Manager Customer Service
Resume:
Jay Guruwatte
(***) *** - ***8 Merritt Island, FL 32952
*******@***.***
Summary Proven professional with a broad range of international experience in the
service industry from the U.S. to Europe and Asia. Able to adapt quickly,
enjoys managing all facets of large hotel/restaurant industry operations.
Adept at dealing with multi-cultural clientele ranging from; VIPs, to
executives and traditional guests to create repeat business.
Expertise Strengths Technical Languages
Skills
Customer Service Excellence Communication English
Hospitality & Culinary Achiever MS Excel German
Management Strategy MS Word Sinhalese
Employee Development Analysis Hotel Systems
Coaching Negotiation Software
Training
Facilities Management
Vendor/Inventory Management
Budgeting & Cost Controls
Growth Strategies
Safety/Sanitation/Quality
Controls
Sales & Catering
Experience Doubletree Oceanfront by Hilton Cocoa Beach, FL
Director of Food and Beverage / Executive Committee Member - Manage/coach
team of six managers for 148 guest rooms and 14,000 square feet meeting
facilities. Develop annual budget, forecasting, and operating expenses
ranging from capital purchases to labor, marketing and promotion. Develop
new menus for; room service, restaurant, wine and catering. Negotiate
vendor agreements, manage inventory to minimize waste. Train new service
staff to focus on delivering a quality customer experience, maintaining
high standards of cleanliness, safety and quality.
(Nov. 2003 - June 23, 2011)
Ocean Club Cruises Cape Canaveral, FL
Hotel /Operations Manager - For initial start-up on-board the vessel.
(March 2003 - Oct. 2003)
Courtyard by Marriott Cocoa Beach, FL
Food and Beverage Manager - Managed all aspects of food & beverage
operations for newly built hotel. Provided quality guest services to an
exclusive business/corporate clientele; Developed food-related standards
of product and service and other activities. Managed staff for all
departments from; kitchen, restaurant to bar/lounge. Maintained food &
beverage, supplies, equipment and gift shop purchasing and inventory
control. Developed and implemented lunch, dinner and banquet menus.
Coordinated special functions and seminars. (Jan. 2001 - March 2003)
Premier Cruise Lines Cape Canaveral, FL
Dual Role
Onboard Hotel Manager - Daily briefings for onshore headquarters on hotel
budget, expenditures, cash flow, projections and policy suggestions.
Onboard Hotel Operations Manager - Range of management areas:
Food Operation - Served 7000 meals daily to passengers and 1600 meals
daily to employees from over forty different nationalities
Beverage Operation - 2.5M annual revenue
Capital Investment - 1M+ projects
Dry-dock/Wet-dock Operations - for the hotel division
Housekeeping Operations - for 600 passenger cabins and all public areas
(April 1998 - Oct. 2000)
Club Corporation of America Dallas, TX
Operations Manager - University Center Club, Tallahassee, Florida -
Initial start-up and opening of exclusive private club within the Florida
State University's football stadium. (Jan. 1997 - March 1998)
Manager Training Program - Successfully completed all areas of the club
management training program, STAR University, Dallas, Texas.
Citrus Club - Orlando, Florida
University Center Club - Tallahassee, Florida
World Wide Catering/ Stellar Cruise Services / Miami, FL
Poseidon Services, Inc.
Onboard Hotel Manager/Food & Beverage Manager - Managed food beverage and
housekeeping departments, successfully maintained efficiency and
profitability with total profit & loss accountability.
Departmental Management - Developed operating budgets and monitored
expenditures, developed and implemented policies and procedures, ordered
provisions, equipment, supplies, beverages and cleaning materials,
implemented cost controls.
Personnel Management - Established work schedules, rotations, spot checks,
and delivered performance reviews.
Training Management - Delivered training on food preparation using
standardized Company recipes, operation of all types of food service
equipment, food service sanitation, preparation, and storage areas. (Oct.
1986 - Jan. 1997)
Education
Diploma in Hotel Management and Administration September 1986
School of Hotel Management and Tourism, Chur, Switzerland
Top of the Year Graduate (Food & Beverage)
Advanced Diploma in Hotel, Catering Operations January 1976
Ceylon Hotel School, Colombo, Sri Lanka
Industry Food Managers Certificate - Restaurant Association Florida, 1998
Training
Golf Course Management - Club Corporation of America Texas 1997
Disney Approach to Quality Service - Walt Disney World
Florida 1992
Fire Fighting & Rescue Operation - Miami Dade Community Miami, FL 1992
College
USPH Food Service Sanitation - U.S. Public Health Center Miami, FL 1989
Page 2 Jay Guruwatte Resume
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