Hope Andrews
Saint Augustine,FL
Summary
I am a dynamic young woman who seeks to fully use my skills as a team member or individually. I am resourceful, self-confident and an excellent asset who can get the job done and do it well. I am bilingual (English-French), outgoing, a team player, friendly, and always smiling. Most importantly I am a hard worker and a quick learner. I am a helpful Hospitality professional driven to cultivate exceptional service. I Work effectively to address patron concerns and foster loyalty with proven success in managing complex requests with grace and efficiency.
Overview
9
9
years of professional experience
Work History
VIP Concierge
Hyatt Regency Hill Country Resort And Spa
San Antonio, TX
11.2019 - Current
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Arranged for transportation to and from airport, train station and events for visitors.
- Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
Maitre D
ARMANI RISTORANTE
New York, NY
03.2019 - 11.2019
- 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.
- Maintained sanitary and organized work environment by implementing and executing safe food handling, food service and cleaning procedures.
- 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.
- Took reservations by phone, answered customer questions and informed of accurate wait times.
Restaurant Hostess
PER SE
New York, NY
04.2018 - 10.2019
- Answered customer questions about hours, seating and menu information.
- Supported servers, food runners and bussers with keeping dining area ready for every guest.
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
- Collected information from arriving customers to seat groups or place them on waitlist.
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
- Stayed in open communication with kitchen team to assess cooking times, avoid worker overload and minimize customer dissatisfaction.
- Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
Cocktail Waitress
BALTHAZAR
New York, NY
05.2016 - 01.2018
- Served alcoholic and non-alcoholic beverages in bar environment.
- Greeted new customers, discussed specials and took drink orders.
- Built solid rapport with many frequent patrons to cultivate guest loyalty.
- Assisted with bartending duties during high-volume shifts.
- Checked identification for minimum age for sale of alcoholic beverages.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Determined customer preferences to suggest appropriate cocktails and increase sales.
- Maintained high levels of bar safety by closely monitoring guests' conditions and discontinuing service or asking patrons to leave.
Waitress
JEAN-GEORGES
New York, NY
07.2015 - 04.2016
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Used cash registers and credit card machines to cash out customers.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Greeted new customers, discussed specials and took drink orders.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Restaurant Manager
THE GEORGE LAGOS HOTEL
Lagos, Nigeria
07.2013 - 07.2015
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Carefully interviewed, selected, trained and supervised staff.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Led and directed team members on effective methods, operations and procedures.
- Correctly calculated inventory and ordered appropriate supplies.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
Education
Bachelor of Hotel Management - Hotel Management
LUXURY HOTELSCHOOL PARIS
Paris, France08.2013
High School Diploma - General Studies
THE BRIDGE INTERNATIONAL SCHOOL
Douala, Cameroon09.2012
Skills
- SKILLS
- Bilingual (French & English)
- Customer Support
- Concierge Services
- Celebrity Guest Support
- VIP Experiences
- Personnel Management
- Guest Accommodations
- Front Desk Operations
- Safety and Security Procedures
- Personalized Support
- Hospitality Management
- POS Transactions
- Originality and Creativity
Painting, reading, swimming and cycling.
I like reading books to expand my knowledge in various areas. I am currently reading books on wellness and healthy nutrition, When I am not reading I make abstract acrylic painting on canvas and on decorative objects. I also like swimming and cycle to stay in good shape and maintain a healthy weight.
Languages
French
Native or Bilingual
Timeline
VIP Concierge
Hyatt Regency Hill Country Resort And Spa
11.2019 - Current
Maitre D
ARMANI RISTORANTE
03.2019 - 11.2019
Restaurant Hostess
PER SE
04.2018 - 10.2019
Cocktail Waitress
BALTHAZAR
05.2016 - 01.2018
Waitress
JEAN-GEORGES
07.2015 - 04.2016
Restaurant Manager
THE GEORGE LAGOS HOTEL
07.2013 - 07.2015
Bachelor of Hotel Management - Hotel Management
LUXURY HOTELSCHOOL PARIS
High School Diploma - General Studies
THE BRIDGE INTERNATIONAL SCHOOL
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