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.