Katheleen Estrada Quiñones
Summary
Over a decade of experience in the hospitality industry, recognized for delivering exceptional customer service and independently navigating complex scenarios to exceed guest expectations. Recently completed a bachelor's degree in Biology with minors in Psychology and Marketing, showcasing a commitment to continuous learning and versatility. Proven track record as a professional hospitality specialist in fast-paced dining environments, adept at managing tables efficiently and ensuring guest satisfaction. Renowned for reliability, effective communication, teamwork, adaptability, and a consistently positive attitude that drives results.
Overview
14
14
years of professional experience
Work History
Restaurant Waiter
Sheraton Convention Center
01.2023 - 10.2024
- Delivered exceptional customer service, ensuring guest satisfaction through attentive dining experiences.
- Collaborated with kitchen staff to expedite orders and maintain smooth service flow.
- Trained and mentored new waitstaff on menu knowledge and service protocols.
- Managed multiple tables efficiently, prioritizing tasks to enhance dining experience.
- Assisted in inventory management, conducting regular stock assessments for operational efficiency.
- Implemented upselling techniques, increasing revenue through enhanced guest engagement.
- Resolved customer complaints promptly, maintaining a positive restaurant atmosphere.
- Cultivated warm relationships with regular customers.
- Supported fellow waitstaff through teamwork during busy times, sharing responsibilities as needed.
- Managed multiple tables simultaneously while maintaining high levels of accuracy on order placement and delivery.
- Developed strong rapport with regular customers, encouraging repeat visits and loyalty to the establishment.
- Increased sales significantly by upselling higher-end products to customers.
Bartender
Courtyard by Marriott
08.2015 - 03.2020
- Worked two-hundred and forty weeks (240) from eight (8) to ten (10) hours, five (5) days a week.
- Managed bar area, cocktail and menu design, handled inventory, regulation compliance and customer relationships.
- Knowledge in bar equipment and sanitation standards.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed regular bar inventories and daily requisition sheets.
- Trained new bartenders on drink preparation and upselling techniques.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Followed alcohol awareness procedures for preventing intoxication and dealing with intoxicated guests.
- Improved customer service wait times to mitigate complaints.
Waiter
Courtyard by Marriott
01.2012 - 07.2015
- Worked one-hundred and forty weeks (140), eight (8) to ten (10) hours, five (5) days a week.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Stocked server areas with supplies before, during and after shifts.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
- Delivered food from kitchen, fulfilling additional requests to maximize guest satisfaction.
- Helped customers select menu items by suggesting courses, explaining specials and answering food preparation questions.
- Maintained accuracy while handling payments, giving change and printing receipts for customers.
- Operated POS terminals to input orders, split bills and calculate totals.
- Developed strong and lasting resident relationships.
Receptionist and Administrative Assistant
Studio Sanzone Inc
01.2011 - 12.2011
- Worked forty-five (45) weeks, eight (8) hours, five (5) days a week.
- Coordinated appointment calendar and balanced schedules to promote optimal productivity.
- Input new documents, expenses and orders into system for timely recordkeeping.
- Used Microsoft Office suite programs daily for professional business correspondence, spreadsheet tracking and presentation preparation.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Managed office duties, ordered materials, organized workspaces, answered emails and made phone calls.
Education
Bachelor of Science - Biology
Universidad Sagrado Corazon
Puerto Rico05.2022
Minor Specialization - Digital Marketing
Universidad Del Sagrado Corazon
05-2022
Minor Specialization - Psychology
Universidad Del Sagrado Corazon
05-2022
Skills
- Outstanding customer service
- Bilingual reading, speaking and writing skills (Spanish-English)
- Quick learner
- Microsoft office domain
- Team worker
- Ability to work long periods
- Innovative thinking
- Decision-making skills
- Quality assurance
- Customer service
- Problem-solving
- Upselling techniques
- Guest engagement
- Effective conflict resolution
- Point of sale (POS) system operations
- Hospitality and accommodation
- Effective complaint resolution
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Italian
Elementary
Education and Training
other
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Restaurant Waiter
Sheraton Convention Center
01.2023 - 10.2024
Bartender
Courtyard by Marriott
08.2015 - 03.2020
Waiter
Courtyard by Marriott
01.2012 - 07.2015
Receptionist and Administrative Assistant
Studio Sanzone Inc
01.2011 - 12.2011
Bachelor of Science - Biology
Universidad Sagrado Corazon
Minor Specialization - Digital Marketing
Universidad Del Sagrado Corazon
Minor Specialization - Psychology
Universidad Del Sagrado Corazon