Raphael Cardoso
London,ON
Summary
Proactive Front Desk and Customer Service Representative with extensive experience in hospitality and restaurant environments. Skilled in managing high call volumes, handling reservations, and improving customer satisfaction through efficient service and problem-solving. Adept at creating welcoming atmospheres and fostering strong guest relationships, driving repeat business and positive reviews. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
3
3
years of professional experience
Work History
Front Desk / Customer Service Representative
Wyndham Hotel
02.2024 - 04.2024
- Supported sales initiatives by informing potential customers about available promotions or special rates when handling reservation inquiries.
- Consistently maintained an organized workspace at the front desk, contributing to a professional atmosphere in the hotel lobby area.
- Managed high call volume with professionalism, ensuring that all phone calls were answered quickly and accurately.
- Created and maintained pleasant and calming environment to deliver excellent experience for members and guests.
- Handled guest complaints with empathy and understanding, working towards satisfactory resolutions.
- Communicated reservation rates and information using suggestive selling techniques to increase occupancy and revenue.
- Maintained a welcoming environment for guests by consistently providing friendly and efficient service.
- Streamlined check-in and check-out processes, leading to reduced wait times for guests.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues at the front desk.
- Improved overall operational efficiency of the front desk through effective time management skills and multitasking abilities during peak hours.
- Developed strong rapport with guests, resulting in positive reviews and repeat business for the hotel.
- Collaborated with housekeeping staff to ensure rooms were ready for arrivals in a timely manner.
- Updated guest profiles with relevant information using hotel management software systems effectively, ensuring accuracy in record-keeping practices.
- Greeted and verified members and guests upon entry to optimize security.
- Processed payments securely, maintaining accurate records of transactions at all times.
- Provided exceptional concierge services to guests, offering recommendations on local attractions, dining options, and transportation arrangements when needed.
- Facilitated smooth interdepartmental communication regarding guest needs or concerns, fostering a collaborative work environment among staff members.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
Administrative Assistant / Restaurant Host /Restaurant Waiter
Restaurante Terraço
07.2023 - 02.2024
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained aclean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Utilized knowledge of menu to make recommendations, enhancing customer dining experience.
- Streamlined order-taking process to minimize wait times for diners.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Contributed to team success through effective communication and cooperation with coworkers and management.
- Increased restaurant efficiency by maintaining an organized host stand, including menus, reservation logs, and seating charts.
- Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.
- Assisted servers with food delivery during peak hours to ensure timely service for all guests.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Facilitated positive first impressions for guests through friendly greetings, professional attire, and genuine enthusiasm for their visit.
- Provided patrons with estimated waiting times during peak service hours.
- Assisted customers with delivering orders, carrying additional trays and helping dish out items.
- Delivered pick-up and curbside orders to guests.
- Promoted business loyalty by fostering positive customer relationships.
Restaurant Waiter
Restaurante Terraço
11.2020 - 02.2021
- Maintained clean and organized dining areas for optimal guest experience.
- Cultivated warm relationships with regular customers.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Answered customers' questions, recommended items, and recorded order information.
- Maintained professional demeanor under pressure while managing challenging situations involving dissatisfied customers.
Education
Certificate - Practical Nursing
05.2027
High School Diploma -
11.2021
Skills
- Professionalism and Courtesy
- Customer experience management
- Data Entry
- Stress Tolerance
- Customer Focus
- Payment Processing
- Administrative Support
- Fluent in Multiple Languages
- Teamwork and Collaboration
- Problem-Solving
- Multitasking Abilities
- Calm and Professional Under Pressure
Languages
Portuguese
Native or Bilingual
English
Full Professional
Spanish
Full Professional
German
Professional Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Technology
Music
Video Games
Sports
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