Michael Cruz
Capital Heights,MD
Summary
Experienced hospitality professional with a strong background in luxury service roles across multiple establishments. Comprehensive skill set in guest relations, team leadership, and sales within high-end hospitality environments. Demonstrated ability to uphold standards of excellence, deliver personalized service, and prioritize guest satisfaction in all aspects of operations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Room Service Coordinator
The Hay-Adams Hotel
07.2023 - Current
- Supervise and coordinate room service servers, ensuring efficient and timely delivery of orders
- Prepare and deliver orders, maintaining high standards of accuracy and presentation
- Process and prepare amenity requests, ensuring guest satisfaction
- Verify guest room arrangements and guest arrival times, coordinating with other departments as necessary
- Accurately calculate, monitor, and pay gratuities to food and beverage employees
- Conduct shift end reports for accounting, ensuring all financial transactions are accurately recorded.
Server
Intercontinental Hotel - Moonrabbit
10.2021 - Current
- Assisted guests in drink and food selection by promoting specific menu items and specials
- Responded to inquiries regarding menu ingredients and service
- Upsold specialty beverages, appetizers, and desserts to increase guest check averages
- Coordinated with kitchen staff to ensure timely and accurate order preparation
- Regularly followed up with patrons and promptly fulfilled additional requests
- Collected payments and balanced transactions with receipts
- Won company-wide quarterly beverage sales competition
- Won numerous restaurant-wide local wine sales competitions
- Consistently kept server areas clean and in compliance with local and federal laws
- Frequently assisted colleagues during rush periods to foster teamwork while providing exceptional service and guest dining experience.
Bartender/Server
Momofuku
03.2016 - 03.2020
- Assisted customers in order selection, recommended specific menu items, and ensured prompt, accurate service
- Ensured high guest check averages by suggesting and selling additional food and beverage items
- Continually visited guest tables to promote inviting and attentive service
- Provided direct assistance to bartender and lounge staff
- Conducted inventory tracking and restocked supplies
- Significantly increased bar guest check averages by promoting appetizers, specialty items, and wine selections
- Informally recognized as Lead Server with responsibility for overseeing opening/closing and coaching and mentoring new servers regarding menu items, company policies, and procedures
- Frequently assisted colleagues during rush periods to foster/promote teamwork while providing exceptional service and guest dining experience
- Won Dessert Sales Contest that produced a 7% increase in total monthly sales.
Education
Windham High School
Willimantic, CTHoward University
Washington, DCSkills
- Supervisory Experience
- Sales leader
- Highly Organized
- Strong Communicator
Qualifications Summary
- Highly organized and personable hospitality professional with experience providing exceptional customer service in establishments ranging from casual cafés to fine-dining restaurants.
- Dedicated to ensuring customer satisfaction by remaining accessible and friendly
- Knowledgeable and passionate about spirits, wines, and cocktails
- Exceptional interpersonal and team-building skills with an aptitude for building rapport with a diverse range of customers; talent for quickly resolving issues prior to escalation
- Skilled at anticipating, identifying, and fulfilling guest needs and clarifying special orders
- Success multitasking while remaining professional and courteous in fast-paced environments
Certification
TIPS Certified
Servesafe Certified
Timeline
Room Service Coordinator
The Hay-Adams Hotel
07.2023 - Current
Server
Intercontinental Hotel - Moonrabbit
10.2021 - Current
Bartender/Server
Momofuku
03.2016 - 03.2020
Windham High School
Howard University
TIPS Certified
Servesafe Certified
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