Verlene Sarmiento
Auburn,NSW
Summary
Background includes improving performance, reducing costs and eliminating waste to maximize profitability of food service operations. Strategic planner with superior communication and problem-solving abilities.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Accor Hotels
10.2023 - Current
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Maintained a clean and welcoming lobby, ensuring a positive first impression for guests.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained high level of professionalism and discretion when dealing with guests.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
Restaurant Manager
Vitaly Italian Restaurant
03.2021 - Current
- Improved overall customer satisfaction by implementing new service standards and staff training programs.
- Increased restaurant revenue by optimizing table turnover rates and enhancing menu offerings.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Developed, implemented, and managed business plans to promote profitable food and beverage sales.
- Reconciled cash and credit card transactions to maintain accurate records.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
Food and Beverage Supervisor
Accor Hotels
10.2020 - Current
- Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
- Improved team productivity by providing comprehensive training on food safety standards, inventory management, and customer service techniques.
- Streamlined operations by implementing effective scheduling strategies for staff, balancing workload, and minimizing labor costs.
- Increased revenue with targeted upselling of high-margin menu items during peak dining hours.
- Optimized inventory control with regular audits, reducing waste, and effectively managing stock levels for optimal freshness.
- Controlled food costs and managed inventory.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Maintained sound financial footing by overseeing department profit, loss and budgeting.
- Planned operations to effectively cover needs while controlling costs and maximizing service.
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
Food and Beverage Attendant
Moore Park Golf Course
12.2021 - 01.2023
- Enhanced customer satisfaction by providing attentive service and anticipating guests'' needs.
- Maintained clean and organized dining areas for an enjoyable guest experience.
- Assisted in menu development, resulting in increased sales and positive feedback from customers.
- Streamlined beverage preparation processes, leading to faster service times and higher customer satisfaction.
- Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
- Resolved customer complaints promptly and professionally, turning potentially negative experiences into positive ones.
- Supported management in implementing new policies or procedures as needed for continuous improvement efforts within the establishment.
- Trained new staff members on company policies and procedures.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Monitored food and beverage supplies, assisting with restocking when needed.
Education
Bachelor of Science - Hospitality And Tourism Management
Academies Australasia Polytechnic
Sydney, NSW10.2019
Skills
- Hospitality Services
- Effective Planning
- Hospitality Best Practices
- Issue Resolution
- Writing and Verbal Communication
- Customer Rapport
- Decision-making abilities
- Complaint handling
- Strong interpersonal skills
- Listening Skills
- Conflict resolution
- Staff Management
- Work Procedures Evaluation
- Train Employees
- Task Delegation
- Knowledge of Candidates
- Reservation Coordination
- Food Safety and Quality
- Promotions and Specials
- Guest Relations Management
Certification
- Food Handling Certificate
- Barista Certificate
- Responsible Service of Alcohol Certificate
Languages
English
Full Professional
Tagalog
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Guest Service Agent
Accor Hotels
10.2023 - Current
Food and Beverage Attendant
Moore Park Golf Course
12.2021 - 01.2023
Restaurant Manager
Vitaly Italian Restaurant
03.2021 - Current
Food and Beverage Supervisor
Accor Hotels
10.2020 - Current
Bachelor of Science - Hospitality And Tourism Management
Academies Australasia Polytechnic
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