Manager Customer Service
Resume:
Godfrey Siziba
Parktown, Johannesburg,2001
*****************@*****.***
Restaurant Manager / Food and Beverage Manager
I am a very capable results orientated manager with experience and can successfully increase efficiency, drive sales & turnover, whilst maintaining a continued focus on customer service. I have the ability to evaluate opportunities and risks to deliver innovative new
-solutions, to nurture and grow a business. I have excellent people skills and enjoy leading the business from the front by offering my personal touch to guests. I am currently looking for a suitable management position which is heavily customer orientated.
Core professional competencies include:
Communication skills, Listening skills
Leadership, Delegation, CPR and First Aid
Customer relations & satisfaction
Problem Solving, Interpersonal Skills
Staff development - Coaching & mentoring
Planning & organizational skills
Attention to detail, Multi tasking
Staff retention - Staff Motivation
Food &beverage, Sock control
Self Motivated, Dependable,
Staff up skilling and Team building
Vendor sourcing & negotiating
RELEVANT EXPERIENCE
Lake kariba inns Hotel
Siavonga,Zambia
(Privately-Held Hotel and the biggest along the Lake Kariba in Siavonga district with an average turnover of R85, 000,000 million in annual revenue)
Food and Manager/ (August 2017 to July 2018)
Management of the Restaurant and Bar by ensuring service was smoothly and quickly and stock takes and ordering.
Ensured high levels of customer service were maintained at all times by all Waiters, Conference attendants., bar personal and dealt with customer complaints by addressing problems and complaints.
Organized boat cruises and ensured adequate food and beverages were on boards.
Ensured events and conferences were smoothly executed.
Ensured food and beverage presentation were up to standard &food and beverage were served at the correct temperature,taste
Ensured the enforcement of FIFO, and ensured portion controlling was implemented.
Dealing with stock variances,Stock reconciliations, Stock control and Stock receiving, checking, entering and transferring in the
-Micros POS System. Staff and menu additions and removals on Micros and assigning of employee tasks on Micros
Dealt with suppliers and negotiated the best prices for food and beverage orders.
Conducted quarterly staff performance reviews and trainings and planned work schedules for individuals and teams
Ensured open communication with the Directors, guests, departments and ensure all pertinent information is given to the
individual departments and ensured compliance with licensing laws, health and safety and other statutory regulations
Assisted with cash, credit card and debit card payments when necessary and did table voids, payment bill transferring when
-Ever guest requested bills to be transferred to their rooms and also did bill splitting on request of customers and did cash ups
Key Achievements: l established mandatory customer service training program for all customer-facing employees &boosted guest satisfaction scores from 79% to 95% within 6 months of launching the program as elaborated by the increase in positive
- good online reviews on online travel agencies such as Trip Advisor, Booking com, Safari now and also on our hotel facebook page
E,g -Lake Kariba Inns - Home Facebook -https://www.facebook.com Places Siavonga Lake-Rating: 4,4 - 333 votes Lake Kariba Inns, kariba
Siavonga. 15968 likes 87 talking about this 21801 were here. Lake Kariba Inns.
Partnered with bartenders to create and introduced signature cocktails and doubled revenues within 6 months.
Successfully trained kitchen and bar staff to minimize on stock wastage and variances &implemented strict measures on portion
- control, something which reduced food and beverage costs by13 to 17% to be around 32 to 37% from around 48 to 55 % before.
Reasons for leaving: Left to comeback to South Africa to be closer to my family as l never liked the Zambian environment and culture, hence did not renew my one year contract.
Cafe flava catering group Gauteng, South Africa
(Privately-Held Company; operated and franchises 30 catering restaurant stores in 3 provinces such as Gauteng, KZN and Northwest
Which are in VIP Schools such as Advtech group, or Red Ham colleges and also in Business complexes with a average turnover of R48 million in
Annual revenue)
Operations Manager (March 2016 to August 2017)
Drove excellence in the day-to-day operations of all company-owned restaurants by training and coaching and motivating catering
Managers, assistant managers, restaurant teams and ensured we delivered the highest quality customer service.
Maintained compliance standards for excellent service, food quality, food presentations and task performance.
Performed daily audits of safety, sanitation, food quality, meal delivery at point of service, and quality standards to optimize financial and operational productivity.
Conducted meetings with HODs of our contracts clients on a regular basis and ensured satisfaction with dining services.
Worked with clients in maintaining safe work environment in facilities.
Managed team members to ensure that they both exceed the client’s expectations and achieve targeted performance.
Maintained weekly and monthly operating reports to analyze performance to budgets and ensured financial goals were
- attained
Key Achievements: Managed to reduce management and staff turnover by more than 38 percent due to my leadership styles of
Open door policy and employee engagements and resolved disputes in different stores and creating a fun environment and initiated
Staff motivation programs such as BEST EMPLOYEE, BEST MANAGER, BEST SHOP and BEST CUSTOMER, which increased
sales turnover .l helped to minimize on stock wastages by promoting inter store transferring of stock and implemented strict portion control system in stores by enforcing correct portioning by using scales, tubs during prep production something, which saw food cost
Percentages drastically reduced in most stores to less than 35 percent.
Reasons for leaving: offered a better fulfilling position in Zambia with less driving around as operations manager.
Beluga fine Dining Restaurant - Waterfall Corner Gauteng, South Africa
Promoted = Assistant General Restaurant Manager - Duration: July 2014 to Feb 2016
Senior Restaurant Manager : April 2013 to July 2014
Recruited, trained, supervised, and developed restaurant staff, including hosts, servers, cooks, bartenders, and dishwashers
Created employee schedules to ensure adequate staffing of the restaurant at all times
Handled paperwork and other administrative duties
Maintained stock levels and ordered supplies when necessary
Managed the budget and keep relevant statistical and financial records
Handled complaints, conflicts, questions, and suggestions from restaurant employees
Addressed customer inquiries and complaints
Ensure that the restaurant complied with all necessary hygiene, health and safety, and licensing requirements and guidelines
Assisted with cash, credit card and debit card payments when necessary and did table voids, payment bill splitting on request
- of customers and did cash ups.
Reasons for leaving: owners Oscar Kotze and Hendrik Swart franchised the restaurant and the new owner Menlo brought
his family along to run the restaurant as a family business.
Bulawayo Rainbow hotel ( 5 Star) ( 185 rooms)( RTG) Bulawayo, Zimbabwe
Food and beverage manager: (Promoted) August 2010 to February 2013
Assistant food and beverage manager November 2007 to August 2010
Duties:
Managed food and beverage operations within the desired budget and to the highest standards.
Led F&B teams by attracting, recruiting, training and appraising talented personnel.
Managed all F&B and day-to-day operations within budgeted guidelines and to the highest standards.
Preserved excellent levels of internal and external customer service.
Designed exceptional menus, purchased stock and continuously made necessary improvements.
Identified customers’ needs and responded proactively to all of their concerns.
Led F&B teams by attracting, recruiting, training and appraising talented personnel.
Established targets, KPI’s, schedules, policies and procedures.
Provided a two way communication and nurtured a ownership environment which emphasised on motivation and teamwork.
Complied with all health and safety regulations.
Reported on management regarding sales results and productivity.
Maintained the F & B standards of a 5* luxury hotel and ensured F & B costs were in line with the forecasted hotel costs.
Reason for leaving: looking for better career prospects as tourism was struggling in Zimbabwe, hence decided to come SA
EDUCATION / DEVELOPMENT
University of Zimbabwe - Harare, Zimbabwe
B com, Hospitality and Tourism Management- 2003 To2007
Business Management Diploma – Bulawayo Polytechnic 2008- 2009
CPR and First Aid certificate- Red Cross
Customer service certificate – Zim host -2007
A Levels – majoring in business management, economics and geography-2001 to 2002
O levels passed English, Geography, Biology, Business Management, Science, and Maths-2000
Computer skills -Micros Pos, Piliot Pos, inkentoo Pos, Opera Pos & Microsoft packages.
Personal details
Date of Birth : 25/ 02/ 1980
Place of birth : Bulawayo
Marital status : Married
Gender : Male
Passport number : DN608491 with workers permit
Hobbies : Sky diving, soccer, hockey
Languages : English, Ndebele,Zulu, Xhosa, Tswana
Driver’s license : Zimbabwean class two/ EC
References:
Café Flava Group (Cafes, Canteens, Catering, Events and Functions)
Janine Marris: 082******* -General Manager- Sandton Advetch
Geraldine Shaw : 073******* -General manager –Sandton
Nathan O Niel: 071*******-General manager -Lonehill
Shields Buitenbos (operations manager)Left 1 December 2016
Cell : 072*******
2)Elce Wentze (operations manager)NB now employed by Bidvest since 1december 2016
Cell : 083*******
Beluga fine dining restaurant
Waterfall corner
Hendrik Swart
Managing Director
The Caviar Group of Restaurants
Tel: +27-21-418-****
Nelton Ndebele
Restaurant General Manager
PO Box 50734 V&A Waterfront Cape Town 8001
www.caviar.co.za
Lake kariba inns
Mr L. Lucas
Group Accountant
Address: Chipepo road, Siavonga 10101, Zambia
Phone: +260-**-*******
Rainbow Bulawayo hotel ( 5*)
Miss L Ngwenya (Hr manager)
Zimbabwe
Tel: +263-*-******, 884464, 884937, 853035/7/8/9
Contact this candidate