Manager - Events - Quality Assurance

Norbert W. Kupinski, III

** ******* ******, ** . **** Seven . Washington, DC 20011 . Cell: (202) 277-

**** . *********@*****.***

Summary:

More than fifteen years of experience in hospitality industry. Extensive

background in areas of hotel quality assurance, food and beverage

management and event planning. Knowledgeable in all aspects of hospitality

industry, from site inspection and quality assurance to restaurant

management, and marketing to oenology. Skilled at ensuring and improving

customer service, and increasing revenue while decreasing costs. Adept at

purchasing, event coordination, budget management, inventory, and

scheduling. International experience. Excellent analysis, presentation,

and communication skills.

Professional Background:

Capitol Hill Hotel, Washington, DC

2013 - Present

Assistant General Manager

. Oversee hotel departments to ensure an optimal level of service and

hospitality are provided to hotel guests.

. Direct involvement and exicution of a renovation of all 153 guests rooms;

scheduling and coordinating with contractors and sub-contractors.

. Assist the General Manager in preparation of forecasts and reports and

assist in the development, implementation and monitoring of the budget to

maximize revenue and minimize expenses while ensuring adequate supplies

and staff are on hand to provide top quality customer service.

. Be aware of guest satisfaction scores and brand standards and work toward

increasing departmental and overall guest satisfaction.

. Resolve customer complaints, and anticipate potential problems by

reviewing and monitoring operational issues, business flow and associate

performance.

. Oversee the property accounting functions of Accounts Payable and

Receivable, house bank audits, petty cash, and tax.

. Coordinate with corporate accounting department to oversee payroll

functions.

. Oversee and ensure internal audit standards are met.

. Interact with the sales staff to discuss and implement sales strategies

to continually improve occupancy levels and revenues.

. Monitor and maintain the front office systems and equipment to ensure

optimum performance.

. Interview, select, train, schedule, coach and support associates,

ensuring they perform in accordance with established brand or hotel

standards and consistent with Hersha Hospitality Management core values.

. Create specific, measurable, achievable, realistic, and timely action

plans to remedy guest service deficiencies.

. Follow sustainability guidelines and practices related to Hersha

Hospitality Management's EarthView program.

Omni Shoreham Hotel, Washington, DC

2011 - 2013

Guest Services Manager

. Responsible for the arrival and departure for all hotel guests including

VIPs and attendees to conferences and social events to ensuring a four

diamond experience.

. Conduct the hiring, training and continued development of bellmen,

doormen and concierge.

. Manage the third party relationships with valet services, shoeshine, The

UPS Store, transportation services and city wide tour providers and

attractions.

. Properly maintain all departmental logs, proper storage of guest luggage

and handling of packages.

. Assure that guest challenges are handled with the upmost professionalism

and to the satisfaction of the guest while maintaining mission of Omni

Hotels.

LRA Worldwide, Inc., Horsham, PA

2001 & 2010 - 2011

Quality Assurance Consultant

. Conducted inspections of properties owned and/or managed by Starwood

Hotels. Inspected up to five properties per week, covering the U.S.,

Mexico, and Canada.

. Performed unannounced inspections, registering as guest and spending

night. Monitored personnel for customer service, rooms, public areas,

and restaurants for cleanliness, and general condition of property.

. Prepared reports and then reviewed information with hotel management.

Conducted second, more in-depth inspection with hotel management.

Focused on Brand Assurance, Brand Performance, and Quality Assurance.

. Evaluated all areas of property based on industry and company standards.

Prepared recommendations for improvement.

. Arranged and coordinated personal inspection schedule and managed

personal budget.

Norbert W. Kupinski, III

Page 2

The University Club of the City of Washington, District of Columbia,

Washington, DC 2003 - 2010

Director of Member Events (2005-2010)

. Concept development, operational details (including: menu planning,

entertainment, script development, reservations/registration and

execution) and financial accounting and analysis of member driven events

and activities ranging from monthly committee sponsored luncheons to

awards dinners that include Founders' Day, The Distinguished

Washingtonian Awards and The University Club Excellence in International

Leadership.

. Manage and organize the Club-Within-The-Club Program.

. Assist in the planning and execution of events for departments through

out the Club that include Athletics, Membership Development, Marketing

and Overnight Guest Rooms.

. Oversight and Management of Catering Department events and service staff

that includes scheduling and training.

. Assist the Director of Food & Beverage in the day to day operations of

the Food & Beverage Department as well as long term goals and objectives.

Food Service Manager (2003-2005)

. Coordinate food service in The William H. Taft Dining Room, The John J.

Pershing Grille and the Banquet/Catering Department.

. Training of food service personnel on proper service techniques, up-

selling, Member/guest relations and Club policies and procedures.

. Assist outlet managers with logic and rationale, budgeting and cost

controls.

. Direct involvement with outlet managers in the development and

implementation of a marketing program.

The Club at Franklin Square - Club Corp, Inc., Washington, DC

2002 - 2003

Service Director

. Oversight of all food service within the Club, including the daily

operations of a la carte dining and banquet services.

. Manage the hiring, training and development of all front of the house

food service employee partners.

. Ensure all mandated training programs were implemented as well as full

compliance with corporate purchasing procedures.

. Prepared annual financial budget and achieve the goals throughout the

year through forecasting, cost controls, labor management and revenue

generating programs.

Georgia Brown's of Capital Restaurant Concepts, Ltd., Washington, DC

1999-2001; 2004-2012

Restaurant Manager

. Oversaw all activities and operations related to dining room management

of 150-seat, prominent restaurant with annual revenues between $3 million

and $5 million.

. Supervised special events coordinator, maitre'd, host staff, and servers.

Hired and trained all dining room staff.

. Directed arrangement and coordination of banquets, parties, charity

events, and other special events.

. Responsible for front of the house operations, including customer

service, special events, scheduling, and decor.

. Carried out ordering of all front of the house supplies, such as linens,

and assisted managing partners with selection and purchase of food,

beverages, and equipment.

Buffalo Launch Club, Grand Island, NY

1995 - 1997

Member Services Representative

. Assisted General Manager with training staff members in proper service

techniques coordination of Club and catered events.

. Responsible for ensuring highest possible levels of customer service for

Club Members, public, and special event clients.

Internships:

Elmira College Dining Services, Elmira, NY

1997 - 1999

Graduate Assistant, Management

. Assisted in management of multi-unit dining facility serving more than

3,000 meals daily.

. Actively involved in purchasing, inventory control, budgeting,

scheduling, and coordination of special events.

. Assisted with recruiting, training, and supervision of 125 full and part-

time employees.

. Developed and implemented menus for catering functions and school's

student-operated restaurant. Researched and costed recipes.

. Worked closely with catering management to arrange and coordinate special

events such as banquets, receptions for visiting dignitaries, and other

events.

. Selected to assist with management of $2.5 million annual budget.

Norbert W. Kupinski, III

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Education:

Elmira College, Elmira, NY

M.S.E., Adult Education, 1998

M.S.E., General Education, 1998

Niagara University, Lewiston, NY

B.S. in Hotel and Restaurant Administration, 1996

Paul Smith's College of Arts and Sciences, Paul Smiths, NY

A.A.S. in Hotel and Restaurant Management, 1995

Associations, Certifications and Awards:

International Special Events Society Member (ISES)

Training of Trainers Certification

National Restaurant Association ServSafe Certification

American Hotel and Motel Association Front Office Procedures Certification

References:

Exceptional references available upon request

Keywords: Club Management, Hospitality Management, Food and Beverage

Management, Quality Assurance Inspector, Hospitality Quality Assurance

Manager, Restaurant Management, Food Services Management, Quality

Consultant

Contact this candidate