Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Summary
Positive, hardworking, and self-driven professional with 20 years proven ability of leading highly motivated teams focused on delivering excellent customer service in high- volume food & beverage operation
Skills
Motivational leader with well-developed interpersonal, communication and problem-solving strengths.
Resourceful and adaptable with excellent attention to details and exceptional customer service
Administration and effective management of personnel and financial resources
Complex problem solving
Quality control analysis
Experience
Front Desk Agent, 09/2015 - Current Zermatt Resort – Midway, UT,
Monitor reservations to track incoming guests and assign rooms to ensure proper room inventory
Warmly greets arriving guests, issue room keys, provides information regarding policies and amenities and complete the arrival process
Manages customer complaints and rectifies issues to ensure satisfaction.
Completes end-of-day reporting and balanced registers to maintain financial accuracy.
Enhances guest satisfaction by answering inquiries about business operations and policies, resolving concerns and issues
Post charges, updates accounts and issues invoices to departing guests.
Contacts housekeeping services and maintenance personnel regarding problems with guest rooms.
Works closely with General Manager to assist with administrative tasks, including filing, setting up group folio, writing memos and following up with any other operational concerns
Completes front desk weekly schedule to ensure proper coverage for all shifts.
Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
Drafts incident reports, daily activity logs and other documents requested by management.
Department Head, Senior Restaurant Manager, 12/2007 - 05/2015 Marriott International, Kauai Marriott Resort – City, STATE,
Oversaw an operational sales/budget of $7.5 million
Responsible for the daily activities of 2 Restaurant Managers and 4 Restaurant Supervisors who in turn direct the activities of 60 hourly associates who all hold the positions of Servers, Bartenders, Dining Room Attendant, Room Service Servers, Cashiers and Hostesses
Recruited, interviewed and hired all Restaurant and Bars team members including Managers and Supervisors as needed
Developed, implemented and maintained a departmental orientation program for associates to receive the appropriate training to perform their jobs successfully
Used all available on the job training tools for associates; implemented, managed training initiatives and conducted training when appropriate
Participated in the performance evaluation of all associates under my supervision as well as developed and mentored Managers, Supervisors and associates
Communicated performance expectations in accordance with job descriptions and monitor progress
Interacted with guests to obtain feedback on product quality and service levels, evaluated feedback and developed action plan that focused on continuous improvement and provision of excellent customer service within guidelines
Attended pre- and post- convention meetings to understand group needs, set appropriate expectations and gather critical information to communicate to the team
Responsible for reviewing operating statements, budget worksheets and payroll progress reports as well as preparing weekly and period end profit & loss critiques
Managed payroll administration, participated in management of the department's controllable expenses to achieve or exceed budgeted goals
Participated in the development of the department's capital expenditure goals
Worked closely with the Executive Chef to manage menus by reviewing item sales trends and profit contributions, benchmark the competition to be aware of competitive promotions and strategies
Developed and implemented incentive programs for staff which contributed to 5% increase in total sales
Monitored actual and projected sales on a daily basis
Participated in weekly sales strategy forecast meetings to anticipate service and staffing needs
Managed beverage purchasing and control procedures as well as maintain procedures for food and beverage portion control
Managed booking and service of restaurant parties, special events and room service hospitality suites
Coordinated with Engineering department to manage an effective restaurant repair and maintenance program
Trained managers and all associates in accident prevention; and ensure all associates understand and comply with loss prevention policies and control costs
Restaurant Manager, Coffee Shop & Lobby Lounge, 04/1994 - 11/2007 Renaissance Makati City Hotel – City, STATE,
October 2004 - November 2007
Responsible in overseeing two of the hotel's busiest food and beverage Outlets , the Lobby Lounge and the Coffee Shop
Responsible for the daily activities of 7 Restaurant Managers and Supervisors who in turn direct the activities of 45 hourly associates
Ensured compliance with all the food and beverage policies, standards and procedures by training, supervising and providing hands-on management for the team of employees under my supervision
Made recommendations for firing, hiring and promotions, as well as planning, directing and overseeing the workload and productivity goals of these employees
Recruited, interviewed and hired restaurant team members
Developed, implemented and maintained a departmental orientation program for associates to receive the appropriate training to perform their jobs successfully
Used all available on the job training tools for associates; implemented, managed training initiatives and conducted training when appropriate
Participated in the performance evaluation of all associates under my supervision as well as developed and mentored Managers, Supervisors and associates
Communicated performance expectations in accordance with job descriptions and monitor progress
Worked closely with the Executive Chef to manage menus by reviewing item sales trends and profit contributions, benchmark the competition to be aware of competitive promotions and strategies
Developed and implemented incentive programs for staff which contributed to increase in total sales
Monitored actual and projected sales on a daily basis
Coffee Shop Manager
October 2003 - October 2004
Lobby Lounge Manager
August 1995 - October 2003
Lobby Lounge Assistant Manager
December 1994 - August 1995
Lobby Lounge Supervisor
April 1994 -November 1994
Education and Training
Bachelor of Science: Hotel & Restaurant Administration, Expected in 10/1991 - University of The Philippines - Diliman, Quezon City Philippines, GPA:
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