Customer Service Management

Scott James

*** ***** ****, ******** ** *****

*********@***.**********.*** . 478-***-**** c

Team Supervision ( Strategic Planning ( Special Events

Dynamic, flexible hospitality management professional, providing expertise

ranging from food service and special catering events through facility

oversight and management. Superb strategist and organizer, coordinating

cross-functional teams in fast-paced environments to achieve goals

accurately and rapidly. Strong priority manager; proven financial and

resource allocator; expert chef and menu developer. Repeatedly noted for

superior performance; expertise in planning and executing events involving

prestigious domestic and foreign dignitaries. Sound analyst and problem

solver; accomplished trainer; superior customer-service attitude.

CORE COMPETENCIES

MOTIVATIONAL LEADERSHIP Facilities Management Cost Containment

Regulatory Compliance

Teams Oversight Inventory Oversight Team Building & Coaching

Menu / Event Planning Resource Allocation

Professional Experience

US NAVY - VARIOUS LOCATIONS 1990 TO PRESENT

Lead Culinary Specialist / Housing Supervisor, 2007-Present

Direct 14-person cross-functional team and oversee vendors; monitor

contractors and vendors to ensure timely, accurate task completion and

deliveries. Oversee supply deliveries, ensuring adherence to quality and

safety requirements. Receive products, manage inventory and compile,

analyze and report on performance metrics. Coordinate multiple functions

and departments to ensure timely service; resolve problems and ensure high-

quality customer service and satisfaction; manage end-of-year

reconciliations. Train and develop assigned personnel; administer

contracts.

Managed room availability and assignments for 6 buildings; directed

maintenance of 2,400 rooms and managed $5-million inventory. Interacted

with customers regarding room assignments and to resolve problems.

Coordinated with maintenance, housekeeping, physical plant and other

departments as necessary.

Department Supervisor, 2006-2007

Led 43-person cross-functional food-service team to plan, prepare and serve

of food in environments ranging from everyday to prestigious special

events. Developed and prepared menus; scheduled and assigned employees;

ordered and managed $800,000 inventory. Ensured adherence to sanitation and

regulatory requirements; resolved problems and managed reporting functions.

Key Achievement:

> Planned and successfully executed 2 luncheon and 6 reception menus

honoring dignitaries from Romania, Bulgaria, Ukraine and Georgia.

Lead Chef, 2004-2005

Scheduled, assigned and supervised up to 29 food service professionals,

providing leadership in planning, supply ordering and warehousing $500,000

in supplies, and preparation / service of food for up to 350 individuals.

Planned menus and developed recipes; monitored and capitalized on areas for

procedural, space organization and process improvement. Trained and coached

team; provided professional development opportunities and developed

leadership potential.

Key Achievements:

> Earned outstanding 95.14% score during supply management assessment

audit.

> Identified and implemented improvements for space use, task

organization, and team performance.

> Selected as nominee for prestigious Arch Griffin Leadership Award.

Dining Room Supervisor, 2003-2004

Oversaw all functions with regard to food service, including food and

employee sanitation requirements and equipment cleanliness. Supervised 25-

person team, providing training and coaching in sanitation regulations,

food preparation, and customer service. Managed ordering and inventory of

up to $500,000 worth of supplies.

Key Achievement:

> Provided exemplary planning and execution of 5-star reception

involving US Ambassador to NATO along with 15 dignitaries from NATO's

senior political governing body, the North Atlantic Council.

Private Chef, 1999-2002

Directed cross-functional team members; managed operational requirements

for bed-and-breakfast, official dignitary and foreign VIP functions, and

special events. Planned menus and developed recipes; scheduled and assigned

team members; monitored performance and provided training / coaching as

necessary. Attended to dignitaries' requests and dietary requirements.

Managed up to $150,000 of equipment and furnishings; oversaw food

inventory.

Key Achievement:

> Successfully planned and orchestrated 30+ private breakfasts and

luncheons serving 450+ guests.

** Prior experience includes positions as Lead Cook and Warehouse

Supervisor **

Credentials

ADVANCED CULINARY TECHNIQUES & MANAGEMENT

Service & Supply Handling ~ Record-keeping ~ Hospitality / Kitchen

Management

Advanced Food Preparation ~ Food Service Operations Management

Professional Development

Menu Planning & Preparation ~ Recipe Development ~ Personnel Supervision ~

Leadership & Management ~ Inventory & Supply Management ~ Food Sanitation &

Regulatory Requirements ~ Customer Service ~ Problem Solving

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