Ava Ruo-Fei Ferris

• Supported daily operations of the Palace Wellness & Spa, including reception, pool, treatment
areas, and fitness

• Developed and updated staff training SOPs to maintain facility presentation and service standards
in line with Forbes 5-Star and LQA guidelines

• Managed inventory and restocked guest amenities for a consistent luxury experience

• Provided personalized guest assistance, including facility tours and promoting spa services

The Waldorf Astoria in Park City provided me with extensive experience in luxury food and beverage management. As the Food and Beverage Manager, I oversaw operations across multiple outlets, including the three-meal restaurant Powder, in-room dining, and the seasonal pool bar. I managed daily service, led staff training, and played an integral role in event planning and execution. Additionally, I supported inventory management, cost control, and the creation of standard operating procedures. My role also involved providing personalized service to guests and ensuring seamless operations to deliver exceptional guest experiences. This position allowed me to refine my leadership skills and further my expertise in managing high-end, high-volume food and beverage operations.

• Served as Manager-on-Duty for the three-meal restaurant Powder, in-room dining, and seasonal pool bar, leading daily pre-shift meetings to review Forbes standards and training topics, supporting service, performing sommelier duties, managing reservations, and overseeing end-of-night reporting.

• Participated in daily and weekly meetings, including operations, bi-weekly BEO and resume meetings, and labor meetings, taking minutes and assisting F&B leadership in planning.

• Ensured completion of position-specific checklists, scanning and documenting signed checklists into the daily pass-on.

• Managed menu updates, printing, and editing across all outlets.

• Assisted in developing and implementing standard operating procedures and training plans for all roles.

• Delivered personalized, anticipatory service to guests, exceeding expectations and escalating concerns through proper channels.

• Collaborating with the kitchen staff to ensure efficient food preparation and timely delivery of
orders

• Assisted in creating and executing F&B activations and initiatives.

• Supported weekly and month-end F&B inventory, ordering, and cost control measures to optimize profitability

The Umstead Hotel and Spa is a Forbes 5-star hotel located in Raleigh, North Carolina, known for its luxury hospitality and exceptional guest experiences. During my time as a pool server, I gained valuable knowledge in all aspects of high-end service, from greeting VIP and poolside guests to ensuring seamless food and beverage service. I collaborated closely with bartenders, service staff, and management to maintain smooth operations and uphold the hotel’s 5-star standards. Additionally, I assisted with the setup and breakdown of the pool deck and cabanas, contributing to the overall guest experience. This role allowed me to refine my service skills in a fast-paced, luxury environment.

• Provided Forbes 5-Star service with personalized guest interactions
• Greeted and served VIP, cabana, and pool-side guests
• Delivered checks and processed payments
• Attended to the set-up and break-down of the pool deck and cabanas

Barndiva is a Michelin Starred restaurant located in Healdsburg, California, the heart of Sonoma wine country. Here, I furthered my knowledge on all the operational jobs in the restaurant from creating standard operating procedures, hosting, food running, drink running, and bussing. Additionally, I worked on the Events side of the restaurant. Barndiva hosts an abundant amount of large events and parties, such as large corporate events, wine release parties, and weddings. During an event, I helped set-up, break-down, and close the event. Additionally, I took orders, served, cleared and served butlered-styled Hours D’oeuvres. Throughout this internship period, I gained significant experience and a meaningful insight of how to plan and execute high-end events as well as executing high-quality service.

Reservations- Booked reservations using OpenTable, answered questions, delivered smooth and efficient service, orchestrated large party reservations, and coordinated with hostess, kitchen and events department

Service/Hostess- Greeted customers, maintained highest standard of service, engaged with customers, responded to questions and complaints

Food Runner- Set tables, explained and served food orders to customers, coordinated with front and back of house during service, and ensured an excellent service experience

Events- Assisted Head of Events in Event planning, service, set up and breakdown of event space

Operations- Developed staff training Standard Operating Procedures to maintain facility

Host- Greeted customers, stocked shelves, and operated register
Kitchen- Cooked and prepared meals made in the market

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Owner of a small home business. Sold, baked, and delivered a variety of flavors of cupcakes