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Customer Service Management

Location:
Southold, NY
Posted:
December 29, 2018

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Resume:

LORENZO ALTIERI

Suffolk County / Cutchogue & Patchogue, New York 203-***-****

ac72s1@r.postjobfree.com

Enthusiastic and hard-working professional with a winning attitude and proven ability to deliver an exceptional customer service experience. Demonstrated ability to motivate and lead to excellence. Focused on raising service standards and setting high expectations. Strong track record of financial and operational management and reporting.

EXPERIENCE

SEPTEMBER 2018 – PRESENT: SERVER, LOMBARDI’S BY THE BAY; Patchogue, New York SEPTEMBER 2018 – NOVEMBER 2018: SERVER, THE HALYARD; Greenport, New York JULY 2018 – SEPTEMBER 2018: SERVER, BLACKSTONE’S STEAKHOUSE; Fairfield, Connecticut JANUARY 2017 – SEPTEMBER 2018: RESTAURANT FLOOR & BANQUET MANAGEMENT / HEAD SERVER, ARIBELLA RESTAURANT; Shelton, Connecticut

Deliver superior service and maximize customer satisfaction; Respond efficiently to customer inquiries and in resolution of customer complaints; Manage all financial transactions and proficient in use of restaurant management software, such as Toast and Ordyx POS; Coordinate daily front and back of house restaurant operations; Organize and supervise shifts; Train new and current employees on proper customer service practices; Appraise staff performance and provide feedback to improve productivity; Control operational costs and identify measures to cut waste; Create detailed reports on weekly, monthly and annual revenues and expenses; Bartending and beverage service as needed; Management of, and planning/reporting on, banquet and catering events; Extensive food and beverage knowledge, with ability to communicate persuasively to customers and encourage additional sales. MARCH 2015 – SEPTEMBER 2015 & MARCH 2016 – SEPTEMBER 2016 ASSISTANT BACK OFFICE RESORT MANAGER (SEASONAL), HOTEL RESIDENCE SOLEMARE; Tropea, Calabria, Italy

Support operational functions of the resort/hotel; Develop and monitor financial spreadsheets for Rooms, Food & Beverage, Admin & General; Reporting on Accounts Payable and Accounts Receivable; Monitor inventory, procurement and payments of operating supplies and equipment; Contracting and relationship management with third-party vendors for equipment and services, tour facilitation and online marketing/reservations services; Process staff payroll; Ensure full compliance to Hotel operating controls, policies, procedures and service standards. APRIL 2013 – SEPTEMBER 2013 & APRIL 2014 – SEPTEMBER 2014 WAITSTAFF / SERVER (SEASONAL), OTHIUM RESORT & SPA; Sibari, Calabria, Italy SEPTEMBER 2012 – MARCH 2013

WAITSTAFF / SERVER, MINERVA CLUB RESORT & SPA; Sibari, Calabria, Italy Strong focus on customer service to provide a pleasant atmosphere for customers; Greeted guests and provided quality service in fast-paced environment; Informed customers of daily specials and promotions; Answered questions about menu selections and made recommendations; Skillfully anticipated and addressed guest service needs or concerns; Collected payments from customers and completed financial transactions; Stocked service areas with supplies such as silverware and condiments; Edited POS system to adjust for changes in prices and new inventory to assist ease of use for employees; Trained and supported new servers.

MAY 2010 – SEPTEMBER 2012

GUEST HOSPITALITY LEAD, MINERVA CLUB RESORT & SPA; Sibari, Calabria, Italy Ensure highest levels of guest services; Serve as concierge, anticipating needs and assisting guests with ground transportation, spa, golf, restaurant and entertainment reservations, and providing other information about the resort and locale; Greet arriving guests, assign rooms, issue keys, and collect guest payment and billing information; Determine guest's final bill and collect payments; Answer telephone calls from guests seeking to make or cancel reservations; Respond to guest requests for assistance and coordinate with housekeeping, bell service, staff and management to fulfill guest requirements; Resolve guest concerns in a timely and satisfactory manner.

EDUCATION

GRADUATED MARCH 2016

LAUREA TRIENNALE (3-YEAR) DEGREE IN ARTS & SCIENCES (U.S. BACHELOR’S DEGREE EQUIVALENT) – TOURISM & HOSPITALITY/CUSTOMER SERVICE SCIENCES, UNIVERSITÀ DEGLI STUDI DELLA CALABRIA, Calabria, Italy Educational focus on economic-business, legal, sociological and cultural disciplines with reference to the regional, national and international context of tourism, hospitality and customer service.

SKILLS / CERTIFICATIONS

• Customer service-oriented, with strong

emphasis on providing superlative experience

• International Certification/Fluent in English,

Italian and French; Proficiency in Spanish and

German

• Strong leadership, motivational and people

skills

• Acute financial and organizational

management skills

• Possess United States Green Card/Work

Permit, without restrictions



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