Hi, I’m
Kathie Gee Mercadal
TAGUIG CITY
Summary
Customer service-oriented professional with over 14 years of work experience, including 10 years in handling guest-related tasks. First started as business developer before joining F&B industry, she worked closely with managers in dealing with monthly inventory, social media feedback, training the team with new products and eventually leading the team to sell those products. Seeking now for new challenge where her skills and experiences can contribute to the success of new aim and business to do more and to be more.
Overview
15
years of professional experience
Work History
Marina Bay Sands, Club 55 Lounge
Restaurant Captain
02.2020 - 03.2023
Job overview
- Adjusting upselling point compare to customer profile.
- Assist the Management team in planning and implementing strategies.
- Track the progress of weekly, monthly, quarterly and annual objectives.
- Monitoring employee performance.
- Supervise and motivate staff to perform their best.
- Help management team to monitor outlet operating costs and resources.
- Communicate with clients and evaluate their needs.
- Handle complaints from customers.
- Create reports, analyses and interpret customer feedback.
- Make sure all employees adhere to company’s policies and guidelines.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Marina Bay Sands, Bread Street Kitchen by Gordon Ramsay
Restaurant Captain
06.2015 - 02.2020
Job overview
- Monitor and maintain store inventory.
- Coach and support new team members.
- Identify and suggest training programs and techniques for team development.
- Analyze consumer behavior and adjust upselling point.
- Adjust training and SOP compare to audit report.
- Supervises daily shift operations.
- Worked closely with the Head Chef and management team to create and implement the restaurant menu.
- Provided excellent customer service to all customers, meeting and exceeding expectations.
- Undertook various management and people management responsibilities.
- In charge for FOH stocks and organization.
Marina Bay Sands, Rise Restaurant
Service Attendant
08.2011 - 06.2015
Job overview
- Maintained the cleanliness and orderliness of the workstation.
- Answered guests' questions about menu items and helped them make selections.
- Verified accuracy of orders and proper proportions before serving to customers.
- Coordinate daily customer service operations.
- Trained and coached newly hired team members in restocking items and delivering good service to customers.
- Greeted customers and offered preferred seating if available.
- Communicated clearly with cooking staff, confirmed orders, and answered questions.
Aspial-Lee Hwa Jewellery Pte. Ltd.
Business Developer
12.2010 - 07.2011
Job overview
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Identify customer needs and power of spending to offer the most suitable product.
- Ensure everyday inventory to be complete before the end of operation.
- Maintained high level of integrity by keeping sensitive client data.
Focus Network Agencies (The Cocoa Trees)
Retail Executive
04.2008 - 04.2010
Job overview
- Managed and maintained purchase orders and invoices.
- Placed orders for merchandise consistent with quality, quantity and other specification requirements.
- Monitored and analyzed sales records, trends, or economic conditions to anticipate consumer buying patterns.
- Collaborated with sales team to identify and fulfill customer needs.
- Maintenance of product freshness by observing the FIFO (First In, First Out).
Education
Batangas State UniversityBatangas City, Philippines
Bachelor of Science from Hotel And Restaurant Management
07.2007
Skills
- Interpersonal skills
- Upselling technique
- Problem-solving skills
- Operational Efficiency
- Performance Strategies
- Specials Promotion and Upselling
- Wine and Liquor Service
- Food and Beverage Pairings
- Safety and Sanitation
- Drink Preparation Knowledge
- Workflow Coordination
Timeline
Restaurant Captain
Marina Bay Sands, Club 55 Lounge
02.2020 - 03.2023
Restaurant Captain
Marina Bay Sands, Bread Street Kitchen by Gordon Ramsay
06.2015 - 02.2020
Service Attendant
Marina Bay Sands, Rise Restaurant
08.2011 - 06.2015
Business Developer
Aspial-Lee Hwa Jewellery Pte. Ltd.
12.2010 - 07.2011
Retail Executive
Focus Network Agencies (The Cocoa Trees)
04.2008 - 04.2010
Batangas State University
Bachelor of Science from Hotel And Restaurant Management
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