Lesly Picado
Miami,FL
Summary
Highly driven individual with 7+ years of reservations, customer service, VIP clientele, administrative work and event planning experience. Passionate about serving in warm, efficient and courteous manner while exceeding customer expectations and maintaining poise and sense of humor in demanding environments.
Overview
2
2
years of professional experience
Work History
Reservations and Sales Supervisor
Joia Beach Club
Miami, FL
04.2023 - Current
- Orchestrated staff schedules and delegated responsibilities for reservation agents.
- Oversaw reservation inquiry flow, provided resolutions to customer inquiries regarding reservations.
- Fostered cross-departmental synergy, collaborating with sales, marketing, finance, and operations to elevate beach club and lounge rates and minimums.
- Formulated access protocols for venue's major events and partnerships on Sevenrooms and Opentable.
- Crafted comprehensive event blueprints and coordinated logistics for large groups exceeding 11 attendees.
- Directed budget allocation and invoicing throughout the event planning lifecycle.
- Ensured prompt responsiveness to inquiries regarding forthcoming events via email or phone.
- Efficiently juggled administrative, operational, and customer-centric tasks across multiple impending events.
VIP and Membership Reservationist
Riviera Dining Group | MILA
Miami Beach, FL
02.2022 - 03.2023
- Exceeded targets consistently for performance, service quality and raw reservation numbers.
- Monitored reservations to track incoming parties and special events for VIP and Club Members.
- Answered questions about membership tiers, dedicated club locations for members to experience and help guest make favorable reservation options.
- Took credit card payments for VIP guests over phone to secure minimums and sections that they would like to secure for a elevated experience at our venues.
- Communicated with customers regarding concerns, inquiries and complaints regarding our VIP program and Membership.
- Improved office organization by developing filing system and customer database protocols.
- Developed innovative strategies to establish best practices, promoting profitability.
- Displayed strong telephone etiquette, effectively handling difficult calls and emails.
- Assured VIP phone was being answered, responded to and reservations for our high-value guests were taken care of.
Reservationist
Barton G. Restaurant
Miami, FL
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Facilitated customer reservations by providing booking information and processing payments.
- Suggested packages and amenities for customers based on individual needs and preferences.
- Coordinated events/reservations for locations in California and Florida.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Lead Reservationist
Estiatorio Milos
Miami Beach, FL
- Researched and resolved customer issues.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Answered telephones, received/provided information, directed calls, and received messages.
- Scheduled reservations and managed cancellations; provided customer service following through to client satisfaction.
- To have an in-depth knowledge and understanding of the operation of the business including all food and drink menus to ensure that you are able to respond to customer enquiries.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Coordinated with front of house staff to maintain maximum occupancy.
Reservationist
Seaspice Brasserie & Lounge
Miami, FL
- To deal efficiently and politely with all telephone, email, internet and 'in person' inquiries regarding reservations for the venue.
- To ensure that all reservations are recorded correctly and that they are input accurately and promptly onto the system OpenTable.
- To liaise with all departments to ensure the best service is provided to our guest.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Kept accurate knowledge of types of events happening in the restaurant.
Skills
- Upselling Proficiency
- Accommodation Planning
- Issue Resolution
- Customer Relationship Management (CRM)
- Payment Processing
- Project Management Abilities
- Corporate Communication
- OpenTable, Sevenrooms, and TripleSeat proficient
- Strategic Planning
- Detail-Oriented
- Professional Telephone Demeanor
- Customer Engagement
Timeline
Reservations and Sales Supervisor
Joia Beach Club
04.2023 - Current
VIP and Membership Reservationist
Riviera Dining Group | MILA
02.2022 - 03.2023
Reservationist
Barton G. Restaurant
Lead Reservationist
Estiatorio Milos
Reservationist
Seaspice Brasserie & Lounge