Customer Service Manager

Casey House

**** ******* **** ( PENSACOLA, FL. **514 850-***-**** (

*********@*****.***

Restaurant Management ? Hospitality Management ? Customer Service

Management

Key Skills

Customer Service - Profit and Loss - Budgets and Controls - Food

Manager Certified -

Staff Management - Inventory Management - Audits - Cash Handling -

Deposits - Scheduling - Ordering of Product - Time Management -

Microsoft Office programs - Work Place Safety - Team Building - Training

- Regulatory Control - Sales & Marketing

Employer Summary:

June 2012- Present

Riptides Sports Grill

Holiday Inn Beach Resort

Pensacola Beach, Fl.

Front of House Manager

. Ordering Supplies. I often place orders for not only food items, but

linens, dishes, silverware, and any other supplies that the restaurant

needs to function. This can involve working with a variety of

different vendors and understanding the market to ensure that the best

prices and highest quality goods are received and that all

expenditures are properly tracked.

. Personnel. I am responsible for hiring employees for the restaurant.

This includes waiters, bus people, bartenders, and anyone else who

regularly interacts with guest before, during, and after their

meal. While the Executive Chef may hire kitchen workers such as line

cooks and assistants, I am responsible for the balance of employees. I

am also in charge of scheduling and payroll for all restaurant

employees.

. Training. I am responsible for either training or arranging for the

training of new employees. Often, the Executive Chef will handle

training kitchen workers.

. Customer Service. As the FOH manager I am the last stop for customers

who have a complaint. To handle this duty, I must be professional and

level-headed so that I can resolve the customer's concerns without

becoming upset.

. Regulatory Control. Most restaurants are subject to certain regulatory

agency inspections. Most often, this will be the health department in

the city where the restaurant is located. I am responsible for

ensuring that all building codes and city health department

regulations are met, and that proper documentation is available upon

request.

Running a resort restaurant means you get to build relationships. Most

of our guests stay with us for a week or more at a time, we some times

see our guests for breakfast, lunch and dinner. Riptide's opens at

6:30 am with a full breakfast buffet witch me and my staff maintain

till 11:00 am, then Riptide's turns into a full service restaurant

including a full bar. I must admit that managing a resort restaurant

is a bit different than any other restaurant I have managed. But at

the end of the day, it has added to my hospitality management

experience.

Jan 2011- June 2012

Hooters of Pensacola Beach, Fl.

Assistant Manager

Hooter's is a full service, high volume seasonal restaurant. We are

very dedicated to the customers. We deal with every kind of guest from

families to the single crowd. Hooter's on the Beach is a Franchise,

but we maintain corporate policies and procedures. As an assistant

Manager I run the shifts I work which consist of open, close, and mid

shifts. I am in control of all employees on the shifts I work. 30+FOH

and 15+BOH is an average of employees we have. I do the scheduling for

the girls, as well as ordering of product. Produce, beer, liquor,

food, sodas ect. I deal with comps, voids and any customer relations.

I enter invoices; organize the company weekly packet, while

controlling cost such as labor, food and liq. Cost. Being a beach

store we constantly have to maintain the floor dealing with many

issues, whether it is someone trying to walk out on a tab or people

having had too much to drink. Customer service is always a top

priority!

July 2008- May 2013

Olive Garden

Server

I was a server at the Olive Garden while attending school. I waited on

customers and cleaned and stocked the restaurant. I also did Hostess

and Key Holder when needed. I am a people person and stay professional

in any customer service position.

Nov 1994- July 2008

Waffle House

General Manager

The Waffle House is dedicated to customer service and its employees.

They strive to maintain a successful company. As a Waffle House

Manager I oversee all operations on a daily basis. My duties are to

control the 24 hour unit as a whole. I managed around 25 employees', I

was responsible for all cash handling and oversee all accounting

procedures. I make schedules; perform audits (cash and food),

inventories, payroll, systems and controls. I take care of all

problems in the unit. Whether it is 8pm or 2am I am pretty much on

call 24 hrs. We do not close, all Holidays ect. I control all this

while cooking the morning shift from 7am till 2pm. My units were cert.

training units. I trained 5 General Managers throughout my career with

Waffle House who have been very successful. I was recognized as top

sales 5 periods in a row, best people retention, and have won numerous

awards for my manager and customer service skills. I am personally

looking out for the customer and employee. I believe in fairness and

winning, also I believe to make people happy you not only have to

believe in people you also have to help them achieve their own goals

as well as fine tuning your own. I have a leadership mentality to

reach the top of whatever I set my mind to do.

Education & Certifications

Pensacola State College

Graduated 1995 High School Diploma

Certified safe food manager certified

Virginia College 2008

References

Reference Name: Eric Troung

Reference Company: Waffle House

Reference Title: Division Manager

Phone: 407-***-****

Email:

Type: Professional

Reference Name: Lisa Robinson

Reference Company: IZON Models

Reference Title: Owner

Phone: 850-***-****

Email: ****@**********.***

Type: Professional

Reference Name: Jessica Jordan

Reference Company: 95.7 Radio Station

Reference Title: Secretary

Phone: 850-***-****

Email:

Type: Personal

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