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Manager Service

Location:
Dubai, Dubai, United Arab Emirates
Posted:
November 08, 2018

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Resume:

TESSIE GALLETES-FULGENCIO

AL BARSHA *, DUBAI, UNITED ARAB EMIRATES

Mobile: +971-**-******* Email: ac7m2r@r.postjobfree.com

SUMMARY

Strong customer focus and service orientation, with proven ability to motivate teams to high performance standards and excellence. Over 11 years of experience in a luxury environment, with an exemplary track record in improving revenue, costs reduction and growing the bottom line. Driven, with an aggressive approach to training, team building and guest engagement. Ready to join an ambitious organization to take on new challenges, add value and grow progressively.

SKILLS

Staff development & Team Leadership

Guest Engagement

Multi-tasking & flexibility

Business Correspondence

P&L, Forecast and Revenue Management

Adaptability in high stress environments

Highly motivated and committed

Knowledgeable in Opera, Micros, Avero and MS office

CORE QUALIFICATIONS

Essentials of F&B Management (3 Modules: Marketing, Operations and Profit)

Interaction Management

Level 3 in Supervising Food Safety in Catering (QCF)

CAREER HISTORY

RESTAURANT MANAGER CAFÉ PRONTO & CAFÉ SUSHI

FAIRMONT HOTEL DUBAI

MAY 2018 to OCTOBER 2018

Achievements:

Opened both outlets on Saturdays which resulted to an additional revenue of 13K per month

Revised and revamped Café Sushi’s Eat All You Can promotion which resulted to an increase of over 2K in revenue per week

Decreased guest supplies expense by 7% and breakage by 5%

Saved around 9K in payroll expense per month by holding of 4 vacant positions on hold from May to September 2018)

Maintained ‘green’ marks in all HACCP audits

Successful performance as Coffee Training and Service Plus Champion

Prepared AFE, quotes comparison and other documentations required for proposed Asian Diner

Incentivized colleagues to drive social media reviews which led to an average of 10 positive reviews per month

Collaborated with Engineering Director to plan and execute kitchen and service repairs and renovations that increased efficiency and improved the outlets’ visual impact

Key Tasks

All areas of guest service and core standards including the creation of new ideas to assist with the continued development of food and service offerings.

Daily supervision, coordination and direction of all colleagues.

Overall recruiting, staffing and scheduling ensuring adequate staffing levels to satisfy guest needs.

Implementation of HACCP and Health & Safety programs

Conduct departmental meetings to communicate clear and consistent message regarding department goals to produce desired results

Deliver desirable results as per set goals on: Colleague Engagement, Guest Satisfaction, Profit and Brand Compliance

Work together with the culinary & stewarding team to ensure that all food service meets or exceeds guest expectations and to promote teamwork as a strong component of the daily service culture.

Interacts with guests to obtain feedback on product and service quality; Handle guests problems or concerns and ensure that effective guest recovery is implemented

Communicates performance expectations in accordance with job description; Ongoing coaching and counseling of employees regarding performance

Develop and maintain training programs to ensure high degree of staff professionalism

Ensures compliance to all policies, standards and procedures

RESTAURANT MANAGER CASCADES – ALL DAY DINING RESTAURANT

FAIRMONT HOTEL DUBAI

JANUARY 2015 TO APRIL 2018

Achievements:

Colleague Engagement improvement from 91% to 96%

12% growth in revenue and 22.80% increase in profit from 2015 to 2017

Substantial Improvement of GSI scores from 2015 to 2017

Awarded as Team of the Year 2016

93% overall LQA result in 2017

Certificate of Appreciation for Task Force Assistance at Fairmont Fujairah Beach Resort (Pre-opening for Lava Beach Club

Job Summary

Responsible for the results of all pillars (Guest Satisfaction, Financials, Colleagues and Brand) as well as Health and Safety in Cascades

RESTAURANT MANAGER CAFE PRONTO AND CAFÉ SUSHI FAIRMONT HOTEL DUBAI

JANUARY 2014 TO JANUARY 2015

Achievements:

Increased restaurant covers up to 10% by launching delivery menu to office tenants

Worked with Executive Chef to devise new menu and marketing strategy, triggering 30% of sales growth and positive guest reviews.

Most improved department in the area of Colleague Engagement, having obtained an overall rating of 98%

Reduced supplies expense by 9% through strict stock control and progressive education of colleagues of costs involved

89% LQA rating compared to 87% from the previous year

Job Summary

Responsible for the smooth and efficient operation of both outlets and to ensure that superior service is accorded to all guests.

ASSISTANT MANAGER BANQUETS FAIRMONT HOTEL DUBAI

AUGUST 2013 TO NOVEMBER 2013

Achievements:

Successful implementation of new banquet setups

Led and coached 11 colleagues and re-energized recognition within the department, resulting to colleagues’ winning Star Employees and earning Memory Makers for the team

Appointed as Internal Auditor and successfully submitted a comprehensive report and key areas of improvement

Nominated as Leader of the Month

Helped expedite filling up of 3 vacant positions within the department

Job Summary

Lead and supervise the Banquet team in all operational aspect and ensure that superior service is accorded to all guests

ASSISTANT MANAGER CASCADES – ALL DAY DINING RESTAURANT

FAIRMONT HOTEL DUBAI

MAY 2013 TO JULY 2013

Achievements:

Successfully assisted in filling up two vacant positions

Reduced overtime of colleagues worth 150 hours

Increased scores in professionalism and helpfulness of staff from 8.30 to 9 during the same time period the previous year

Job Summary

Responsible for the day-to-day running of Cascades in connection with staffing, guest service, product quality, and profit maximization.

ASSISTANT MANAGER IN-ROOM DINING FAIRMONT HOTEL DUBAI

AUGUST 2011 TO APRIL 2013

Achievements:

Reduced operating expenses by 9% (2011 vs. 2010)

Created and established regular training schedule and new techniques which resulted to improved JDP scores: Helpfulness of Staff from 8.06 to 8.23 and Timeliness of orders from 7.43 to 7.53 (2011 vs. 2012)

Reviewed and revamped outdated amenity menus and procedures

Creation of new IRD and Refreshment Center Menu

Job Summary

Responsible for all food and beverage service of In Room Dining and Refreshment Centre Coffee. Handles all managerial tasks & duties in the absence of In Room Dining Manager

COORDINATOR FOOD AND BEVERAGE FAIRMONT HOTEL DUBAI

MARCH 2010 TO AUGUST 2011

Achievements:

Reviewed and revised outdated restaurant booking templates and Standard operating procedures

Re-energized the Concierge and PA Incentives Program which resulted to 20% increase in restaurant bookings

Reduced supplies expense by 8% through strict monitoring and monthly allocation of F&B office supplies

Star Employee of the Month- November 2011

Successfully launched and implemented the Hostesses Training Program

Job Summary

Manage all office administration responsibilities, including incoming and outgoing mail, faxes and filing, ensuring a smooth paper flow and maintaining complete knowledge of all food & beverage outlets, hotel features and services.

CONCIERGE FOOD AND BEVERAGE FAIRMONT HOTEL DUBAI

SEPTEMBER 2009 TO MARCH 2010

Job Summary

Assist in various administrative jobs and projects as assigned and consistently reflect the company’s culture and philosophy by providing the highest quality of service to our guests. To lead by example by always adopting a positive attitude to create memorable guest experiences for our guests

SERVER CAFÉ PRONTO AND CAFÉ SUSHI FAIRMONT HOTEL DUBAI

OCTOBER 2007 TO SEPTEMBER 2009

Achievements:

Appointed as Departmental Training Champion

Awarded thrice as Star Colleague of the Month

Service Plus Committee Champion and endorsed the winning of 5 colleagues in the department (2007 & 2008)

Achieved 93% in Richey Audit

Job Summary

Provide guests with a unique dining experience that is efficient, engaging and ‘wow’ in a Café / take away setting. Deliver the service requirements of the guests with regards to placing the order and delivering the required products and services.

EDUCATIONAL BACKGROUND

DEGREE IN BACHELOR OF ARTS IN COMMUNICATIONS

Saint Louis University Baguio City, Philippines

June 1997 to April 2001

CERTIFICATE IN HOTEL SKILLS AND MANAGEMENT FUNDAMENTALS

November 2006 to June 2007

REFEREES will be provided upon request.



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