Shiela Mae Vertudazo
Canterbury,Aoraki Mount Cook National Park
Summary
Food and beverage professional with proven track record in leadership and operational management. Successfully improved service quality and guest experiences. Focuses on team collaboration and achieving high standards, adapting to changing requirements with ease. Known for excellent communication and conflict resolution skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Food and Beverage Team Leader
Hermitage Hotel
Aoraki/Mt Cook National Park
03.2025 - Current
- Developed a positive work environment by fostering open communication and teamwork among staff members.
- Responsible for smooth flow of service even under pressure in handling guest of over 200 to 400 guests per service.
- Addressed guest concerns promptly and professionally, ensuring guest satisfaction.
- Ensured food safety compliance by regularly conducting inspections and adhering to strict sanitation guidelines.
- Enhanced team productivity by providing consistent training and development opportunities.
- Maintained detailed records of all transactions, inventory levels, sales data for accurate reporting purposes.
- Resolved customer complaints involving food or beverage quality and service.
- Oversee opening and closing standard procedures, on service duties of each staff members, and ensuring effective teamwork and communicate openly and frequently.
- Selected wine, beer and alcohol products based on customer feedback and local product availability.
- Addressed customer complaints with professional demeanour and used communication and problem-solving skills to resolve issues.
Food and Beverage Attendant
Hermitage Hotel
08.2023 - 02.2025
- Process orders and serve food and beverage items to guests.
- Greeted and seated guests to provide friendly and welcoming experience.
- Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
- Opened, poured and served hot and cold beverages to customers to complement food and dining experience.
- Handled payment transactions accurately, ensuring accountability and proper financial reporting at the end of each shift.
- Collaborated with other food and beverage attendants to provide prompt, smooth and excellent service.
- Resolved customer complaints promptly and professionally, turning potentially negative experiences into positive ones.
- Trained new staff members on company policies and procedures.
- Ensuring guests are satisfied with their dining experience by delivering excellent customer service.
- Maintain a working knowledge of alcoholic and non-alcoholic beverages offered.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
- Perform other duties as assigned or required by upper management.
Cashier/Hostess
Aura Entertainment Services
10.2022 - 07.2023
- Greeting and welcoming guest upon entry, assist them in taking their orders while being very keen and thorough with the guests' order, especially with all allergies the guest might have and what they don’t eat.
- Handle all payment transactions from the guest via cash, card or any vouchers and give the exact change (for cash payment). Making sure that payment and changes are exact and input amount are exact to prevent any problem during turnover of cash trays.
- Handling cash-up and end of day reports for the restaurant with a capacity of 60 to 80 persons.
- Responsible for sending cash up and end of shift reports to manager.
- Responsible for closing the store and make sure all areas are neat and clean especially cutlery's, plates and condiments, all items have expiration labels and prepare all necessary preparations for next day service.
- Cross-sell and upsell products and advice guest for better options (promotions that the restaurant currently have) for their meal or food.
- Maintaining cleanliness and tidiness on work area.
- Performs other related duties as may be assigned by immediate superior.
Customer Service Representative/Documentation Staff
Borland Development Corporation
Tanauan, Batangas
10.2019 - 10.2022
- As a documents controller I am responsible for creating a database, reviewing, updating, and storing documents of more than 1000 buyers according to each subdivisions
- Contact and communicate with buyers in regards to all enquiries about their properties
- Attend weekly and monthly meetings and make monthly report presentations (house turnover, check payments for establishments and governments, buyer complaints) for all 6 subdivisions under my area.
- Communicate with liaisons in regards with any buyer concerns.
- Handle, check and monitor the movement of all files and records, by making own database via MS Office.
- Assist in releasing of documents to each departments, heads and clients.
- Maintain the integrity of working documents, security and access, and update documentation when revised.
- Answer large amount of phone calls and queries, resolving issues, and provide assistance to buyers.
- Handle buyers complaints, provide appropriate solutions and alternatives.
- Provide accurate, valid and complete information by using the right method/tools.
- Build sustainable relationships and trust with buyers through open and interactive communication.
- Performs other related duties as may be assigned by immediate superior and take extra mile to engage and satisfy buyers.
Waitress
Palma Group, LLC
Medina Centrale, The Pearl-Qatar
11.2015 - 08.2018
- Greet customers with a smile upon entering the restaurant which can occupy 40-50 persons, make them choose a comfortable table if possible, when settle take their orders and offer them the best seller or some push items when needed and ensure them the best dining experience.
- Punch order using POS or Pod and coordinate orders inside the kitchen. (Always take notes for any special instructions from the customer e.g. no tomatoes, onions especially with guest that has dietaries).
- Serving food and drink orders speedily but ensuring quantity and quality, and clear tables after each course.
- Ensuring guest' bills are correct and handle payments via credit or cash
- Effectively dealing with any guest concerns and involving management when necessary.
- Responsible for accurate cash up reports every end of the day service and turnover to accountant every end of shift.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Receive payment from the customer via cash, card or any vouchers and give the exact change (for cash payment). Making sure that payment and changes are exact and input amount are exact to prevent any problem during turnover of cash trays.
Education
Bachelor of Science - Marketing Management
Xavier University- Ateneo De Cagayan
Corrales Avenue, Cagayan De Oro City03.2015
Skills
- Resourceful and flexible team player
- Productive with solid work ethic
- Computer-literate performer
- Enthusiastic, knowledge-hungry learner and eager to meet challenges
- Energetic performer consistently cited for unbridled passion for work
- Expert organizational skills
- Food and beverage operations
- Customer service
Certification
Workplace First Aider
Licence Controller Qualification
Hand Operated Fire Fighting Equipment/Warden Training
Languages
English
Full Professional
Employee of the Year
Awarded as Fastest and Star of the Year for my service during Year 2024.
Timeline
Food and Beverage Team Leader
Hermitage Hotel
03.2025 - Current
Food and Beverage Attendant
Hermitage Hotel
08.2023 - 02.2025
Cashier/Hostess
Aura Entertainment Services
10.2022 - 07.2023
Customer Service Representative/Documentation Staff
Borland Development Corporation
10.2019 - 10.2022
Waitress
Palma Group, LLC
11.2015 - 08.2018
Bachelor of Science - Marketing Management
Xavier University- Ateneo De Cagayan