Customer Service Management
Resume:
AL GODFREY
Arlington, Texas 76012
Telephone: 817-***-**** email: ***********@*****.***
EXPERTISE PROFILE:
Extensive experience in the Food & Beverage Hospitality and
Convention Services Operations working for exclusive hotels in various
parts of the United States. Main concentrations: Restaurant
Catering/Banquets and Meeting Management. Expertise in Training and
Development including verifiable skill impacting efficiency and
profitability. Highly self-motivated with innovative ideas and concepts
for increasing employee morale and improving productivity levels.
Demonstrated ability to work effectively and congenially with employees
and management personnel at all levels. A team player who adapts quickly
to changing tasks and produces results.
WORK HISTORY:
ADAMS MARK HOTEL; Dallas, Texas 1997 - 2010
Banquet Director Assistant
Supervised the daily operations, pre-planning, and delivery of
banquet services for a 350,000 sq. ft. convention service hotel with the
ability to support banquets for up to 4,000 attendees. Provided staff
training and assisted with departmental service procedures. Actively
involved in setting and maintaining high standards of staff performance
and excellence in customer service.
ARLINGTON HILTON; Arlington, Texas 1994 - 1997
Banquet Operations Director
Fully responsible for the service operations of a 3,500 sq. ft.
facility catering to the corporate and domestic market. Managed and
monitored the performance of 20 employees including supervisors.
Designed and implemented job descriptions of all banquet and convention
services staff including all assistant managers. Maintained a high level
of customer satisfaction while achieving corporate productivity and
profitability goals.
. Established the first-ever comprehensive training program
for both service and setup staff, resulting in more productive and
efficient performance as measured by customer surveys
. Substantially expanded the customer base with both out-of-
state and local groups, increasing catering sales from $60,000 to
nearly $140,000 while maintained superior customer service
LUXOR HOTEL; Las Vegas, Nevada 1992 - 1994
Catering/Room Service Manager
Fully responsible for all pre-opening activities involving
operational procedures, staff recruitment and training, and equipment
purchasing for this large luxury hotel offering 24-hour room service.
Designed the Departmental Training Manual and prepared it for
implementation. Designed and set the hours of operation for the
concierge floors that catered to exclusive clientele.
. Recruited staff who learned quickly, performed well, and
contributed to a successful opening
. Designed and implemented training materials and programs
for the entire staff and ensured that all staff members and
supervisors were trained prior to the onset of operations
. Initiated a team-based management philosophy that enhanced
employee involvement in decision-making, maintained a high level of
morale, and enhanced work satisfaction.
HILTON HOTELS CORPORATION - Las Vegas Hilton; Las Vegas, Nevada
1990 - 1992
Restaurant Director
Totally responsible for managing and directing a high-profile complex
of multi-unit, theme-based restaurants (Italian, Bavarian, Steak House,
Prime Rib) as well as a gourmet restaurant specializing in fine dining
with French cuisine. The combined restaurants served up to 700 covers
per night. Analyzed and prepared sales forecasts, monitored staff
performance, and developed training programs specific to each restaurant.
Ensured that performance standards were met or exceeded.
. Accepted special assignment to diagnose and correct operational
problems in the coffee shop
. Identified, addressed, and resolved potentially disruptive labor
relations problems
. Created a workshop series to solicit employee input and enhance
workgroup satisfaction
. Consistently met payroll, budget, and customer satisfaction
goals.
AL GODFREY
Page Two
CORE COMPETENCIES / ACHIEVEMENTS:
Staff Management
Implement a team-based management philosophy to increase staff
participation in operational decision-making, resulting in increasing
levels of morale and enhanced work-satisfaction. Proficiency in
initiating new positive and effective ideas to improve productivity
levels by leading and coaching staff members in a successful direction.
Training and Development
Design and implement skills training, job training, and leadership
development for hourly/management staff in Food & Beverage and Convention
Services. Develop, write, implement, and coordinate training programs.
Achieve a high percentage of employee retention and longevity by ensuring
employee growth and development.
Operational Management
Develop effective strategies for departmental budgeting, forecasting,
and expense control systems, achieving company goals and projections.
Ability to recognize and meet customer needs achieving a high percentage
in revenue and service enhancement. Provide executive staff assistance
in internal project management related to performance improvement and
cost effectiveness.
EDUCATION:
B.S. in Business Administration with major in Hotel Administration
UNIVERSITY OF NEVADA - HOTEL ADMINISTRATION SCHOOL; Las Vegas,
Nevada
Program emphasized Food & Beverage Operations, Cost Controls
Systems, Hotel Accounting, Labor Relations, Hotel Marketing Analysis,
Human Resources Management, Menu Planning, and Food Purchasing.
Food Management Diploma
ATLANTA TECHNICAL INSTITUTE; Atlanta, Georgia
Two-year program in Food/Management emphasizing Commercial
Feeding, Dietary Menu Planning, Food Purchasing, Inventory Control,
Marketing and Promotion.
Diploma in Convention Management and Services
AMERICAN INSTITUTE OF THE HOTEL MOTEL ASSOCIATION
Certificate of Achievement in Training and Development
UNIVERSITY OF OKLAHOMA COLLEGE OF CONTINUING EDUCATION
Program sponsored by the American Society of Training and
Development (ASTD)
LANGUAGES:
Multi-lingual: English, French, and Spanish
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