Marquita Lee
Durham,NC
Summary
Dynamic and results-oriented professional with extensive experience in F&B and hospitality management, notably at Hilton Garden Inn. Excelled in operations oversight and service delivery management, boosting customer satisfaction through effective leadership and allergy awareness. Skilled in both team development and financial management, demonstrating a proven track record of enhancing service standards and operational efficiency.
Overview
6
6
years of professional experience
Work History
F&B Supervisor
Southpoint HIlton Garden Inn
Durham, North Carolina
09.2024 - Current
- Supervised and monitored all F&B staff to ensure efficient service delivery.
- Ensured that all food safety, sanitation and hygiene standards were met in accordance with company policies.
- Managed customer complaints or concerns in a timely and professional manner.
- Conducted regular performance reviews of F&B staff to identify areas of improvement.
- Developed training plans for new employees and assisted in their onboarding process.
- Monitored cash handling procedures to ensure accuracy in financial transactions.
- Created weekly schedules for F&B staff according to business needs.
- Analyzed customer feedback to develop strategies for improving customer satisfaction ratings.
- Provided guidance and support to junior team members on how to best serve customers effectively.
- Assisted with the development of marketing campaigns to increase sales revenue.
- Prepared daily reports outlining sales figures, labor costs, inventory levels.
- Encouraged teamwork amongst F&B staff by setting positive examples at all times.
- Oversaw food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.
- Designed exceptional menus, purchased superior goods, continuously improved and modernized operations and liaised between guests, service staff and kitchen.
- Spearheaded and executed food and beverage marketing and promotional programs, met with potential clients and members and arranged meetings, banquets and facility tours.
- Moved throughout dining and kitchen areas, visually monitored alignment with food quality and service standards and took relevant corrective actions.
F&B Server
Southpoint Hilton garden inn
Durham, North Carolina
05.2024 - 09.2024
- Greeted customers promptly and courteously as they arrived at the restaurant.
- Provided menus, answered questions about menu items, and made recommendations when requested.
- Took orders accurately and entered them into the point-of-sale system in a timely manner.
- Processed payments quickly and efficiently while providing excellent customer service.
- Delivered food to tables, ensured correct food was served to each customer, and checked back with customers to ensure satisfaction.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Replenished beverages and condiments throughout shift for guests' convenience.
- Ensured dining room cleanliness by wiping down tables between seating's.
- Checked identification of guests ordering alcoholic beverages to verify legal drinking age.
- Adhered to all safety guidelines regarding sanitation procedures in the kitchen and bar areas.
- Upheld company standards for quality guest service during every interaction with customers.
Guest Service Representative
Hilton garden inn/Durham University
Durham , NC
02.2024 - 09.2024
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Verified reservations by phone or in person.
- Assisted guests with check-ins and check-outs in a timely manner.
- Resolved guest complaints in a professional manner.
- Processed payments for room charges, taxes, and other incidentals as required.
- Answered incoming calls from guests seeking reservations or general information.
- Performed daily cashiering duties including balancing accounts at end of shift.
- Organized special requests such as wake up calls, extra pillows, cribs.
- Maintained cleanliness of lobby area and front desk counter.
- Handled customer complaints professionally and efficiently.
- Informed customers about upcoming events held at the hotel.
Assistant General Manager
Hilton Garden Inn Hotel
Roanoke Rapids, North Carolina
09.2022 - 01.2024
- Managed daily operations of the store, including scheduling and supervising staff.
- Ensured that customer service standards were met or exceeded at all times.
- Developed and implemented effective strategies to maximize sales and profits.
- Conducted regular performance evaluations for employees to ensure quality standards were maintained.
- Monitored inventory levels and placed orders for new stock as needed.
- Analyzed financial data and prepared reports for senior management.
- Created promotional campaigns to increase store traffic and generate revenue.
- Identified opportunities for cost savings and operational efficiency improvements.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Maintained accurate records of employee attendance, payroll information, sales figures.
- Evaluated current processes within the store environment to identify areas of improvement.
- Performed administrative tasks such as filing paperwork, preparing documents.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Prepared weekly schedules for staff members based on their availability.
- Enhanced team engagement and performance with daily updates and informational meetings.
- Participated in recruitment, interviewing, and hiring processes to build a strong team.
F&B Supervisor
Hilton Garden Inn Hotel
Roanoke Rapids, North Carolina
12.2020 - 09.2022
- Supervised and monitored all F&B staff to ensure efficient service delivery.
- Ensured that all food safety, sanitation and hygiene standards were met in accordance with company policies.
- Managed customer complaints or concerns in a timely and professional manner.
- Conducted regular performance reviews of F&B staff to identify areas of improvement.
- Developed training plans for new employees and assisted in their onboarding process.
- Monitored cash handling procedures to ensure accuracy in financial transactions.
- Analyzed customer feedback to develop strategies for improving customer satisfaction ratings.
- Provided guidance and support to junior team members on how to best serve customers effectively.
- Prepared daily reports outlining sales figures, labor costs, inventory levels.
- Adhered strictly to health and safety regulations when preparing meals or beverages.
- Worked closely with other departments such as housekeeping and security for smooth operations.
- Oversaw food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.
Front Desk Agent
Hilton Garden Inn Hotel
Roanoke Rapids, North Carolina
09.2020 - 12.2020
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Resolved customer complaints promptly and courteously.
- Maintained cleanliness of lobby area at all times.
- Inputted guest information into computer system accurately and securely.
- Verified accuracy of room rates and other charges during check-in process.
- Ensured that all safety regulations were followed according to company standards.
- Assisted with luggage handling for incoming guests.
- Managed cash drawer responsibly throughout shift.
- Answered telephones and greeted visitors to assist, answer questions and direct.
Sever
Hilton Garden Inn Hotel
Roanoke Rapids, North Carolina
08.2018 - 09.2019
- Greeted guests and provided menus.
- Provided excellent customer service to ensure satisfaction.
- Assisted in training new servers.
- Prepared drinks according to standard recipes.
- Took orders from customers accurately and in a timely manner.
- Checked food before serving it to customers.
- Delivered food orders promptly and courteously.
- Monitored dining room for cleanliness and proper set-up at all times.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Accurately recorded orders on cash register and point-of-sale system.
Education
High School Diploma -
Weldon Stem High School Career Academies
Weldon, NC06-2003
Skills
- Allergy awareness
- Table management
- Food presentation
- Wine pairing
- Food and Beverage Operations
- Nutrition knowledge
- Scheduling Staff
- Sanitation Standards
- Operations Oversight
- Service Delivery Management
- Ordering Supplies
- Labor Management
- ABC standards
- Food Safety
- Payroll Preparation
Timeline
F&B Supervisor
Southpoint HIlton Garden Inn
09.2024 - Current
F&B Server
Southpoint Hilton garden inn
05.2024 - 09.2024
Guest Service Representative
Hilton garden inn/Durham University
02.2024 - 09.2024
Assistant General Manager
Hilton Garden Inn Hotel
09.2022 - 01.2024
F&B Supervisor
Hilton Garden Inn Hotel
12.2020 - 09.2022
Front Desk Agent
Hilton Garden Inn Hotel
09.2020 - 12.2020
Sever
Hilton Garden Inn Hotel
08.2018 - 09.2019
High School Diploma -
Weldon Stem High School Career Academies