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Summary
Customer-oriented Manager with a 11-year background in the service industry. Overseeing all administrative tasks, bookkeeping, training, recruiting new hires, orientations, payroll, schedules and human resources.
Bilingual, fluent in English and Spanish with ability to prioritize a diverse workload.
Committed and strong work ethic with excellent organizational and time management capabilities. Functions well in fast-paced environments to create quality work.
People person who wants a job that involves helping others.
Looking for that balance between work and personal life that the restaurant industry does not offer especially after the Pandemic.
Skills
PC proficient
Customer service experience
Sales
Recruitment and hiring
Training
Problem resolution
Team building
Active listening
Planning
Leadership
Employee engagement
Fluent in Spanish
Multitasking
Friendly, positive attitude
Organization
Critical thinking
Work ethic
People skills
Experience
07/2020 to 12/2020Beverage ManagerAccor Hotels | Miami, FL,
Maintained operations in full compliance with alcohol service standards and legal requirements to prevent incidents of overserving or underage drinking.
Purchased goods and ingredients needed to make beverages.
Controlled portion sizes and garnishing for optimal cost controls.
Produced sales and productivity reports.
Set daily and weekly cleaning and equipment maintenance schedules.
Worked with vendors to establish strong relationships and maintain proper inventory supplies.
11/2015 to 06/2020Hiring and Recruiting ManagerQuadgraphics | Allentown, NJ,
Proactively identified and solved complex HR problems that impacted operations management and business direction.
Improved operational efficiencies by creating filing systems to maintain confidential employee documents and reports.
Worked with HR advisors and HR representatives on establishing consistent hiring practices.
Provided HR consultation services to leadership and department heads, such as payroll administration, 401K and OSHA compliance, benefits and workers compensation.
Developed hiring and recruitment policies to drive transparent and fair hiring process for selecting candidates on basis of merit and relevance with job.
Supervised and guided personnel to eliminate downtime and boost productivity.
Initiated employee evaluation process and recommended policy changes to help staff progress toward desired readiness goals.
Held exit interviews and documented information discussed with employees.
Supported top talent identification processes by interviewing candidates and executing all HR steps, including onboarding, orientation and benefits.
Identified staff vacancies and recruited, interviewed and selected best applicants.
Reduced accidents in workplace by implementing safety policies and procedures.
Raised productivity and lowered absenteeism by setting clear expectations and rewarding good attendance.
Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.
Implemented policies and standard operating procedures and managed quality, customer service and logistics.
Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
05/2012 to 10/2017Corporate TrainerN3 | South Charleston, WV,
Administered assessments during and after training and provided leaders with feedback about individual strengths and training requirements.
Partnered with subject matter experts to design training programs and instructional materials to educate FOH team.
Compiled data on company goals, department needs and employee training requirements.
Boosted confidence of employees by providing skilled training to improve knowledge and productivity.
Wrote, optimized and monitored training processes.
Recruited sales representatives and managers, conducted orientations and developed individual coaching plans to lower turnover and provide transparent customer experience.
Increased program success by proactively reviewing different system aspects to identify and address enhancement opportunities.
Trained new managers on store procedures, policies and customer service, achieving 100% outstanding customer service.
Participated in professional organizations and pursued educational opportunities to upgrade job knowledge and training skills.
01/2010 to 10/2015Office Administrator/Lead HostRuth's Chris Steak House | City, STATE,
Enhanced guests' experiences by fulfilling special requests during visits.
Performed walked throughs during service to monitor guest satisfaction and advise serving and bussing staff of specific guest needs.
Offered preferred tables and other special accommodations to VIP customers.
Designed custom private function and banquet packages for business dinners, sales presentations, club meetings, weddings and charity events.
Stayed abreast of server availability and table turnover to make quick decisions about seating locations.
Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
Leveraged Open Table to collect reservation information and communicate updates to guests.
Arranged place settings with fresh tablecloths, tableware and flowers to beautify table.
Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
Helped to plan and execute parties for more than 30 guests, including coordinating menus and preparing tables.
Answered front of house phone to inform customers of wait times, take reservations and record to-go orders.
Education and Training
Expected in | Computer ScienceNorthern Virginia Community College, Annandale, VAGPA:
Certifications
ServSafe
Accomplishments
Consistently maintained high customer satisfaction ratings.
Promoted from Operations Manager to Hiring and Recruiting Manager in less than 12-months
Recognized as Employee of the month on four separate occasions for outstanding performance and team contributions.
Led team to achieve successfully 15 restaurant openings around the world, earning recognition from upper management and financial reward.
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