Michelle Torres
Miami
Summary
Hospitality professional with a keen eye for operational excellence and a strong commitment to guest satisfaction. Demonstrated track record of streamlining front office processes and raising customer service standards. Team-oriented individual who values collaboration and adapts seamlessly to changing circumstances, ensuring smooth coordination and positive outcomes. Possesses exceptional skills in conflict resolution and staff supervision, ensuring a harmonious work environment for all team members.
Overview
11
11
years of professional experience
Work History
Assistant Front Office Manager
THēsis Hotel Miami
10.2021 - Current
- Acted as point of contact for vendor collaboration for contracted services.
- Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Created training modules in partnership with HR for new hires.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
Server
Paradise Valley Country Club
09.2019 - 03.2020
- Breaking down and setting up banquet/event style seating
- Cross-training in other departments to ensure expertise in all areas of the serving experience
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
Server
Seasons 52
04.2016 - 11.2019
- Worked at a separate location from 2018-2019 in Phoenix, AZ after management nominated for the position
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Trained in management provided sommelier classes to expand upon wine knowledge and increase sales
- Lead service during private events
- Cultivated warm relationships with regular customers.
Bartender/Private Events
Universal Orlando Resort
05.2014 - 11.2015
- Working catering on large scale private buyouts
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Upheld strict regulations for safe alcohol service and food safety.
Education
Bachelor's - Event Management and Hospitality
University of Central Florida
Orlando, FL12-2020
Associate of Arts - English Literature
Miami Dade College
Miami, FL08.2019
Skills
- Customer service
- Staff training and development
- Employee supervision
- Guest relations management
- Oral and writing communication
- Guest relations
- Skilled in Microsoft Word and Excel
- Event coordination
Timeline
Assistant Front Office Manager
THēsis Hotel Miami
10.2021 - Current
Server
Paradise Valley Country Club
09.2019 - 03.2020
Server
Seasons 52
04.2016 - 11.2019
Bartender/Private Events
Universal Orlando Resort
05.2014 - 11.2015
Bachelor's - Event Management and Hospitality
University of Central Florida
Associate of Arts - English Literature
Miami Dade College
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