Front Desk Agent Resume Example

• 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

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