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
2019.11 - 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
2019.03 - 2019.11
- 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
2018.04 - 2019.10
- 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
2016.05 - 2018.01
- 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
2015.07 - 2016.04
- 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
2013.07 - 2015.07
- 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
2019.11 - Current
Maitre D
ARMANI RISTORANTE
2019.03 - 2019.11
Restaurant Hostess
PER SE
2018.04 - 2019.10
Cocktail Waitress
BALTHAZAR
2016.05 - 2018.01
Waitress
JEAN-GEORGES
2015.07 - 2016.04
Restaurant Manager
THE GEORGE LAGOS HOTEL
2013.07 - 2015.07
Bachelor of Hotel Management - Hotel Management
LUXURY HOTELSCHOOL PARIS
High School Diploma - General Studies
THE BRIDGE INTERNATIONAL SCHOOL
Similar Profiles
Anthony ColbassaniAnthony Colbassani
Assistant Food and Beverage Manager at Hyatt Regency Clearwater Beach Resort & SpaAssistant Food and Beverage Manager at Hyatt Regency Clearwater Beach Resort & Spa
Hannah FahrenholzHannah Fahrenholz
Food Runner at Hyatt Regency Huntington Beach Resort And SpaFood Runner at Hyatt Regency Huntington Beach Resort And Spa
Emma CostinEmma Costin
Front Office Host at Hyatt Regency Clearwater Beach Resort And SpaFront Office Host at Hyatt Regency Clearwater Beach Resort And Spa