Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

LEYLA GALLARDO

Norcross

Summary

Motivated and adaptable professional with over five years of experience in hospitality, customer service, and administrative support. Proven ability to thrive in fast-paced environments, deliver exceptional guest experiences, and take initiative in leadership roles. Currently pursuing a double bachelor’s degree in Criminal Justice and Political Science with a concentration in Legal Studies, alongside certificates in Paralegal Studies and Professional Legal Administration. Bilingual in English and Spanish with strong communication, problem-solving, and organizational skills. Recognized for reliability, professionalism, and a proactive attitude across diverse team and client-facing roles.

Overview

7
7
years of professional experience

Work History

Concierge

Marriot Hotel
04.2024 - Current
  • Open and prepare the M Club lounge each morning by setting up the buffet, restocking the fridge, and ensuring all items are inventory-checked and presentation-ready before guest arrival.
  • Provide attentive and personalized service to high-tier Marriott guests, maintaining a welcoming, clean, and well-stocked environment throughout the morning.
  • Perform routine cleaning and restocking to meet brand standards and enhance guest experience.
  • Collaborate with restaurant staff during peak times, offering cross-departmental support when needed.
  • Consistently close the lounge on time with all items restocked and prepared for the following day’s service.
  • Recognized for punctuality, initiative, and commitment to delivering an elevated guest experience.
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.


Banquet Server

Crowne Plaza Atlanta NE
09.2022 - Current
  • Support weddings and large-scale events by setting up banquet spaces, preparing beverage stations, serving guests, and ensuring thorough post-event clean-up, both in the event room and back-of-house areas.
  • Collaborate closely with team members and supervisors to coordinate smooth event operations, consistently demonstrating leadership and problem-solving abilities.
  • Handle guest concerns with professionalism, providing solutions promptly and ensuring high satisfaction for hosts and attendees.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Adhered to all health and safety regulations while serving food and beverages.
  • Carried out professional service, retaining polite and friendly approach at all times.
  • Trusted with POS system operations and often serve as cashier for bartenders due to proficiency with the system.
  • Ensured timely preparation of function spaces according to client specifications, providing them a hassle-free experience on their special day.
  • Assisted bartending during high-volume events and helped with bar setup and breakdown.
  • Took initiative to resolve challenges—such as designing signage for a specialty cocktail on short notice—earning praise from management.
  • Recognized for reliability, leadership, and team support; considered for promotion to Banquet Captain.

Restaurant/Banquet Server

TPC Sugarloaf
07.2021 - 09.2022
  • Began as a food runner at Rye, a high-end casual restaurant, then promoted to server for lunch and dinner shifts, mastering menu knowledge and wine service to enhance guest experience and encourage upselling.
  • Developed strong guest rapport and delivered attentive service to a high-profile clientele in a refined dining environment.
  • Transitioned to poolside café service, taking orders in outdoor settings, operating POS systems, and delivering food efficiently in high-heat, fast-paced conditions.
  • Prepared café beverages and managed guest transactions, and helped open the restaurant by setting up furniture and supplies daily.
  • Shifted to banquet service, supporting weddings, showers, and large events by setting up venues, serving hors d'oeuvres, maintaining event cleanliness, and assisting with full breakdown and storage post-event.
  • Took on additional responsibilities typically handled by housemen, demonstrating initiative and physical stamina in both indoor and outdoor event settings.
  • Served appetizers, delivered entrees, and refilled beverages for banquet guests.
  • Set up banquet tables and chairs based on event requirements.
  • Managed multiple tasks simultaneously while maintaining composure under pressure in fast-paced banquet environments.
  • Assisted in setting up the event space, ensuring proper table arrangements and placement of utensils for seamless guest experience.

Receptionist

Better Health Medical Group
11.2021 - 08.2022
  • Began as a document scanner, ensuring accurate digital filing of patient records and maintaining strict confidentiality and organization within the clinic’s medical system.
  • Promoted to receptionist-in-training, taking on responsibilities including answering phones, scheduling appointments, and checking in patients in a timely and professional manner.
  • Verified insurance coverage by contacting providers and confirming patient eligibility, supporting efficient billing and care coordination.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Assisted Spanish-speaking patients by translating conversations with medical staff, helping ensure clear communication and positive patient experiences.
  • Demonstrated adaptability and attention to detail while balancing administrative tasks and front desk responsibilities in a busy clinical environment.

Server

IHOP
07.2020 - 07.2021
  • Made sure to deliver high-quality, personalized service by taking guest orders, serving food promptly, and anticipating customer needs throughout their dining experience.
  • Always made sure to maintain a friendly and professional demeanor while managing multiple tables in a fast-paced environment.
  • Ensured accuracy in order entry and coordinated with kitchen staff to minimize wait times and resolve issues quickly.
  • Demonstrated flexibility by covering both morning and evening shifts as needed, supporting team operations during peak hours and schedule gaps.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Built strong relationships with regular guests and received positive feedback for attentive and efficient service.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.

Crew Member/Guest Experience Leader

McDonald's
05.2019 - 07.2020
  • Provided fast, friendly service as both drive-thru and front counter cashier, making sure to accurately take orders, process payments, and deliver food quickly—especially during high-volume rush hours.
  • Always resolved customer concerns with patience and professionalism to ensure guest satisfaction even in challenging situations.
  • Maintained a clean and organized work environment, including deep cleaning tasks in the back-of-house and front-of-house.
  • Contributed to revenue growth by upselling additional amenities or services when appropriate during guest interactions.
  • Supported crew members whenever needed—whether it be food prepping, restocking, or doing inventory.
  • Demonstrated flexibility and multitasking skills by rotating through multiple roles throughout the restaurant.
  • Trained new team members on best practices in delivering outstanding customer service in a fast-paced environment.
  • Worked well with teammates and accepted coaching from management team.
  • Collaborated with team members to complete orders.
  • Recognized for exceptional customer service and promoted to Guest Experience Leader within one year.
  • Enhanced guest satisfaction by attentively addressing their needs and promptly resolving any issues.

Hostess

Contigo Peru
09.2018 - 11.2019
  • Greeted guests upon arrival with a warm and friendly demeanor, ensuring they receive a positive first impression
  • Managed seating charts to maintain a smooth operation during peak hours
  • Monitored door activity during high-traffic events, communicated cover charges, and determined guest entry eligibility
  • Maintained a calm and professional demeanor while de-escalating conflicts and addressing rowdy behavior to ensure a safe and enjoyable environment for all patrons.
  • Collaborated with management and security when necessary to enforce house rules and maintain order.

Education

Georgia Gwinnett College
Lawrenceville, GA
05-2027

High School Diploma -

Duluth High School
Duluth, GA
05-2021

Skills

  • Customer service
  • Highly adaptable
  • Strong work ethic
  • Effective problem solving
  • Excellent multitasking
  • Proactive attitude
  • Guest services
  • Telephone etiquette
  • Team player mentality
  • Hospitality
  • Exceptional communication
  • Training and mentoring
  • Guest experiences
  • Maintaining composure
  • Strong teamwork
  • Food service
  • Flexible schedule

Accomplishments

  • Promoted to Guest Experience Leader at McDonald's in under one year due to excellent customer service, drive-thru efficiency, and leadership potential.
  • Selected as Student Ambassador for the Criminal Justice/Political Science Department, representing the program during campus events and class visits.
  • Recognized by management at Crowne Plaza Hotel for leadership and problem-solving during high-profile events; considered for promotion to Banquet Captain.
  • Created on-the-spot custom signage for a specialty cocktail during a client event, impressing both the client and event manager with initiative and professionalism.
  • Entrusted with POS responsibilities as bartender cashier at Crowne Plaza due to superior technical skill and accuracy with transactions.
  • Trained across multiple departments at TPC Sugarloaf: transitioned from food runner to server, then cross-trained in poolside service, café operations, and banquet events.
  • Bilingual communication skills consistently utilized to assist Spanish-speaking patients and guests at both medical and hospitality jobs, improving guest comfort and satisfaction.
  • Worked high-end events independently, including setup, service, breakdown, and cleanup — even handling houseman duties when needed.
  • Consistently trusted to open and close venues (Marriott M Club, TPC Café, Crowne Plaza events) with minimal supervision, demonstrating reliability and self-management.
  • Dean’s List honoree for multiple semesters with a 3.60 GPA while pursuing a double degree.
  • HOPE Scholarship recipient and awarded two additional scholarships during undergraduate studies.
  • Currently pursuing two professional certificates: Paralegal Studies and Professional Legal Administration, alongside B.S. in Criminal Justice/Criminology and B.A. in Political Science.

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Concierge

Marriot Hotel
04.2024 - Current

Banquet Server

Crowne Plaza Atlanta NE
09.2022 - Current

Receptionist

Better Health Medical Group
11.2021 - 08.2022

Restaurant/Banquet Server

TPC Sugarloaf
07.2021 - 09.2022

Server

IHOP
07.2020 - 07.2021

Crew Member/Guest Experience Leader

McDonald's
05.2019 - 07.2020

Hostess

Contigo Peru
09.2018 - 11.2019

Georgia Gwinnett College

High School Diploma -

Duluth High School

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LEYLA GALLARDO