Customer Service Manager

AIMAN MOUSA

***-** **** ****, **********, New York, 11358 . 347-***-**** C .

********@***.***

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GENERAL MANAGER - HOSPITALITY

Experienced and highly skilled General Manager with more than 19 years'

experience and expertise in: hotel management, restaurant management, food

and beverage operations, vendor relations, profit and loss management and

guest services operations. Expert in turnaround management, able to

identify waste, implement cost cutting strategies and strengthen quality.

Recognized as an astute and efficient Manager with a proven record for

generating significant growth in revenues and effectively motivate staff to

provide unmatched customer service.

. Operations Management . Facilities Management

. Trends Analysis . Inventory Management

. Five Star Customer Service . P&L Accountability / Budget

Management

. Food, Supplies and Labor Cost Control . Vendor Management /

Negotiations

. Productivity and Efficiency Optimization . MS Word, Excel,

PowerPoint, Jonas

PROFESSIONAL EXPERIENCE

THE WEST SIDE TENNIS CLUB, NEW YORK, NY

2005 - 2010

(Legendary private recreational facility and former site for the US Open

offering world class amenities to more than 850 members on 14-acres of land

with an onsite Five Star dining room and club house.)

General Manager

Held full P&L responsibility and oversaw the day-to-day operations

management of this world renowned club with an annual gross of $5.5M and

850 members. Provided direct supervision to managerial staff and indirect

to a subordinate staff totaling over 240.

. Managed the operating budget, oversaw corporate accounts, membership,

and facilities management.

. Turned around operations by identifying and addressing inefficient

operational processes, strengthening internal controls, and

implementing cost saving strategies that took restaurant operations

from a historical negative position in the "red" to a profitability

organization in the "black" for the first time in six years.

. Closely analyzed all expenses and vendor relationships, implemented

new resource management strategies that yielded $500,000 in expense

reductions.

. Identified and nurtured new business opportunities that helped to

increase corporate accounts by 10%.

THE MAYFLOWER HOTEL ON THE PARK, New York, Ny 1996 -

2005

Managing Director of Operations (2001 - 2005)

Food & Beverage Director (1996 - 2001)

Promoted to an expanded roll with greater authority and responsibility for

all front and back of the house operations for this 18-story luxurious

hotel, including: restaurant management, three banquet departments,

housekeeping, sales and marketing, reservations, and food & beverage

operations. Earned recognition and achieved a distinct reputation among

senior management for consistently enhancing quality, driving down costs

and improving revenues. Reported directly to and worked closely with hotel

general manager to ensure a successful operation.

. Appropriated workflow assignments to a staff of 200 union and non-

union managers and employees across three shifts.

. Results of efforts realized through a 10% increase in revenues.

. Directed all restaurant and banquet staff including Food & Beverage

Director and 15 Managers and Assistant Managers and over aspects of

operations, staff and payroll management.

. Prepared contracts that range from $5,000 to $100,000 for catering

services; set and negotiated prices based on cost, season and resource

management.

. Redesigned back of the house operations and created job embedded

employee incentives resulting in a 15% decrease in overall operations

expenses.

Developed high-caliber staff through training and mentorship in the

areas of: leadership, decision-making, managerial style, techniques,

and accountability.

. Quickly unified a large professional team based on strong abilities to

lead and motivate staff, decrease expenses, increase productivity and

deliver top-notch service to customers.

. Assumed special cost accounting duties during holiday and staff and/or

busy seasons.

THE MAYFLOWER HOTEL ON THE PARK, New York, Ny

1993 - 1996

Assistant Food & Beverage Director

. Responsible for hiring and training staff to provide superior customer

service.

. Redesigned back-of-the house operations, implemented incentives to

support customer service objectives and delivered reductions in

operating costs.

. Supervised front and back of the house operations and appropriated

workflow assignments to a staff of 200 union and non-union workers

across three room service shifts covering 495 rooms and 55 suites.

. Managed payroll and oversaw inventory control.

. Managed and appropriated work flow assignments to Food and Beverages

managements and all Staff.

SWISSOTEL THE DRAKE HOTEL ON PARK AVE

1991 - 1993

Restaurant Manager

. Directly supervised and coached 200 employees covering 495 rooms and

57 suites.

. Worked closely with staff and guests and meticulously review feedback

cards for areas of improvement.

. Responded, troubleshot and escalated calls from the guest hotline.

. Prepared shift schedules according to hotel occupancy and special

functions.

. Facilitated trainings for new hires and monitored performance levels

of all.

. Assisted with the department forecasting and budgeting.

. Ensured compliance with all safety and sanitation standards.

. Represented hotel during labor disputes with union members.

GOTHAM HOTEL, New York, NY 1988 - 1991

DORSET HOTEL, New York, NY

1986 - 1988

Restaurant Manager

Managed and appropriated work flow assignments to restaurant staff of 125

professionals and ensured prompt and courteous service delivery to guests

in 400 rooms and suites.

. Oversaw all day-to-day management of floor activities including

restaurant management and the supervision of banquet employees.

EDUCATION

BA, Accounting, Cairo University, Cairo, Egypt, 1985

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