Yoly Maria Leon
Miami,USA
Summary
Accomplished hospitality leader successful in leading FOH operations with exceptional guest relations experience and knowledge. Detail-oriented, observant leader with effective communication skills resulting in retaining engaged and proficient teams. A strategic planner driving profitability and growth through expert RMS platform management. Dedicated to Forbes Hospitality standards to develop, improve and deliver memorable dining experiences.
Overview
8
8
years of professional experience
Work History
Guest Relations Manager
Feal Hospitality
Miami, FL
05.2024 - Current
- Managed the FOH operations of 15 plus staff members to meet SOP standards
- Created efficient seating strategies cultivating a guest-oriented, welcoming environment increasing guest loyalty and satisfaction
- Handled reservations; developed and implemented personalized VIP reservation experiences
- Planned and executed private events for groups of fifteen to forty guests
- Collaborated with the chef to create seasonal menus for the execution of optimal service
- Implemented effective strategies through labor management and floor planning to support profit targets
Maitre D'
Dinex Group
New York, NY
01.2023 - 06.2023
- Managed reservations book to execute SOP standards and an efficient flow of seating for optimal revenue
- Served as a liaison between FOH staff, the culinary team, and the management team to ensure smooth operations; resolving guests' concerns efficiently
- Maintained high standards of reservations and service quality resulting in positive reviews
- Curated private VIP Guest experiences from reservation to arrival through the experience to departure
- Trained, coached and mentored Host team to follow SOP and company standards
Service Manager
Starr Restaurants
Bal Harbour, FL
01.2022 - 11.2022
- Established measurable service criteria to ensure consistent achievement objectives for a team of 15+ servers, bussers, hosts, and baristas
- Generated efficient employee work schedules to ensure optimal shift coverage
- Ensure accurate records and sufficient supplies by conducting weekly inventories of beverages, glassware, and supplies
- Performed detailed tasks for opening, closing, and shift changes ensuring maintenance of operational standards
Guest Relations Manager
Altamarea Group
Miami Beach, FL
01.2021 - 12.2021
- Executed promotional campaigns alongside the marketing team, effectively maintaining and managing the reservation platform for optimal guest relations
- Fostered relationships with concierge to maintain a proactive out-reach
- Continuously evaluated business operations to effectively align workflows for optimal guest satisfaction
- Created monthly staff reports on successes, challenges, and opportunities for improvement
Maitre D'
USHG-Gramercy Tavern
New York, NY
10.2019 - 09.2020
- Managed reservations book; keeping guest details for optimal seating and revenue goals
- Kept menu items, ingredients, wine lists, and other beverages updated
- Coordinated communications among FOH staff, culinary and management team
- Trained and lead a team of 6 Hosts
- Deployed a new RMS integration for guest history, reservation planning, and execution
Senior Floor Manager
Fig&Olive
New York, NY
11.2017 - 09.2019
- Managed the FOH staff of 20 plus team members to meet SOP standards
- Cultivated guest-oriented dining experiences to promote brand loyalty, and maximize repeat business
- Set up dining room to meet hospitality/service standards
- Optimized inventory management, FOH scheduling, keeping labor at or below 70%, aligning with projected revenue targets and objectives
Maitre D' Manager
Wolfgang Puck-CUT
New York, NY
09.2016 - 11.2017
- Managed guest book and designed efficient floor plans to accommodate reservations and walk-ins
- Provided tailored VIP guests experiences; coordinating communication between FOH and management team
- Trained and led Host team efficient SOP operations
- Performed daily standard checks of dining room supplies, equipment, and fumiture
Education
B.S. - Communications/Marketing
James Madison University
Skills
Leadership recruited and led teams; implementing training programs to develop and increase guest satisfaction
Communication Effective interpersonal and organizational skills cultivating positive team relationships
Guest Relations maintained detailed history of guest book and effective reservation strategies increasing bookings; decreasing cancellations Developed community, concierge relationships for optimal growth and presence
- RMS Expertise: Resy, OpenTable, 7Rooms, Tripleseat
- Problem Solving Skills
- Event Coordination
- Forbes Hospitality Certified
- Bilingual: English and Spanish
Timeline
Guest Relations Manager
Feal Hospitality
05.2024 - Current
Maitre D'
Dinex Group
01.2023 - 06.2023
Service Manager
Starr Restaurants
01.2022 - 11.2022
Guest Relations Manager
Altamarea Group
01.2021 - 12.2021
Maitre D'
USHG-Gramercy Tavern
10.2019 - 09.2020
Senior Floor Manager
Fig&Olive
11.2017 - 09.2019
Maitre D' Manager
Wolfgang Puck-CUT
09.2016 - 11.2017
B.S. - Communications/Marketing
James Madison University
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