Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Ivan Vera Santana

Miami

Summary

Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction. History of driving company growth through [Action] and [Action].

Overview

20
20
years of professional experience

Work History

Hotel Headwaiter, Bartender

Palacio de Valle
Cienfuegos
01.2015 - 12.2019
  • Supervised dining room operations and ensured excellent customer service.
  • Trained and mentored new waitstaff on menu knowledge and service standards.
  • Coordinated with kitchen staff to manage order flow and food presentation.
  • Assisted in inventory management and ordering of restaurant supplies.
  • Managed table assignments and seating arrangements for optimal guest experience.
  • Handled customer inquiries and resolved service-related issues promptly.
  • Maintained cleanliness and organization of dining areas throughout shifts.
  • Communicated daily specials and promotions effectively to guests.
  • Trained new waiters on food service procedures and customer service standards.
  • Enforced health and safety regulations in the restaurant dining area.
  • Provided assistance in resolving customer complaints in a professional manner.
  • Greeted customers and escorted them to their tables.
  • Worked closely with kitchen staff to ensure prompt delivery of food items when requested by guests.
  • Provided exceptional service to high volume of daily customers.
  • Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
  • Greeted customers, answered questions, and recommended specials to increase profits.
  • Ensured that the dining area was properly set up with clean linens, silverware, and glassware.
  • Communicated with hosts, bussers, and kitchen staff to prepare for and serve customers.
  • Assigned serving staff to specific stations throughout the restaurant.
  • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
  • Verified that all items ordered were delivered correctly to each table.
  • Calculated charges, issued table checks, and collected payments from customers.
  • Managed daily operations of the host stand including reservations, seating arrangements, and greeting guests upon arrival.
  • Adhered to cash handling policies when accepting payments from customers.
  • Monitored wait staff performance and provided feedback when necessary.
  • Consistently monitored dining room ambiance including music levels, lighting, decorations.
  • Served high volume of tables at once and simultaneously supervised serving staff.
  • Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
  • Completed opening and closing checklists to ensure smooth restaurant operations.
  • Assisted servers with taking orders from customers as needed during peak hours.
  • Prepared seating charts for large parties.
  • Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
  • Verified that all dishes served met quality standards established by the restaurant's management team.
  • Took initiative to anticipate guest needs before they arose, ensuring excellent customer service at all times.
  • Inspected dishes before they were served for presentation and temperature accuracy.
  • Implemented new POS system and trained staff members on use.
  • Met with chefs to collaborate on menu changes, staffing needs and ways to improve restaurant.
  • Presented menus to patrons, answered questions about menu items and made recommendations.
  • Designed schedules for front of house employees, adapting plans based on seasons, days and employee availability.
  • Communicated any special dietary requirements or allergies reported by customers to kitchen personnel promptly.
  • Checked identification to verify minimum age requirements for consumption of alcoholic beverages.
  • Prepared salads, appetizers, and garnishes to assist kitchen staff.
  • Checked menus to ensure accuracy of prices, ingredients, and preparation methods prior to service periods.
  • Supervised busboys to ensure proper cleaning of tables between guests.
  • Performed regular inventory checks on supplies such as napkins, utensils, and condiments, ordering additional supplies as needed.
  • Maintained an accurate record of all orders taken by waitstaff.
  • Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
  • Increased product sales by designing new menus and training employees on salesmanship.
  • Built relationships with regular customers through personalized service.
  • Trained new employees to perform duties.
  • Informed customers of daily specials and signature menu items.
  • Set up tables in between patrons to reduce wait times.
  • Took reservations and to-go orders to streamline process for both customer and restaurant.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
  • Served food and beverages to patrons and confirmed complete orders.
  • Filled condiments and napkin containers during slack periods.
  • Explained menu options to guests, offered suggestions and took orders for food and beverages.
  • Responded to ad hoc cleaning duties at end of shift.
  • Dealt with customer issues for servers, consistently upholding professionalism and calmness to maintain customer satisfaction.
  • Brought wine selections to tables with appropriate glasses and poured for customers.

Maitre, Hotel Manager

Hotel La Union
Cienfuegos
01.2000 - 12.2014
  • Managed daily hotel operations and ensured high guest satisfaction.
  • Oversaw staff recruitment, training, and performance evaluations.
  • Developed budgets and monitored financial performance of hotel departments.
  • Implemented marketing strategies to enhance hotel visibility and bookings.
  • Coordinated with vendors for supplies, equipment, and maintenance services.
  • Resolved guest complaints swiftly and professionally to maintain service quality.
  • Fostered positive relationships with guests, staff, and community partners.
  • Led safety and compliance inspections to meet regulatory standards.
  • Created a positive work environment for staff by providing guidance, support, recognition and motivation.
  • Maintained high standards of quality control, hygiene, health and safety.
  • Conducted regular inspections of the property's interior and exterior areas to identify any maintenance issues requiring immediate attention.
  • Developed beverage menus that aligned with seasonal trends and customer preferences.
  • Oversaw inventory management to ensure optimal stock levels and minimize waste.
  • Trained staff on beverage preparation techniques and customer service best practices.
  • Implemented cost control measures to maintain budget compliance for beverage sales.
  • Collaborated with suppliers to source high-quality ingredients for beverages.
  • Coordinated special events featuring signature drinks to enhance guest experience.
  • Ensured compliance with health and safety regulations in beverage service areas.
  • Managed staff schedules to optimize service during peak hours and events.
  • Supervised bar staff including scheduling shifts, assigning tasks, providing guidance and monitoring performance.
  • Managed reservations and seating arrangements for efficient dining experiences.
  • Supervised front-of-house staff to ensure exceptional customer service standards.
  • Coordinated with kitchen staff to synchronize food service and guest needs.
  • Trained new team members on service protocols and guest interaction techniques.
  • Maintained cleanliness and organization of dining areas for a welcoming atmosphere.
  • Handled guest inquiries and resolved complaints to enhance satisfaction levels.
  • Developed daily specials in collaboration with chefs to highlight seasonal ingredients.
  • Developed relationships with customers to ensure repeat business.
  • Implemented operational procedures to streamline service efficiency and workflow.
  • Kept track of inventory levels for beverage and food items to ensure adequate stock is available at all times.
  • Created daily specials based on seasonal ingredients and customer feedback.
  • Monitored the dining room for any potential safety hazards or issues.
  • Maintained a detailed reservation system for incoming guests, ensuring that tables were available for all reservations.
  • Resolved conflicts between customers or staff members in an efficient manner.
  • Coordinated with kitchen staff to ensure meals were served in a timely fashion without compromising quality standards.
  • Trained new hires on proper restaurant etiquette and protocol.
  • Ensured that the dining room was kept clean and orderly at all times.
  • Greeted guests upon arrival, seating them according to preference and availability.
  • Conducted weekly meetings with wait staff to discuss performance goals and review procedures.
  • Provided excellent customer service, responding to guest inquiries and complaints in a timely manner.
  • Checked menus regularly to make sure they are up-to-date with current offerings.
  • Completed day-to-day duties accurately and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

FMB Manager

Hotel Fontan
Mexico
06.2003 - 12.2003
  • Led cross-functional teams to enhance operational efficiency and collaboration.
  • Developed strategic initiatives to streamline processes and reduce costs.
  • Coordinated training programs for staff to improve skills and knowledge.
  • Managed project timelines and resources to ensure timely completion of objectives.
  • Implemented performance metrics to assess team productivity and effectiveness.
  • Oversaw budget planning and resource allocation for various projects.
  • Facilitated regular meetings to align team goals with company vision.
  • Resolved conflicts within teams to maintain a positive work environment.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Monitored staff performance and addressed issues.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Provided leadership during times of organizational change or crisis situations.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Recruited and hired qualified candidates to fill open positions.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Conducted performance reviews for team members.
  • Coordinated cross-departmental projects to ensure timely and successful completion.
  • Oversaw marketing initiatives, increasing brand awareness and sales.
  • Enhanced customer satisfaction through the development of a customer service excellence program.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Managed annual budgeting and forecasting, optimizing resource allocation.

Education

M.D. - French Language And Literature

Ministerio De Turismo Formatur
Cienfuegos, Cuba
06-2006

M.D. - Hospitality And Tourism Management

Escuela Hoteleria Y Turismo
Cienfuegos, Cuba
07-1999

M.D. - English Language

Instituto Superior Tecnico De Cienfuegos
Cienfuegos, Cuba
07-1992

Skills

  • Dining area maintenance
  • Menu presentation
  • Wait staff training
  • Strong leadership
  • Food assembly
  • Menu design
  • Guest relations
  • Bar terminology

Languages

English
Professional
Spanish
Native/ Bilingual
French
Professional

Timeline

Hotel Headwaiter, Bartender

Palacio de Valle
01.2015 - 12.2019

FMB Manager

Hotel Fontan
06.2003 - 12.2003

Maitre, Hotel Manager

Hotel La Union
01.2000 - 12.2014

M.D. - French Language And Literature

Ministerio De Turismo Formatur

M.D. - Hospitality And Tourism Management

Escuela Hoteleria Y Turismo

M.D. - English Language

Instituto Superior Tecnico De Cienfuegos

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Ivan Vera Santana