Oriana Aquino
Houston,TX
Summary
Motivated with an engaging personality and flexible approach. Prepared to bring abilities developed over the past years. Dedicated team player with demonstrated training and problem-solving abilities. Excellent interpersonal and time management skills.
Overview
9
9
years of professional experience
Work History
Assistant Food & Beverage Manager
JW Marriott Houston by the Galleria
Houston , TX
2023.01 - Current
- Planned and scheduled staff shifts to ensure adequate coverage of all service areas.
- Maintained inventory records of food, beverage, and supplies; monitored stock levels and placed orders as needed.
- Conducted regular performance appraisals for staff members, providing constructive feedback to enhance job performance.
- Monitored customer satisfaction levels through surveys and comment cards.
- Trained new employees on company policies and procedures related to Food and Beverage operations.
- Assisted in developing marketing strategies for the restaurant; implemented promotional campaigns to attract new customers.
- Resolved customer complaints regarding menu items or services provided in a timely manner.
- Provided direct supervision of all front-of-house personnel; delegated tasks accordingly while ensuring quality standards were met.
- Handled administrative duties such as payroll processing, budgeting activities, scheduling conflicts resolution.
- Maximized revenue and profits of hotel food services through customer satisfaction, employee engagement and meticulously clean, sanitary and safe environments.
Guest Experience Expert
JW Marriott Houston by the Galleria
Houston , TX
2022.02 - 2023.01
- Greeted guests upon arrival and provided information about local attractions, restaurants, and transportation options.
- Assisted in resolving guest complaints related to room availability, cleanliness, service issues, or billing disputes.
- Provided exceptional customer service to ensure satisfaction of all guests.
- Informed guests of hotel services and amenities.
- Processed check-ins and checkouts efficiently and courteously according to established standards.
- Addressed escalated customer service issues with professionalism while providing solutions to meet the needs of the guest.
- Managed phone calls in an efficient manner by transferring calls when necessary or assisting with inquiries.
- Provided concierge services such as making reservations for dining or entertainment events on behalf of guests.
- Updated customer profiles in the system to reflect preferences or special requirements.
- Coordinated with housekeeping staff to ensure rooms are prepared prior to check-in time.
- Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
Hostess, Waitress, Bartender and Banquets Waitress
Houstonian Hotel Club & Spa
Houston , TX
2019.02 - 2021.11
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Accomplished multiple tasks within established timeframes.
- Checked identification for minimum age for sale of alcoholic beverages.
- Answered customer questions about hours, seating and menu information.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Member Engagement Manager
Dynamic Fitness
Houston , Texas
2017.10 - 2018.11
- Collaborated with sales, delivery, and service teams to manage seamless client experiences.
- Met with clients to understand needs and develop proactive solutions.
- Consulted with teams on established best practices and process improvements.
- Managed over 50 calls per day. In charge of follow-up next day call after first great with their trainers.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
Membership Sales Representative
Fitness Connection
Katy , Texas
2016.09 - 2017.09
- Contacted customers to follow up on purchases and suggest additional purchase options.
- Monitored weekly sales to write reports for senior leadership and streamline operational processes.
- Exceeded sales goals, increased revenue, and facilitated sales.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up, and prompt issue resolution.
- Demonstrated products and specific features at customer locations and special events.
- Managed to achieve 60 calls to potential leads daily.
- Set up appointments with potential and current customers to promote new products and services
Member Customer Service Representative
Monty Ballard YMCA
Katy , Texas
2015.02 - 2017.08
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Described product highlights and benefits to help guide purchasing decisions.
- Managed multitasking; answering over 40 calls daily while keeping great customer service within the facility.
- Used Microsoft Word and other software tools to create documents and other communications
- Demonstrated respect, friendliness, and willingness to help wherever needed
Education
Associate of Science - Hospital Restaurant Associate Degree
Culinary Institute LeNotre
Houston, TX2022-12
Associate of Science - Culinary Arts
Culinary Institute LeNotre
Houston, TX12.2017
High School Diploma -
Seven Lakes High School
Katy, TX06.2013
Skills
- Upselling and Cross Selling
- Active Listening and Communication
- Time Management and Prioritization
- Personable and Friendly
- Transactions and Cash Handling
- Service-Oriented
- Customer Service and Rapport
- Reservation Management
- Self-Motivated
- Customer-Oriented
- Relationship Building
- Multitasking and Prioritization
- Beverage Knowledge
- Food and Beverage Operations
- Labor Management
- Customer Service
- POS Terminal Operation
- Team Leadership
Accomplishments
- TripAdvisor Champion- Accomplish to lead a successful campaign that droves the hotel's ranking in TripAdvisor from #174 to #7 in less than 7 months.
- Won award for Best Department of the Year 2023
- Score 96% out of 100% for Associate engagement survey 2023
Languages
Spanish
Native/ Bilingual
Timeline
Assistant Food & Beverage Manager
JW Marriott Houston by the Galleria
2023.01 - Current
Guest Experience Expert
JW Marriott Houston by the Galleria
2022.02 - 2023.01
Hostess, Waitress, Bartender and Banquets Waitress
Houstonian Hotel Club & Spa
2019.02 - 2021.11
Member Engagement Manager
Dynamic Fitness
2017.10 - 2018.11
Membership Sales Representative
Fitness Connection
2016.09 - 2017.09
Member Customer Service Representative
Monty Ballard YMCA
2015.02 - 2017.08
Associate of Science - Hospital Restaurant Associate Degree
Culinary Institute LeNotre
Associate of Science - Culinary Arts
Culinary Institute LeNotre
High School Diploma -
Seven Lakes High School
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