Customer Service Manager
Resume:
Marten Robitaille
Wappinger Falls, NY 12590
******.**********@*****.***
* Dedicated, self-motivated, hard-working, articulate professional with 5+
years of team management, event planning & customer service experience
* Excel in resolving employer challenges with innovative management
solutions, systems and process improvements to increase staff efficiency,
customer satisfaction and company profitability
* Skilled at the management of staff to ensure events are planned and
executed with precision
* Encourage a productive and team spirited, customer-centric environment
* Superior interpersonal and communication skills
~ EDUCATION AND QUALIFICATIONS ~
Bachelor of Science in Business Administration
With a concentration in Sports, Entertainment, Event Management - 2006
Johnson & Wales University, Denver, CO
GPA: 3.0/4.0
Certificate in Networking & Technical Support - 3/2010
Ridley Lowell Technical Institute, Poughkeepsie, NY - Dean's List
ServSafe Certification
National Restaurant Association
~ COMPUTER SKILLS ~
Word, Excel, PowerPoint, Networking, Hardware, Software, HTML, Access, Mac,
Internet savvy,
Windows Server 2003
~ PROFESSIONAL EXPERIENCE ~
Culinary Institute of America, Poughkeepsie, NY
9/2008-4/2009
Operations Coordinator (Temporary Position)
. Managed the daily activities of 20+ student & non-student staff members
assigned to continuing education courses, workshops, culinary exams and
events at this world class culinary institute
. Managed daily operations for banquets, food enthusiast short courses,
culinary exams, daily workshops, weddings, bar/bat mitzvah's and
corporate events; including facility set-up and break down, food and
beverage service, and scheduling and supervision of banquet servers,
chefs, attendants, bartenders and other staff
. Coach and monitor student servers, busers, and hosts to maximize
performance; conduct formal and informal performance reviews and provide
corrective feedback to employees/students that need improvement
. Monitor and manage multiple events simultaneously utilizing student staff
members, multiple kitchens and facilities to ensure guest satisfaction
and event success
. Served as a liaison between chefs, guests, hosts/customers, food service
industry personnel, food enthusiasts, and food vendors to ensure all
events run according to plan
. Planned and monitored daily event staffing schedules and adjusted
accordingly to ensure adequate staffing levels that supported operational
demands and business objectives
Grand Plaza Hotel & Beach Resort, St. Pete Beach, FL
5/2007-9/2008
Banquet Manager (9/2007-9/2008)
Food & Beverage Manager (5/2007-9/2007)
. Served as the Food and Beverage & Banquet Manager for this ultra
exclusive resort and hotel managing the operation of 3 hotel restaurants
and bars, banquet halls, meeting rooms and special events areas; promoted
after 6 months to Banquet Manager
. Managed a staff of 80 responsible for the preparation and execution of
events for up to 500+ guests
Marten Robitaille
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Grand Plaza Hotel & Beach Resort, St. Pete Beach, FL (continued)
. Managed large banquets, corporate and hotel events ensuring that events
were planned and executed with precision and that customer service and
satisfaction was optimized
. Develop and manage catering budget for events and serve as the point of
contact for contractual issues from point of sale through completion of
event
. Responsible for inventory, ordering and delivery of supplies, food items,
appropriate wines & liquors, linens, tables/chairs, etc. for all events
. Maintained inventory, orders and deliveries for all food, beverage and
supplies relating to banquet and restaurant operations
. Hired, trained, supervised, scheduled and disciplined staff accordingly
. Maximized profitability through superior customer service, effective and
prompt communication with staff and customers and excellent planning,
attention to detail and timing
. Managed revenue and expenses to reflect appropriate budgets
. Collaborated with culinary staff in special event menu planning
. Interacted with customers to promote guest satisfaction ensuring steady
repeat business
City of Poughkeepsie, Parks & Recreation, Poughkeepsie, NY
3/2006-7/2006 Intern/Special Projects
Coordinator
. Managed the maintenance and operations of 14 parks with the city;
including lawn and field maintenance, lighting, security, event
scheduling, recreation schedules, team league field assignments, etc
. Recommended program and facility improvements and oversaw contractors
assigned to repair and maintain facilities
. Conceptualized, organized, planned and executed city-wide community
events including sporting events, multi-cultural gatherings, parades,
etc. and worked with city Fire and Police departments to ensure
appropriate security for events
Great-West Life & Annuity Company, Denver, CO
4/2005-12/200
Event Coordinator - Corporate Conference Center
. Provided event coordination for this large insurance company's Corporate
Conference Center encompassing multiple large and small conference rooms
and meeting areas
. Provided food and beverage service, event set-up, service and clean-up,
audio/visual equipment, and special requests
~ VOLUNTEER & SPECIAL ACTIVITIES ~
Event volunteer at the following events:
2002 NBA All-Stars, Atlanta, GA
2003 NHL All-Stars, St. Paul, MN
2004 X-Games, Aspen, CO
House of Blues - Intern
Promoted events and assisted with ticketing & administration for concert
venues
Bandimere Speedway and the National Hot Rod Association - Intern
Coordinated vendor placement and managed crowd control for 135,000
spectators
Organized press room and developed press releases after each race
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