Manager Customer Service
Resume:
Gayan Fernando
Euless, Texas 76040
Phone: 817-***-****
Email: ***************@*****.***
Over 20 years Hotel Operations, Food & Beverage and Entertainment
experience dedicated to achieving profitability and delivering outstanding
customer service. Energetic professional with exceptional analytical,
organizational and people skills. Strong personal ethics and integrity.
Convey a professional image of honesty, compassion and concern for the
needs of our Team Members and customers. Work well under pressure and
deadlines. Highly organized team-builder with strong leadership experience.
Excellent communicator seeking a challenging position with the opportunity
for professional growth.
Experience
Operations Manager/ GM Designate 07/25/12 - 12/03/13
Main Event Entertainment, Grapevine, TX
( Main Event Entertainment is a fast growing Dallas-based company
founded in 1998, operating family entertainment centers in the
southern US. The company's high energy, high volume facilities range
in size from 50,000 to 75,000 square feet and host a variety of
attractions that appeal to people of all ages.
( Achieved $6.2M revenue (2012).
( Achieve budgeted revenue targets, cost of sales targets, EBITDA
and payroll targets throughout the financial year.
( Maintain center appearance and structure to company standards.
( Makes effective decisions by analyzing information and
considering priorities.
( Receive successful results on secret shopper scores.
( Build and leverage strong, lasting relationships with people
inside and outside of the business.
( Recruited, interviewed, hired, trained and managed 110 staff.
( Maintain low staff turnover through effective motivational
management.
( Hold self and others accountable for measurable, high-quality,
timely results.
( Skilled at measuring costs of products, services, or other cost
objectives.
( Recognize core competencies of the company and make decisions to
protect the company.
( Skilled at describing mathematical relationships among operating
and financial activities that can affect actions toward financial
objectives.
( Skilled in resolving customer service issues and finding "Win
Win" solutions.
General Manager 2006 - 2012
AMF Bowling Centers - 300 Dallas (300 Dallas.com), Addison, TX
( Responsible for the financial success and overall operation of
this unique and upscale bowling facility, generating over $4M in
total revenue.
( Directly accountable for implementing marketing, sales
strategies and guest satisfaction programs.
( Proven leadership managing 80 hourly staff members and 10
managers.
( Responsible for creating yearly budgets, hiring, training, menu
implementation, cost controls, forecasting, guest satisfaction and
profitability of the center.
( Created the training program for the brand and managed the
training certification for all 300 Bowling Centers nationwide.
( Additional responsibilities included the financial performance
of 2 new 300 Bowling Centers located in California.
( Increased revenue at 300 Dallas from $3.6M to $4.2M by
introducing theme nights, lunch bowl program and implementing a game
arcade concept.
( Awarded GM for the highest shopper scores in year 2008.
Marriott International 1995-2006
Food & Beverage Outlet Manager 2003 - 2006
Marriot at Plano Legacy Town Center (Marriott International), Plano,
TX
( Active involvement in yearly budgets, guest satisfaction,
associates satisfaction, P&L statement, revenue maximization, sales
and marketing, liquor cost, design menus and F&B promotions.
( Generated $3M food & beverage sales in this 465 room suburban
hotel located at Plano Legacy Town Center.
( Responsible for the operation of dining restaurant, full service
bar and room service operation.
( Awarded "Manager of the Quarter" in 2004 & 2005 at Marriott.
( Increased restaurant sales by implementing lunch buffets for
small meeting groups to fit their budgets.
( Decreased employee turnover by 2% by cross-training, personal
development of the staff.
( Ranked top 5 F&B Outlet in guest satisfaction and associate
satisfaction compared to 340 Marriott Hotels in the chain.
Operations Manager 2000 - 2003
Marriott Suites Market Center, Dallas, TX
( Promoted to Operations Manager and held responsible for the
operation of 6 key departments within the hotel.
( Generated $15M in total revenue, including $3M in food &
beverage sales.
( Managed 8 Managers and 70 hourly Associates by providing
effective leadership.
( Maintained a strong and positive relationship with customers and
employees.
( Contributed to the hotel profitability by successfully managing
all aspects of the hotel operation.
Food & Beverage Manager 1999 - 2000
Marriott Suites Market Center, Dallas, TX
( Promoted to Food and Beverage Manager to oversee the overall
operation of the food and beverage department in this upscale 296
room hotel.
( Responsibilities included hiring, training, budgeting, revenue
maximization, menu design, food and labor cost controls, marketing,
customer service scores and profit and loss statement.
( Generated over $3M in yearly sales.
Guest Relations Manager 1998 - 1999
Marriott Suites Market Center, Dallas, TX
( Responsible for executing the pre-opening duties of this hotel
located in the heart of downtown Dallas.
( Active involvement in problem resolution strategies that
resulted in improved customer service scores.
( Maintained a strong, positive and closed interaction with guests
by following up on guest issues until successfully resolved.
( Organized hotel activities for "reward" guests during manager on
duty shifts while overseeing the entire hotel operation.
Restaurant Supervisor 1995 - 1998
DFW Marriott, Dallas, TX
( Responsible for maintaining standards, guest satisfaction, wine
promotions and dinners as well as promoting daily specials at the JW
Steak House Restaurant.
( Generating over $2M in annual food and beverage revenue.
Education and Credentials
300 Hours Management Training
TIPS Certified
ServSafe Certified
Multi-unit Experience
Taleo Hiring System
Hot Schedules
Computer skills include Microsoft Office Suite (Outlook, Word, Excel &
PowerPoint).
Professional References
Mike Mackenly - Former VP for 300 Centers
585- 355 -2147
Paul Barkley - Former VP for 300 Centers
Rodolfo Medina - Former Regional F&B Director for AMF/300's
214- 794-5544
Bob Bula - General Manager at Plano Marriott
972 -929-8800
Brian Cammack - Director of Human Resources
Marry Laville - General Manager at Marriott Suites
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