Sales Manager

Lance M. Raffo

*** ********* ******, ***********, ** 26205 Home 304-***-****

Mobile 304-***-**** **********@*****.***

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Top-performing, solutions-driven Food and Beverage professional with over

12 years successful experience. A dedicated manager with the ability to put

others at ease, quickly building relationships based on mutual trust and

benefit. Dedicated professional committed to meeting and exceeding goals

and objectives.

Professional Experience

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Neighborhood Hospitality Group, Summersville, WV 2008 - 2010

Manager

. Direct daily operations of kitchen, dining room and bar at a national

chain restaurant with $3.5M yearly revenue.

. Ensure food and beverage quality and standards from arrival thru

delivery to guests.

. Monitor labor budget, beverage costs and food costs to ensure maximum

profitability.

. Assist with the development, marketing and implementation of local

food and drink specials and events.

. Ensure complete guest satisfaction by conducting a table visit for

each guest as well as following up with any guest complaints in a

timely manner.

THE RITZ-CARLTON, Tysons Corner, McLean, VA 2007 - 2008

Director of Food and Beverage Outlets

. Increased annually revenues over 2006 by $600,000 while reducing food

and beverage costs down to 20% and 15% respectively. Managed food and

service quality, developed promotions to build sales, and reduced

costs by controlling portions in the dining room. Departmental annual

sales topped $6.5 million by the end of 2007.

. Developed and implemented the conversion of The Lobby Bar from a cigar

bar to an upscale wine bar. Purchased a Cruivent that led to

increasing wine sales and monthly promotions. Introduced specialty

wines and increased wine sales by $150,000 per year. Selected by

Northern Virginia Magazine as the #1 Spot for Happy Hour in the area.

. Successfully increased the Gallop Full Engagement Score from the red

zone to green zone in one year. This was the best improvement ever

achieved by any Ritz-Carlton.

. Managed highly successful weekend and holiday brunches and daily

formal tea services.

. Member of a Task Force from late 2007 to February of 2008 assist The

Ritz-Carlton Key Biscayne and The Ritz-Carlton Battery Park to improve

property performance.

. Managed labor cost, payroll records, developed schedules based on

sales forecasting and maintained the required 29% labor cost dictated

by the company.

. Utilized Change Management techniques in reshaping employee team focus

to a higher standard of service expected of all Ritz-Carlton

properties.

. Coordinated department efforts with other hotel departments on a daily

basis.

KINGSTON PLANTATION (Embassy Suites), Myrtle Beach, SC 2006 - 2007

Assistant Director of Food and Beverage

. Supervised food and beverage operations at a large beach front resort

that utilized the Embassy Suites flag. Managed daily operations

pertaining to multiple food and beverage operations that included

Omaha Steakhouse, a casual dining outlet, lobby lounge, pool bar and

grill, in room dining, catering and conference food and beverage

service, a Starbucks kiosk and daily breakfast buffet. Outlets totaled

over $8 million in food and beverage revenue annually.

. Worked closely with all catering clients and Director of Catering

Sales.

. 100,000 square feet of meeting space.

. Ensure that all meeting rooms were kept clean and always in show

condition.

. Improved overall food and beverage purchasing managed inventory

control and reduced overall costs by 1% below company expectations in

both categories.

. Scheduled and supervised the employee team, controlled costs and

reduced overall labor costs by 1% below company expectations.

. Catering and Conference won the Pinnacle Award for Excellence in 2006

by Successful Meetings magazine.

SNOWSHOE MOUNTAIN RESORT, WV 2003 - 2006

Assistant Director of Food and Beverage

. Managed the overall operation of 22 food and beverage units that

included fine dining, express dining, casual dining, adventure dining,

catering and conference events and bar service. Property generated in

excess of $7.5 million in food and beverage revenue annually.

. Interim Food and Beverage Director for one season, Interim Director of

Conference and Catering for one year.

. Worked closely with all catering clients and Director of Catering

Sales

. Reduced food costs from 33% to 29% and beverage costs from 27% to 23%

through improved purchasing plans, negotiating larger discounts with

food suppliers, controlling portions served and implementing stronger

inventory practices department wide.

. Reduced labor from 25% to 23% by improving shift management and off

season labor plans for the property.

. Drastically improved guest satisfaction levels in conferences and

catering by implementing a number of changes in the style and level of

service that more accurately matched guest expectations at this

resort. The changes resulted in the addition of 15,000 square feet of

additional space to accommodate business growth.

. Added $400,000 in bottom line profitability in 2005 by reducing labor,

food and beverage costs.

. Assumed and maintained the lead in Intrawest Resorts on Mystery

Shopper report scores for full service and express dining during a two

year period.

. Member of a team of 9 professionals selected for the Service Quality

Team that developed and implemented service standards for the 1400

employees at the resort.

. Worked closely with other managers to create a Guest Recovery and

Employee Recognition programs.

. One of 6 Lean Six Sigma Certified Green Belts on the property leading

Lean Six Sigma projects to increase property productivity and revenue

in selected business units.

WINTER SKI RESORT/GLADE SPRINGS RESORT, Ghent, WV 1998 - 2003

Director of Food and Beverage/Rental Shop Supervisor

. Increased sales 12% by changing the theme and menu of the casual

dining restaurant.

. Managed express and casual dining establishments at sister resort.

. Banquet Captain at Glade Springs Golf resort for 20,000 square feet of

meeting space.

. Supervised operations at the largest rental shop in the Southeastern

United States at a Ski Resort property. Moved large groups through the

shop and rental process in a safe, effective, courteous and efficient

manner.

Education and Training

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University of Phoenix, Phoenix, Concord University, Serve Safe Certified

AZ Athens, WV TIPS Certified

MBA, Organizational Management, BS in Hospitality

Pending in December of 2011 Industry Management,

Resort and Ski

Management, 2002

Contact this candidate