Lovely May Lofranco
Edmonton,AB
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Server/Host
The Old Spaghetti Factory
Edmonton, AB
01.2024 - Current
- Managed reservations, waitlists, and special requests for large parties.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Monitored dining area to assess server capacity and estimate wait times.
- Performed walk-throughs during service to monitor guest satisfaction and advise serving and bussing staff of specific guest needs.
- Informed customers of daily specials and signature menu items.
- Accurately recorded orders on cash register and point-of-sale system.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Upselling additional products when appropriate.
- Delivered food orders promptly and courteously.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
Floor Supervisor
Margo - INK Entertainment
Toronto, ON
06.2023 - 12.2023
- Supervise and conduct training sessions for new staff and ongoing training for existing team members.
- Schedule and coordinate work shifts to ensure optimal coverage during peak hours.
- Manage reservations, seating arrangements, and guest lists efficiently.
- Foster effective communication between front-of-house and kitchen staff.
- Collaborate with management on menu changes, promotions, and special events.
- Ensure a high standard of customer service is maintained by all support staff.
- Address customer inquiries and concerns promptly, maintaining a positive customer experience.
- Processed customer payments accurately and efficiently.
Server/Host
Clio - INK Entertainment
Toronto, ON
12.2022 - 12.2023
- Escorted guests to seating area, furnished menus and highlighted daily specials.
- Provided exceptional service to high volume of daily customers.
- Operated POS terminals to input orders, split bills and calculate totals.
- Tracked seated guests and available seating using computer-based and mobile reservation software.
- Collected reservation information and communicated updates to guests via mobile device or in-person.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Addressed complaints to kitchen staff and served replacement items.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
Customer Service Supervisor
ResultsCX
Cebu, Philippines
05.2021 - 10.2022
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
Customer Service Representative
ResultsCX
Cebu, Philippines
04.2020 - 05.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Flight Attendant
Jeju Air
Cebu , Philippines
04.2019 - 03.2020
- Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
- Demonstrated safety equipment and procedures to meet FAA guidelines.
- Greeted passengers to assist in finding seating assignments and properly stowe items in overhead or under-seat storage.
- Conducted preflight checks to assess general condition and cleanliness of aircraft.
- Anticipated needs of passengers to enhance comfort and promote enjoyable flight.
- Offered answers to passengers' questions and resolved issues that arose during flights.
- Followed safety, passenger and supply pre-flight checklists.
- Managed refreshments cart at scheduled intervals to give passengers food and beverages.
- Demonstrated proper use of seat belts, oxygen masks and flotation devices to prepare for emergencies.
- Kept customers seated and carry-on baggage stored properly to comply with safety regulations and procedures.
- Restocked and organized food, beverage and passenger items inventory.
Passenger Service Agent
Jeju Air
Cebu, Philippines
11.2017 - 02.2019
- Operated computerized system to handle ticketing and check-ins.
- Assisted passengers with reservations, ticketing and adjustments to itinerary.
- Keyed passenger information into ticketing reservation system to process boarding passes.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Greeted passengers and provided boarding instructions.
- Kept passengers informed by announcing important information about itineraries, flights and luggage.
- Managed gate, ramp and cabin services for each flight.
- Carried and operated radio or pager to communicate with airport personnel.
- Interpreted identification labels and tags to properly route baggage and cargo.
Server
Chikaan sa Cebu
Cebu , Philippines
03.2016 - 10.2017
- Provided exceptional service to high volume of daily customers.
- Greet and seat guests in a friendly and efficient manner.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Take food and drink orders accurately and promptly.
- Deliver food and beverages to tables in a timely manner.
- Ensure tables are clean and properly set for the next guests concerns or inquiries.
- Ensure tables are clean and properly set for the next guests.
- Handle cash transactions and operate the POS system.
- Collaborate with kitchen staff to ensure accurate order preparation and timely delivery.
Education
Diploma - Hospitality And Tourism Management Co-op
Toronto School of Management
08.2024
Bachelor of Science - Airline Management
Indiana Aerospace University
03.2018
Skills
- Scheduling
- Staff Management
- Attention to Detail
- Communication Skills
- Flexible Schedule
- Order Management
- Responsible and Trustworthy
- Guest Relations Management
- Teamwork and Collaboration
- Performance Improvement
- Customer Service
- Problem-solving
- Critical Thinking
- Safe Food Handling
- Time Management
- Serving
- Leadership
- Multitasking
- Team Player
- Guest Engagement
- Problem-Solving
- Staff Training
- Performance Management
- Restaurant Experience
Certification
- ProServe
- Smart Serve
- Food Handler Certificate
- Workplace Hazardous Materials Information System
- Accessibility for Ontarian's with Disabilities Act
- Worker Health and Safety Awareness - Ministry of Labour, Training & Skills Development
- Supervisor Health and Safety Awareness, Ministry of Labour, Training & Skills Development
- Teamwork Fundamentals
- The Art of Menu Engineering
References
- Margo Floor Manager : Borhan Uddin - +1 437-421-7585
- Denny's General Manager : Naman Bhandari - +1 780-707-4785
- Royal Alexandra Hospital Unit Surgery Manager : Frederic Ramirez - +1 780-993-0477
Timeline
Server/Host
The Old Spaghetti Factory
01.2024 - Current
Floor Supervisor
Margo - INK Entertainment
06.2023 - 12.2023
Server/Host
Clio - INK Entertainment
12.2022 - 12.2023
Customer Service Supervisor
ResultsCX
05.2021 - 10.2022
Customer Service Representative
ResultsCX
04.2020 - 05.2021
Flight Attendant
Jeju Air
04.2019 - 03.2020
Passenger Service Agent
Jeju Air
11.2017 - 02.2019
Server
Chikaan sa Cebu
03.2016 - 10.2017
Diploma - Hospitality And Tourism Management Co-op
Toronto School of Management
Bachelor of Science - Airline Management
Indiana Aerospace University
Similar Profiles
Cooper WilsonCooper Wilson
Server at The Old Spaghetti FactoryServer at The Old Spaghetti Factory
Samantha De La CruzSamantha De La Cruz
Supervisor at The Old Spaghetti FactorySupervisor at The Old Spaghetti Factory
Olivia CondonOlivia Condon
Server/Hostess at The Old Spaghetti FactoryServer/Hostess at The Old Spaghetti Factory
Lilyanna LieblLilyanna Liebl
Restaurant Hostess/Restaurant Busser at The Old Spaghetti FactoryRestaurant Hostess/Restaurant Busser at The Old Spaghetti Factory
Harmanjot KaurHarmanjot Kaur
Warehouse Worker at AmazonWarehouse Worker at Amazon