MARIA ALICIA LIMA
Bethlehem,GA
Summary
Motivated with engaging personality and flexible approach. Upbeat, friendly and anticipating customer needs to facilitate enjoyable experiences.
Attentive with superior knowledge of customer service and dedication experiences. Trained in POS systems and table-side serving with understanding of food and beverage pairings and great salesmanship. Known for maintaining speed and accuracy in high-traffic times.
Enthusiastic and reliable professional takes pride in providing excellent customer service and creating memorable experiences for customers. Skilled in anticipating customer needs, addressing complaints and resolving issues in timely manner. Maintains focus and positive attitude in stressful situations and high-volume environments.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
27
27
years of professional experience
Work History
Waitress
Pancake House
09.2017 - Current
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Used cash registers and credit card machines to cash out customers.
- Greeted new customers, discussed specials, and took drink orders.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Bussed and reset tables to keep dining room and work areas clean.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
- Trained new waitstaff on proper food handling, customer service and safety procedures.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Provided recommendations on menu items and upsold food and drinks to increase sales.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Processed orders and sent to kitchen employees for preparation.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Inspected dishes and utensils for cleanliness.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Checked guests' identification before serving alcoholic beverages.
- Increased sales significantly by upselling higher-end products to customers.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
Reservation Sales Agent
Spa Hosteria Las Quintas
02.2004 - 07.2017
- Answered incoming phone calls and addressed questions from customers.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Worked closely with front desk to achieve full occupancy of property.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Maintained awareness of types of rooms available in different resort locations.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Front Desk Clerk
Chateau Elan Resort & Winery
12.2001 - 11.2003
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Maintained transaction security by verifying payment cards against identification.
- Entered and updated sensitive customer information during check-ins and room changes.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Developed and maintained positive relationships with guests for satisfaction.
Customer Service Executive
Hosteria Las Quintas
03.1997 - 01.1999
- Provided company information and policies to customers upon inquiry and answered questions via phone or fax.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Education
BBA - Business Administration And Management
Universidad Fray Lucca Paccioli
Cuernavaca, Mexico07.1998
Skills
Interpretation of policies pertaining to qualified programs
Conference the terms of different coverages based on eligibility of customers
Handling and managing of files
Customer service to all new and veteran clients
Firsthand solutions to customers reason for calling
Managing customers with a resolution system
Provided the knowledge for old and new policies to customers
Created and maintained retention data research and analysis
Updated appropriate parties as needed provided new facts as they become available & their impact upon the completion or resolution to analysis and settlement options
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Waitress
Pancake House
09.2017 - Current
Reservation Sales Agent
Spa Hosteria Las Quintas
02.2004 - 07.2017
Front Desk Clerk
Chateau Elan Resort & Winery
12.2001 - 11.2003
Customer Service Executive
Hosteria Las Quintas
03.1997 - 01.1999
BBA - Business Administration And Management
Universidad Fray Lucca Paccioli
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