FABIAN MASCARENHAS
Maitre'd De Restaurante
Lisbon
Summary
A multifaceted, solutions-focused, and customer/employee-oriented Hospitality and Event Services Professional with over 19 years of work experience offering extensive operational management experience and a demonstrated track record of success within a variety of environments in the food and beverage and housekeeping arena. Recognized as a performer able to successfully and efficiently manage multiple responsibilities simultaneously, resolve issues, and consistently meet established goals and exceed key performance objectives. Direct and decisive leader, convincing motivator, and effective trainer dedicated to continuous improvements in quality, productivity, efficiency, and customer service. Highly developed interpersonal, organizational, time, relationship management, and problem- solving skills. Strong qualifications in personnel development, team-building, and team leadership. Customer-focused Maitre D' with 19 years of fine dining experience and strong knowledge and interest in food and beverages. Establishes rapport with guests by providing exceptional hospitality to meet highest standards. Assesses and adapts to current practices to complete tasks faster and more efficiently and motivates teams to sustain exceptional levels of performance. Meticulous Maitre'd with background in hospitality industry. Skilled in manning high-volume dining environment and delivering excellent customer service. Flexible and excels under pressure.
Overview
20
20
years of professional experience
Work History
Maitre D'
Ocenia Cruises @ NCLH the Apollo Group
Miami, Florida
01.2020 - Current
- Created environment for guests to stimulate senses through personal services and amenities and followed up throughout meal to reinforce positive experience.
- Spoke clearly and persuasively in positive or negative situations and responded well to questions.
- Served as leader of FOH team by assigning duties, work stations and responsibilities.
- Trained, coached and evaluated subordinates to raise performance to company standard.
- Greeted guests, escorted to dining tables and provided menu and information about restaurant to encourage seamless flow of service.
- Maintained sanitary and organized work environment by implementing and executing safe food handling, food service and cleaning procedures.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Answered customer questions about hours, seating, and menu information.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Accommodated special seating requests for guests to enhance satisfaction.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Relayed guest comments or suggestions to manager on duty for further action.
- Provided adequate supply of place settings for tables and miscellaneous supplies for work stations to last throughout assigned shift.
Head butler
Oceania Cruises @ NCLH The Apollo Group
Miami, Florida
01.2011 - 01.2020
- Oceania Cruises is the world’s largest upper premium cruise line
- Cuisine, Comfort, Service and outstanding value are the pillars that define Oceania Cruises five-star products and have positioned the line as the cruise company of choice for travelers seeking a truly refined and casually elegant travel experience., Handle guest issues in a professional manner
- Possess ability to deal with difficult situations
- Ensure that all aspects of the in-suite service meet the company standards
- Coordinate with chief housekeeper in any shortcomings regarding cleanliness and service provided by the Stewardess
- Meet and provide introduction to all the top category suites, VIP guests, and any other guests occupying butler suites
- Monitor the Butlers working hours and make schedule adjustments when necessary to avoid overtime issues
- Possess full knowledge of current U.S.P.H rules and regulations and maintain U.S.P.H standards at all times
- Maintain and encourage a positive relationship with other departments
- Possess familiarity with the MLC regulations and ensure compliance of the procedures
- Possess full awareness of the standard procedures and policy regarding a guest in isolation and during evening hours according to the established standards of service and style
- Greet and introduce to each suite guest during embarkation and to explain suite amenities and lay out, food and beverage service, dining options, and any other related services
- Demonstrate the proper use of the lifejackets, in-room safe, Jacuzzi and any other equipment
- Provide personalized assistance to guests by following Oceania’s standards of service and style
- Maintain knowledge of the ship’s regular events, ports of call and special functions by reviewing all available sources, including the vessel’s daily newsletter, to provide accurate information to answer questions
- Make reservations for various activities and services such as shore excursions, dining, wine, spa, shore excursions, flowers, etc
- Follow-up to ensure services and amenities are delivered as specified
- Responds to guest complaints in a considerate, professional and positive manner by showing concern and listening actively and report all complaints to Concern Department and follow up on timely manner
- Take ownership of guest concerns, by following up and ensuring complaints are resolved to the guest’s satisfaction
- Training & Development:
- Attend all meetings, training activities or classes related to assigned position as required
- Responsible for training and maintaining service standards in accordance with the Butler Route of Service and Butler’s Training Manual, including basic housekeeping training
- Conduct regular training sessions with all butlers to review service standards, and emphasizing techniques that meets job specifications
- Ensure that all butlers possess good menu and wine knowledge
- Coordinate with the Executive Cellar Master/Head Sommelier and Restaurant Manager/ Chef if any assistance is necessary
- Conduct training sessions with staff covering all aspects of service outlined in the Butler operation manual
- Train and supervise staff to minimize breakage, loss and damage of the equipment
- Conduct U.S.P.H
- Training to Butler Team, when needed coordinating the same with Chief Housekeeper and F&B Director
- Financial Responsibilities:
- Review financial transactions and encourage team to create opportunity to increase onboard revenue
- Possess familiarity of breakage prevention policies and techniques, and ensure that the butler is in compliance
- Maintain the equipment inventory on hand, and store according to company standards
- Submit orders in timely manner
- Possess knowledge of the revenue aspects of the operation
- Ensure cost-effective operation of department, promotes Breakage Prevention Procedures
- Minimize operating expenses without affecting product standards delivered to the guests
- Conduct inventory checks when required.
Butler
Ocenia Cruises @ NCLH The Apollo Group
Miami, Florida
06.2008 - 08.2011
- Full in charge and whole responsible for the top premium suites
- Giving personalized service and increased guest satisfaction
- By acting as a one-point contact for the entire stay of a guest
- Rooming the guest up on arrival
- Packing and unpacking of luggage
- Designing the shore tour for the stay
- Coordinating with the revenue generating departments such as the Tours Desk, Spa and Food & Beverage for the various activities for the guest
- Providing course by course in suite dining from specialty restaurants
- Gourmet evening canapé service and Hi Tea service
- Coordination of shore side dinner and entertainment reservations
- Developed a strong relationship with local and international guests and bookers
- Special service up on request
- Member of (ERT) Emergency Rescue Team, Fire Fighting, First Aid Etc.…
Specialty Restuarant Waiter Come Reservation
Ocenia cruises @ NCLH The Apollo Group
Miami, Florida
10.2003 - 06.2007
- Perform all necessary tasks to service Food & Beverage according to the standards of Oceania Cruises
- Greet & seat customers and serve them in a professional, discreet & personalized way
- Acquire in depth knowledge of the food & beverage menu of all outlets in order to assist and provide suggestions to guests
- Consistently monitor quality of food & beverage being served
- Responsible for maintaining hygiene and cleanliness standards in the outlet & upkeep of all service equipment
- Responsible for all service preparations before, during & after the service
- Ensure minimum wastage, breakage and spoilage
- Actively use up selling techniques to exceed guest expectations and increase revenue.
Education
S.S.L.C - Management and Catering Technology
Oriental School of Hotel Management (IHM, Goa State Board
Skills
High-volume dining
undefinedAccomplishments
- Certificate of Award in grateful recognition for 15 years of exemplary service to our guest by Oceania Cruises @ NCLH
- Certificate for successful completion of Butler training program and Trainer member from the guild of professional English butlers (United Kingdom)
- Certificate of achievement for completion of Apollo Leadership Program through FIU Chaplin school of Hospitality & Tourism Management Miami Florida USA
- Certificate for successful completion of Position base Trainer by Oceania cruises @ NCLH
- Certificate for successful completion of Management Training Program by Oceania cruises @ NCLH
- Certified Cruise Manager Certificate for Managing yourself, Managing the Business, Managing Others in association with Red Global through Oceania Cruises / Regent Seven Seas Cruises
- Certified Cruise Professional Certificate through the Cruise Institute in association with Oceania Cruises, Inc
- And Chemeketa Community College
- Certificate for successful completion of Your world service by Oceania cruises Certificate for successful completion of Quality Guest Services
- Certificate of Successful completion in United States Public Health & Sanitation Procedures
- Crowd Management, Personal Safety and Social Responsibilities approved by the Bahamas Maritime Authority.
Timeline
Maitre D'
Ocenia Cruises @ NCLH the Apollo Group
01.2020 - Current
Head butler
Oceania Cruises @ NCLH The Apollo Group
01.2011 - 01.2020
Butler
Ocenia Cruises @ NCLH The Apollo Group
06.2008 - 08.2011
Specialty Restuarant Waiter Come Reservation
Ocenia cruises @ NCLH The Apollo Group
10.2003 - 06.2007
S.S.L.C - Management and Catering Technology
Oriental School of Hotel Management (IHM, Goa State Board
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