GRETHEL CORTES
Miami Beach,FL
Summary
Dynamic hospitality professional with extensive experience at excelling in guest relations and reservation management. Proven ability to enhance dining experiences through exceptional communication and effective multitasking. Recognized for optimizing table turnover and fostering a welcoming atmosphere, driving repeat business and customer loyalty. Hospitality professional, prepared to enhance guest experiences and streamline front-of-house operations. Proven ability to lead team in delivering high-quality service and creating welcoming environment. Reliable and adaptable, skilled in conflict resolution and team coordination.
Overview
12
12
years of professional experience
Work History
Restaurant Hostess
Shuckers Waterfront Bar & Grill
05.2023 - 10.2024
- Greet all guests with warmth, professionalism, and a smile.
- Handle and confirm daily reservations via the phone and system.
- Answer all incoming calls within three rings and manage requests.
- Keep the hostess desk and entry areas clean and organized.
- Distribute and manage clean menus and marketing materials.
- Coordinate with floor and restaurant managers regarding seating rotation and guest flow.
- Provide accurate information regarding food and beverage offerings and current events.
- Follow up on all concierge and hotel reservations.
- Assist with property opening and closing duties, including deep cleaning rotations.
- Prepare and post floor plans for the day, maintaining updates throughout the shift
- Handle guest complaints professionally and ensure recovery before guests leave.
- Promote and collect guest feedback verbally and through comment cards.
- Support promotional setup and seasonal decor installations.
- Collaborate with marketing to promote events and upsell offers.
- Follow up on lost and found procedures and ensure appropriate delivery updates.
- Trained new host staff on protocols and customer interaction standards.
- Assisted in organizing special events, coordinating with management and vendors.
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Assisted in maintaining a clean and inviting restaurant environment by clearing tables and setting up for the next guests.
- Resolved guest complaints professionally, taking appropriate action to address issues and improve future experiences.
- Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
- Promoted repeat business through engaging conversations with guests, remembering preferences, and personalizing their experiences.
- Streamlined table turnover process by quickly identifying available seating options for incoming diners.
- Increased efficiency by organizing menus and updating daily specials boards before each shift.
- Provided patrons with estimated waiting times during peak service hours.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Promoted business loyalty by fostering positive customer relationships.
Lead Busser
Carpaccio Restaurant
10.2015 - 03.2020
- Supervised bussing operations to ensure cleanliness and efficiency during peak service hours.
- Trained and mentored new bussers on proper cleaning techniques and service standards.
- Collaborated with kitchen staff to maintain optimal table turnover rates and guest satisfaction.
- Implemented improved workflow processes that enhanced team productivity during busy shifts.
- Monitored dining areas for cleanliness, promptly addressing issues to uphold restaurant standards.
- Assisted in inventory management, ensuring adequate supplies of cleaning materials and utensils.
- Provided feedback to management on service issues, contributing to continuous improvement efforts.
- Developed training materials for new hires, streamlining onboarding processes for bussing staff.
- Trained new bussers on restaurant procedures, standards, and safety protocols, fostering a strong team dynamic.
- Enhanced customer satisfaction by efficiently clearing and resetting tables for a smooth dining experience.
- Maintained clean and organized work areas, contributing to a safe and inviting dining environment.
- Assisted team members during busy periods, ensuring seamless operations and excellent guest experiences.
- Adhered to strict sanitation guidelines when handling dishes and utensils, maintaining a hygienic dining environment.
- Provided support during high-volume events like banquets and weddings, contributing to successful execution and memorable experiences for all attendees.
- Assisted management in opening/closing duties such as sweeping floors and preparing sections which helped streamline processes.
- Worked well in diverse team settings by partnering with others to complete tasks.
- Refilled drinks and provided extra napkins and silverware to go extra mile in serving customers.
- Assisted management in inventory tracking and supply ordering for front-of-house operations.
- Monitored dining area cleanliness, addressing issues promptly to enhance guest experience.
- Collaborated with servers to ensure timely delivery of food and beverages, resulting in improved service quality.
- Streamlined communication between kitchen staff and servers, minimizing errors and enhancing overall service efficiency.
Waitress Beach & Pool Attendant
Tiki Bar Pool Club And Bar
06.2012 - 11.2015
- Delivered exceptional customer service, ensuring guest satisfaction and repeat business.
- Collaborated with kitchen staff to streamline order delivery and enhance dining experience.
- Managed multiple tables efficiently, prioritizing tasks in fast-paced environment.
- Trained new team members on menu knowledge and service standards.
- Assisted in inventory management, tracking supplies to ensure adequate stock levels for service operations.
- Maintained cleanliness and organization of dining area, adhering to health and safety standards.
- Implemented upselling techniques, increasing average check size through product recommendations.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Resolved customer complaints promptly, fostering positive relationships and loyalty.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Proved successful working within tight deadlines and a fast-paced environment.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business..
- Monitored access to entry and exit points to avoid congregating.
- Oversaw sign-in logbooks to facilitate potential contact tracing.
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Education
High School Diploma -
Miami Beach Senior High School
Miami Beach, FL06-2010
Skills
- Guest service
- Reservation coordination
- Exceptional communication
- Guest relations
- Food station setup
- Dining area maintenance
- Table bussing
- Restaurant software proficiency
- Greeting and seating
- Reservation management
- Service prioritization
- Menu presentation
- Table assignment
- Salesmanship
- Group reservations management
- Kitchen staff coordination
- Menu board art
- Food inspection
- High volume dining
- Bill computation
- Buffet setup and takedown
- Menu memorization
- Price memorization
- Effective customer upselling
- Dining customer service
- Greeting guests
- Guest seating
- Guest engagement
- Restaurant operations
- Customer service expertise
- Phone etiquette
- Strong leadership
- Reservation setting
- Dining crew workflow optimization
- Personal presentation
- Reservation handling
- Relationship building
- Handling complaints
- Assertiveness
- Cleanliness and hygiene
- Active learning
- Conflict resolution
- Cash handling
- Customer service
- Strong multitasking
- Scheduling
- Complex Problem-solving
- Front-of-house display creation
- Dining room management
- Safe food handling
- Guest relations management
- Quality control analysis
- Item promotion
- Problem-solving
- Hospitality management
- Task prioritization
Languages
Spanish
English
Timeline
Restaurant Hostess
Shuckers Waterfront Bar & Grill
05.2023 - 10.2024
Lead Busser
Carpaccio Restaurant
10.2015 - 03.2020
Waitress Beach & Pool Attendant
Tiki Bar Pool Club And Bar
06.2012 - 11.2015
High School Diploma -
Miami Beach Senior High School