RICARDO COCA
Queens,NY
Summary
Passionate hospitality and operations professional with over 14 years of experience in customer service, financial coordination, and logistics in the tourism and hospitality industries. Known for simplifying processes, managing budgets effectively, and creating memorable service experiences. Skilled in using CRM systems, financial tools, and analyzing data to improve operations. Bilingual in English and Spanish, with a strong grasp of global travel logistics and cross-cultural communication.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Bar Supervisor
Calle Dao & Mareluna Restaurants
09.2023 - Current
- Managed 20 to 35 team members across five restaurant locations, overseeing training, inventory management, and supplier relations.
- Designed innovative drink menus, streamlined inventory systems, and collaborated with marketing teams to develop seasonal promotions.
- Monitored financial performance, optimized budgets, and implemented cost-saving strategies to improve profitability.
- Ensured compliance with health, safety, and liquor regulations while maintaining high service standards.
- Organized and executed special bar events to boost customer engagement and sales.
- Acted as the operational FOH manager during main manager absences, handling all responsibilities seamlessly.
- Developed efficient staff schedules and implemented training programs to enhance team performance.
Server & Bartender
Calle Dao & Mareluna Restaurants
10.2019 - 09.2023
- Delivered exceptional customer experiences to over 200 customers during busy 10-12 hour shifts by providing detailed menu knowledge, accommodating food restrictions, and addressing guest needs professionally and efficiently.
- Managed financial reporting and reconciliation during closing shifts, ensuring accuracy and accountability.
- Seamlessly balanced bartending and serving responsibilities in high-demand shifts to provide efficient and enjoyable guest experiences.
- Recommended food and beverage pairings to enhance guest satisfaction and maximize revenue.
- Monitored stock levels for bar and table supplies, ensuring timely replenishment and minimizing waste.
- Assisted colleagues during busy periods, contributing to a smooth and efficient team workflow.
- Mentored new team members on menu knowledge, service standards, and operational procedures.
Host FOH
Calle Dao & Mareluna Restaurants
05.2019 - 10.2019
- Efficiently managed reservations and seating arrangements during busy shifts, accommodating over 200 customers to ensure smooth service flow and guest satisfaction.
- Responded to phone inquiries and processed takeout orders, delivering a welcoming and professional guest experience
Finance Assistant
G Adventures Travel Agency
01.2016 - 01.2019
- Oversaw financial processes, including payments, invoices, and budget validations for accommodations, transportation, and activities.
- Utilized Dynamics 365 (Microsoft) and ERP Polaris (Salesforce) to reconcile monthly budgets and analyze financial data.
- Supported month-end and year-end financial close processes, including audit preparation, regulatory compliance, and ensuring all transactions were accurately recorded before the start of the new fiscal year.
- Collaborated with cross-functional teams to validate expenses, ensuring adherence to contractual agreements and financial accuracy.
- Conducted early agreement checks with the Regional Manager of Contracting to review all contracts based on regional regulations, local authorities, and laws, while updating the ERP system with new rates annually.
Tourist Operations Coordinator
G Adventures Travel Agency
11.2013 - 01.2016
- Coordinated travel logistics for an average of 1,000 passengers per month during peak season, including transportation, accommodation, and itinerary planning across regions such as Ecuador, Galapagos Islands, Venezuela, and Colombia.
- Supported on-tour and post-tour operations by resolving customer service issues, addressing emergencies, and ensuring smooth communication between teams.
- Managed vendor relationships, negotiated favorable terms, and ensured consistent service quality and cost-effectiveness.
- Provided administrative support for regional operations, including monitoring incident reports, maintaining accurate records, and managing trip communication channels via Slack.
- Organized pre-tour information for travelers, including welcome letters, boarding passes, service reconfirmations, and "Good to Go" checks when CEOs were unavailable or unassigned to tours.
- Assisted the Global Sales team by efficiently managing last-minute booking requests and changes, ensuring timely updates and smooth execution.
- Reviewed and followed up on incident reports by collaborating with Reservation and CEO Managers and coordinating with relevant stakeholders to resolve issues effectively.
Quiport
VIP Lounge Executive
08.2013 - 11.2013
- Delivered exceptional customer service to over 500 VIP travelers per shift, addressing inquiries and providing personalized assistance to ensure a seamless and premium experience
- Monitored lounge operations to ensure cleanliness, comfort, and seamless guest experiences
- Coordinated with catering and service teams to maintain high operational standards
Front Desk & Sales Coordinator
Sangay Spa Hotel
06.2012 - 07.2013
- Managed events and conferences for up to200 guests, including weddings and corporate gatherings
- Handled guest reservations, billing, and inquiries while ensuring excellent customer service
- Generated reports on sales, occupancy, and revenue, providing actionable insights for management
Education
Bachelor’s Degree - Tourism and Hospitality
University of Ambato
Ecuador01.2011
Skills
- Financial Operations, Budget Management & Data Reporting
- CRM Systems & ERP Data Management
- Training Development & Facilitation
- Multi-Location Operations & Logistics Coordination
- Process Optimization & Documentation
- Customer Service, management, production & Leadership Development
- Compliance, Contract Negotiation & Legal Compliance
- Workforce Scheduling & Oversight
- Food Safety & Hygiene Standards
- Employee Engagement & Talent Development
- Upselling & Revenue Growth Strategies
- Conflict Resolution & Problem-Solving
Accomplishments
- Achieved an ROI of 800% by developing a series of seasonal cocktails in 2024.
- Successfully motivated 80% of a team of 35 bartenders to obtain their NYC Food Handler Certification by mentoring and emphasizing the importance of certification, even though it was not a job requirement.
- Developed an Excel pivot table to streamline the invoice payment process, achieving an 85% accuracy rate and reducing manual review time for 100 invoices from 3 hours to 20 minutes, enhancing collaboration between local operations and finance teams.
Certification
- Events and Convention Management – NYU,2025 Specialized in event planning, budgeting, operations, and contract negotiation.
- Diners Club Cross Selling Certification
- International Certificate on Knowledge Management Practitioner and Education System
- Travel Agent Certification by Metropolitan Touring
- G Adventures Certifications: Sales & Contracting, Star Mapping101, and Stellar Work Ethic
Training
- G Adventures GStock Training Program – Toronto,2014
- SABNG Comfort Tour FAM – Argentina & Brazil,2015
- Marine Tour FAM – Cuba,2016
- MYP Classic Tour FAM – Mexico,2017
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Bar Supervisor
Calle Dao & Mareluna Restaurants
09.2023 - Current
Server & Bartender
Calle Dao & Mareluna Restaurants
10.2019 - 09.2023
Host FOH
Calle Dao & Mareluna Restaurants
05.2019 - 10.2019
Finance Assistant
G Adventures Travel Agency
01.2016 - 01.2019
Tourist Operations Coordinator
G Adventures Travel Agency
11.2013 - 01.2016
Quiport
VIP Lounge Executive
08.2013 - 11.2013
Front Desk & Sales Coordinator
Sangay Spa Hotel
06.2012 - 07.2013
Bachelor’s Degree - Tourism and Hospitality
University of Ambato
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