Yoly Maria Leon
Summary
Highly motivated, bi-lingual (Spanish), results-oriented, visionary Hospitalitarian, sales, recruiting professional with a desire to take on new challenges. Skilled in building, leading and retaining engaged and proficient teams within a casual, high-volume operation as well as Michelin Star fine dining venues. Adept in combining consistent planning, strategic goal setting initiatives to offer superior service within an organization.
Overview
7
7
years of professional experience
Work History
Maitre D' Manager
Dinex Group
New York, NY
01.2023 - 05.2023
- Managed reservation book to execute an efficient flow of service; prepared floor seating to ensure a seamless service and accommodate guest preferences and requests.
- Served as liaison between front-of-house staff, kitchen and management team to ensure smooth operations for communication purposes and resolve guests concerns efficiently.
- Delivered outstanding service by engaging with guests from initial interaction, throughout service to final departure, maintaining loyal clientele; prepared for VIP guests to provide personalized visit.
- Coached, mentored and trained team members to perform according to company standards; developed and implemented strategies to increase customer satisfaction and loyalty.
- Analyzed customer feedback data to develop action plans for improving services creating weekly reports summarizing operational performance metrics
Service Manager
Starr Restaurants
Bal Harbour , FL
01.2022 - 11.2022
- Coached and trained service staff to ensure execution of proper SOP and favorable guest experience by monitoring performance metrics and identify areas of improvement.
- Upheld team productivity, service goals and quality objectives by setting and maintaining clear benchmarks for service; conducting regular team meetings to discuss guest feedback.
- Created standard operating procedures for the implementation of the Barista team program.
- Created employee work schedules to keep shifts properly staffed; forecasting revenue goals and objectives for efficient quality service and proper opening and closing task completion.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Guest Relations Manager
Altamarea Group
Miami Beach, FL
01.2021 - 12.2021
- Hired, trained and coached Host Team; Developed and implemented guest service policies and procedures alongside management team.
- Created monthly reports on staff performance, highlighting successes, challenges, and opportunities for improvement.
- Collaborated with marketing team on promotional campaigns generating innovative ideas to improve the traffic of new guests, overall growth of the guest book maintaining quality of service.
- Performed administrative tasks such as creating, maintaining and updating guest databases using CRM platform 7 Rooms.
- Established relationships with suppliers and vendors. Identified potential operational issues that could impact guest satisfaction levels. Ensuring compliance with industry regulations.
Maitre D'
USHG-Gramercy Tavern
New York, NY
10.2019
- Prepared and managed details of reservations for a seamless service using CRM reservation software: Opentable. Provided seating arrangements for guests according to their needs and preferences. Detailing VIP list accomodations.
- Lead, trained and coached Host Team on proper protocols and SOP. Cultivated customer-oriented, welcoming environment; handled reservations seamlessly and supervised flawless front-of-house operations.
- Maintained up-to-date knowledge of menu items, ingredients, preparation techniques, wine lists and other beverage offerings.
- Served as liaison between front-of-house staff, kitchen and management team for communication purposes. Resolved customer complaints or disputes in a professional manner while maintaining positive relationships.
- Deployed new software integrations for guest history and reservation planning and execution.
Senior Floor Manager
Fig&Olive
New York, NY
11.2017 - 09.2019
- Ensured efficient operation of the dining room by managing staff duties and activities.
- Developed strategies for improving customer experience through enhanced product features or improved processes. Monitored daily service to ensure favorable dining expereince.
- Managed inventory of supplies, linens, coffee, beverages. Performed opening and closing procedures; handled cash reconciliations for weekly deposits.
- Hired, trained, coached a team of over 25 members to perform SOP according to company and industry quality standards and established job objectives for optimum customer service.
- Created FOH schedule to optimize shifts; forecasting revenue goals and objectives.
Maitre D' Manager
Wolfgang Puck-CUT
New York, NY
09.2016 - 11.2017
- Managed reservations using Open table CRM reservation platform. Prepared seating floor plans. Accommodated walk-ins and waitlist in a timely manner, ensuring Host team seated guest promptly.
- Provided seating arrangements for guests according to their needs and preferences. Recognized VIP customers upon arrival and provided them with personalized attention throughout their visit.
- Resolved customer complaints or disputes in a professional manner while maintaining positive relationships with patrons. Served as liaison between front-of-house staff and management team for communication purposes.
- Maintained up-to-date knowledge of menu items, ingredients, preparation techniques, wine lists and other beverage offerings; Performed daily checks of dining room supplies, equipment, furniture., to maintain cleanliness standards.
- Trained and coached Host team to perform according to SOP and established job objectives for optimum customer service.
Education
B.S. Communications /Marketing -
James Madison University
Skills
- Hospitality /Guest Relations
- Strong Leadership
- Recruiting
- Execution of successful venue openings
- Expertise with Reservation Management: Open Table, SevenRooms and Resy
- Microsoft Office/Adobe
- CRM Tools
- Guest Service
- Systems Oriented
- Strong Interpersonal Skills
- Teamwork
- Adaptability
- Problem Solving
- Organizational skills
- Critical Thinking
- Public Speaking
- Event Planning
- Forbes Hospitality Leader Certified
Timeline
Maitre D' Manager
Dinex Group
01.2023 - 05.2023
Service Manager
Starr Restaurants
01.2022 - 11.2022
Guest Relations Manager
Altamarea Group
01.2021 - 12.2021
Maitre D'
USHG-Gramercy Tavern
10.2019
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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