Michel Ramirez Gonzalez
Levittown
Summary
Customer oriented Serving, Front Desk Agent with experience in Service and hospitality industry. Excellent Communication skills with focus in guest Satisfaction at all times.
Overview
19
19
years of professional experience
Work History
Server
Small Batch
Garden City
12.2018 - Current
- Checked identification to enforce age regulations for alcoholic beverages
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays, and delivery bags.
- Supervised restocking of salad bar and buffet for lunch and dinner service
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Monitored guests for intoxication and immediately reported concerns to management, contributing to safe and welcoming environments for all patrons
- Kept register accurate through correct billing, payment processing and cash management practices.
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
- Created orders, documented special requests, and followed up with kitchen personnel to foster top-quality service and minimize complaints.
- Collaborated with kitchen team to support order preparation, manage efficient deliveries, and minimize customer service issues by verifying meals.
- Helped customers place orders, explained menu items, and suggested appropriate options for food allergy concerns.
- Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.
- Prepared beverages and filled food orders for customers.
- Replenished food items and other supplies, which included paper products and canned goods to keep pantry well-stocked during busy periods.
Waiter
The Cheesecake Factory
Westbury
12.2011 - 05.2016
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Stayed up to date on menu changes to offer current and accurate information and help customers select optimal meal choices based on individual preferences
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
- Checked identification to enforce age regulations for alcoholic beverages.
- Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Monitored guests for intoxication and immediately reported concerns to management, contributing to safe and welcoming environments for all patrons.
- Greeted new customers, discussed specials, took drink orders, and built immediate positive connections with guests.
- Kept server areas clean and stocked during service hours to increase efficiency while serving tables.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service
Front Desk Agent
Holiday Inn
Westbury
09.2006 - 01.2009
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Explained details regarding property, including restaurants, pool area, spa, and fitness center to acclimate patrons to resort environment.
- Planned coverage needs and organized services to support incoming special events
- Kept accounts in balance and ran daily reports to verify totals.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
- Promptly answered multi-line phone system and greeted callers enthusiastically.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Maintained financial accuracy by collecting deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Quickly answered calls and routed to proper guest or department using multiline phone system.
- Maintained transaction security by verifying payment cards against identification.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Provided services efficiently and with high level of accuracy.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Executed positive demeanor to each visitor approaching front desk.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
- Arranged accommodations and travel plans for visitors and presented updated itineraries.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Swiftly responded to room requests and other inquiries made via establishment website, email, or phone.
- Retrieved mail, packages, and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Assisted other hotel personnel in various capacities including overseeing entire front desk when manager was unavailable and handling purchases at gift shop when required
Education
Cosmetology License -
Adult Program in Nassau Bocess
Westbury, NY01.2009
New York State Regents Diploma -
Westbury High School
Old Westbury, NY06.2005
Skills
- Fluent in both English and Spanish
- Communication
- Interpersonal skills
- Organizational skills
- Menu presentation
- High-Volume Dining
- Management skills
- Daily Specials Memorization
- Ordering Procedures
- Cash handling expert
- Dining area cleanliness
- Multitask
- Hospitality Service Expertise
- Food Sales and Promotion
- Bill Computation
- Table Setting Knowledge
- Sales expertise
- Cash Handling
- Performance improvement
- Able to work under pressure
- Engage in open-ended conversation with customers or guests
Timeline
Server
Small Batch
12.2018 - Current
Waiter
The Cheesecake Factory
12.2011 - 05.2016
Front Desk Agent
Holiday Inn
09.2006 - 01.2009
Cosmetology License -
Adult Program in Nassau Bocess
New York State Regents Diploma -
Westbury High School
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