Manager Customer Service

PROFESSIONAL SUMMARY

General Manager with banquet management background. Extensive experience

catering private events that served

more than 180 guests.

Dedicated, hardworking restaurant management professional with extensive daily

planning and operations experience. Skilled in staff training and development.

Highly proactive manager with 10 years of experience in team leadership in the

restaurant and hotel

industries. Background includes sales, management and front and

back-of-the-house operations. Demonstrated team leader with excellent staff

management skills and vendor negotiations.

Flexible, results-oriented Manager offering focused leadership and restaurant

operations knowledge to drive profitability. Exceptional communication skills.

Restaurant/General Manager with eight years in restaurants and catering. Strong

career progression in casual dining. Highly dedicated to career growth.

Service-oriented

Inventory control and record keeping Dynamic, friendly host

Staff scheduling

Experience

General Manager, 05/2008 to 04/2013

Perla Restaurant at La Concha Hotel - San Juan, PR

Event Planning - Staff Scheduling - Ordering Inventory - Marketing and

Advertising - Bookkeeping - Problem Solving - Hiring and Firing.

Carefully interviewed, selected, trained and supervised staff.

Clearly and promptly communicated pertinent information to staff, such as large

reservations or last minute menu changes.

Interacted positively with customers while promoting hotel facilities and

services.

Organized special events in the restaurant, including receptions, promotions

and corporate luncheons. Carefully developed a lucrative annual food and

beverage marketing plan and strict budget to maximize profits.

Correctly calculated inventory and ordered appropriate supplies.

Recognized and formally acknowledged outstanding staff performance to boost

company morale and productivity.

Actively participated in ongoing customer service programs to build sales and

rapport in the community.

Oversaw front of house personnel to maintain adequate staffing and minimize

overtime.

Skillfully interacted with external vendors to obtain the best quality in

pricing and product.

Effectively managed payroll and timekeeping, including completion of the proper

paperwork for new hires and terminations.

Promoted the business through participation in and sponsorship of community

events.

Quickly identified problem situations and skillfully resolved incidents to the

satisfaction of involved parties.

Created fun team building activities to engage staff in up-selling to meet

revenue targets.

Purchased adequate quantities of necessary restaurant items, including food,

beverages, equipment and supplies.

Achieved a high employee retention rate.

Captain Waiter, 06/2004 to 04/2008

Stingray Cafe at El Conquistador Hotel - Fajardo, PR

Supervise employees - Liaison - Reconcile Payroll - Closing.

Carefully interviewed, selected, trained and supervised staff.

Clearly and promptly communicated pertinent information to staff, such as large

reservations or last minute menu changes.

Interacted positively with customers while promoting hotel facilities and

services.

Recognized and formally acknowledged outstanding staff performance to boost

company morale and productivity.

Oversaw front of house personnel to maintain adequate staffing and minimize

overtime.

Waiter, 03/2003 to 06/2004

Ballyhoo Bar & Grill El Conquistador Hotel - Fajardo, PR

Greeting Customers - Offering and Serving Beverages and Appetizers - Taking and

Serving Meal Orders - Continued Service - Delivering the Check and Accepting

Payments.

Assigned patrons to tables suitable for their needs and according to rotation.

Assisted in maintaining preparation and service areas in a sanitary condition

Greeted each customer with friendly eye contact

Loaded trays with accessories

Stocked bar with beer, wine, liquor, and related supplies

Swept and scrubbed floors

Washed dishes, glassware, flatware, pots, and/or pans using dishwashers or by

hand

Cleared and re-set tables at conclusion of each guest meal

Collected meal tickets or cash for meals from visitors

Communicated with other kitchen team members to ensure food was prepared on

time and correctly

Maintained adequate supplies of items such as clean linens, silverware,

glassware, dishes, and trays Managed guest checks, collected cash and processed

credit cards

Education

Universidad del Turabo - Gurabo, PR, 2008

Business Administration - Management

Coursework in Food Service Management and Restaurant Management

Skills

Strong work ethic

Point of Sale (POS) system operation

Passion for customer satisfaction

Conflict resolution techniques

Results-oriented

Business operations expertise

Customer relations

Floor planning

ACCOMPLISHMENTS

Consistently rated "excellent" in customer surveys regarding server

friendliness, promptness and attentiveness.

Selected to serve notable VIP guests for major private events.

Promoted to Crew Shift Leader after less than four months of employment.

Public Relations - Designed private event, media, publicity and kits.

Reduced expenses by number percent while at the same time improving customer

satisfaction by number percent.

Human Resources - Interviewed, hired and trained team of four direct reports,

increasing department productivity and client acquisition rates.

Supervision - Supervised sales team to monitor sales activity and goal

achievement.

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