Maria Rodriguez
Brixton
Summary
Motivated professional with a strong focus on guest satisfaction and team collaboration. Excels in problem-solving and communication, ensuring a seamless dining experience for all guests. Demonstrates resilience and adaptability in high-pressure environments, committed to upholding safety and quality standards.
Overview
2026
2026
years of professional experience
Work History
F&B Guest Experience
Shiva Hotels
London, Greater London
07.2023 - 02.2026
- Collaborated with F&B and the Front of House to achieve target results on guests' F&B requests and amenities.
- Managed complaints with calm, clear communication and problem-solving, proactively and personalised when necessary.
- Built and maintained courteous and effective working relationships within the F&B team and other hotel departments.
- Trained and mentored employees to maximise team performance.
- Prepared communications and reports.
- Promoted a safe working environment by implementing regulatory standards, policies, guidelines on food safety, and HHCCP.
- Developed excellent knowledge of the à la carte restaurant, RS, and wine and spirits menus, promoting, personalising, and upselling proactively.
Room Service Waiter
Como Metropolitan Hotel
London, Greater London
10.2009 - 05.2013
- Managed multiple room service food and drink orders through the phone efficiently,demonstrating exceptional knowledge of the Food, Wine, and Spirits menu, suggesting, promoting, and upselling items proactively.
- Delivered room service orders to guests promptly, maintaining high levels of customer satisfaction. Monitored guest feedback on room service, implementing changes based on guests' suggestions, tastes, or allergies.
- Prepared and presented bills to guests, processing payments through various methods, including EPOS.
- Maintained cleanliness and organisation restaurant, bar and service areas, trolleys, and trays, adhering to health and safety regulations.
- Handled guests' complaints with empathy and professionalism, resolving issues and striving for guests' satisfaction.
- Collaborated with kitchen, restaurant, and bar staff to ensure smooth operation and quick resolution of any service delays.
- Helped bar staff prepare cocktails and drinks, and restock inventory before service.
- Assisted in the planning and execution of special events and functions, providing exceptional service to large groups.
- Coordinated with housekeeping to ensure rooms were prepared for guests special requests or amenities
- Contributed to the hotel's reputation for excellence in excllent ecustomer service through consistent performance.
Waiting Staff Member
Secrets Bahia Real Resort and Spaa
Fuerteventura canary Islands , Spain
01.2005 - 05.2008
- Greeted guests upon arrival at the hotel's restaurant, providing a warm, welcoming atmosphere, personalized when proceed and seating them promptly.
- Demonstrated knowledge of breakfast and dining menus, expensive wines and drinks, and suggested pairings confidently. Promoting and upselling new dishes, cocktails, and drinks.
- Ensured dishes looked stunning and presentable by quality inspecting food before delivering to tables.
- Monitored guest satisfaction throughout dining experience, addressing any issues with prompt resolutions. Enquired about guest satisfaction, anticipated additional needs and happily fulfilled ad-hoc requests.
- Handled customer complaints with empathy and professionalism, resolving issues to the satisfaction of all parties involved.
- Processed paymens though EPOS.
- Performed end-of-day closing duties, including cleaning tables, sweeping floors, and preparing the dining area for the next day.
- Upheld health and safety standards in all work areas, adhering to regulations to ensure a safe dining environment.
- Assisted new staff members by providing on-the-job training and support, enhancing team competence and service quality.
Waiting Staff Member
Oasis Papagayo Sport Resort
Fuerteventura, Canary Islands , Spain
05.2001 - 11.2004
- Delivered meals and beverages promptly, ensuring orders were correct and met customer satisfaction and expectations, facilitating a welcoming atmosphere, engaging in friendly conversation with guests to enhance their dining experience, and serving each guest with a sincere, positive, and enthusiastic attitude.
- Coordinated with kitchen staff to communicate special requests or dietary needs.
- Resolved customer complaints and requests as soon as possible, to maintain high guest satisfaction.
- Documented customer orders, calculated bills, and processed payments to the guests' accounts.
- Reset tables between guests to maintain professional dining space and minimise service delays.
- Upheld high standard of cleanliness in all work areas to comply with health and safety regulations.
- Provide help, support, and motivation to new F&B team members.
Waiting Staff Member
Oasis Papagayo Sport Resort
Education
ACCA level 3 - Accounting
Lambeth College
London07-2012
Level 2 - NVQ Customer service
Como Hotels
London01-2012
Lambeth College
Clapham Common06-2017
Skills
- Good communication
- Problem-solving
- Cultural awareness
- Attention to detail
- Leadership
- Resilience
- Cocktail-making
- Interpersonal skills
- IQ
- Operation Organisation
- Financial awareness
- Customer Service
- Proactive up-selling
- Event coordination
- Efficient time management
- Discretion
- Good communication by telephone
- Upselling techniques
- Team building
- Food safety compliance
Accomplishments
- Been mentioned by the guests on Trip Advisor regarding exceptional service during Afternoon teas and memorable nights at the bar and restaurant
- Reduced customer complaints to 0, generating positive feedback
- Consistently achieved top ratings in quarterly mystery guests assessments, regarding exceptional customer service
Languages
Fluent English
Portuguese
Spanish
Projects
Pairing knowledge
Awards
- ACCA Level 3 Certificate
- Customer Service NVQ level 2
- Allergens certificate
- Cosh certificate
- Health and safety level 2 certificate
- Excel, POS, MS Office
Interests
- Circling
Timeline
F&B Guest Experience
Shiva Hotels
07.2023 - 02.2026
Room Service Waiter
Como Metropolitan Hotel
10.2009 - 05.2013
Waiting Staff Member
Secrets Bahia Real Resort and Spaa
01.2005 - 05.2008
Waiting Staff Member
Oasis Papagayo Sport Resort
05.2001 - 11.2004
Waiting Staff Member
Oasis Papagayo Sport Resort
ACCA level 3 - Accounting
Lambeth College
Level 2 - NVQ Customer service
Como Hotels
Lambeth College