Customer Service Manager
Resume:
YUPIN ROBBINS
Alexandria, VA 22303
Email: ************@*****.*** Cellular: 847-***-****
OBJECTIVE Banquet Sever
SUMMARY Banquet Server with fifteen years banquet experience in the hotel industry. All of my professional
hotel experience has been at 4- or 5-Star hotels. I am passionate about quality customer service.
PROFESSIONAL EXPERIENCE
Banquet Server January 2012 to Present
Embassy Suites Chicago - North Shore/Deerfield
• Set tables in assigned area (or checks to see that they have been set) correctly and uniformly, using clean,
pressed linen (without rips, stains or tears); clean unspotted silverware; clean china with no chips or cracks;
clean, unspotted glassware.
• Properly clean and fill table complements (salt and pepper, sugar, breadbaskets, etc.).
• Learn the menu for each function served.
• Assist Captain and/or Manager in setting up and breaking down buffet and other special food services
tables/stations.
• Set-up, serve and/or break down coffee breaks, receptions, other special functions, as assigned, complying
with standard policies and procedures.
• Complete any assigned side work, such as refilling condiments, shaking and sorting linen, hanging/storing
drapes, cleaning/storing serving equipment and/or props, etc.
• Maintain responsible alcohol service certification.
• Mix and serve alcoholic and nonalcoholic drinks, to patrons during banquet events.
Banquet Server February 1994 to January 2008
DoubleTree Hotel, Sacramento, California
• Set tables in assigned area (or checks to see that they have been set) correctly and uniformly, using clean,
pressed linen (without rips, stains or tears); clean unspotted silverware; clean china with no chips or cracks;
clean, unspotted glassware.
• Learn the menu for each function served and explain the major ingredients and preparation methods for each
item to be served.
• Assist Captain and/or Manager in setting up and breaking down buffet and other special food services
tables/stations.
• Set-up, serve and/or break down coffee breaks, receptions, other special functions, as assigned, complying
with standard policies and procedures.
• Used effective communication skills, both oral and written, with all level of employees and guests in an
attentive, friendly, courteous, and service-oriented manner.
• Effectively listened to, understood, and clarified concerns raised by employees and guests.
• Multitasked and prioritized departmental functions to meet established deadlines.
• Approached all encounters with guests and employees in an attentive, friendly, courteous and service-oriented
manner.
• Attended and participated in all hotel mandatory conferences and training sessions.
• Maintained compliance with standards, as required by scheduling, which varied according to the needs of the
hotel.
• Maintained high standards of personal appearance and grooming, which included wearing the proper uniform
and nametag.
• Complied with hotel standard and regulations to encourage safe and efficient hotel operations.
• Maximized efforts towards productivity, identified problem areas, and assisted in implementing solutions.
•Resolved problems, including anticipating, preventing, and identifying problems as necessary.
•Understood and applied complex information, data, etc. from various sources to meet appropriate objectives.
•Cross-trained in other hotel related areas.
•Maintained confidentiality of information.
•Demonstrated initiative, including anticipating guest or operational needs.
•Performed other duties as requested by management.
•Maintained a warm and friendly demeanor at all times.
•Was attentive, friendly, helpful, and courteous to all guests, managers and fellow employees.
•Performed preparatory tasks and side work duties to ensure that guests are served promptly and efficiently.
•Read the Banquet Event Order (BEO) and was familiar with the menu of the assigned function.
•Served guests according to the hotel’s standards in a friendly, courteous, and professional manner.
•Responded to guest problems, complaints, and accidents. Communicate to management, if necessary.
•Set all tables in accordance with hotel policies and procedures.
•Maintained the banquet storeroom in a neat and orderly manner, stocked with any and all appropriate supplies
necessary for food service functions.
• Cleaned-up banquet space after the completion of the function and ensured that all equipment and supplies
are stored and re-stocked properly.
• Prepared banquet room according to BEO and the various meal functions.
• Followed all money handling procedures when serving the guest.
• Used “suggestive selling” techniques.
• Knew the menu items for each function served and gave accurate descriptions.
• Ensured overall guest satisfaction.
• Prepared coffee breaks, carts, and stations with appropriate food and beverages as stated in Banquet Event
Order.
• Prepared tables, action stations, buffets, service carts, dessert table/carts and cordial carts.
• Communicated additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
• Ensured courses are cleared and tables are properly crumbed.
• Responded to and fulfilled any special banquet event arrangements.
• Replenished buffet items to ensure consistency and freshness in presentation.
• Monitored tableware to ensure it is presentable to guests.
• Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
• Bussed tables by removing and separating tableware, plate ware, glassware, and flatware.
• Followed all company and safety and security policies and procedures; reported accidents, injuries, and
unsafe work conditions to manager; and completed safety training and certifications.
• Ensured uniform and personal appearance is clean and professional, maintained confidentiality of proprietary
information, and safeguarded company assets.
• Welcomed and acknowledged all guests according to company standards, anticipated and addressed guests'
service needs, assisted individuals with disabilities, and thanked guests with genuine appreciation.
• Communicated with others using clear and professional language.
• Supported team to achieve common goals.
• Ensured adherence to quality expectations and hotel standards.
EDUCATION
• Bryant Business College, Chicago, Illinois; Diploma, 1971
COMPETENCIES/CERTIFICATIONS
• Certifications – Food handler; Alcoholic beverage
• Bilingual
• International travel (throughout Asia) and residency (Japan)
Contact this candidate