Summary
Overview
Work History
Education
Skills
References
Timeline
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Laura Burns

Phoenix

Summary

Dynamic server and trainer with 17 years experience, excelling in fine dining and high volume service and customer relationship management. Proven ability to upsell and create memorable dining experiences, resulting in multiple Employee of the Month awards. Expert in menu knowledge and POS operation, consistently enhancing guest satisfaction through personalized service.

Overview

18
18
years of professional experience

Work History

Server

SHIV Supper Club
Scottsdale
03.2025 - Current
  • Ensure a refined dining experience through effective communication and anticipation of guests needs.
  • Deliver personalized high touch service to discerning guests in upscale and luxury dining environment.
  • Provide excellent table service to patrons by maintaining knowledge of all menu items, including beverages and wines, and make recommendations upon request based on guest preferences.
  • Effectively communicate with guests ad coworkers to ensure guest satisfaction.
  • Accurately recorded orders in POS system while providing excellent customer service.
  • Ensured proper set-up of dining area before service began to ensure a smooth work environment for myself and coworkers.
  • Assisted guests with special requests and dietary restrictions to ensure a personalized dining experience.

Server/Bartender/Trainer

Eddie V's Prime Seafood
La Jolla
10.2017 - 01.2023
  • Provided exceptional customer service and created a memorable dining experience for guests at an upscale restaurant by being friendly, professional, knowledgeable, and accommodating.
  • Maintained full knowledge of the food menu, ingredients, and preparation.
  • Built lasting guest relationships, driving business, and consistent high reviews.
  • Successfully managed multiple tables at a time in a high-volume setting while maintaining and delivering precise service.
  • Memorized and recited the daily specials to patrons.
  • Catered to guests' specific wants by suggesting food and wine pairings based on their preferences.
  • Maintained full knowledge of the cocktail list, ingredients, measurements, and liquors offered.
  • Ensured food items were delivered to the correct table and seat number, without auctioning items.
  • Anticipated guests' needs and responded urgently to guests' concerns and requests.
  • Entered all food and drink orders into the POS accurately.
  • Presented each course of the meal with a detailed description of the item.
  • Consistently drove food and beverage sales by upselling.
  • Processed payments and handled cash transactions accurately and securely.
  • Promoted to Trainer after 1.5 years of employment.
  • Employee of the Month: March 2018, October 2019, September 2021, August 2022.
  • Gained recognition with multiple positive online reviews through outlets like Yelp and Google.

Server/Bartender/Assistant Manager

The Lodge at Torrey Pines
La Jolla
01.2015 - 10.2017
  • Maintained full composure while serving guests in a high-volume, 5-Diamond hotel restaurant.
  • Maintained full knowledge of the extensive food menu, ingredients, and preparation.
  • Provided excellent table service to patrons by maintaining knowledge of all menu items, including beverages and wines, and made recommendations upon request.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Entered all orders into POS accurately and handled cash and card transactions.
  • Consistently exhibited a calm demeanor during periods of high volume to keep the restaurant operating smoothly, and set a positive example for my coworkers.
  • Promoted to Assistant Food and Beverage Manager after one year of employment.
  • Interviews and hired 32 new employees.
  • Developed a training manual that included personal conduction and training of food and beverages.
  • Successfully managed day-to-day operations, overseeing the hotel restaurant, room service, and pool attendees.
  • Conducted regular inspections to ensure compliance with health and safety regulations.
  • Resolved customer complaints promptly to enhance dining experience.
  • Supervised and trained staff in customer service, food handling, and safety protocols.
  • Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
  • Maintained detailed records of sales transactions and daily shift reports.
  • Prepared employee schedules to maintain appropriate staffing levels during peak periods.
  • Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
  • Counseled and disciplined staff to address issues promptly and provide constructive feedback.
  • Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
  • Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.

Bartender/Server

S&M Sausage and Meat
San Diego
02.2014 - 01.2017
  • Greeted customers and provided excellent customer service.
  • Prepared cocktails from bar recipes and served wine, draft and bottled beer.
  • Created craft cocktails with precision, while exhibiting a calm, inviting demeanor in a high-volume bar setting.
  • Maintained full knowledge of rotating craft beers on tap.
  • Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
  • Checked identification cards for proof of age prior to serving alcohol beverages.
  • Provided drink suggestions to customers based on their preferences.
  • Kept track of bar tabs and transferred open tabs to dining area for wait staff.
  • Ensured proper sanitation of bar area, glassware, utensils, and equipment.
  • Maintained inventory of liquor, beer, wine, and other beverage items and restocked supplies as needed.
  • Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
  • Managed cash drawer at the end of each shift ensuring accuracy of funds received.
  • Trained new bartenders on drink preparation and upselling techniques.
  • Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
  • Maintained cleanliness and organization of the bar area at all times.
  • Assisted in training new bartenders on techniques and service standards.
  • Attended regular training sessions with Beer Monger to stay up to date with new craft beer selections.
  • Created multiple regular patrons through personalized customer service.

Bartender/Server/Trainer

California Pizza Kitchen
Phoenix/San Diego
05.2007 - 01.2015
  • Displayed friendly, outgoing, and energetic behavior to create a warm, fun atmosphere for guests.
  • Maintained full knowledge of the food and beverage list to ensure proper pairings upon patrons' requests.
  • Managed multiple tables efficiently while ensuring guest satisfaction.
  • Maintained cleanliness, proper sanitation and organization of bar area and equipment.
  • Provided excellent customer service while handling multiple drink orders efficiently.
  • Prepared cocktails from bar recipes and served wine, draft and bottled beer.
  • Suggested menu items based on guest preferences and dietary needs.
  • Explained menu items, describing ingredients and cooking methods upon request.
  • Engaged with customers to build rapport and foster loyalty.
  • Delivered food and beverages to correct seat numbers to avoid auctioning.
  • Implemented health and safety guidelines to ensure compliance standards.
  • Operated the cash register and Point of Sale system for transactions, and made proper change for cash transactions.
  • Managed cash drawer at the end of each shift ensuring accuracy of funds received.
  • Processed payments accurately and efficiently with POS system.
  • Promoted to trainer after six months of employment.
  • Trained new bartenders on drink preparation and upselling techniques.
  • Trained new servers on menu offerings and service techniques.
  • Developed good working relationships with fellow employees through effective communication.
  • Completed cleaning duties by sweeping and mopping floors, vacuuming carpets, and tidying up server stations to ensure a seamless opening the following day.
  • Received multiple positive comments on yelp.

Education

Bachelor of Arts - Broadcast Journalism

Arizona State University
Phoenix, AZ
05-2012

Skills

  • Fine dining service
  • Menu knowledge
  • POS operation
  • Upselling techniques
  • Food pairings
  • Wine and Spirits
  • Customer relationship management

References

References available upon request.

Timeline

Server

SHIV Supper Club
03.2025 - Current

Server/Bartender/Trainer

Eddie V's Prime Seafood
10.2017 - 01.2023

Server/Bartender/Assistant Manager

The Lodge at Torrey Pines
01.2015 - 10.2017

Bartender/Server

S&M Sausage and Meat
02.2014 - 01.2017

Bartender/Server/Trainer

California Pizza Kitchen
05.2007 - 01.2015

Bachelor of Arts - Broadcast Journalism

Arizona State University

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Laura Burns