Summary
Overview
Work History
Skills
Websites
Certification
Accomplishments
Timeline
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Lloyd Ferrão

Lloyd Ferrão

Hamilton,Bermuda

Summary

Dynamic hospitality professional with over 20 years of experience in restaurant management, recognized for a detail-oriented approach and unwavering dedication to excellence. Proven track record as a strong organizer and leader, contributing to the enhancement of marketing programs and the refinement of operational policies and procedures. Excellent communicator consistently projecting a professional image, adept at fostering positive relationships with staff and customers.


Recognized multiple times for outstanding performance and leadership, including Leader of the Year, Leader of the Quarter, Team of the Quarter, and Team of the Year. Played a key role in curating a wine list that earned recognition from Wine Spectator, demonstrating a strong commitment to quality, guest experience, and industry excellence.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Assistant Maitre D'

Hamilton Princess & Beach Club - A Fairmont Managed Hotel
05.2022 - Current
  • · Successfully opened 150 seat premium dining experience, setting the tone in the market for luxury service coming ahead of forecast and budget for the first three years.
  • · Developed the team’s culture through producing: Training plain, Sequence of Service, and selective hiring processes. This lead to LQA scores of 98.5 and 8 Star Employees, EES of 9.7, Team of the Year 2023
  • · Piloted the divisional training program for the team including: Reservations, Allergies and Hygiene, Hostess Etiquette, Upselling, etc. which have led to increases in scores for multiple service metrics as well as reduce negative impacts.
  • · Assisted Ex-Com in the hotel strategy which led to receiving Trip Advisors coveted Travellers’ Choice Best of The Best award. As well as #1 Restaurant on Trip Advisor, Bermuda’s Best Restaurant, and Best Bartender
  • · As a Sommelier curated a wine list 1 Goblet Award of Excellence for Wine Spectator 2025

Outlet Captain

Hamilton Princess & Beach Club
01.2022 - Current
  • Ensuring the highest standards of food & beverage service are maintained
  • Keeping control of food and labor costs
  • Having an in-depth knowledge of all menus
  • Responsible for training and developing restaurant staff
  • Dealing with and resolving customer complaints
  • Maximizing all business opportunity to increase sales
  • Dealing with and resolving customer complaint
  • Communicate with the kitchen staff to ensure efficient food service
  • Overseeing clients booking and reservations
  • Organizing the daily and weekly rotas for the restaurant’s staff

Food & Beverage Captain

Fairmont Hotels and Resorts Bermuda
01.2015 - 01.2019
  • Worked at Four diamond AAA Wine spectator
  • · Operated 120 seat, Fine dinning service with 24 team members and annual revenue of $9M USD per annum.
  • Developed and implemented training and incentive programs which assisted in increasing Average Check (+16%) guest satisfaction and Colleague Engagement (94%); as well as obtaining #1 on Trip Advisor
  • · Reviewed the sequence of service in all areas and meal periods, optimizing efficiency and increasing average Check
  • Responsible for training and developing restaurant staff
  • Dealing with and resolving customer complaints
  • Maximizing all business opportunity to increase sales
  • Dealing with and resolving customer complaint


Food & Beverage Captain

ibis Birmingham Airport
01.2014 - 01.2015
  • Supervise staff to ensure galley and beverage orders are properly recorded and retrieved from various locations.
  • Ensure dishes are garnished and decorated according to the company’s Standards.
  • Record meal counts according to established processes.
  • Managing daily operation
  • Developing training manuals involving service procedures and soft skills.
  • Planning and forecasting team requirements based on the customer expectations.

Lead Waiter

Royal Caribbean Cruises Ltd.
01.2000 - 01.2014
  • Front line customer service in Food & Beverage service.
  • Maintain and follow upon USPH standards at all given time.
  • Ensure compliance with ISO 1401 standards and other companies’ standards at all given time.
  • Frontline customer service to ensure total guest satisfaction.
  • Working in Specialty Italian and chops grille restaurant providing high customer service
  • Worked as My time host

Skills

  • Sommelier
  • Management
  • Coaching
  • Event Management
  • Guest relations expertise
  • Wine pairing
  • Menu design
  • Marketing and promotions

Websites

Certification

  • Serve Safe – Alcohol & food, Allergy Management
  • Connecting with Customer
  • Developing leaders
  • DuPont Safety Training
  • Business Ethics
  • WSET LEVEL 2 CERTIFIED

Accomplishments

  • TRIPADVISOR AWARD Hamilton Princess- 2018
  • EMPLOYEE OF THE YEAR Royal Caribbean Cruises -2013

Timeline

Assistant Maitre D'

Hamilton Princess & Beach Club - A Fairmont Managed Hotel
05.2022 - Current

Outlet Captain

Hamilton Princess & Beach Club
01.2022 - Current

Food & Beverage Captain

Fairmont Hotels and Resorts Bermuda
01.2015 - 01.2019

Food & Beverage Captain

ibis Birmingham Airport
01.2014 - 01.2015

Lead Waiter

Royal Caribbean Cruises Ltd.
01.2000 - 01.2014

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Lloyd Ferrão