Resume

Sign in

Manager Customer Service

Location:
Edmonton, AB, Canada
Posted:
October 20, 2018

Contact this candidate

Resume:

HAROLD TRACY

***-****-** ******, ********, AB

Cell: 780-***-****

ac7fxi@r.postjobfree.com

PROFESSIONAL PROFILE

High-energy Manager successful in building and motivating dynamic teams, in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. Driven to cut company costs and boost company revenue through innovative management techniques. Organized and diligent, with excellent written, oral and interpersonal communication skills.

CORE COMPETENCIES

Operations management Staff development Contract Negotiation

Inventory control Cross-functional team management Menu Development

Cost reduction Scheduling Event Planning

Hiring and retention Client relations specialist Budget Management

AREAS OF EXPERTISE

People Management:

Diligent while interviewing and hiring the best possible people for the company.

Reduced staff turnover by implementing several well-received team and morale-building programs.

Restructuring training and development programs of personnel.

Efficiently operated several high volume outlets with a combined staff of up to 40 culinary and hospitality professionals.

Effectively managed staff by listening and having an open door policy at all times.

Financial Management:

Slashed expenses and increased revenues by 5-10% annually in multi million dollar operations.

Increased profit margins by improving upon inventory controls, reducing waste and shrinkage.

Reduced labour expenses by 3-5 %.

Expanded revenue streams by developing new promotional and marketing programs, utilizing social media platforms.

Aggressively negotiated with multiple suppliers, procuring products at the best possible price points, ensuring maximum profits are achieved.

RELEVANT PROFESSIONAL EXPERIENCE

FARGOS RESTAURANT and BAR

Edmonton, AB

General Manager 06/2017 to12/2017

Resolving customer questions, issues and complaints, ensuring the possible guest experience.

Conducting daily pre shift and weekly departmental meetings to ensure organizational efficiency.

Accurate inventory of all products dispensed to front of house and returned to lock up, balancing sales with usage and ensuring inventory controls are maintained.

Development of the live entertainment, music and special events program, local team sponsorship and fund raisers.

Exhibiting thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.

Working within strict budgetary margins, including but not limited to, product procurement, payroll and labour, marketing and promotional expenses.

Update social media daily with up coming events, daily specials, special notifications, etc.

Hiring, training, mentoring staff, maintain regulars staff evaluations.

POS programming and computer work.

ROGERS PLACE CURVE RESTAURANT FINE DINNING

Edmonton, AB

Bartender 09/2016 to 06/2017

Involved in the set up and organization of the bar and restaurant areas prior to the grand opening of Rogers Place Arena, ensuring a flawless opening.

Maintaining full knowledge of bar and menu items and made recommendations.

Delivering quality food and beverage service to guests in a responsible manner creating a great guest experience.

Serving each guest with a sincere, positive, pleasant and enthusiastic attitude.

Delivering food and beverage orders within established time frames.

Strict adherence to and the enforcement of all AGLC guidelines and regulations.

Processing cash, credit card and voucher payments quickly and accurately.

Maintaining bar stocks, replenishing daily as necessary.

Upholding a high standard of cleanliness in all work areas.

CASTROL RACEWAY

Edmonton, AB

Security Guard and Customer Service Rep. 06/2015 to Current

Meeting and greeting guests upon arrival to the gates, inform them of pricing, seating, and locations of various events and services available on the property, leaving the guests feeling informed and welcomed to the venue.

Appreciating and addressing concerns brought forward from the customers in a timely and professional manner.

Ensuring all personnel in secure areas such as pit area and staging lanes have proper credentials, collection of all signed documentation and release forms prior to any events as required by Castrol and event promoters.

Dealing with first aid and intoxication issues in a quick and level headed manner, ensuring the best possible out come.

Working as part of a team, assisting in various areas as required, as there are very large events such as The Rocky Mountain Nationals, were over 100,000 guests attend over 3 days.

CENTURY CASINO AND RESORTS

Edmonton, AB

Food and Beverage Service Manager 02/2013 to 11/2015

Leading teams of front of house and back of house personnel, approximately 40 people, leading with honesty and belief in the company values and policies.

Resolving customer questions, issues and complaints, ensuring the possible guest experience.

Conducting daily pre shift and weekly departmental meetings to ensure organizational efficiency.

Instrumental in increasing the Food and Beverage department sales by 10 percent over the previous year, surpassing corporate expectations.

Actively recruiting, mentoring and training of all front of house staff, junior managers and supervisors, resulting in a successful results oriented team.

Participating in the Health and Safety Committee, ensuring a safe environment for all staff and guests.

Exhibiting thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions.

Developing and maintained a staff that provided hospitable, professional service while adhering to policies and business initiatives.

Counselling and disciplining staff when necessary.

Cultivating a strong Food and Beverage department by actively seeking the right the people for the job, reducing staff turn over by 75%.

Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.

Directing daily operations of multiple outlets, resulting in maximum profit and minimal shrinkage or loss. Optimizing profits by controlling food, beverage and labour costs on a daily basis. Executed successful events and trade shows.

Extensive use of POS systems, regularly updated computer systems with new pricing and daily food specials.

Working within strict budgetary margins, including but not limited to, product procurement, payroll and labour, marketing and promotional, for the various outlets within the property.

.

EDMONTON PETROLEUM CLUB

Edmonton, AB

Supervisor and Head Bartender 08/2012 to 03/2013

Directing the development of full time and part time team members, hands on training producing reliable, knowledgeable professional team members.

Leading staff in the operation of all event functions, including but not limited to planning, set up, execution, and successful completion of events leading to increased sales of banquet facilities.

Overseeing the smooth operations of private functions booked at the club, as well as off site catering and special events, ensuring the best possible guest experience.

Creatively developed new drink recipes as requested by our clients for special events.

Purchasing and inventorying of all alcoholic and non alcoholic products on a weekly basis, ensuring best products are always available.

Maintaining a clean and safe work environment at all times.

CASINO EDMONTON (PURE CANADIAN GAMING)

Edmonton, AB

Asst. Food and Beverage Manager and Bar Manager 08/2006 to 07/2012

Increasing sales annually, the last 2 years increasing sales by 10 percent in a large property with multiple outlets, meeting or beating target numbers.

Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.

Recruiting and interviewing highly qualified candidates to fill vacancies, resulting in reducing staff turn over by 80%.

Developing a cross functional team, to ensure outstanding service all times in all departments.

Operationally areas of responsibility included kitchen, restaurant, lounge, entertainment bar, deli, poker room, and guest services areas.

Maximizing the exposure of the Casino Edmonton brand through in house marketing and promotional programs, increasing individual outlet sales.

Maintaining a creative role in menu and recipe development, paying attention to costing and profitability margins. Weekly procurement and inventorying of products, perishables, alcohol and supplies, responsible for sourcing and negotiating the COGS, reducing expenses.

Creating and sustaining strong relationships with suppliers and contract personnel, ensuring the best product for customers and maintaining budgetary constraints.

Increasing profits by developing, initiating, and managing of inventory programs to ensure accurate accountability for all sales and maintain inventory levels, reducing shrinkage and loss.

Spearhead the daily, weekly, monthly departmental promotions and MC/Host special events, ensuring the best possible guest experience.

Scheduling of all outlets in the F&B department, with the appropriate staff, ensuring the guest receives exceptional service at all times.

Liaison between the entertainment/marketing department and entertainers and booking agents, ensuring that all expectations from both sides are met.

PROFESSIONAL COURSES AND CERTIFICATIONS

TRAVEL AND TOURISM PROGRAM 1995

Career College, Edmonton, AB, Canada

2012 Casino Edmonton, Edmonton, AB

Have received commendations for outstanding customer service and promotional work.

2006-2011 Druids security, Edmonton, AB.

Completed certification training, receiving security license issued by the Solicitor General.

Canadian Red Cross First Aid and CPR WHMIS/Food Safe Training

Pro-Serve Liquor Staff Training

Alberta Lottery Excellence Certification Training Pro-Tec Security Staff Training

Reel-Facts VLT Staff Training

QUALIFICATIONS

10 years Human Resources Leadership, Performance Evaluations, Employee Scheduling

10 years Product Procurement, Inventory Control, Labour Cost Controls, P&L tracking, Budget Management 8 years Multi Outlet Operation Management, Organizational Restructure and Change development

.



Contact this candidate