Manager Customer Service

STEPHEN G. WILEY

- **** W. Eastman Ct. • Anthem, AZ 85086

( 623-***-**** * *****.********@*****.***

SERVICE MANAGEMENT PROFESSIONAL

Highly motivated, creative and customer-focused professional with more than 25 years in the hospitality and leisure

industries focused on restaurant operations, front-line staff development, retail sales management, and banquets and event

management. Exceptional leadership and multitasking organizational skills that get things done within budgets, deadlines

and stringent quality standards that ensure a balance of profitability and customer satisfaction. Excellent interpersonal

communication and relationship-building skills that quickly forge rapport with colleagues and customers. Resourceful and

dependable with excellent decision-making and prioritization skills to meet customer and management expectations even

under stressful conditions.

Core Competencies

Staff Training & Career Development Hospitality Service Operations Management Inter-Department Coordination Event

Management Financial Point-of-Sale Administration Customer Account Management

Customer Relationship Management Pricing Models and Execution Process Improvements

Staff Performance Audits Budget Management Client and Management Product Presentation

Risk & Change Management Team Building

IBS, Abacus and most POS systems, MS Office (Word, Excel, Outlook & PowerPoint)

PROFESSIONAL EXPERIENCE

Dining Room Manager, Medinah Country Club • IL 2008 – 2013

Responsible for managing kitchen and dining operations to ensure high-value dining experience for patrons and guests

and assure repeat business and a growing customer base.

• Communicated daily with executive chef and other department managers to ensure the highest

quality of food and beverage service while promoting a teamwork environment.

• Effectively controlled and managed department budget to reduce spending and labor costs.

• Conducted quarterly inventory of china, glass and silver to reduce shrinkage and prepare future

ordering needs.

• Scheduled food and beverage staff assignments according to the needs of the club.

• Conducted employee performance reviews and administered incentives and disciplinary actions as

needed.

Store Manager, Starbucks Coffee Co. • IL. 2003 – 2007

Responsible for managing a $1.4M Gold Standard food, beverage and retail operation. Assigned as MCM

(Manager/Coach/Mentor) after 6 months in the position to train and develop baristas to shift supervisors and R.M.T’s to

store managers. Monitored and maintained inventory levels to meet or exceed budgeted goals. Responsible for new

partner hiring, training and job certification.

• Completed training and promotion of 3 RMT’s (Retail Manager in Training), and assisted in the

development and promotion of an Assistant Store Manager.

• Monitored and maintained inventory levels and purchases to meet or exceed budget goals.

• Controlled and executed staffing schedules to provide cost-effective customer service and

satisfaction.

• Promoted positive team atmosphere and environment to grow the business revenue.

• Increased total contribution and maintenance of levels of expectation for a Gold Standard Store.

PROFESSIONAL EXPERIENCE (continued)

Medinah Country Club • IL 1998

- 2003

Assistant Club House Manager 2000 – 2003

Responsible for administration of a $3M annual budget including that of the Ala Carte budget; managing point-of-sale

system, order processing, distribution, costs containment; and ensuring compliance with corporate policies,

performance standards and quality service as approved. Served as acting manager for department heads in their

absence. Created and maintained department budget for food and beverage operations

• Worked closely with AM Floor Manager, Banquet Manager and Clubhouse General Manager in

developing and executing uniform standards and procedures, personnel training on cleaning methods

of tableware and service equipment.

• Conducted regular inventories of china, glass and silver to reduce shrinkage where necessary.

• Participated in Safety Committee to improve liability rating from 78% down to 42%, and brought

consistent compliance with safety, sanitation, energy, preventive maintenance, and service quality

standards.

• Participated in the planning and execution of Club Events.

• Processed customer complaints and administered solutions to restore and maintain member

satisfaction.

• Handled employee concerns and promoted a positive team environment.

Banquet Manager 1998

– 2000

Responsible for successful banquet, catering functions, private events, and golf outings from 4 to 1500 people. Hired,

trained, counseled and terminated staff; administered on-boarding orientation; and developed staff training programs.

Maintained industry knowledge of latest trends in special events and service.

• Redesigned and implemented training manuals; updated server and set-up standards for meals and

buffets; and scheduled and coordinated personnel requirements for member functions within budget.

• Developed operating budget for banquet operations, and completed banquet accounting procedures.

• Worked with AM Floor Manager, Executive Chef and Food & Beverage Manager to improve service

quality and content to members and meet special event requirements.

• Regularly inspected service areas to ensure compliance with safety, sanitation and quality standards.

• Reduced labor cost from 34% to 28% contribution.

• Increased banquet and catering revenues from $1.2M to $1.5M.

• Conducted employee performance reviews, remediation training, and administered performance

rewards and disciplinary action as needed.

Director of Catering and Convention Services, Indian Lakes Resort, • Bloomingdale, IL. 1993 – 1998

Responsible for annual food and beverage sales in excess of $6M and $4 million dollars in annual revenue, managing

daily operations of 30,000 square feet of banquet space, providing personnel administration for all food, beverage and

convention services staff, and supervision of 3rd party food and beverage operations.

• Implemented opening and closing procedure for all departments and ensured follow up with all

department supervisors.

• Completed daily billing procedures and forecasted weekly revenues to maintain proper staffing

assignments and operational profitability.

• Hired, trained and scheduled all banquet staff; implemented opening and closing procedures; and

supervised outside food and beverage operations.

PROFFESTIONAL CREDENTIALS

Certified Food Safety & Sanitation in the State of Illinois.

Previously certified to teach and train in alcohol awareness in the State of Illinois.

Contact this candidate