Ma. Victoria Delicana
Hostess
Summary
Dynamic and qualified Hostess with a proven track record of delivering exceptional customer service and optimizing seating arrangements for maximum efficiency. Expertise in managing high-traffic periods while fostering a welcoming atmosphere that enhances guest satisfaction. Committed to elevating the dining experience through effective communication and problem-solving skills, complemented by a friendly demeanor and an infectious smile. Eager to embrace company standards and continuously learn to contribute positively to the team.
Overview
8
8
years of professional experience
Work History
Seating Hostess
Fred Olsen Cruise Line
04.2022 - 08.2022
- Enhanced customer satisfaction by promptly greeting and seating guests in a welcoming manner.
- Provided exceptional customer service by accommodating special requests and addressing any concerns or issues that arose during guests'' visits.
- Collaborated with kitchen staff to relay any food allergies or dietary restrictions communicated by guests during seating process.
- Leveraged strong interpersonal skills to establish rapport with guests and provide personalized service throughout their visit.
- Demonstrated adaptability amidst unexpected changes in reservations or staffing situations, adjusting accordingly to maintain optimal service levels for all guests.
- Maintained an organized and efficient seating system, ensuring minimal wait times for guests.
- Handling two restaurants: the main restaurant and buffet.
- Answered customer questions about hours, seating, and menu information.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Opened and closed seating sections according to volume of guests.
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
- Assisted customers with delivering orders, carrying additional trays and helping dish out items.
- Rearranged tables and chairs for large parties and retrieved high chairs for children.
- Took initial drink orders and relayed information to wait or bar staff.
- Seated patrons based on guest preferences and seating availability.
- Escorting guests to their table preference, especially those who would like to be seated by the window when it is not busy; however, during peak hours, the table plan must be followed to enable the restaurant's capacity to be maximized.
- check on the guests.
- Knowing guests' preferences in food, and how they like to be approached.
- Checking guests' tables for service satisfaction and other dining concerns.
- Prioritized guest safety and satisfaction by adhering to company guidelines regarding emergency procedures, conflict resolution strategies, and overall customer service standards.
- Managed high-volume periods effectively by maintaining a calm and professional demeanor, ensuring all guests received prompt attention and care.
- Utilized strong multitasking skills to manage multiple responsibilities simultaneously while maintaining poise under pressure.
- Increased restaurant accessibility for patrons with disabilities by identifying appropriate accommodations and making necessary arrangements upon arrival.
- Provided patrons with estimated waiting times during peak service hours.
Customer Service Associate
Legato Health Technology Anthem
10.2021 - 04.2022
- Call Center Agent of Dental Account
- Receiving inbound calls from the Doctors clinic, Doctor's secretary inquiring for the patient's insurance status and updates
- Providing Dental information of the members insurance benefits and claims.
- Reminding the date of treatments and the next visit.
Specialty Restaurant Hostess
Holland America Line
11.2018 - 08.2019
- Overseeing the restaurant during operation.
- Doing admin work like sales reports, sorting out advance reservations from the final manifest for the next voyage two days before embarkation, printing gift orders, and having them delivered to the guest room the night before they embark.
- Assigning table for guests.
- Mingling with guests during the sail-away party at the aft.
- Greeting guests in the buffet area and inviting them to try our specialty restaurants for their dinner.
- Conducting a briefing and tackling some previous issues to prevent them from happening again in the present, before the dinner operation starts.
- Ensuring everyone follows the standard operating food service for the safety of our guests.
- Visiting each guest's tables to check how the food and service are going.
- Setting up utensils on the tables and helping the waitress clean the tables after the guests' dinner.
- Make sure by the end of the shift to be the last person to leave the restaurant, cleaning my designated area, and checking the whole restaurant to ensure that we follow the strict protocols of cleanliness of the United States Public Health (USPH) to maintain the standard for continuous operation of the vessel in the cruise line industry, and of course, to maintain the fleet rank.
- Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
- Checked in with servers to confirm preparedness before seating customers.
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Supported restaurant promotions and events by informing guests of upcoming happenings or special menu items.
- Collaborated with servers to ensure smooth transitions between tables, minimizing wait times for guests.
- Resolved guest complaints professionally, taking appropriate action to address issues and improve future experiences.
- Complied with food safety and food hygiene regulations to safeguard public health.
- Promoted repeat business through engaging conversations with guests, remembering preferences, and personalizing their experiences.
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
Receptionist
Caviar Restaurant
01.2018 - 11.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Contributed to team effectiveness by providing ad-hoc support to various departments during peak periods.
- Handled assignments independently with good judgement and critical thinking skills.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Help prepare simple bar drinks when the barista or bartender is busy.
- Serve guests food on the table.
- Set up and clean the tables to be ready for the next customers.
- Cleaning the assigned area when the restaurant is closing.
Receptionist
Marina Bay Spa and Lifestyle Club by Vikings Inc.
03.2017 - 01.2018
- Front office - for Reservations and sales report
- Checking in guests for their treatment.
- Tour guests for an ocular visit.
- Allocate room for guests' treatments.
- Ensuring facilities or treatment rooms are clean and ready for guests.
- Always make sure to provide guests with excellent treatment and a relaxing spa experience.
- Offer tea after the treatment, and escort them to a relaxing lounge.
- Maintained a well-organized reception area, contributing to a welcoming environment for visitors.
- Managed multiple tasks and met time-sensitive deadlines.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained visitor log for entering and leaving facility for security purposes.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Enhanced visitor experience by providing detailed information and assistance as needed.
- Facilitated smooth communication channels by promptly forwarding messages to appropriate departments. (Spa and F&B Department)
- Confirmed appointments, communicated with clients, and updated client records.
- Update and inform clients about their treatment package availed.
- Maintained confidentiality of information regarding clients and company.
-
VIP Club Room Assistant
Sun City Group Manila at Solaire Resort and Casino
02.2016 - 12.2016
- Assisting first-time guests with membership registration and updating details for existing clients.
- Serving complimentary fruits and drinks to the VVIPs upon arrival.
- Preparing coffee or tea, and taking any additional orders from the members.
- Offering a complimentary blanket to guests who are feeling cold inside the gaming room.
- Maintaining table gaming and dining clean at all times.
- Clearing soiled dishes, used glasses, cups, utensils, and dirty ashtrays from the tables.
- Enhanced overall guest experience through courteous interactions and prompt assistance when needed.
- Participated in regular training sessions to stay up-to-date on industry best practices and hotel policies.
- Promoted a positive work environment by effectively communicating with colleagues and supervisors.
- Performed routine inspections of rooms for any maintenance issues, reporting findings to appropriate departments for resolution promptly.
- Contributed to the reduction of lost property incidents by carefully documenting found items and notifying management promptly.
- Consistently demonstrated professionalism through personal appearance and demeanor while interacting with guests or staff members.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Maintained inventory of beverage supplies and reported low stock levels to supervisors or the waiter assigned in a timely manner.
Sales Consultant
Perps Skin and Body Center Medspa UPHDMC
09.2015 - 02.2016
- Giving free trial service like facial diamond peel
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Responded to telephone and in-person requests for information.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Followed up with existing customers to provide additional support and address concerns.
- Conducted comprehensive product demonstrations for clients, resulting in increased understanding of features and benefits.
- Facilitated smooth transactions by efficiently handling paperwork, processing payments, and addressing any concerns or questions from the client promptly.
- Product presentation to clients.
- Built relationships with customers and community to promote long term business growth.
- Negotiated prices, terms of sales and service agreements.
- Met existing customers to review current services and expand sales opportunities.
Territory Manager
Endure Medical Inc.
06.2014 - 09.2015
- Daily Report to the MD's Hospitals and Clinics.
- Product presentation at the doctors' convention and for target clients.
- Prepare and personally deliver the products to MDs for urgent needs.
- Collecting payments, both check and cash.
- Email the daily report to the Sales Manager, Marketing Manager, and CEO.
- Sales report every three months with the CEO.
- Developed strong relationships with key decision-makers, fostering trust and loyalty in the assigned territory.
- Improved customer satisfaction and retention through frequent visits, timely response to inquiries, and effective problem resolution.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Established successful account relationships by building rapport and maintaining consistent communication.
- Attending regular training sessions with marketing experts to enhance product knowledge and overall sales skills.
- Negotiated contracts skillfully, securing long-term agreements with clients that contributed significantly to revenue growth.
- Expanded territory coverage by strategically identifying and targeting high-potential accounts.
- Cultivated relationships with key accounts in territory and provided support to drive customer satisfaction.
- Demonstrated exceptional presentation skills during client meetings, showcasing product benefits and value propositions effectively, plus giving away product samples.
Education
Hotel and Restaurant Services Technology
Virginia Institute of Technology
Barotac Viejo, Iloilo04.2013
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Bay – Ang, National High School
Bay-Ang, Ajuy, Iloilo04.2007
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Beatriz D. Tupas Memorial Elementary School
Bay-ang Ajuy, Iloilo04.2003
Skills
Basic Flaring – 1st place Bartending Competition
Costumer Care – Soft Skill Awardee
National Certificate Level 2 Food and Beverage
National Certificate Level 2 Commercial Cooking
Table assignment
Personal grooming
Phone etiquette
Guest relations
Seating arrangement
Table setting
Cleaning and sanitation
Greeting guests
Guest complaint resolution
References
Paolo Tognon, Staff Captain, pootognon@gmail.com, +639298704350, Fred Olsen Cruise Line
Vinay Barnes, Beverage Manager, Vinay.barnes@yahoo.com, +919820702022, Holland America Line
Interests
Yoga, Swimming, Singing, Dancing, Traveling/Adventurist, Drinking Coffee, Listening Peaceful or Relaxing Music, Cleaning and Organizing My Space, Driving
Timeline
Seating Hostess
Fred Olsen Cruise Line
04.2022 - 08.2022
Customer Service Associate
Legato Health Technology Anthem
10.2021 - 04.2022
Specialty Restaurant Hostess
Holland America Line
11.2018 - 08.2019
Receptionist
Caviar Restaurant
01.2018 - 11.2018
Receptionist
Marina Bay Spa and Lifestyle Club by Vikings Inc.
03.2017 - 01.2018
VIP Club Room Assistant
Sun City Group Manila at Solaire Resort and Casino
02.2016 - 12.2016
Sales Consultant
Perps Skin and Body Center Medspa UPHDMC
09.2015 - 02.2016
Territory Manager
Endure Medical Inc.
06.2014 - 09.2015
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Bay – Ang, National High School
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Beatriz D. Tupas Memorial Elementary School
Hotel and Restaurant Services Technology
Virginia Institute of Technology