Diana Gerlitzki

Experienced Service Captain with a background in hospitality management. Demonstrates strong leadership skills, team coordination, and service-oriented mindset. Proven ability to manage tasks efficiently while ensuring guest satisfaction. Significant contributions in enhancing operational efficiency and service quality in previous roles. Assistant sommelier representing a wine cellar of 3,000 + bottles.

Service Captain at Vetri Cucina (2015-08 – Present)

• Trained new employees on service standards and procedures, enhancing team consistency and service quality.
• Coached staff on policies, procedures, and performance strategies to elevate service quality.
• Resolved guest complaints promptly, improving overall dining experiences.
• Designed bespoke guest interactions to enhance satisfaction and loyalty, significantly fostering customer loyalty.
• Organized reservations for special events and large groups, ensuring smooth operations and guest satisfaction.
• Assisted with menu planning.
• Built reservation book to maximize revenue while holding service standards to a high degree.
• Implemented and enforced policies that protected the business and ensured employee satisfaction and long-term retention.
• Lead service and coordinated between FoH and BoH to perfect timing and steps of service.
• Resolved conflicts between staff efficiently and fairly.
• Demonstrated in depth knowledge of international wines and ability to hand sell high end luxury bottles.
• Managed inventory levels to maintain optimal supply for seamless operations.

Head Hostess at Amis Trattoria (2012-03 – 2015-08)

• Trained and supervised junior host staff on customer service standards.
• Maintained reservation system to track bookings and special requests.
• Managed guest expectations by relaying information regarding hours, wait times, and specials.

Associate of Arts in English Literature – Temple University (2012-01)