Manager Customer Service
Resume:
Klaus Feyersinger
Email: abo1zo@r.postjobfree.com
Address: **** *** ******* *****
City: Reno
State: NV
Zip: 89503
Country: USA
Phone: 775-***-****
Skill Level: Director
Salary Range: 100
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Klaus Feyersinger
3171 Sky Country Drive
Reno, NV 89503
abo1zo@r.postjobfree.com
Objective
To get a position as the VP/ Director of Food & Beverage that uses my thirty two years of Hospitality/Culinary experience.
Abilities
* 32 years of proven experience in various sectors of the Hospitality Industry: Casinos, Cruise Lines, Hotels and Restaurants.
* Attained a high level of expertise in food cost and labor controls, as well as strong production and purchasing skills.
* An asset to an organization based on the educational background coupled with the multiple years of experience in a variety of industries.
* Develop the best people possible to provide exceptional service, products and value for our guests while maximizing profitability in the Food and Beverage and Retail Sales Departments.
Employment History
2007-present Harrah`s Reno, Reno, Nevada
Director Food & Beverage
* Developing financial and business operating plans and capital expenditure plans that are consistent with the overall strategic positioning of the property.
* Anticipate and react to changes in planning assumptions and alters plans as necessary.
* Present updates to plans and provides appropriate explanations and solutions to variances.
* Provide leadership and demonstrates behavior that is consistent with the "Spot light on Service" philosophy.
* Plan develops and implements revised procedures to improve the efficiency of the Food and Beverage.
* Controls Food and Beverage and Retail Sales expenses to assure efficient utilization of manpower and facilities.
* Constantly assesses competitive operations (internal practices, product diversity, customer promotions) and recommends appropriate action.
* Successfully decreased beverage COS by 1.2 points to 23%
* Decreased labor cost by 1.1 points to 34% of gross revenue
* Increased Employee Opinion Survey and SFS scores by 0.28 points through innovative engagement initiatives to include round table meetings, weekly staff meetings, and an idea implementation program
* Collaborated with Marketing on advertising campaign to develop strong customer relations
* Facilitated growth in service scores from secret shoppers through information dissemination, coaching and motivation techniques
2004 - 2007 Harrah`s Reno, Reno, Nevada
Executive Chef
* Administer all aspects of food preparation at customer and employee facilities.
* Plan all daily and special events menus as directed. Recommends changes on all standard menus and consistently strives through menu planning to improve food costs, volume, quality, attractiveness and efficient preparation of all food and related items.
* Recommend the quality and quantity of items to be purchased to permit rapid turnover with minimum waste and spoilage.
* Maintain records required for the efficient operation of the department. Maintain approved standards of food and labor costs, portion control and receipts, guarding against waste and pilferage.
* Conduct periodic inspections of all assigned areas including line, preparation, bakery, butcher shop, pantry, clean-up and storage to check for sanitation and equipment condition and care.
* Establish and administers safety policies and procedures pertaining to the Food Department and assures adherence to these policies and procedures.
* Counsel, guides and instructs assigned personnel in the proper performance of their duties. Prepares and coordinates the periodic performance reviews of assigned personnel.
* Recommend changes including hiring, promotion, demotion and release of personnel. Recommends wage and salary adjustments for personnel within established limits.
1996 - 2004 Hilton Miami Airport & Towers, Miami, Florida
Executive Chef
* Winner of the Leadership award of the year 2002 presented by the area Vice-president of Hilton Corporation.
* Winner of Manager of the Year in 1998, the second of four consecutive years the Hotel has won Best Overall Performance Hotel for Airport Properties in Hilton Hotels Corporation.
* Responsible for all food production, employee scheduling, training, and cost control measures for the entire culinary operation of this 500-rooms hotel with total yearly food revenue of over $8 million dollars.
* Coordinated these responsibilities for all the food outlets in the hotel, which include 2 main restaurants (fine and casual dining), room service, 2 lounges, 2 bars, a pool side grill, 30,000 square feet of meeting and convention space, and Club Mystique, a night club with a Latin flair.
* Responsible for the operation of the entire hotel one weekend a month as the Manager-on-Duty.
1992 - 1996 Hilton at Walt Disney World, Orlando, Florida
Executive Sous Chef
* Responsible for training, scheduling, and budget/cost control of this 820-Room Resort, with total annual food revenue of $9.5 million.
* Coordinated and supervised culinary operations for nine restaurants, lounges and bars, and 80,000 square feet convention center.
* Designed creative and customized menus and coordinated food production for the 1994 Hilton`s Association Classic and 1995 Hilton`s Corporate Business-to-Business Summit. 1995 quarterly commitment Award Winner.
1988 - 1991 Hotel Santo Domingo and Hotel Hispaniola, Santo Domingo, DR,
Executive Chef, Premier Resorts & Hotels
* Two full-service resorts, 400 rooms, five restaurants, 20,000 square feet convention facility. Total yearly food revenue of $6 million dollars.
* Responsible for the design of new menus for all the food outlets, supervision, and training of culinary employees.
* Provided off-premise-catering services on a frequent basis to the Presidential Palace.
* Co-founder of the Chaine des Rotisseurs - Chapter Dominican Republic. Implemented sanitation programs and conducted subsequent training.
1982 - 1988 Norwegian Cruise Lines - SS Norway, MS Skyward, MS Southward, MS Starward, and MS Sunward II
Executive Chef
* Promoted through the ranks in 1984 and sailed all luxury ocean liners, including the 2,000 passenger SS Norway, as Executive Chef.
* Implemented new menus and trained the crew of all ships.
* Successfully increased food ratings while lowering costs.
* Passed every U.S. Public Health Inspection on all five vessels.
* Attended all Captain`s Staff Meetings and established excellent relationships with all the Captains.
Education
Restaurant & Hotel Management License, Tyrol, Austria, 1982
Cook and Waiter Apprenticeship, Schlosshotel Munichau, Austria, 1980
High School diploma, Kitzbuhel, Austria, 1976
Training & Certifications
Customer Service:
* VEST Training, Guest Satisfaction/Priority One, Creating Customer Loyalty, Performance for Excellence, Zenger Miller`s Front Line Leadership, and Customer Really Matters Training
Human Resources:
* Sexual Harassment
* Drug & Alcohol Awareness,
* Mentally Tough, Hiring Service Winners, Labor Law Workshop, American Disabilities Act, Manager`s Diversity Training.
* Compliance and Ethics
* Responsible Gaming
* Spot Light on Service
* Excellence in Leadership
Food & beverage:
* Nutrition, Vegetarian Cooking, Updated Health Department Classes, and Energy Management.
Computer Skills
* Proficient in Microsoft Word
* Excel
* Outlook
Languages
* Fluent in English, Spanish and German
References
Available upon request.
Contact this candidate