Monica Zapata Reategui

• Delivered exceptional guest service for weddings, events and dining
• Assisted with front-of-house supervision during busy functions
• Maintained safe hygiene and food handling standards for full compliance.
• Directed staff in daily work assignments to help each achieve goals and uphold restaurant reputation.
• Set up event rooms, table plans and décor as requested.
• Coordinated with management on seating plans during high-traffic periods.
• Resolved guest issues professionally, restoring confidence and loyalty.
• Operated POS system and processed cash/card payments
• Trained new staff on service standards and food safety.
• Established positive rapport and relationships with event guests as Brand Ambassador
• Collaborated with marketing to develop promotional strategies for new menu items, increasing sales revenue.

• Handled customer complaints and problem-solving with poise in stressful environments
• Helped customers feel valued and appreciated by going the extra mile to answer questions.
• Followed-up on customer interactions to provide further support.
• Built rapport with customers through courteous and professional communications.
• Built long-lasting customer relationships by providing helpful, informative and attentive customer service.
• Used outstanding communication and interpersonal skills to build positive, professional face-to-face and over-the-phone customer relationships.
• Attended regular training to enhance performance and expand knowledge.
• Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
• Maintained up-to-date knowledge of products, services, and company policies to offer accurate information to customers.
• Adapted quickly toFCA-regulated insurance systems and processes.
• Handled complex customer enquiries in a high-volume contact centre.
• Resolved complaints and techni issues with empathy and professionalism.
• Built long-term customer relationships through clear communicatio.
• Met performance targets while maintaining high service standards.
• Supported vulnerable and distressed customers with patience and care.
• Used excellent listening skills to identify sales opportunities for product or service cross-selling

• Organised meetings, travel and diaries for senior managemen.
• Coordinated corporate events and internal functions.
• Handled confidential documents with discretion, maintaining the integrity of sensitive information.
• Developed and maintained a comprehensive database of contacts, streamlining communication processes.

• Supervised casino floor operations and frontline staff
• Resolved disputes and customer complaints professionally.
• Trained and mentored new team mambers.
• Ensured safe, fair gaming and regulatory complianc.
• Work in a fast_paced, multicultural guest environmen.
• Greeted incoming guests with enthusiasm to promote fun, memorable and exciting experience.

• Delivered high-quality gust service and game operatio.
• Built rapport with international customers.
• Maintained gaming standards and compliance.
• Calculated odds and received and paid-off bets on outcomes of sporting events or other interests.

• Assisted new members with casino and general gaming advice, aiding positive customer experiences..
• Demonstrated exceptional dexterity, dealing cards with meticulous precision and efficiency.
• Maintained game efficiency and integrity to consistently meet positive casino service expectations.

• Ensured passenger safety and compliance with aviation regulations.
• Managed conflicts and reassured passengers during disruption..
• Inspected interior of aircraft before, during and after flights to ensure proper stowing of emergency equipment.
• Delivered professional inflight customer service

• Pleasantly greeted passengers as they entered the aircraft and showed them where their seats were located.
• Comforted and provided reassurance to passengers during unforeseen or stressful events, such as flight turbulence and flight delays..
• Demonstrated and clearly explained safety processes and emergency procedures to passengers before take-off..
• be a good communicator, safety-focused, service-minded and highly flexible in my duties and schedule.

• Arranged tailored travel packages to align with customer needs and budgets.
• Built a loyal client base through exceptional service and communication.
• Efficiently resolved booking issues and complaints, minimizing inconvenience
• Took payments via credit and debit cards and handled all sensitive information with professionalism and discretion.

• Graduate

• Graduate

I got GCSE in all of those subjects