Customer Service Manager
Resume:
NEVILLE JOHN
Phone: ***
linkedin.com/pub/neville.john/35/694/bb7
Email: ********@*****.***
Skilled Management Professional with experience in diversified environments
Team/Organizational Leadership
Excellent Customer Relations
Marketing and Public Relations
Operations Management
Strategic planning, Training & Development
Highly motivated business professional of the hospitality industry, with
verifiable records of accomplishments in enhanced customer service, cost
control, increased revenues and profits. Detail oriented, resourceful
problem solver with effective critical thinking skills. Excellent follow up
and time management skills. Has the ability to interact with professionals
from various backgrounds and disciplines.
____________________________________________________________________________
______________
PROFESSIONAL EXPERIENCE
SOFITEL SANFRANCISCO BAY, Redwood City, CA July 2011 -
Oct 2011
Director of Outlets
Oversee and direct the daily operations of the Bay 223, Bay Bar, Market and
IRD. Responsibilities include providing leadership and direction for 35
ambassadors. Hire and train new associates, empower, coach, and conduct
performance reviews, maintain Sofitels standards of service and
implementation. Other responsibilities include overseeing inventory and
supplies. Coordinate with other hotel departments to ensure efficient guest
service. Resolve guest complaints as appropriate to maintain high level of
customer satisfaction and quality of service.
HYATT REGENCY SANTA CLARA, Santa Clara, CA June 2008 -
to April 2011
Director of Banquets (January 2010 - to April 2011)
Responsibilities include directing all aspects of food & beverage service
and events in the banquets department. Manage performance and provide
guidance to the banquet staff. (Captains, bartenders, servers, conference
service supervisors and houseman). Oversee 60,000 square foot of banquet
and convention service with a seating capacity of 1000 in the Grand Ball
Room. Ensure banquet events are conducted according to the banquets order
and catering specifications. Maintain Hyatt standards in banquet service by
working with the cross functional teams. Implement cost control by
assisting the management with food, beverage, decoration and equipment
purchase.
Director of Outlets (June 2008 - December 2009)
Responsible for overseeing, directing the daily operations of the
Restaurant, Lobby Bar and In -Room Dining. Develop and recommend marketing
plans and manage within approved plans. Control cost by increasing
productivity, up selling and booking new business. Manage two assistant
food & beverage managers, bartenders, servers and server assistants and
ensure the staff's performance reflect Hyatt service standards. Implement
procedures to increase guests and associate satisfaction. Hire, train,
coach, counsel and conduct performance reviews. Exercise quality control
for both food and beverage; resolve guest's complaints and continue to
maintain high level of satisfaction. Coordinate with other departments to
ensure efficient guest service.
HOLIDAY INN, SAN JOSE (formerly Hyatt San Jose), San Jose, CA
July 2006-June 2008
Food & Beverage Manager
Responsible for Caf, Amalfi's Grill & Bar, Room Service & Banquets
operations. Lead and mentor the team to deliver high quality product.
Hire, train associates to IHG standards. Part of the management team who
contributed to the success of the company name change when Hyatt was
converted to Holiday Inn in 2006. Implemented IHG standards including staff
training, modified existing job descriptions, policies & procedures,
training manual .Other responsibilities include preparing budget, forecast
revenues, restaurant /in house promotions, manage labor and costs.
HYATT SAN JOSE, San Jose, CA
August2000 - July 2006
Director of Outlets (July 2003-June 2006)
Oversee the function of all food & beverage outlets to ensure excellent
customer service and maximize revenue and profits. Responsibilities include
marketing, promotions, menu planning, hiring, training, scheduling, control
payroll, beverage costs.
Manager Amalfi's Grill & Lounge (August 2000 -June 2003)
Manage the upscale Italian Restaurant with the daily operations. Major
accomplishments include improve customer satisfaction, establishing and
maintaining regular clients, increased revenue, average check through
various promotions and control costs.
SOFITEL CHICAGO O'HARE, Rosemont, IL
August 1996-June 2000
Outlets Manager (August 1998-August 2000)
Oversee and direct the daily operations of the Chez Colette, Caf de Paris,
Le Bar, Petit Marche and Room Service. Responsibilities include providing
leadership and direction for two assistants and 32 associates. Hire, train
new associates, and empower, coach, performance reviews. Maintain Sofitels
standards of service and implementation. Other responsibilities include
overseeing inventory, ordering and controlling beverage supplies.
Coordinate with other hotel departments to ensure efficient guest service.
Resolve guest complaints as appropriate to maintain high level of customer
satisfaction and quality.
Accomplishments include reduction of beverage cost by 4% and enhancement of
customer satisfaction by 10% scoring the #1 position for 4th quarter 1998
in the customer survey results for Sofitel Hotels in North America.
Banquet Manager (October 1996-August 1998)
Oversee the daily operations of meetings & social functions. Maintained a
strong client relationship and ensured that all convention specification
are communicated to and executed by all hotel operating departments. In
charge of hiring, training & developed associates to maintain Sofitel
service standards. Ensured the payroll & beverage cost were in line.
____________________________________________________________________________
_____________
EDUCATION & AWARDS
CORNELL UNIVERSITY, Ithaca, NY
Anheuser-Busch Professional Development Program, June 2000
Successfully completed the program in Food & Beverage Management
Anheuser-Busch Professional Development Program, July1999
Successfully completed the program in Planning for Profits: Food Service.
CEYLON HOTEL SCHOOL, Colombo, Sri Lanka
Hotel and Catering Operations -Graduated with Honors in Food & Beverage
Operations
Computer Skills: MS Word, Excel, Outlook, PowerPoint, Micros & Info genesis
Contact this candidate