Marena Salama
Naples
Summary
Dynamic professional with extensive experience in customer service and front desk operations at L'Olivo Ristorante. Proven ability to enhance guest experiences through effective appointment scheduling and team collaboration. Skilled in cash handling and fluent in English and Arabic, I consistently deliver exceptional service while resolving issues with professionalism and empathy.
Overview
5
5
years of professional experience
Work History
Front Desk Receptionist
temple stone
Naples
01.2024 - 08.2025
- Greeted and assisted visitors with inquiries and directions.
- Managed incoming phone calls, directing them to appropriate staff.
- Scheduled appointments and maintained front desk calendar efficiently.
- Processed mail and packages for timely delivery to staff members.
- Maintained cleanliness and organization of the reception area daily.
- Collaborated with team members to streamline office procedures effectively.
- Handled customer complaints with professionalism and empathy.
- Provided administrative support by filing documents and managing records securely.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Greeted customers warmly and made them feel welcome.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Assisted with scheduling appointments for clients and visitors.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Explained policies and procedures to visitors.
- Completed basic bookkeeping and document filing.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Signed for packages, recorded deliveries, and distributed to personnel.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Responded to inquiries and room requests made online, by phone, and via email.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Input customer data into reservation systems and updated to reflect room changes.
- Tracked office supplies inventory levels, placed orders for replenishment as needed and monitored deliveries upon arrival.
- Verified identity documents for new customers before opening accounts in accordance with company policies.
- Reconciled daily financial transactions against cash receipts at the end of each day's business activity.
- Monitored visitor access control systems including issuing identification badges when necessary.
- Drafted professional business documents, spreadsheets, and correspondence.
- Preserved office security by following safety procedures and controlling access via reception desk.
- Prepared conference rooms prior to meetings by arranging furniture layout, setting up audio-visual equipment and ensuring refreshments are available if required.
- Processed and distributed internal and external communications.
- Answered incoming calls, directed them to appropriate personnel and took messages.
- Created and managed digital and physical filing systems for records, correspondence, and other material.
- Used company badging system to create badges for new employees and visitors.
- Transcribed tapes and notes from meetings into prescribed formats.
- Sorted invoices for accounting department by date stamping and filing by vendor code.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Supported the onboarding process for new hires by preparing workspaces and providing orientation materials.
- Updated and maintained office policies and procedures.
Bartender
L'Olivo ristorante
Naples
01.2023 - 04.2025
- Mixed cocktails and beverages to enhance guest experiences.
- Maintained cleanliness and organization of bar area for efficient service.
- Collaborated with kitchen staff to ensure timely drink orders.
- Provided exceptional customer service to create a welcoming atmosphere.
- Managed inventory and restocked supplies to meet demand.
- Trained new bartenders on drink recipes and service standards.
- Handled cash transactions accurately during busy shifts.
- Engaged with patrons to build relationships and encourage repeat visits.
- Performed opening and closing duties including restocking supplies.
- Greeted customers and provided excellent customer service.
- Developed good working relationships with fellow employees through effective communication.
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Processed payments accurately and efficiently with POS system.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Resolved customer complaints in a professional manner.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Poured wine, beer, and cocktails for patrons.
- Trained new bartenders on drink preparation and upselling techniques.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance, and customer relationships.
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.
- Checked identification cards for proof of age prior to serving alcohol beverages.
- Assisted in setting up the bar for service shift.
- Provided drink suggestions to customers based on their preferences.
- Stocked ice bins and coolers as needed throughout shift.
- Recommended food and drinks to patrons based on preference, pairings, and special promotions.
- Balanced daily registers and generated sales reports for management.
- Studied industry trends to inform planning of bar menu and development of new drink recipes.
- Communicated with security staff to de-escalate customer conflicts and remove customers if necessary.
- Neatly sliced and pitted fruit for garnishing drinks.
- Cleaned up spills and broken glassware and safely disposed of sharp pieces.
- Described drink flavors and taste profiles to customers to help with ordering decisions.
- Arranged bottles and glasses behind bar to make attractive displays.
- Made friendly conversation with customers to provide enjoyable bar experience.
- Remained calm and poised during busy periods, promoting great customer service to guests.
- Managed accurate bar tabs and processed cash and credit card transactions.
- Introduced bar staff to precision pouring and waste reduction tactics to lower liquor costs.
- Effectively multitasked within fast-paced environment.
- Attended regular training sessions to stay updated on new products or trends.
- Planned and coordinated special events to boost customer numbers and profits.
- Participated in weekly team meetings to discuss goals and objectives set by management.
- Kept track of bar tabs and transferred open tabs to dining area for wait staff.
- Collected and organized daily till totals and tips.
- Cleansed glasses with sanitizing solution after each use.
- Stayed up-to-date on latest mixology trends, bar equipment, and sanitation standards.
Server
L'Olivo Ristorante
Naples
01.2021 - 04.2025
- Delivered food and beverages promptly while ensuring guest satisfaction.
- Took accurate food and drink orders from customers at tables.
- Presented menus and provided detailed descriptions of daily specials.
- Greeted and seated guests in a warm and welcoming manner.
- Assisted in maintaining cleanliness of dining areas throughout service.
- Collaborated with kitchen staff to ensure timely meal preparation and service.
- Handled customer inquiries and resolved issues with professionalism and courtesy.
- Processed payments efficiently while ensuring accuracy during each transaction.
- Provided excellent customer service to ensure satisfaction.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Provided exceptional service to high volume of daily customers.
- Took orders from customers accurately and in a timely manner.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Operated POS terminals to input orders, split bills, and calculate totals.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Communicated with hosts, bussers, and kitchen staff to prepare for and serve customers.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Delivered food orders promptly and courteously.
- Cleaned tables and chairs to prepare dining area for next customers.
- Assisted in training new servers.
- Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Followed health safety guidelines when preparing and serving food products.
- Checked food before serving it to customers.
- Greeted guests and provided menus.
- Promoted desserts, appetizers, and specialty drinks to optimize sales.
- Stayed informed about daily specials, new menu items, promotions.
- Trained new employees on restaurant procedures and plating techniques.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Addressed complaints to kitchen staff and served replacement items.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Prepared drinks according to standard recipes.
- Implemented feedback from customers to improve service quality and menu offerings.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Explained menu items, describing ingredients and cooking methods upon request.
- Stocked service areas with supplies during slow periods.
- Informed customers of daily specials and signature menu items.
- Prepared checks, itemizing total meal costs and taxes.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Filled condiments and napkin containers during slack periods.
- Set up tables in between patrons to reduce wait times.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
Hostess Manager
L'Olivo ristorante
Naples
01.2021 - 04.2025
- Coordinated seating arrangements to optimize customer flow and dining experience.
- Managed front-of-house staff, ensuring adherence to service standards.
- Trained new team members on procedures and customer service expectations.
- Oversaw reservation system, maintaining accuracy and timely updates.
- Handled guest inquiries and resolved issues with professionalism and care.
- Scheduled shifts for staff, balancing coverage and operational needs.
- Implemented training programs to enhance team performance and hospitality skills.
- Collaborated with kitchen staff to streamline communication during busy periods.
- Trained new hostesses in customer service and job duties.
- Resolved any complaints or issues with customers quickly and professionally.
- Maintained records of reservations, cancellations, special requests, no-shows.
- Increased restaurant sales through top-quality reception, greeting and seating service.
- Verified completion of cleaning, maintenance, housekeeping and side-work duties.
- Assisted with hiring decisions by interviewing prospective candidates and making recommendations based on their qualifications.
- Maintained a clean and organized work environment for the hostesses at all times.
- Analyzed sales data to determine which areas had the highest demand for tables and adjusted staffing accordingly.
- Managed inventory of supplies such as menus, condiments, linens.
- Monitored seating arrangements to maximize table utilization and minimize wait time.
- Organized promotional activities to increase customer traffic during slow periods.
- Reviewed customer feedback surveys regularly to identify areas where improvements could be made.
- Trained and delivered orientation for new hostesses in alignment with company-established standards.
- Monitored and controlled expenses according to budgetary guidelines.
- Guided patrons to exits or provided instructions in emergency situations.
- Managed supply inventory for team and distributed resources to meet demand.
- Supervised material acquisition, setup and teardown for periodic and special events.
- Sought out opportunities to improve service levels and corrected problems.
- Settled disputes or helped solve other customer concerns.
- Helped recruit, hire and train department employees.
- Assigned work to team members and evaluated performance against standards.
- Established effective communication systems between hosts and hostesses and management.
- Ensured that the restaurant's dress code was followed by all hostesses.
- Provided ongoing coaching and appropriate progressive discipline to hostess team members.
- Coordinated hostess schedules, workflows and daily assignments to leverage team strengths and support business objectives.
- Contributed to recruiting, interviewing and hiring processes to fill open hostess roles.
- Performed administrative tasks such as payroll processing and scheduling shifts.
- Ensured that all guests received prompt, courteous attention from the hostesses.
- Created daily schedules for the hostess staff to ensure appropriate staffing levels during peak times.
- Collaborated with managers from other departments to coordinate large parties or events.
- Managed hostess relations to gather feedback and improve hiring, development, counseling, promotion and discipline processes.
- Adhered to safety regulations within the restaurant at all times.
- Provided support to other departments as needed such as bussers, servers or bartenders when necessary.
Education
Associate of Science - Pre Dental
Florida SouthWestern State College
Naples, FL08-2026
Skills
- Customer service
- Appointment scheduling
- Front desk operations
- Cash handling
- Office administration
- Team collaboration
- Patient communication
- Appointment confirmation
- Fluent in english and arabic
- Hospitality services
Languages
English
Professional
Arabic
Full Professional
Timeline
Front Desk Receptionist
temple stone
01.2024 - 08.2025
Bartender
L'Olivo ristorante
01.2023 - 04.2025
Server
L'Olivo Ristorante
01.2021 - 04.2025
Hostess Manager
L'Olivo ristorante
01.2021 - 04.2025
Associate of Science - Pre Dental
Florida SouthWestern State College