Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Diana Mendoza

Toronto,ON

Summary

Accomplished leader with extensive experience at Hilton Hotel & Resort, specializing in guest relations management and optimizing dining crew workflows. Demonstrated ability to enhance customer satisfaction and streamline operations, resulting in significant improvements in the overall guest experience. Proficient in reservation planning and effective communication, consistently surpassing performance expectations.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Head Hostess

Hilton Hotel & Resort
Toronto, Ontario
08.2022 - Current
  • Provided a welcoming atmosphere by greeting guests with a smile.
  • Guided guests to their tables while providing detailed menu explanations.
  • Managed reservations through email, phone, and face-to-face interactions, maintaining a seamless booking experience.
  • Responded to all guest inquiries, including those related to disabilities, ensuring a welcoming and accommodating environment.
  • Liaised with servers, kitchen staff, and management to convey detailed event information.
  • Handled guest inquiries via phone, delivering exceptional customer service.
  • Managed room service orders and facilitated seamless payment transactions.
  • Anticipated potential problems and took appropriate action to prevent them from occurring.
  • Maintained inventory of supplies necessary for hosting duties such as menus, tablecloths, silverware.
  • Offered seating and other special accommodations to customers according to preferences and dining area volume.
  • Built positive relationships with other front-of-house and kitchen staff.

Call Center Operator

Compass Group of Canada
Toronto, ON
06.2021 - 02.2024
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Managed multiple projects simultaneously while meeting deadlines set by management team members.
  • Handled incoming calls and accurately recorded information into the system for administrative processing.
  • Executed CODE RED critical call protocols, delivering timely and precise information.
  • Executed duties for hospital porters and environmental aides with precision.
  • Addressed and managed engineering requests concerning hospital operations.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Maintained strong call control and quickly worked through scripts to address problems.

Food Service Supervisor

Compass Group of Canada
Toronton, ON
04.2018 - 03.2020
  • Oversaw work and guest areas to provide clean, tidy, and properly sanitized facilities according to established guidelines.
  • Delivered food prep training so that employees could effectively feed staff personnel.
  • Communicated effectively with wait staff regarding patron food allergies and dietary restrictions.
  • Managed inventory levels, ordering supplies as needed to maintain stock.
  • Restocked boardrooms and kitchenettes to prepare for the next scheduled event.
  • Relayed special add-on instructions to both kitchen and management teams.
  • Addressed and managed guest concerns throughout the duration of meetings and events.

Team Leader

Spoke Club
Toronto, ON
08.2016 - 03.2018
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Coordinated daily operations, ensuring team adherence to company policies and procedures.
  • Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
  • Worked closely with human resources to support employee management and organizational planning.
  • Facilitated order placement and payment handling seamlessly.
  • Organized and arranged room and audiovisual setup for forthcoming events and meetings.

Education

Some College (No Degree) - Tourism And Hotel Management

George Brown College
Toronto, ON
06-2012

High School Diploma -

Newtonbrook Secondary School
Willowdale, ON
10-2006

Skills

  • Reservation setting
  • Reservation planning
  • Menu presentation
  • Greeting and seating
  • Salesmanship
  • Dining crew workflow optimization
  • Guest relations
  • Dining customer service
  • Dining area maintenance
  • Reservation management
  • Restaurant software proficiency
  • Strong leadership
  • Safe food handling
  • Effective customer upselling
  • Group reservations management
  • Item promotion
  • Menu memorization
  • Special dietary requirements
  • Guest relations management
  • High volume dining
  • Dining room management
  • Bill computation
  • Table assignment
  • Check payment processing
  • Exceptional communication
  • Kitchen staff coordination
  • Guest service

Accomplishments

  • Spirit Award (GTHAA) nominee as Food and Beverage Ambassador
  • Recognized as Best of Employee

Certification

  • Food Handler Certificate
  • Smart Serve Certificate

Timeline

Head Hostess

Hilton Hotel & Resort
08.2022 - Current

Call Center Operator

Compass Group of Canada
06.2021 - 02.2024

Food Service Supervisor

Compass Group of Canada
04.2018 - 03.2020

Team Leader

Spoke Club
08.2016 - 03.2018
  • Food Handler Certificate
  • Smart Serve Certificate

Some College (No Degree) - Tourism And Hotel Management

George Brown College

High School Diploma -

Newtonbrook Secondary School
Diana Mendoza