Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Cynthia Uffre

The Bronx

Summary

Dynamic Guest Service Manager with a proven track record at L’Artusi, excelling in complaint handling and staff training. Enhanced guest experiences through effective reservation management and strong leadership, resulting in increased repeat business. Committed to fostering team development and delivering exceptional customer service in high-pressure environments.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Guest Service Manager

L’Artusi
03.2017 - Current
  • Assisted in managing guest inquiries, ensuring timely and effective resolution.
  • Supported team in maintaining high standards of customer service during peak hours.
  • Learned to utilize reservation systems for efficient booking and guest management.
  • Observed best practices in handling guest complaints to enhance satisfaction levels.
  • Participated in training sessions on customer service excellence and operational procedures.
  • Implemented feedback mechanisms to gather insights on guest experiences for service improvement.
  • Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
  • Attended to customer needs, responding to questions, complaints and escalations.
  • Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
  • Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
  • Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
  • Established strong rapport with VIP guests by providing personalized attention and anticipating their needs throughout their stay.
  • Evaluated employee performance regularly, offering constructive feedback and coaching as needed to improve individual skill sets and overall team effectiveness.

Reservationist

Major Food Group
06.2014 - 03.2017
  • Managed reservation systems to optimize booking efficiency and enhance customer satisfaction.
  • Coordinated special requests and accommodations, ensuring seamless guest experiences.
  • Trained new staff on reservation protocols and software usage to improve service delivery.
  • Developed procedures for handling cancellations and modifications, streamlining operational workflows.
  • Implemented feedback mechanisms to continually improve service quality and guest engagement strategies.
  • Collaborated with cross-functional teams to resolve guest issues promptly, fostering positive relationships.
  • Led initiatives to enhance data accuracy in reservation systems, reducing errors in booking.
  • Utilized reservation software proficiently, ensuring quick response times during high call volumes.
  • Enhanced customer satisfaction by efficiently managing reservations and promptly addressing inquiries.
  • Handled challenging situations or dissatisfied customers professionally, resolving issues and retaining business when possible.
  • Proactively communicated potential availability issues or overbooking concerns with management to find solutions before impacting guest experience.
  • Demonstrated excellent multitasking skills while juggling multiple phone lines, emails, and walk-in guests simultaneously during peak periods.
  • Developed strong relationships with clients, leading to repeat bookings and referrals.
  • Ensured data accuracy within the reservation system.

Maitre D'

Felidia Restaurant
10.2010 - 06.2014
  • Oversaw dining room operations, ensuring optimal guest experience and service quality.
  • Trained and mentored staff on customer service standards and operational procedures.
  • Implemented reservation system improvements to enhance seating efficiency and reduce wait times
  • Developed and maintained positive relationships with guests, addressing inquiries and feedback promptly.
  • Greeted guests, escorted to dining tables and provided menu and information about restaurant to encourage seamless flow of service.
  • Trained, coached and evaluated subordinates to raise performance to company standard.
  • Created environment for guests to stimulate senses through personal services and amenities and followed up throughout meal to reinforce positive experience.
  • Spoke clearly and persuasively in positive or negative situations and responded well to questions.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
  • Answered customer questions about hours, seating, and menu information.
  • Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
  • Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.

Education

Associate of Science - Sociology

Bronx Community College
Bronx, NY
06.2010

Skills

  • Guest accommodations
  • Staff training and development
  • Staff training
  • Reservation management
  • Exceptional communication
  • Complaint handling
  • Schedule coordination
  • Team management
  • Guest relations
  • Strong leadership
  • Interviewing and hiring
  • Training and mentoring
  • Front desk management
  • Guest experiences
  • Reservations management
  • Customer service
  • Food service operations
  • Property maintenance
  • Conflict resolution
  • Self motivation
  • Task prioritization

Certification

Food Handlers Card

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Guest Service Manager

L’Artusi
03.2017 - Current

Reservationist

Major Food Group
06.2014 - 03.2017

Maitre D'

Felidia Restaurant
10.2010 - 06.2014

Associate of Science - Sociology

Bronx Community College

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Cynthia Uffre