynamic Food and Beverage Manager with expertise in food safety standards, inventory management, and team training. Proven track record in enhancing customer satisfaction and operational efficiency. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
19
19
years of professional experience
Work History
Food and Beverage Manager
Wawa
Richmond
11.2007 - Current
- Implemented health and safety standards for food preparation and handling.
- Trained staff on customer service best practices and menu knowledge.
- Managed daily operations of food and beverage service areas.
- Organized inventory management and ordering of food supplies.
- Collaborated with teams to ensure efficient service during peak hours.
- Monitored cleanliness and organization of dining areas and workspaces.
- Provided training on proper sanitation techniques as well as safety protocols to restaurant personnel.
- Maintained excellent communication between front-of-house staff and back-of-house staff in order to provide efficient service throughout the entire dining experience.
- Resolved customer complaints regarding meal quality or service issues in a timely manner while ensuring satisfaction is achieved.
- Supervised and managed the daily operations of the food and beverage department, including staff scheduling, inventory control, cost management, menu planning and customer service.
- Created monthly financial reports to analyze sales trends, labor costs and other expenses related to the food and beverage department.
- Analyzed sales data from POS systems on a weekly basis in order to track progress against budget targets.
- Monitored employee performance by providing constructive feedback as needed during shift changes or at end of shift reviews.
- Ordered supplies for kitchen staff in order to maintain adequate levels of inventory for daily operations.
- Oversaw food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.
- Resolved conflicts between staff members in a timely manner while maintaining professionalism.
- Oversaw food preparation, production and presentation according to quality standards.
- Trained new employees to perform duties.
- Delegated work to staff, setting priorities and goals.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
Customer Service Supervisor
Wawa
Richmond
11.2007 - Current
- Supervised customer service team to ensure high-quality support.
- Trained new staff on company policies and service protocols.
- Assisted customers in resolving inquiries and complaints effectively.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Answered phone calls and responded to questions and concerns.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Evaluated and authenticated returns, exchanges and voids.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Interviewed, hired and trained staff to meet company objectives.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Delegated work to staff, setting priorities and goals.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Discussed job performance problems with employees, identifying causes and issues to find solutions. jgjg
Customer Service Associate
Wawa
Richmond
11.2007 - Current
- Maintained cleanliness and organization of the service area.
- Processed transactions accurately and efficiently at the cash register.
- Resolved customer complaints in a friendly and professional manner.
- Stocked shelves and ensured products were displayed properly.
- Educated customers about promotions and loyalty programs.
- Greeted customers and identified their needs.
- Kept work area neat, clean, and well-stocked at all times.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Handled cash register operations accurately during peak times.
- Performed additional duties as assigned by management team.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
Customer Service Associate
Sears
Richmond
03.2007 - 11.2007
- Maintained cleanliness and organization of the service area.
- Processed transactions accurately and efficiently at the cash register.
- Stocked shelves and ensured products were displayed properly.
- Educated customers about promotions and loyalty programs.
- Greeted customers and identified their needs.
- Kept work area neat, clean, and well-stocked at all times.
- Resolved customer inquiries in a timely manner.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Handled cash register operations accurately during peak times.
- Performed additional duties as assigned by management team.
- Followed policies and procedures to meet or exceed established performance requirements.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
Restaurant Hostess
Bob Evans
Richmond
09.2006 - 03.2007
- Greeted and seated guests efficiently in a fast-paced dining environment.
- Managed reservation system to optimize seating arrangements and guest flow.
- Provided menus and explained daily specials to enhance guest experience.
- Assisted servers by coordinating table assignments during peak hours.
- Monitored dining area to ensure cleanliness and comfort for all guests.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Greeted customers and escorted them to their tables.
- Stayed attentive to server availability and table turnover to quickly seat guests.
- Managed reservations, waitlists, and special requests for large parties.
- Answered incoming calls with appropriate greeting and provided information about menu items or services offered.
- Answered telephone to provide dining information and take reservations.
- Maintained cleanliness standards in the dining area including wiping down tables and chairs between seatings.
- Performed opening and closing duties such as restocking supplies and cleaning work areas.
- Managed guest expectations by relaying information regarding hours, wait times, and specials.
- Assigned seating arrangements based on customer preferences and restaurant policies.
- Provided menus and answered questions about menu items and specials.
- Communicated with servers about new tables, changes in food availability and customer comments.
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Developed long-term relationships with customers to increase opportunities for repeat business.
- Balanced cash register at end of shift according to established procedures.
- Adhered to all safety regulations set forth by the restaurant management team.
- Answered phones promptly to record and confirm reservations.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Distributed menus to guests, led to tables and gave initial information about service staff or specials.
- Accepted payments from guests for dine-in and take-out foods.
Education
High School Diploma -
Henrico High School
Richmond, VA06-2008
Skills
- Food safety standards
- Inventory management
- Customer relationship management
- Leadership skills
- Ordering supplies
- Staff training and development
- Conflict resolution
- Time management
Timeline
Food and Beverage Manager
Wawa
11.2007 - Current
Customer Service Supervisor
Wawa
11.2007 - Current
Customer Service Associate
Wawa
11.2007 - Current
Customer Service Associate
Sears
03.2007 - 11.2007
Restaurant Hostess
Bob Evans
09.2006 - 03.2007
High School Diploma -
Henrico High School