Summary
Overview
Work History
Education
Skills
References
Timeline
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Marvin Felicitas

Brooklyn,NY

Summary

Refined and guest-centric hospitality leader with over 5 years of experience in luxury, high-volume environments, including flagship restaurant openings and upscale service operations. Specializes in orchestrating seamless guest journeys, cultivating service excellence, and leading high-performing teams under brand-aligned standards. Adept in real-time service management, VIP handling, team training, and cross-departmental coordination—delivering elevated experiences that reflect the expectations of globally recognized luxury brands like Four Seasons.

Overview

3
3
years of professional experience

Work History

Front of House Manager

Din Tai Fung
New York, USA
01.2024 - Current

Service Manager | Opening Team – Flagship Location.

Din Tai Fung – New York City, NY
January, 2024 – Present

  • Led the recruitment and onboarding of over 200 team members, designing training camps focused on luxury-level guest interaction, service pacing, and etiquette.
  • Orchestrated pre-opening readiness, working with facilities and compliance teams to ensure flawless execution and floor preparedness under TCO and FDNY guidelines.
  • Developed section scheduling and staffing models for 22+ service zones, balancing operational flow with personalized guest attention.
  • Collaborated closely with culinary, bar, and facilities leadership to unify pre-shift planning and service standard execution.
  • Cultivated a guest-first, emotionally intelligent service culture during high-volume soft openings, maintaining brand identity and elevating the guest experience.
  • Directed day-to-day guest-facing operations, ensuring consistent alignment with premium service standards and enhancing each touchpoint of the guest journey.
  • Oversaw real-time service as Floor Manager, proactively resolving service gaps and ensuring exceptional experiences through seamless coordination across teams.
  • Served as a key leader in post-service engagement, personally managing guest recovery and feedback responses across Tattle, Google, and Yelp.
  • Mentored and trained front-line staff in service excellence, hospitality etiquette, and brand presentation through daily briefings and structured coaching.
  • Managed reservation flow and arrival experiences, creating efficient seating strategies that minimized guest wait times while preserving ambiance and exclusivity.
  • Consistently upheld sanitation and safety protocols, maintaining a 95%+ EcoSure compliance rating.
  • Ensure dining spaces, restrooms, and guest-facing areas meet luxury presentation and safety standards; coordinate with engineering and housekeeping to resolve maintenance issues promptly and support a flawless guest environment.

Front of House Manager

Din Tai Fung
Los Angeles, USA
03.2022 - Current

Education

Bachelor's of Science - Communications and Media Studies

University of California, Berkeley
Berkeley, CA
05.2022

Skills

  • Luxury Guest Experience & Anticipatory Service
    Create warm, intuitive, and personalized experiences that exceed guest expectations from pre-arrival through departure
  • VIP & High-Profile Guest Relations
    Manage and enhance the experience for celebrities, dignitaries, and high-touch guests with discretion, professionalism, and poise
  • Team Coaching & Talent Development
    Train and mentor staff to deliver consistent, brand-aligned service; conduct pre-shift briefings and performance feedback
  • Real-Time Service Supervision
    Act as a visible leader on the floor, monitoring pace, flow, and guest needs to ensure flawless and timely service execution
  • Guest Recovery & Personalized Solutions
    Respond to and resolve guest concerns in the moment with empathy and accountability, turning challenges into loyalty drivers
  • Cross-Functional Collaboration (FOH/BOH/Concierge)
    Partner with culinary, housekeeping, concierge, and management teams to synchronize service and ensure a seamless guest journey
  • Pre-Arrival Preparation & Post-Stay Communication
    Review preferences and special requests ahead of guest arrival and manage follow-up to ensure satisfaction and retention
  • Service Standards & Brand Consistency Execution
    Uphold and model brand values and luxury service protocols in every interaction and operational decision
  • Hotel Systems Knowledge: Opera PMS (transferable skill)
    Familiarity with property management systems, supporting reservation accuracy, guest profiles, and efficient check-ins
  • Guest Feedback Platforms: Tattle, Yelp, Google
    Utilize digital platforms to monitor and respond to feedback, analyze trends, and improve the guest experience continuously

References

References available upon request.

Timeline

Front of House Manager

Din Tai Fung
01.2024 - Current

Front of House Manager

Din Tai Fung
03.2022 - Current

Bachelor's of Science - Communications and Media Studies

University of California, Berkeley
Marvin Felicitas