Management Customer Service
Resume:
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Summary of Qualifications
. More than 15 + years of progressively detailed management experience in the Hospitality Industry and consisting of position profiles in all major segments of F&B Management
. More than 15 + years of experience in Special Event Management with VIP Catering Experience
. More than 5+ years of progressive experience as an owner's Construction Project Management Representative (8 NSO, 1 Hotel renovation, 1 Casino new-build)
. Comprehensive understanding of guest service, sales,marketing and promotion, HR and employee development including compensation structures.
. Proven track record of exceeding goals and a bottom-line
orientation; evidence of the ability to consistently make
good decisions through a combination of analysis, wisdom,
experience, and judgment in day-to-day operations
. Proven track record of leading successful sales and marketing initiatives for large scale Hospitality Developments and Special Events
Key Strengths and Competencies
Customer Service:
. Builds a client-centric culture within the unit by leadership through mentoring, coaching, example setting.
. Coaches direct reports how to reinforce that team members behaviour reflects keeping the client top of mind and always aware of the Company Mission.
. Collaborates with the marketing personnel and coaches consistent execution of branding initiatives to build positive awareness throughout the community.
People Leadership:
. Recruits a team of service professionals with the right capabilities and capable of driving continuous year over year improvement.
. Ensures that annual performance goals for team members are in place and is responsible for the design of team growth plans that align with overall Company strategy.
. Creates a respectful environment that educates, communicates and prioritises company and unit objectives, providing feedback and performance reviews.
Strategic Planning:
. Clarifies the broader purpose and mission of the department by aligning core values, corporate goals, objectives and priorities with overall company financial and growth commitments.
. Integrates and balances big-picture concerns with day-to-day activities, coordinating plans with all members of the corporate support departments and direct reports.
. Sets priorities to minimize ambiguity, ensuring plans balance the focus between people, processes and results.
Financial Management:
. Leads the development of performance targets and operating plans to meet and exceed planned profit contribution for the unit.
. Reviews the department financial plan to meet with overall Company commitment. (P&L)
. Establishes the levers that influence performance, and drive continuous improvement to yield metrics in all variable costs resulting in a year-to-date favourable variance to prior year and plan
. Identifies and implements expense reduction and efficiency improvement initiatives (P&L).
Hospitality Management Experience
Director of Operations Canada
COFFEE INVESTMENTS
INC. 2009~2012
Director of Operations Canada
AUNTIE ANNE'S CANADA
2008~2012
Additional progressive hospitality
management experience
1985~2008
(QSR, Family Casual Dining, Casino, Concept Dining, Hotel,
Destination Hotel, Fine Dining, Nightclub)
Special Event Experience
1968~2001
My simultaneous career in special events management has provided consistent opportunities to create develop & follow through with the marketing and promotion of live musical and theatrical
programs for several different venues within the entertainment industry.
Post-Secondary Education & Training
Bachelor of Education Adult Education
Brock University,
St. Catharine's, Ontario
On-going P/T studies
started 2007
Assessment Appraisal
Real Estate Management
Loyalist College,
Belleville, Ontario
Communications Studio Techniques
Television Production
Loyalist College,
Belleville, Ontario
Continuing Development Certification
Certified Safe Food Handler
Effective Time Management
Train the Trainer Ontario Smart Serve
Owners and Managers Health & Safety
Foundations of Adult Education
HACCP Training WHMIS and Sanitation
Management Training
Display Advertising
Curriculum Design for Adult Learners
Server Intervention Program
Working Interpersonal Skills
Ontario Super Host (Government of Ontario)
Working & Learning in Organizations
Safer Bars Management
Business Math-Finance
Management Development
Report Writing
Mass Media Communications
Layout & Design
Urban & Regional Economics
Economics-Employment & Inflation
Camera Ready Art
Professional References
Dr. Vern Belos CHRP, CML, PCC
Senior Consultant
T-R Group Inc.
Peterborough, Ontario
Mr. Michael Fagan
Manager
Knowledge Resource Group, LCBO
1 Yonge Street, 16th Floor
Toronto, Ontario
Mr. Awad Sifri
President & Owner
ACE International Marketing
Consultants Inc.
Naperville, Illinois,
USA
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