Manager Customer Service

James J. Bulfin

Las Vegas, NV. *****

***.******@*****.*** ? 702-***-****)

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Executive Management

Senior Director ? Director F&B ? General Manager

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"It gives me pleasure to know my staff and Management team have confidence

in me, but when they have confidence in themselves, I know I am succeeding

at my job!"

CORE COMPETENCIES

Visionary Leadership Strategic Business Planning

Guest/Hospitality Driven

P&L Management Market Identification

Mentoring & Coaching

Operations management POS Systems friendly Trend

Analysis

Brand ID & Growth Six Sigma focus

Change Management

MAXIMIZE REVENUE while MANAGING EXPENSES and MINIMIZING TURNOVER

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Professional Experience

Eagle Point Ski Resort; Beaver, UT 09/10- 02/11

Director of Food and Beverage

Core Work Activities of Position for Eagle Pointe Resort; Beaver, Utah

Position Goals and Intentions:

. Identify and hire potential team members through "best practices"

hiring procedures.

. Identify and build a "Brand"

. Develop and Manage Food and Beverage Team and Environment.

. Build sustainable relationships with local vendors and promoters.

. Set realistic and obtainable goals and expectations of Team; holding

them accountable for desired service behaviors

. Share and adhere to OSHA regulations of businesses.

. Identify the needs of staff with coaching and feedback, while

developing their knowledge and skills.

. Teach and provide customer service and retention.

. Promote business growth through local networking and Social Media

. Insure that on-going communication occurs in all FB areas; preshifts,

staff meetings, classrooms.

. Encourage and build trust, respect, and cooperation among team

members.

. Ensure cash and liquor control policies in the FB area are followed by

team members.

. Analyze food/liquor/wine/NA bev consumption for PO and requisition

purposes.

. Review projected budgets vs. financial reports; anticipating/targeting

opportunities and profit margins without compromising guest or team

member satisfaction.

. Develop means to improve profitability by staying aware of market

trends and insuring a competitive position in the market.

. Make recommendations for CAPEX funding of FB equipment and renovation,

through active collaboration, documentation and research.

**Company wide layoff Jan. 2011; Position elimination w/Severance.

Clevelander Hotel/Resort; Miami Beach, Fl 10/09- 6/10

Director of Food and Beverage

Successfully oversee 2 Boutique Hotel operations; Clevelander and Essex

House Hotels. F&B outlet responsible for 85%+of total $20million in

revenue.

. Implemented Labor and Scheduling system for staff and management

. Negotiated/arbitrated Beverage program with Alcohol Vendors; total

gross beverage revenue increased by 3% over prior year; $350K ( while

keeping consistent 18-19% COG's

. Introduced checkbook accounting system allowing budgetary tracking

. Hired /Trained professional Chef for venue

. Implemented food product derivations to reduce COGS by +5%

. Redesigned FB menu to increase kitchen productivity

. Introduced and Implemented Hotel Banquet Event Order system

. Guided and mentored managers, promoted those showing achievement to

"Senior Manager" positions.

. Negotiated and implemented National NA Beverage program; allowing

Clevelander to market nationally while saving company over

$50,000/year in below standard product and service.

**Reduction of force; company layoff w/severance.

Station Casinos Las Vegas; Green Valley Ranch 2/09-10/09

Director of Operations, Pool

. Prior to taking over Pool operations, I worked as Senior Floor and

Nightclub Manager for Aliante Station, a Stations Casino in N. Las

Vegas before transferring to Green valley Ranch

Took over Pool Mid -Season to assist with Branding, sales and incremental

increase in NightLife Revenue; $20,000 added to bottom line per month,

while overseeing and mentoring staff of 50+ employees and P&L of Venue; I

was placed in charge of re-developing/ Branding/ Training entire staff for

2010 season; while working with Corp. Entertainment and Catering to

increase forecasted sales.(Achieved by over $10K/wk)

**Station Casinos filed Corp. Bankruptcy and re- group of company assets.

I Left Company for opportunity in Miami, Fl.

Loews Lake Las Vegas; Henderson NV 2007-

2009

Director of Outlets

Promoted 3 times in 2 years form Convention Services Manager, to Director

of Room Service, to Exec. Steward to final promotion of Director of

Outlets.

Responsible for P&L and Training and Development of staff of 50, for 3

outlets in a 4 Diamond 600 room resort; these outlets made up 60% of total

revenue of F&B for the hotels $2.5 million in sales.

**Company wide layoff Jan. 2009; Position elimination.

Hard Rock Hotel, Las Vegas

2006-2007

General Manager F&B, Beach Club (ReHab)

Served as GM for outlet producing $15 million for a 6 month season.(2

years)

. Successfully interviewed, hired and trained a staff of 125 out of 2000

applicants.

. Staff was molded and taught 4 Diamond serving standards; surpassed

previous years gross revenue by over 30%

. New liquor par and inventory system implemented causing a reduction of

"loss", generating overall 15% increase in Beverage revenue.

. New VIP,as well as satellite bar areas created to gain further

incremental sales; also additional POS stations to expedite faster

service

** Resigned position after acquisition of Hotel from Peter Morton, to

bridge time and continue professional employment with Loews Hotels Brand

.

Hard Rock Hotel, Orlando

2004-2006

Manager; Beach Club

Oversaw $3 million operation to include all aspects of Food and Beverage,

while training to Loews 4 Diamond Corp. standards. Also responsible for

liquor pars ordering and budget for Dept. as Dept. Head

** Resigned position for opportunity with Hard Rock Hotel Las Vegas.

McDonalds Corp. T/A Donatos Pizza, Orlando Fla. 2002-2004

Restaurant General Manager

Led 5 manager team in a $2.5million chain location, highest profit store

in company, running steady 38-40% gross profit

Universal Studios Escape, Orlando

1999-2002

Multi Unit Manager/ Duty Manager

Successfully operated and was responsible for 5 outdoor food locations and

10 Food and Beverage cart locations at CityWalk; program grossed over

$30million/ year.

As closing manager for CityWalk I was also their Duty Manager, or acting

Operations manger for 5 acre park; any and all Security/ Fire / Health/

Medical issues had to go through duty Manager or "399"

Boston Market Corp, Orlando T/A Einstein Bagels 1998-1999

Store General Manager

Oversee all operations; Manager Training store. Duties included Marketing,

staffing, training and overall P&L for venue.

Walt Disney World Resorts, Orlando

1993-1998

Resorts opening Team/ Chef/Manager

Opened 3 Resorts for the WDW Co.; Port Orleans, Dixie Landings, and AllStar

Resort; Port & Dixie Landings as a Chef and AllStar as A FOH Manager and

Trainer.

Awarded Employee of the Year (Gold Dream Pin)1995

Vinnies Pizza & Subs Italian Ristorante, Kissimmee Fla. 1992-1993

Owner Operator/ Partnership

Successfully ran business on own for 2 years, Partner in NJ. Responsible

for menu creation, marketing and all aspects of full service dining

/Delivery/ Takeout

*** Prior Experience deliverable upon request***

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