Mercedes Smith
Scottsdale,AZ
Summary
Hospitality professional prepared to elevate guest service standards in dynamic environment. Background in managing high-volume guest interactions and enhancing customer satisfaction. A collaborative team player committed to flexible problem-solving and achieving organizational goals. Proficient in communication and conflict resolution.
Overview
4
4
years of professional experience
Work History
Lead Hostess
Remi Hotel F-Sixteen
07.2025 - Current
- Managed guest seating and waitlist, ensuring efficient table turnover and guest satisfaction.
- Trained and mentored new host staff on hospitality standards and customer service protocols.
- Coordinated with kitchen and service staff to optimize dining experience for guests.
- Developed and implemented processes for handling reservations and special requests effectively.
- Enhanced communication between front-of-house and back-of-house teams to streamline operations.
- Analyzed feedback to identify areas for improvement in service delivery and guest experiences.
- Assisted management with hiring, training, and evaluating new host/hostess staff members to maintain a high-performing team.
- Ensured smooth transitions between shifts by thoroughly communicating pertinent information with incoming team members during shift changeovers.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
Host/Cocktail Server
Uchi
02.2024 - Current
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Assisted staff by serving food and beverages or bussing tables.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Performed walk-throughs during service to monitor guest satisfaction and advise serving and bussing staff of specific guest needs.
- Trained new hosts on operational procedures and customer service standards.
- Developed strategies for optimizing guest flow during peak hours, enhancing efficiency.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Took initial drink orders and relayed information to wait or bar staff.
Lead Hostess
Arcadia Farms Cafe
01.2022 - 07.2025
- Used Open Table to manage in-person and telephone guest inquiries, customer service requests, and reservation bookings.
- Operated POS system to process and carry out to go orders.
- Kept track of reservations, alerted servers and managers when large groups arrived, and set up seating.
- Kept the tables clean and tidy with tableware, glassware, silverware, and linens.
- Oversaw server balance and table turnover to ensure that customers were properly seated and satisfied.
- Cultivated positive guest relations by managing information and coordinating quick seating.
- Managed guest waitlists effectively, minimizing wait times while still accommodating walk-in customers whenever possible.
- Adapted quickly to changing restaurant needs, maintaining composure under pressure and exhibiting excellent problem-solving skills.
Education
High School -
Saguaro High School
Scottsdale, AZ01.2014
Skills
- Facilitated effective problem resolution strategies to enhance operational efficiency
- Executed preparation of to-go orders with precision and efficiency
- Directed team management initiatives to enhance collaboration and productivity
- Executed meticulous table setting to enhance dining experience
- Demonstrated exceptional verbal and written communication skills to facilitate effective collaboration
- Oversaw operations in high-volume dining environments to ensure efficient service delivery
- Oversaw dining room operations, ensuring seamless service and customer satisfaction
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Collaborated with team members to improve service delivery
- Oversaw reservation management processes to ensure optimal customer experiences
- Assisted guests with inquiries and requests to enhance overall experience Supported team members in maintaining high standards of service Facilitated communication between guests and staff to resolve issues promptly
- Facilitated coordination of table assignments to optimize seating arrangements
Timeline
Lead Hostess
Remi Hotel F-Sixteen
07.2025 - Current
Host/Cocktail Server
Uchi
02.2024 - Current
Lead Hostess
Arcadia Farms Cafe
01.2022 - 07.2025
High School -
Saguaro High School