Manager Customer Service

NATHALIE ROYNETTE

SAN FRANCISCO *****************@*****.** 415-***-****

Highly motivated resourceful and determined professional with a proven track record working for major players in the hospitality, catering and event management industry including the InterContinental Hotels Group, the London 2012 Olympic Games, the London Royal Opera House, the San Francisco Opera House & Symphony Hall. Operational & service orientated, works well in challenging and high intense work environments aiming to deliver impeccable client satisfaction.

KEY COMPETENCIES AND SKILLS

• Extensive knowledge of the Hospitality industry and its stakeholders (hotels, venues, client side, vendors)

• Strong experience running operations in complex environments

• Great client relationship/account management and strong negotiation skills

• Strong interpersonal, communication and organizational skills with a good problem solving approach

• Good knowledge of culinary excellence

• Experience hiring, training and coaching staff

• Ability to handle change, work within fast paced environments and within multi-cultural teams

• French and English; primary languages

PROFESSIONAL EXPERIENCE

Catering Sales Manager – San Francisco Opera House & Symphony Hall Patina

Restaurant

Group

Sept 17 – Aug 18

• Maintained and developed client relationships with key clients; The Opera, Ballet and Symphony companies, TedX

• Led all aspects of catering event management; contract negotiation logistical planning, staffing, vendor selection and onsite management to ensure superior service for each event.

• Prospecting, upselling and fostering of new clients with an annual Food & Beverage target of $1M Operations Manager – London Royal Opera House (ROH) Company of Cooks

Nov 15 – May 17

• Led and developed the catering team (50 employees) at the ROH; Bars, Restaurants, Reservations, Events, Cellar

• Ensured successful and consistent guest care, service, food and beverage standards for an audience of 2200

• Worked with the commercial director to ensure strong financial and commercial performance

• Led HR functions; recruitment, grievances, implementing training

• Complaint handling for all catering areas; bars, restaurants, events Senior Events Manager – London Royal Opera House (ROH) Company of Cooks

Nov 14 – Nov 15

• Creative senior events manager responsible for selling, converting, designing and managing high profile events

• Portfolio of clients include Google, Rolex, Dior, BAFTA, up to 2000 guests.

• Responsible for the catering events budget; $2.2M, at ROH ensuring budget sales target and profit targets were met

• Optimize existing procedures and resources as well as implementation of new systems and procedures where necessary

• Food and beverage operations

Assistant Director of Events – InterContinental London Westminster Opening of a new 5 star luxury hotel for the InterContinental Hotels Group IHG Oct 12 – Sept 13

• Set up all Standard Operating Procedures (SOPs) for the department

• In charge of the event sales team of 2 and their training

• Budget planning and mid-term strategy

• Organization, set up and running of the event on the day

• Management of the weekly operation meeting with the hotel management team

• System management (Strategy and planning) and client database Accommodation Team Leader

Accommodation Coordinator

(IHG Secondee)

LONDON

OLYMPICS

2012

Aug 11 - Oct 12

Aug 10 - Aug 11

• In charge of sourcing and contracting 70 hotels and 240 clients for 48 pre-Olympic Test Events working along with LOCOG’s Sport and legal departments

• Management of a team of 8 coordinators respectively in charge of 6 test events each

• Supervised the overall invoicing and reporting process in collaboration with the finance department for all Test Events

• Risk evaluation and management for all Test Event bookings

• Managing the London 2012 Helpdesk at Games time (38,000 rooms booked in 300 properties)

• Management and follow up of all invoicing and payment for 300 Games Time Hotels.

• Negotiation with lead hotel groups on agreeing demanding terms and conditions within budget constraints

• Benchmark for London 2012 top Partners on banqueting space at luxury London hotels

• Account management for tier 3 Partners

Events Executive, InterContinental London Park Lane Hotel Events Coordinator

IHG

May 08 - Aug 10

Jan 07 - Apr 08

Flagship 5 star luxury hotel for the IHG hotel group comprising of 447 guest rooms and 13 meeting rooms

• Management of broad type of events and group stays from 10 to 500+ guests (VIP board meetings, sporting events/ conferences/ awards and government receptions)

• Client relationship management to ensure repeat business & provide excellent customer service

• Organized, set up and ran the event on the day

• Team management and supervision of operations on the day of the event Events Assistant (Internship) PROGESSIVE

RESOURCES

Jul 05 - Feb 06

Specialist Corporate Team Building Events company

• Client Marketing research & taking part in tenders and presentations

• Leading team building activities for international corporate groups Marketing Assistant (Internship) RENAULT HQ

Paris

Feb - Jul 04

• B2B marketing, technical research, monitoring of sales

• Organizing the build-up of promotional campaigns

• Worked closely with PR companies, creating new forms of advertising destined to B2B customers EDUCATION

European Business Program (EBP) Double degree:

BA (Hons), University of Portsmouth, Portsmouth Business School, UK Diplôme de l’Ecole Multinationale des Affaires, Bordeaux Business School, France 2002-2006

Main courses: International Economics, Management Accounting, Operational Management, International Marketing, Information Systems, Business Law, Research for Marketing Decisions, Organizational Analysis & Human Resources, Taxation

Baccalauréat ECONOMICS - Lycée International de Ferney-Voltaire (01) - France 2002 LANGUAGES COMPUTER SKILLS

French: Primary Language German: Basics Microsoft Office Programs English: Primary language ADP, StaffEasy

PERSONAL INTERESTS

Gap year 2013-2014: I travelled with my spouse, visiting Asia, Oceania and the United States of America. I am a sports fanatic, and enjoy running, power kiting, kite surfing, tennis and snowboarding. As a native French I enjoy discovering new foods & wines. I also practice guitar. I hold a clean EC and CA driving license

SERVE SAFE Certification

REFERENCES

Brian Crowell, Director of Operations – Patina Restaurant Group, ********@***********.***, 310-***-**** See LinkedIn Recommendations: https://www.linkedin.com/in/nathalie-roynette-b216514/

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