Hi, I’m
Gina Cortez
North Miami,FL
Summary
Customer-focused Maitre D' 10 years of fine dining experience and strong knowledge and interest in food and beverages. Establishes rapport with guests by providing exceptional hospitality to meet highest standards. Assesses and adapts to current practices to complete tasks faster and more efficiently and motivates teams to sustain exceptional levels of performance. Customer-focused and eager to put excellent communication and interpersonal skills into practice. Handles reservations, seating, committed to creating warm and inviting atmosphere. Skilled in manning high-volume dining environment and delivering excellent customer service. Flexible and excels under pressure, Trilingual.
Overview
8
years of professional experience
1
Certification
Work History
Craft New York
Maitre'D,
01.2022 - 01.2024
Job overview
- Served as leader of FOH team by assigning duties, work stations and responsibilities.
- Trained, coached and evaluated subordinates to raise performance to company standard.
- Greeted guests, escorted to dining tables and provided menu and information about restaurant to encourage seamless flow of service.
- Created environment for guests to stimulate senses through personal services and amenities and followed up throughout meal to reinforce positive experience.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Used cash registers and credit card machines to cash out customers.
- Developed unique events and special promotions to drive sales.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
Fasano Hotel
Host/Reservationist
01.2020 - 12.2021
Job overview
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Managed reservations efficiently to accommodate walk-in guests and reduce wait times.
- Implemented table rotation system for optimal server workload distribution, resulting in improved service quality.
- Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Relayed guest comments or suggestions to manager on duty for further action.
- Accommodated special seating requests for guests to enhance satisfaction.
- Completed daily side work and opening and closing duties without fail.
- Answered phone calls to take orders, give information and document reservations.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
- Collaborated with team members to ensure seamless guest experiences from booking through checkout.
- Contributed to the achievement of financial targets through upselling of hotel services and amenities during the reservation process.
- Demonstrated excellent multitasking skills while juggling multiple phone lines, emails, and walk-in guests simultaneously during peak periods.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled billing information over phone.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
One By Sea Two If By Land
Lead Hostess
01.2016 - 12.2019
Job overview
- Enhanced guest experience by efficiently managing reservations and seating arrangements.
- Streamlined the check-in process for faster service, resulting in increased customer satisfaction.
- Collaborated with servers and kitchen staff to optimize table turnover rates and overall restaurant efficiency.
- Developed strong rapport with guests, leading to a high rate of return visits and positive reviews.
- Maintained an organized and inviting waiting area for guests'' comfort during peak hours.
- Spearheaded initiatives to improve team communication, fostering a positive work environment among staff members.
- Implemented strategies for effective conflict resolution, ensuring timely resolution of guest complaints and concerns.
- Assisted management with hiring, training, and evaluating new host/hostess staff members to maintain a high-performing team.
- Managed special events coordination, ensuring seamless execution from initial inquiry through event completion.
- Increased reservation accuracy by implementing a digital reservation system that streamlined the booking process.
- Promoted a culture of teamwork by consistently supporting fellow employees during busy periods or when shortstaffed.
- Ensured smooth transitions between shifts by thoroughly communicating pertinent information with incoming team members during shift changeovers.
- Managed guest waitlists effectively, minimizing wait times while still accommodating walk-in customers whenever possible.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Relayed guest comments or suggestions to manager on duty for further action.
- Assisted managers with quickly resolving service- and food-related issues.
- Answered phone calls to take orders, give information and document reservations.
- Seated patrons based on guest preferences and seating availability.
- Provided patrons with estimated waiting times during peak service hours.
Education
Florida International UniversityMiami, FL
Bachelor of Arts from Hospitality Management & Turism
01.2016
Mickael Krop Aventura, FL
High School Diploma
06.2004
Skills
- Guest Relations
- Salesmanship
- Fine-dining expertise
- Team Management
- Cultural Sensitivity
- Exceptional communication
- Reservation Management
- Table allocation
- Event Planning
- Guest Engagement
- Customer Service
- Telephone reception
- Complaint Handling
- Guest complaint resolution
- Seating arrangements
- Performance Improvement
- Guest Seating
- Reservation coordination
- Table setting knowledge
- Food safety understanding
- Safe Food Handling
- Greeting guests
- Professional Appearance
- Phone Etiquette
- Effective Multitasking
- Reservations
- Reliable and Responsible
- Catering Services
- Service Delivery Management
- Delegating Assignments and Tasks
Certification
Real Estate & Flight Attendant Certification
Italian & Spanish
I speak Spanish & Italian Fluently.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Italian
Full Professional
Timeline
Maitre'D,
Craft New York
01.2022 - 01.2024
Host/Reservationist
Fasano Hotel
01.2020 - 12.2021
Lead Hostess
One By Sea Two If By Land
01.2016 - 12.2019
Florida International University
Bachelor of Arts from Hospitality Management & Turism
Mickael Krop
High School Diploma
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