Silvana Marybel Zegarra Elguera
Lima
Summary
Proven leader in the hospitality sector with extensive experience at Royal Caribbean International and Seabourn Cruise Line, adept in enhancing customer satisfaction and streamlining operations. Skilled in food safety and team collaboration, I have successfully led teams to improve service quality and efficiency. My background in fine dining and problem-solving has consistently elevated guest experiences, fostering loyalty and operational excellence. Meticulous AMD with background in hospitality industry. Skilled in manning high-volume dining environment and delivering excellent customer service. Flexible and excels under pressure.
Overview
18
18
years of professional experience
Work History
Assistant Maitre D'
Seabourn Cruise Line Limited
09.2022 - Current
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Seabourn Ambassador
Seabourn Cruise Line Limited
03.2022 - 07.2023
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Studied job descriptions and qualifications to determine applicant requirements.
- Completed human resource operational requirements by scheduling and assigning employees.
- Adapted interview style to suit needs of position and candidate.
Senior Waiter
Seabourn Cruise Line Limited
03.2018 - 09.2022
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Mentored junior waitstaff to improve their skills and maintain a high standard of service, resulting in a more cohesive team.
- Answered customers' questions, recommended items, and recorded order information.
- Coordinated with kitchen staff to ensure timely delivery of orders while maintaining food quality standards.
Waiter
Seabourn Cruise Line Limited
09.2017 - 01.2018
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Utilized strong multitasking skills to manage multiple tables simultaneously while maintaining a high level of attention to detail.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
Head Waiter
Royal Caribbean International
07.2014 - 07.2016
- Developed strong rapport with returning guests, leading to increased customer loyalty and positive reviews.
- Trained staff members on use of POS system.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Supervised server staff and simultaneously served personal section of tables.
- Successfully resolved customer complaints, ensuring satisfaction and maintaining a positive atmosphere.
- Collaborated with kitchen staff to ensure timely and accurate order delivery for guest satisfaction.
- Improved communication between front-of-house and back-of-house teams, resulting in smoother operations during peak hours.
- Conducted regular performance evaluations for wait staff to continually improve service quality.
Lead Waiter
Royal Caribbean International
04.2012 - 06.2014
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Safeguarded food quality and presentation standards by closely monitoring kitchen output and coordinating with chefs.
- Supported management in achieving revenue goals through upselling techniques such as recommending daily specials or wine pairings.
- Exceeded guest expectations by going above and beyond regular service duties, such as accommodating special requests or dietary restrictions.
Waiter
Royal Caribbean International
08.2008 - 03.2012
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Utilized strong multitasking skills to manage multiple tables simultaneously while maintaining a high level of attention to detail.
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Complied with all company policies regarding uniform standards, punctuality, and professionalism.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Assistant Waiter
Royal Caribbean International
06.2006 - 08.2008
- Assisted waitstaff in taking and delivering accurate food and beverage orders, ensuring prompt service.
- Managed multiple tables simultaneously, prioritizing tasks to meet all customer needs efficiently.
- Helped maintain inventory levels by restocking supplies as needed throughout the shift.
- Collaborated with management to address any discrepancies or areas of improvement in the overall dining process, fostering a culture of continuous growth and development.
- Assisted in setting up the restaurant before opening hours, ensuring proper table settings and a welcoming atmosphere for guests upon arrival.
- Greeted guests warmly upon arrival, guiding them to available tables or waiting areas when necessary.
Education
Bachelor of Accountancy - Accounting And Finance
Universidad Nacional Del Callao
Lima 07.2003
English Teacher - Teaching English As A Second Language
Instituto Cultural Peruano Norteamericano
Lima, Peru06.2001
Skills
Food safety understanding
Fine dining experience
Marketing and Promotions
Table Setting Proficiency
Foreign language fluency
Effective Multitasking
Teamwork and Collaboration
Problem-Solving
Time Management
Reliable and Responsible
Team Leadership
Monitoring Food Preparation
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Assistant Maitre D'
Seabourn Cruise Line Limited
09.2022 - Current
Seabourn Ambassador
Seabourn Cruise Line Limited
03.2022 - 07.2023
Senior Waiter
Seabourn Cruise Line Limited
03.2018 - 09.2022
Waiter
Seabourn Cruise Line Limited
09.2017 - 01.2018
Head Waiter
Royal Caribbean International
07.2014 - 07.2016
Lead Waiter
Royal Caribbean International
04.2012 - 06.2014
Waiter
Royal Caribbean International
08.2008 - 03.2012
Assistant Waiter
Royal Caribbean International
06.2006 - 08.2008
Bachelor of Accountancy - Accounting And Finance
Universidad Nacional Del Callao
English Teacher - Teaching English As A Second Language
Instituto Cultural Peruano Norteamericano
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