Operations Manager
Resume:
GERARDO I. RIVERA
**** ******* ******, ********* ***, Bronx, New York 10453
*******.*.******@***.***
http://www.linkedin.com/in/gerardoirivera/
OPERATIONS MANAGER
Industry of Preference: Hospitality
QUALIFICATIONS PROFILE
Highly organized, goal-oriented, and top-performing professional with more than 20 years of proven effectiveness in managing a wide range of hotel and restaurant operations within Union environment.
Offer solid reputation for spearheading growth; successfully meeting and exceeding goals and expectations; and boosting organizational efficiency. Known for track record of adaptability; capable of handling diverse and changing situations while maintaining integrity and exceptional work ethic. Articulate communicator with fluency in Spanish and English languages, along with working knowledge in Portuguese. Technically adept at utilizing Microsoft Office Suite (Word, Excel, and Outlook), TimeSaver (payroll), and SAP (purchasing) applications.
AREAS OF EXPERTISE
Staff Management and Supervision
Food and Beverage Services
Inventory Management
Purchase and Order Management
Financial Reporting
Regulatory Compliance
Auditing and Bookkeeping
Human Resource and Customer Service
Opening and Closing Functions
PROFESSIONAL EXPERIENCE
STARWOOD HOTELS & RESORTS WORLDWIDE, INC. - NEW YORK, NY 2007–2012
Assistant Outlet Manager The Manhattan at Time Square Hotel (2010–2012)
- Systematically organized the food service activities of hotel and restaurant as well as during social functions.
- Guaranteed strict compliance with proper standards and standard procedures to ensure operational efficiency by collaborating with associates from front and back of the house.
- Maintained cleanliness and proper sanitation procedures of all work and food service areas by consistently monitoring the Stewarding Department.
- Keenly supervised receiving and storing procedures while ensuring the continuous operations of all food and beverage storage areas.
- Took charge of purchasing and requesting all food and beverage, managing schedules and payroll, and generating and completing purchase orders through Star Source software.
Food and Beverage Outlet Supervisor Sheraton Manhattan at Times Square (2007–2010)
- Delivered fast and courteous service to guests by overseeing and arranging activities of dining room associates.
- Expertly resolved guest’s complaints and managed the ordering of all liquor for bar, table linen, and other dining room supplies for the restaurant and room service operations
- Presided over the effective training of a team with 35 associates and significantly optimized their productivity.
- Held accountability for attendance controller and coaching and counseling duties.
- Adeptly handled the staffing, rotation, and monitoring of banquet set ups for banquet events of the hotel.
Notable Accomplishments:
- Significantly increased guest service index (GSI) score from 6.4% to 7.4% and met the target score of 8.0% for the current year by working closely with guests, providing their daily needs, and guiding them in making decisions.
- Played an integral role in improving associate attendance and accountability from 8% perfect attendance in 2008 to more than 60% perfect attendance in 2012.
- Successfully standardized breakfast service in 2010 by gathering all necessary information and company procedures as well as by developing breakfast service guide; which resulted to increase in satisfaction scores and served as an achievement for the entire team and management.
- Promoted team effort and established a strong work team to provide on-brand service to guests during the de-branding of the hotel property.
- Remarkably obtained 100% supervising index in worldwide survey system in 2010; which was one of the highest qualifications and best-in-class award based on company treatment, leadership, company development, and management performance.
- Attained 100% in employee engagement index in 2011 by demonstrating outstanding effort and enthusiasm for the success and performance of their organization.
FERRARA CAFÉ AND BAKERY - NEW YORK, NY 2004–2007
Barista Customer Service Representative
- Adeptly handled face-to-face inquiries from customers at the cakes and pastries store.
- Dealt with the processing of all orders and requests as well as the packing and shipping of products to be delivered nationwide.
- Assumed full responsibility of the coffee bar, covering the preparation of all kinds of drinks and supporting counters for the café and restaurant.
EARLIER CAREER
SANTIAGO PARK PLAZA HOTEL–PARK INN HOTEL - SANTIAGO, CHILE 2001–2002
Night Auditor Assistant Restaurant Manager Front Desk Manager
ATTON SANTIAGO HOTEL - SANTIAGO, CHILE 2000–2001
Night Manager
HOTEL AZAPA - ARICA, CHILE 1998–1999
Housekeeping Manager
MARTIN GUSINDE HOTEL - PUERTO NATALES, CHILE 1997–1998
Resident Manager
PARINACOTA AND TARAPACA HOTELS - SANTIAGO, CHILE 1991–1997
Reservation and Front Desk Manager
EDUCATION
Bachelor of Science in Tourism, Hotel, and Airline Management
School of Tourism Sciences and Languages, Santiago, Chile
PROFESSIONAL CERTIFICATIONS
2012 TIPS Certification, TIPS New York
Workplace Anti-Harassment Training Program, ELT Starwood Hotels New York
2011 Master Degree Starwood University: Training Program, Starwood Hotels New York
2010 Behavioral Interviewing Certification, Starwood Hotels New York
RECEIVE and STORE Certification, Starwood Hotels New York
NYC Food Protection Certificate, Department of Health and Mental Hygiene, New York
2009 Sheraton Voice and Building a Coaching Culture Training, Starwood Hotels, New York
2008 Sheraton Brand and Sheraton Experience Training, Starwood Hotels, New York
2000 Excellency Service Spirit and Front Desk Course, WSA Consulting, Santiago, Chile
AWARDS AND RECOGNITION
- Letter and Diploma of Recognition for thoughtful and thorough service during the Clinton Global Initiative (CGI) Conference in 2008 at Sheraton Hotels of New York.
- Letter of Recognition for effort, energy, and commitment in historic run of business with Barclays Capital, The Clinton Global Initiative, and L 300 meeting in 2011 at Sheraton New York Hotel.
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