Customer Service Manager

Khalid Mrichcha

**** ******* *** **** 321-***-****

Kissimmee, FL 34746 **************@*****.***

PROFESSIONAL Innovative, cost-conscious Food & Beverage Manager, passionate about creating a dynamic

SUMMARY guest experience, ensuring customer loyalty and motivating staff to deliver unparalleled customer service. Top-ranked in all quality and service standards at Courtyard by Marriott, Sheraton Four Points, Hilton Walt Disney World, Epcot Center and others. Fluent in English French and Arabic.

• Results-oriented leader, consistently recommending solutions that contribute to revenue growth, employee engagement, improved efficiencies and increased customer service levels.

• Exemplary manager and strong motivator, skilled at inspiring confidence,

KEY Food & Beverage Operations Management Budget & Financial Accountability

COMPETENCIES Quality Management Staffing/Training/Team-Building

Business Development Customer Satisfaction

Inventory Management Marketing Strategies

Vendor Contract Negotiation Change Management

PROFESSIONAL Certified Chef, American Culinary Federation, 1999 – Present

CERTIFICATIONS Serve Safe, 2008

Food & Beverage Manager, 2000/1997; Professional Food Manager, 1990

PROFESSIONAL Relic Restaurant & Lounge, Washington, DC 1/2012 - 12/2012

EXPERIENCE Partner, Restaurant Manager

• Manage all aspects of food service operations

• Hire, train, motivate, supervise, evaluate, schedule and terminate employees

• Oversee inventory control, ordering, food sanitation and quality control of food

products

• Developed new menu items that increased sales

Courtyard by Marriott (Ocean Properties Ltd.), Lake Buena Vista, FL 02/2001-12/2011 Food & Beverage Director

Planned, coordinated and ensured delivery and quality of all food & beverages for restaurant, banquets and lounge. Hired, trained, led and empowered a team of 32 employees. Generated monthly P&L and yearly budget. Negotiated vendor contracts and managed service delivery. Resolved employee, HR and customer service issues. Hands-on knowledge of dining room, bar and kitchen operations.

Key Accomplishments:

• Partnered with VP to implement solutions that improved operations, productivity, morale and customer satisfaction, taking the Hotel to the next level.

• Instilled an atmosphere with staff of teamwork, ownership, accountability & responsiveness.

• Driving force in innovating successful marketing, new business and customer retention strategies.

• Took a proactive and consistent approach to stock control, cost control and cash control; kept labor/food costs 2-3% below corporate objective with zero waste.

• Passed 4 different inspections from 4 companies every 6 months, earning 90%+ for maintaining standards in sanitation, front/back-office procedures and staff training.

• Consistently achieved top scores (100%) for customer satisfaction, speed of service and quality of food, resulting in customer loyalty and repeat business.

Sheraton Four Points, Orlando, FL 06/1997 – 01/2001

Executive Chef

Supplied leadership and oversight of kitchen, menu, staff, quality control and customer satisfaction.

Key Accomplishments:

• Delivered all controllable expenses on or under budget every quarter.

• Hired, trained and directed kitchen staff and organized the restaurant team. Created “make it happen” teams with regular team meetings, well-defined tasks, efficient scheduling and constant motivation/mentoring.

• Instituted measures to assure rigorous quality control and minimized waste.

• “Supercharged” marketing for Hotel and restaurant by creating a hotel “theme”, incorporating first-ever daily and weekly menu specials and maintaining a quality-driven environment.

Hilton-Walt Disney World, Orlando, FL 03/1995 – 05/1997

Culinary Specialist

Key Accomplishments:

• Ran very successful sauté and grill stations, received numerous accolades for high level of customer service.

• Created daily menu specials to stimulate interest and build customer loyalty.

• Built high-energy team of restaurant staff working together to ensure an exceptional quality of food for guests.

Holiday Inn Main Gate, Kissimmee, FL 07/1990 – 01/1995

Chef de Cuisine – “Super Achiever” Award winner

Key Accomplishments:

• Responsible for the operational management of the kitchen

• Making sure that all health and safety requirements are met

Epcot Center, Walt Disney World, Orlando, FL 01/1987 – 06/1990

Chef

Key Accomplishments:

• Responsible for the operational management of the kitchen

• In charge of the cooking, preparation and serving of meals and refreshments

TECHNICAL Computer: POS: Fosse, Micros, Marriott Global Source Systems

SKILLS Languages: French, Arabic, English

PROFESSIONAL Hospitality Workshop, American Hotel & Lodging Educational Institute, 2010

TRAINING Hospitality Management Courses, Marriott Connect-U, 2006

Supervisor Development, Certificate of Completion, World Center Marriott, 2005

Culinary Diploma, Hilton-Walt Disney World, 1995

Creating Customer Loyalty, Certificate of Achievement, Hilton-Walt Disney World, 1995

EDUCATION Marriott Connect-U Hospitality Management, Washington D.C., 2006

Diploma in Business Management, Brand Immersion & Fundamentals

Superior Institute of Hotelerie, Tourism & Hospitality Management,

Agadir, Morocco, 1984-1987

Tourism & Hotel Technician Degree

University Moulay Ismail, Meknes, Morocco, 1982-1984

Associate's Degree in Literature

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