FATIMA SERRANO-AITTALEB
Willingboro,NJ
Summary
Accomplished in guest relations management and reservation coordination, I leveraged exceptional communication skills at Novotel Al Dan Resort to enhance service efficiency and guest satisfaction. My expertise in restaurant software and commitment to service prioritization drove significant improvements in guest experience, establishing a track record of success in fast-paced hospitality environments.
Overview
4
4
years of professional experience
Work History
Head Hostess
Novotel Al Dan Resort
07.2021 - 08.2022
- Trained and mentored new staff members to ensure consistent service quality and adherence to restaurant policies.
- Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
- Streamlined the seating process for increased efficiency and reduced wait times for guests.
- Coordinated large parties and events, ensuring seamless service from arrival through departure.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Documented reservations, alerted servers, and managers of large groups and prepared seating.
- Handled guest complaints with tact and diplomacy, working to find satisfactory resolutions promptly.
- Developed strong relationships with returning guests, encouraging loyalty and driving repeat business.
HOSTESS/WAITRESS
My Cafe
01.2021 - 06.2021
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
Guest Relations Executive
Jumeirah Beach Hotel
09.2020 - 01.2021
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
- Managed and improved customer service functions for reception and lounge areas.
- Successfully resolved booking discrepancies by liaising with reservation agents, ensuring minimal disruption to guest plans.
- Established a welcoming atmosphere at the front desk area through impeccable presentation and demeanor.
- Collaborated with various departments to ensure seamless guest experiences during their stay.
- Conducted thorough room inspections to maintain high-quality standards for accommodations.
WAITRESS
RAMEE INTERNATIONAL HOTEL
10.2018 - 02.2020
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Collaborated with team members to consistently provide efficient service during peak hours.
Education
CERTIFICATION - EDUCATIONAL LEADERSHIP AND ADMINISTRATION
AMIDEAST
MOROCCO07-2018
CERTIFICATION - MOS 2016
MICROSOFT
MOROCCO04-2018
CERTIFICATION - BUSINESS ADMINISTRATION AND MANAGEMENT
EDGE BUSINESS SCHOOL
MOROCCO02-2018
CERTIFICATION - ORGANIZATIONAL LEADERSHIP AND SOCIAL ENTREPRENEURS
ENACTUS
MOROCCO08-2017
SPECIALIZED DIPLOMA - HOTEL MANAGEMENT
ISHR
LAAYOUNE,MOROCCO07-2017
High School Diploma -
SAKIA EL HAMRA
LAAYOUNE, MOROCCO07-2015
Skills
- Guest service
- Reservation coordination
- Bar terminology
- Exceptional communication
- Guest Relations Management
- Safe Food Handling
- Restaurant software proficiency
- Reservation Management
- Reservation planning
- Service prioritization
Accomplishments
- Supervised team of 14 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
Arabic
Native or Bilingual
French
Native or Bilingual
English
Native or Bilingual
Spanish
Elementary
Timeline
Head Hostess
Novotel Al Dan Resort
07.2021 - 08.2022
HOSTESS/WAITRESS
My Cafe
01.2021 - 06.2021
Guest Relations Executive
Jumeirah Beach Hotel
09.2020 - 01.2021
WAITRESS
RAMEE INTERNATIONAL HOTEL
10.2018 - 02.2020
CERTIFICATION - EDUCATIONAL LEADERSHIP AND ADMINISTRATION
AMIDEAST
CERTIFICATION - MOS 2016
MICROSOFT
CERTIFICATION - BUSINESS ADMINISTRATION AND MANAGEMENT
EDGE BUSINESS SCHOOL
CERTIFICATION - ORGANIZATIONAL LEADERSHIP AND SOCIAL ENTREPRENEURS
ENACTUS
SPECIALIZED DIPLOMA - HOTEL MANAGEMENT
ISHR
High School Diploma -
SAKIA EL HAMRA
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