Marcos Pelaez
Miami,FL
Summary
Highly adaptable, dynamic, and motivated Customer Experience and Hospitality Specialist with over 5 years of customer service experience and 4+ years in food service and catering. Expertise in customer success, food and hospitality services, and a proven track record in management. Skilled in delivering exceptional service, fostering client relationships, and driving operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Guest Services Liaison (Temporary Assignment)
Express Employment Professionals
11.2024 - 01.2025
- Acted as a liaison between event attendees and staff at the Nutcracker Experience, ensuring exceptional guest service and communication.
- Facilitated smooth interactions and resolved inquiries, providing a seamless experience for all participants.
- Supported event operations, including coordination of logistics and ensuring adherence to safety protocols.
- Collaborated with a team to ensure high levels of customer satisfaction and operational efficiency.
- Assisted in event setup and breakdown, contributing to the overall success and flow of the event.
Guest Greeter and Screener - Customer Service
HCA Kendall Hospital
01.2022 - 06.2022
- Promptly attended to guest operations/matters, screening, processed medical administration service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures
- Fostered a team environment and emphasized the need for all staff to work together effectively and efficiently modeling HCA Service Standards
- Responsible for the screening of patients, guests, and hospital administration within the internal server
- Ensured that individuals who presented with positive screening responses were processed through the appropriate SMEs as identified in the process flow
Store and Warehouse Associate
Azucar Ice Cream Company
09.2018 - 05.2020
- Company Overview: Time Out Market (affiliated with Azucar Ice Cream Company)
- Effectively directed staff and overseeing operations to ensure optimal productivity and high levels of customer satisfaction
- Managed restaurant operations, the sanitation process, and finances
- Maintaining company inventories, ensuring food safety regulations are respected, recruiting and training new employees, and assessing customer satisfaction
- Worked with other departments to maintain safety and sanitation inspections to meet all standards of the company and regulatory agencies of the local government
- Time Out Market (affiliated with Azucar Ice Cream Company)
Restaurant Server
Sushi Sake Corporation
02.2016 - 07.2018
- Company Overview: Fine Dining
- Assist guests in order selection by promoting specific menu items and specials, respond to inquiries regarding meal preparation and service, and coordinate with kitchen staff to ensure timely and accurate order preparation
- Lead Server with responsibility for overseeing opening / closing and coaching and mentoring new servers regarding menu items, company policies and procedures
- Regularly follow-up with guest tables and promptly fulfill additional requests, collected payments and balance transactions with receipts
- Fine Dining
Skills
- Customer Service
- Management
- Fluent in English
- Fluent in Spanish
- Computer Skills
- Administrative Skills
- Organizational Skills
- Analytical Skills
- Logistics
- Leadership
- Communication
- Group Facilitation
- Record Maintenance
- Documentation
Certification
Business Management
Initials
MP
Timeline
Guest Services Liaison (Temporary Assignment)
Express Employment Professionals
11.2024 - 01.2025
Guest Greeter and Screener - Customer Service
HCA Kendall Hospital
01.2022 - 06.2022
Store and Warehouse Associate
Azucar Ice Cream Company
09.2018 - 05.2020
Restaurant Server
Sushi Sake Corporation
02.2016 - 07.2018
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