Madison TeliskiHospitality Management Professional

4/24/20152015

Madison TeliskiBUS 290 - Capstone PortfolioA comprehensive overview of my personal and professional philosophy, academic reports, work experience, community service, skills, professional growth, and reference materials.

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Table of Contents

I. Introduction and Personal Philosophya. Favorite Quotations……………………………………………….. Pg. 2b. Evolution of My Restaurant Industry Passion……………………. Pg. 3c. My Guiding Principles………………………………...…………...Pg. 4 d. Goals

i. Professional Goals……………………………………….. .Pg. 5ii. Personal Goals……………………………………………..Pg. 5-6

e. Skills Inventoryi. Technical Skills…………………………………………….Pg. 7

ii. Soft Skills…………………………………………………..Pg. 7

II. Academic Excellencea. Transcript…………………………………………………………..Pg. 8b. Dean’s Merit List…………………………………………………..Pg. 9c. Letter of Recommendation………………………………………...Pg. 10

III. Work Experiencea. Résumé……………………………………………………………Pg. 11-12

IV. Community Servicea. Why I Volunteer at Ronald McDonald House Charities ………..Pg. 13

V. Transferrable Skillsa. Line Cook Experience

i. Basic Cooking Skills and Knowledge…………………..Pg. 14-15ii. Mediation Skills…………………………………………Pg. 15

iii. Appreciation for Back-of-the-House…………………...Pg. 15-16b. Personal Faith……………………………………………………Pg. 16c. Interpersonal Communications…………………………………Pg. 16-17

VI. Professional Growtha. Certifications

i. ServSafe Food Safety and Sanitation – Manager………Pg. 18ii. TIPs……………………………………………………..Pg. 19

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I. Introduction and Personal Philosophy

a. Favorite Quotations

“The only way that an individual’s pain gains meaning is through its communication to others.” – Diane Wood Middlebrook

“If your face has been swollen by the severe beatings of life, smile and pretend to be a fat man.” – Nigerian Proverb

“The biggest mistake I tend to make is believing that I can do everything on my own.” - Me

“I may not have gone where I intended to go, but I think I have ended up where I needed to be.” – Douglas Adams

“The most creative act you will ever undertake is the act of creating yourself.” – Deepak Chopra

“You are all that you have, so that must be enough.” – Marya Hornbacher

“Successful people are always looking for opportunities to help others. Unsuccessful people are always asking ‘what’s in it for me?’” – Brian Tracy

“Everyone talks about building a relationship with your customers. I think you should build one with your employees first.” – Angela Ahrendts

“Everything in your life is a reflection of a choice you have made. If you want a different result, make a different choice.” - Unknown

“You may not be able to control every situation and its outcome, but you can control your attitude and how you deal with it.” – Unknown

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b. The Evolution of My Restaurant Industry Passion

My employment history began as a cashier at a small family owned Chinese restaurant, Grand China, when I was sixteen years old. I didn’t realize it at the time, but Grand China’s chaotic dynamics, mashup of polar opposite personalities, and loyal patrons are what ignited my passion for the restaurant industry. The characteristically hectic nature of the restaurant’s daily operations prevented me from dozing off at the register and focused my off-the-wall energy. The contrasting and sometimes conflicting personalities of the staff opened my eyes to new perspectives and taught me how to communicate with others unlike myself. The loyal patrons made me realize the immeasurable rush of satisfaction and joy I experience through providing not just a meal, but an intimate experience of human interaction by making guests feel like their needs, wants, and selves truly matter. However, as a sixteen year old I wasn’t aware of these revelations; what mattered most to me was making enough money to pay for car insurance and gasoline.

A year later I began working as a server at Renaissance West Retirement Village’s in-house restaurant. There I experienced the joy of a restaurant’s vast array of staff personalities merging together to become a work family. At Renaissance West I served the same residents every day and came to know their names, drink orders, dietary needs/restrictions, personal histories, and families. I became intimately close with the residents and further honed my ability to emphasize with them and cause them to leave the dining room happier than they were when they arrived. I was soon taken under the wing of retired Chef Bill Unger, who was eager to transform me into a culinary master. I stopped serving and became the lead line cook. I enjoyed the creative license I had and I felt the same rush of happiness I felt from serving by witnessing the emotional responses the residents displayed when they ate the meals I prepared for them. What I failed to realize, however, was that the satisfaction I felt from cooking was largely a result of pleasing Chef Unger and making him proud.

Unaware of my true driving factor to cook, I enrolled at Cincinnati State’s Midwest Culinary Institute to pursue a degree in culinary arts. Extraneous circumstances prevented me from attending and forced me to work full-time. I began working as a line cook at Summit Hills Country Club where I finally realized I despised cooking as a profession. Rarely did I get to connect with guests or have any control over their dining experience.

After cooking at Summit Hills CC for over a year, I held a slew of jobs cooking and serving in restaurants and clubs, and cooking and banquet serving in hotels. I’d still yet to realize what made me truly happy and attempted to pursue a medical degree, only to discover that the medical field lacked both the restaurant industry-related chaos that I needed to thrive and the interpersonal interactions and relationships that restaurants offered. At twenty-one years old I did some excruciating introspection which led me to finally realize that restaurants and their chaotic nature are not only what I already knew best, but also what made me feel alive with happiness and satisfaction in my work.

My epiphany prompted me to pursue a degree in Hospitality Management at Cincinnati State. Networking with one of my professors, Chef Lilly Burdsall, and her industry connections pointed me in the direction of Seasons 52, the restaurant I’m currently employed at. Being able to work on the service team at Seasons 52 makes work feel less like a job and more like an opportunity to foster personal and professional growth, as well as provide guests and coworkers with an experience of human interaction on a profound level.

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c. My Guiding Principles

My Personal Mission Statement“To foster others’ individual growth and help them realize their personal and professional

dreams.”

My guiding principles dictate how conduct myself not only in the work environment but also in my personal life. They are so deeply ingrained in my character that I practice them in every situation and encounter I experience. My personal values guide my decision-making and subsequent actions with a positive end goal in mind.

My personal value that accounts for my personal and professional foundation is being of service to others. I treat all of my coworkers and guests as uniquely special and appreciated by giving them my best self, doing more than expected, anticipating their needs, and making a genuine difference in their lives in any way that I can. The mantra that constantly fuels my drive to be of service is “leave the world a better place than you found it.” The goal of all of my interactions is to put an honest smile on the faces of others and create an experience of pleasure and delight that touches them on an intimate level.

Respect and caring are my personal values that dictate how I act to be of service to others. I have a genuine interest in the well-being of others and know the importance of active listening, the power of understanding and the incalculable value of support.

Integrity and fairness are two more personal values that guide me. I live out these values so others can always trust me to do the right thing, follow through on my commitments, and to be open and honest with them at all times. These values force me to demonstrate courage that not only works towards positive outcomes, but also encourages others to act in a similar way that benefits others.

My final defining personal value is always teaching, always learning. I constantly learn from others as they learn from me. I strive to always be learning, always be teaching, and always growing. Practicing this value doesn’t just assist my personal growth, but it also enables me to foster the growth of everyone I interact with. Happiness becomes possible when we teach and learn from each other to become better versions of ourselves than we were before. Improvement is always possible and should be actively pursued every time an opportunity presents itself.

Overall, my guiding principles – my personal values – are collectively aimed at making a positive difference in the lives of others by the giving of myself and how I do so. I want to help people become their best selves while simultaneously working towards becoming my best self. To accomplish this I treat every person as special and actively listen when communicating with them in an effort to understand them, their wants, their needs, and their desires.

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d. Goals

i. Professional Goals

Currently, I work at Seasons 52 as a server and a food expediter – a liaison between servers and line cooks who ensures timely delivery of the satisfactorily prepared meals to the right guests. After I graduate from Cincinnati State in May with an A.A.B. in Hospitality Management, I plan to begin working full-time at Seasons 52. Within the current year I plan to become a certified server trainer – a server responsible for supporting the management team to ensure that the service team members are properly trained while also filling critical team member roles on the hourly schedule. Being a certified trainer will help me further develop the knowledge, skills, and confidence to apply for a Service Professional position at Seasons 52. My goal is to become a Service Professional in early 2016. The Service Professional position is an apprenticeship to becoming a salaried Service Manager. A Service Professional assists the management team by providing leadership support for the service team to ensure guests and team members have a great experience. Seasons 52 is quickly expanding nationwide. Darden Restaurants, Inc., the world’s largest restaurant company, owns Seasons 52 and has plans to open several new locations in the coming years. After completing my Service Professional apprenticeship, I plan to apply for a Service Manager position at the new locations, regardless of their location. I do not have any plans to move into higher management at this time, but I am considering the possibility of becoming an Assistant Managing Partner or chief Managing Partner at Seasons 52. Any transitions into higher management will be made only after serious consideration of the level of guest interaction associated with a new position.

Professional goals I plan to accomplish in the near future include: Becoming a certified trainer Becoming a Service Professional Becoming a Service Manager Completing Gallo University’s wine accreditation course Completing Level 1 Certified Sommelier by the Court of Master Sommeliers Acquiring ServSafe Alcohol Service manager certification

ii. Personal Goals

My personal goals can be summarized by one objective – to become my best self. I believe that there are always ways for me to improve myself. There is always something new for me to learn. I can always perform more efficiently at tasks I already do well as well as tasks I struggle to do well. Relationships can always be strengthened, and new relationships can be formed.

I want others to think of me as knowledgeable in my profession, courageous, dependable, as someone trustworthy to confide in, wise and equipped with solid advice, and as an efficient communicator. I want to be regarded with respect and admiration. To accomplish this reputation I must continue to live out my personal values. Steps I plan to take to become my best self include:

I will help others in any way I can, when I can I will continue to seek advice and knowledge from my superiors I will expand my professional network and maintain my current and future network

relationships

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I will listen to others with the intent to understand, not simply to respond I will continue to practice positive thinking when unfavorable circumstances arise I will treat hardships and obstacles as learning opportunities rather than hindrances I will keep an open mind to new ways of doing things I will force myself to pursue enrichment experiences that may make me uncomfortable I will take time each day to express gratitude I will take time each day to appreciate the simple things I will exert conscientious effort to get to know others I will force myself to relinquish my overwhelming desire for control I will force myself to be more open and vulnerable to others I will search for the best in others, including those I may dislike I will appreciate the world’s beauty and express it I will make time to read for pleasure

Overall, my personal goals consist of my desire to live a life that’s an inspiration to others. I want to leave the world in a better place than I found it during my continuous journey towards becoming my best self.

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e. Skills Inventory

i. Technical Skills Food safety and sanitation Food preparation and cooking Knowledge of various cooking methods Knowledge of food allergies and interaction prevention POS (point of sale) software knowledge and usage Serving Bussing Proper service standards/chronological steps of service Proper table/cutlery setup Inventory management Financial and managerial accounting principles Time management Prioritizing tasks Suggestive selling Basic wine knowledge Wine and food pairings Food expediting Food recommendations Payment processing – electronic and cash payments Evaluating customer satisfaction Rectifying customer complaints Sales and marketing techniques Critical thinking Reservation scheduling and management

ii. Soft Skills Active listening Active learning Interpersonal communication Basic Spanish language knowledge Innate ability to emphasize Leadership Working as a team/team building Inductive reasoning Deductive reasoning Customer service Relationship management Oral comprehension Emotional awareness and sensitivity of others Communication conflict resolution Effective communication/information communication Social perceptiveness Specific cultural differences

II. Academic Excellence

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a. Cincinnati State Transcript

b. Dean’s Merit List

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c. Letter of Recommendation from Chef Lilly Burdsall

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III. Work Experience

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a. Résumé

Madison Marie Teliski3935 School Section Road Apt 4

Cincinnati, OH 45211(513) 507-3004

madi_teliski@yahoo.com

Qualifications Summary ServSafe certified in Food Safety & Sanitation TIPS and C.A.R.E certified in alcohol service Six years of combined experience as a server and line cook Extensive knowledge of Microsoft Office and multiple POS systems Inventory management Proficient in proper steps and standards of service Skilled at anticipating guests’ needs and evaluation of guest satisfaction Consistent and effective resolution of guest complaints Possession of logical and critical thinking skills to create solutions for sudden conflicts Historical recognition and documentation of being a team player and motivator A natural leader dedicated to leading by example Educated in cost control, inventory management and ordering, preparing and analyzing

financial statements, sustainability practices, sales and marketing strategies, and suggestive selling

Superior interpersonal communication skills with guests and associates Excellent organizational skills and dedication to quality standards and operating

procedures

Technical & Academic Training Cincinnati State Technical and Community College

o Associate Degree of Applied Business - Hospitality Management – May 2015 Food Safety and Sanitation Food & Beverage Cost Control Financial and Managerial Accounting Business and Interpersonal Communication Marketing Principles of Management Business Law

Work ExperienceServer & Food Expo Seasons 52 Cincinnati, OH 12/1- PresentServer/Cook/Accounting Embassy Suites by Hilton Blue Ash, OH 9/13-12/14Server & Houseman DoubleTree Suites by Hilton Blue Ash, OH 9/12-6/13Line Cook Summit Hills Country Club Crestview Hills, KY 9/11-9/12Server & Line Cook Renaissance West Cincinnati, OH 4/10—6/11

Academic and Professional Workshops “Problem Solving Skills and Applications” – Cincinnati State “Make It Right” – Hilton Gallo Wine Academy’s Level 1 course - “Essentials of Professional Wine Selling”

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Community Service Ronald McDonald House Charities Cincinnati, OH 12/1-Present

IV. Community Service

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a. Why I Volunteer as Ronald McDonald House Charities

The first time I volunteer at the Ronald McDonald House was in my junior year of high school. A group of students and I visited “The House” in December to bake Christmas cookies for the families and their children spending their holiday season at The House. I instantly became hooked on the smiles of the parents and their children when they saw that complete strangers deemed baking at The House a preferred use of our time. Children clung to me and asked to help me bake cookies. Parents relished in the brief duration of personal time afforded to them by my classmates and me baking cookies with their children. The atmosphere was laden with the intimate warmth and comfort that the families previously only experienced in their personal homes. I was enamored and uplifted by the significant effects my service had on a house full of strangers in otherwise undesirable circumstances.

I didn’t visit The House again until nearly five years later when I had become aware of my calling to be of service, and I found it necessary to dedicate part of my free time to serving others. In December of 2014 I formally applied to be a regular volunteer at Ronald McDonald House. Being a Hospitality Management major and veteran of the restaurant service industry, I chose to volunteer at The House because it combined my best personal and professional skills with a charitable cause I firmly believe in. Many of the families at The House hail from far across state lines and even from different countries, thus forcing them to leave their familiar homes for an environment completely foreign to them. When I worked in hotels I learned that guests most desire to feel at home when they are, in fact, away from home. The best service provided to hotel guests was service that made them feel at home in the hotel by offering amenities and personal interactions associated with their home environments. I became skilled at making guests feel at home and I knew that I could transfer my skills from hotels to The House, which is in fact a hotel of sorts.

I not only chose to volunteer at The House because of my service skills and their rewarding effects on the families in need, but also because of the opportunities I would have to interact with the children at The House to make a lasting impact on them that they can still remember several years from now. Children are psychologically growing and their personalities and characteristics are rapidly developing in their youth, making it vitally important that they have positive experiences to look back on and build upon as they continue to grow. Even now I still remember how others impacted me and made me feel with I was a small child. Those interactions helped mold me into who I am today and made it possible to seek and discover the kindness in others. I chose to volunteer at The House because I want to have the same influence on the children at The House, especially in their time of increased need for nurturing interaction while away from home or critically ill. I want to teach the children that they are cared for and that they do matter, even to strangers. I want the children to grow into adults that subsequently “pay it forward” to needy, impressionable children that they encounter.

Lastly, I chose to volunteer at The House not only to be of service to families in need, but also because the families at The House, especially the children, are constantly opening my eyes and heart to new perspectives. The families at The House are constantly teaching me how to grow, how to feel, and how to become a better version of myself than I was before.

V. Transferrable Skills

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a. Line Cook Experience

Although I currently maintain and plan to continue a career path in the guest service realm of the restaurant industry, I possess over two years of experience as a line cook. In addition to serving, I was also a line cook at Renaissance West Retirement Village from April 2011 to June 2012. My general duties included: prepping ingredients for the current and following day’s menu, cooking al a carte menu items to order for breakfast, lunch, and dinner, operating made-to-order meal stations for large banquet functions, opening and closing the kitchen, supervising stewards and servers, and following management’s standard operating procedures and Cincinnati Health Department mandated safety and sanitation codes.

From September 2012 to September 2013 I was a line cook at Summit Hills Country Club. My duties included prepping and cooking breakfast, lunch, and dinner, manning carving stations and made-to-order pasta stations at weddings and large banquet functions, running the weekly buffet line, operating grill out stations on the golf course for tournaments, receiving and storing purchase orders, rotating and monitoring inventory, maintaining equipment, opening and closing the kitchen, and following Kenton County Health Department’s food safety and sanitation codes.

In both kitchens I manned all line stations including: pantry, oven, grill, fry, and sauté. At Summit Hills CC, because there were only 3-4 cooks on the line at any given time, I often operated multiple stations at once, such as fry and grill. I learned how to properly time cooking times for a vast array of orders for items ranging from filet mignon to fried chicken wings. I operated, maintained, and often made repairs on kitchen equipment such as the deep fryer and charcoal grill.

i. Basic Culinary Knowledge and Cooking Skills

At Renaissance West and Summit Hills I acquired basic culinary knowledge including: storing and handling food, food safety and sanitation, food temperature regulation, equipment (ovens, broilers, grills, and roasters, etc.,) temperature regulation, quality control, preparing meals according to food allergies or restrictions, stock rotation, proper labeling and dating inventory, even cooking techniques, appropriate food seasoning, recipe execution, knife and machine slicer handling, numerous heat-based cooking methods (i.e. frying, grilling, broiling, steaming, sautéing, roasting, etc.,) cost-based portioning, poultry, beef, and pork carving, butchery, fileting seafood, sanitizing and preparing raw ingredients, and turning raw ingredients into finished products.

Additionally, I learned how to prioritize tasks based on factors such as food safety, food exposure to temperature danger zones, par stock inventory level needs, upcoming banquet preparation, and appropriate execution of al a carte orders with respect to required cooking times specific to certain menu items, guests’ desired cooking temperatures for beef, pork, and seafood menu items, and durations of time prepared meals could remain under the heat lamps prior to servers serving the meals to their guests.

I also learned to how use historical data and sales forecasts to increase or decrease the necessary amount of food preparation in proportion to expected sales.

ii. Mediation Skills

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An industry-wide expected issue is the occurrence of friction between front-of-the-house (service staff such as servers and bartenders, – AKA, FOH) staff and back-of-the-house (culinary staff such as cooks and order expeditors, - AHA BOH). This friction exists due to issues that arise in order production specifications and timing of order executions. Servers tend to blame the cooks for preparing the wrong dish, taking too long to produce a table’s entire order, or preparing a dish that doesn’t meet guests’ expectations. Cooks tend to blame servers for sending their orders back incorrectly, without specified protein temperatures or necessary modifications, or sending orders back to the kitchen too late, thus making the servers look incompetent to their guests. What all of these issues share in common is miscommunication or lack of communication between FOH and BOH staff. FOH and BOH staff members often misinterpret these issues to be personal attacks rather than simple results of miscommunication. It is not uncommon for FOH and BOH staff to create a division between each other, yielding two separate teams that work against each other when they should, in fact, work at a team.

My experience in working in the BOH lends me the ability to mediate and even resolve conflicts between the two entities. I understand the perspectives of both the FOH and BOH, making it possible for me to create an awareness of both sides’ circumstances and a willingness to look for solutions to issues rather than chalking issues up to personal attacks. I have earned the respect of both entities, which allows me to bridge gaps in communication to prevent issues from arising. Furthermore, I know how boost the morale of both FOH and BOH during stressful rushes and periods or misunderstanding. By maintaining a positive general attitude in both entities I help foster a team identity and willingness to work together to resolve issues that arise between the FOH and BOH.

iii. Appreciation for Back-of-the-House

As a server, much of why I’ve garnered the respect of the BOH is because of my experience-based appreciation for the BOH staff. When I was a line cook at Summit Hills I logged 60+ hours a week for a wage that seemed disproportionately low for the level of physical and mental efforts I exerted each day. Often I would work over two thirds of the hours as servers, yet my weekly paychecks wouldn’t even match half of what servers made in so much less time on the clock in just one solitary shift. I regularly became irate and frustrated with the disproportionate levels of compensations in respect to time on the clock. My anger towards the FOH staff’s privileged circumstances led me to assign individual FOH staff members varying levels of preference according to how they interacted with me. It seemed impossible not to harbor contempt for certain FOH staff members that made over twice as much compensation as me while they also expected me to prepare their employee meal orders during the few spare minutes I had to take a “break”.

After working at Summit Hills I chose to quit complaining about FOH privileges and joined forces with the FOH. To this day I enjoy the FOH benefits of earning more money in less time on the clock, but I’m always aware of the hardships that BOH staff endures regularly. I do what I can to limit their workload by personally retrieving and preparing food items that don’t require their attention. I’m consistently compliment exceptional dishes they prepare and never fail to inform them when a guest raves about how fantastic their meal was. I know that the BOH staff may choose to act unaffected by my praise, but I know that despite their feigned disinterest they are incredibly pleased to hear that their hard work is noted and appreciated.

As a FOH server, I know that BOH staff members are part of my team. We cannot continue to exist without each other, therefore, I always make a conscious effort to address BOH staff by

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name, say hello, and not just ask how they are doing to respond, but ask how they are doing to listen. On days that I’m aware of certain cooks working a 12+ hour shift I’ll stop by the grocery store to pick up snacks and energy drinks for them to let them know that I appreciate and understand their hard work.

Essentially, my experience as a cook affected an enormous level of appreciation for BOH staff. Although I’m a FOH staff member, I consider BOH staff to be my teammates and part of my work family, and I take advantage of every opportunity I’m given to let BOH staff know that.

b. Personal Faith

My personal faith in God plays a significant role in how I conduct myself in the workplace, how I address obstacles in my career path, and I continue to grow as hospitality management professional.

My faith leads me to believe that everything happens for a reason. When I encounter hardships that obstruct my career path or point it in a different direction, I remind myself that although I’m not where I wanted to be, I’m where I need to be. Sometimes what’s best for me is the opposite of what I deemed best for myself. God knows what I truly need when I don’t know it yet. This faith in God’s plan for me causes me to make the best out of every unfavorable situation and treat it as an opportunity to grow and improve, rather than as an anxiety-ridden crisis. Due to my faith, I consider struggles and detours in life to be the building blocks of who I’ve already become and who I will eventually come to be. Obstacles in my path are blessings that I’m grateful for, despite being briefly discouraged by their occurrence.

Furthermore, my faith reminds me that we are all equal beings and should be treated as such. In no way under any circumstances is it acceptable for me to blight another human being. I have a responsibility to help others grow and succeed in any way that I can. I emphasize with others in an effort to understand their situations and provide a means of fulfilling their basic need for nurturing human interaction.

c. Interpersonal Communications

I currently possess exceptional interpersonal communication skills and I continue to fine tune these skills in every interaction I engage in. As a Hospitality Management major and a restaurant service professional, interpersonal communication skills are not just important, but absolutely necessary to be successful.

My interpersonal communication skills are necessary to foster rewarding and sustainable relationships with my fellow associates, as well as for providing an exceptional experience for the guests I serve.

Effective communication involves more than just holding a conversation; effective communication involves genuinely understanding the verbal and nonverbal information being conveyed to me and crafting the most appropriate response to that information.

I’m adept at listening to others to understand, not merely to respond. I understand that to provide a superior dining experience for guests I must be knowledgeable about the guests. To learn about

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the guests, their likes and dislikes, and their expectations, I must listen more than speak. Guests will rarely fail to inform a service staff member of exactly what they need and desire if the guests are given the opportunity to converse with a service staff member that actively listens to the guest. I regularly question guests about their taste preferences, wants, and desire for new experiences, thus providing me with the information necessary to further direct our conversation towards specifics depths or to make sensory stimulating menu suggestions that meet the guests’ preferences and expectations. Guests depart having had a unique dining experience that I tailored specifically to them, which not only pleases their appetites and taste palates, but also fulfill their basic need for intimate, personalized interaction.

Furthermore, I’m acutely aware of what guests communicate in their nonverbal cues such as body language, facial expressions, vocal tone and volume, and what is not said. My consideration of these components of nonverbal communication allows me to take measures to accommodate guests’ needs that they do not feel comfortable vocalizing. For example, I recently served a young male guest and a female accompanying him on their first date. The male’s body language and lapses in verbal communication alerted me that he was desperate to make a good impression on his date by ordering an exceptional bottle of wine, yet he had no legitimate knowledge about wine. After a quick scan of the wine list, the male guest asked for a $142 bottle of a heavily bodied cabernet. After a quick scan of his date’s responding facial expression to the expensive wine request I gathered that she was one of many new wine drinkers that preferred to stick to lighter bodied white wines that are refreshingly effortless to drink. I used all of this information from their nonverbal communications to seamlessly guide their attention towards a less intense, less costly, refreshing sauvignon blanc that they could easily enjoy over a first date conversation. Before leaving, the male guest pulled me aside to thank me for my wine suggestion and for saving him the $100 dollars he would have spent on a bottle of wine he and his date were unlikely to enjoy. Failure to acknowledge the couple’s nonverbal communication would have prevented me from providing them a memorable dining experience on their first date.

VI. Professional Growth

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a. Certifications

i. ServSafe Food Safety & Sanitation – Manager

ii. TIPs

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