Manager Customer Service

Michael Pavlovic

Email: *********@********.***

Address: *** ****** **** *****, #***

City: Naples

State: FL

Zip: 34105

Country: USA

Phone: 239-***-****

Skill Level: Entry

Salary Range: 45

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

MICHAEL R. PAVLOVIC, JR.

225 Turtle Lake Court, #211 * Naples, Florida 34105-2368

239-***-**** * *********@********.***

HOSPITALITY MANAGER

Rooms * Food & Beverage

Dynamic hospitality management professional with over 20 years of experience assuring high levels of guest satisfaction through expert departmental leadership and customer service.

* Hands-on management experience throughout all facets of hotel industry, including food and beverage, housekeeping, rooms division, in-house laundry, recreation, front office and PBX.

* Excellent interpersonal skills, with talent for expedited customer service and motivating diverse employee bases.

* Proven business acumen with demonstrated expertise in boosting revenue and assuring highly efficient and cost-effective departmental operations.

AREAS OF EXPERTISE

Housekeeping Management * Food & Beverage Oversight * Inventory Management * Contract Negotiations Menu & Floor Plan Design * Room Design & Renovation * Guest Experience Improvement

Budgeting & Forecasting * Soft & Case Goods Renovations * Financial Reporting * Customer Service

Hotel Industry Software Implementation & Upgrades * Team Training, Development & Motivation

PROFESSIONAL EXPERIENCE

VARIOUS RESTAURANTS, Naples, Florida * 2001-Present

Key Employee, Lead Bartender, Bartender, Server & Barback: Serve primary role in assuring outstanding guest experiences in wide variety of fine dining restaurants, family restaurants, bars and nightclubs ranging in size from 60 to 250 seats. Provide expert consultation in food, wine and beer selections. Prepare wine, beer and liquor orders; deliver dishes and liaise between customers and kitchens. Perform opening and closing activities. Oversee inventory; assure ice, beer, wine, liquors, fruits, supplies and dry goods are fully stocked. Ensure cleanliness of work and dining areas.

* Boosted sales through expert oversight of bar area, specialty cocktail and martini menu design.

* Stepped in frequently to serve as key employee responsible for end-of-day reporting, cash drop, and restaurant closing.

MICROS SYSTEMS, INC., Naples, Florida * 1998-2001

Product Manager / Product Specialist (2001): Promoted to oversee scheduled installations and upgrades of point-of-sale and enterprise information system software throughout national network of hospitality and restaurant clients. Conducted initial on-site visits; assessed business needs and provided consistent support.

* Played key leadership role in introduction of new Opera software suite for hospitality industry.

Beta Product Manager / Product Specialist (2001): Led on-site client installation teams for hotel and restaurant clients. Served as key liaison between management staff and installation team. Supported product beta sites.

Regional Support Services Product Specialist (1998-2001): Provided expert technical support for restaurant and hospitality clients regarding 2 critical software applications. Monitored incoming client requests; resolved software issues and conducted on-site and remote installations. Educated clients regarding software usage.

MARRIOTT AT SAWGRASS RESORT, Ponte Vedra Beach, Florida * 1995-1997

Front Office Manager (1996-1997): Promoted to handle all aspects of Front Office and PBX operations and serve as key liaison to important guests. Oversaw and administered departmental budget.

* Led renovation of over 360 guestrooms, dramatically improving hotel style and guest experience.

* Introduced new negotiation guidelines for PBX department contracts setting new business standard region-wide.

Continued...

MICHAEL R. PAVLOVIC, JR. * Page 2 *********@********.***

Director of Services (1995-1996): Oversaw all Housekeeping, Rooms, and Laundry department operations. Oversaw annual budget. Negotiated third-party contracts for cleaning services and equipment leases.

* Introduced new negotiation guidelines for housekeeping and laundry department contracts setting new business standard region-wide.

* Received Manager of the Quarter Award for outstanding performance.

LONG ISLAND MARRIOTT HOTEL & CONFERENCE CENTER, Uniondale, New York * 1992-1995

Director of Services: Oversaw all aspects of housekeeping, laundry & health club operations. Managed annual budget and implemented self-directed work teams involved in diverse guest services projects and implementations.

* Commanded extensive renovation of 400 guestrooms, upgrading hotel accommodations and services.

* Received Manager of the Quarter Award for outstanding performance.

NEW YORK MARRIOTT FINANCIAL CENTER HOTEL, New York City, New York * 1990-1992

Housekeeping Manager: Played critical role in orchestrating grand opening of luxury hotel in financial district of New York City. Trained new housekeeping team; created cost-saving and productivity-boosting layout for uniform development department, and managed annual housekeeping budget.

* Implemented peer review guidance process later used as template for similar processes in other hotels throughout region.

* Received Manager of the Quarter Award for outstanding performance.

NOTE: Additional professional experience includes Housekeeping Manager at Marriott`s Wind Watch Resort and Golf Club, as well as Assistant Housekeeping Manager at New York Marriott Marquis Hotel. Details upon request.

EDUCATION

Bachelor of Science in Hotel, Restaurant & Institutional Management

Pennsylvania State University, University Park, Pennsylvania

PROFESSIONAL DEVELOPMENT

7 Habits of Highly Successful People I & II

Effective Task Force Management

Advanced Management Skills

Marriott Leadership Skills

LICENSES & CERTIFICATIONS

FL Dept. of Business & Professional Regulation Community Association Manager License #CAM28928 (Expired)

Safe Staff Food Safety Training (Expired)

Safe Staff Alcohol Awareness Training (Expired)

TECHNICAL SKILLS

Microsoft Office: Word, PowerPoint, Access, Excel, Outlook

Micros Opera * Micros POS * Positouch POS * Aloha POS

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