Customer Service Manager
Resume:
Vivian Rose Hernandez
Miami, FL 33135
Objectified: To work for a well established company that will use my talents of
organization, problem solving and dedication at the same time offering me more
experience and education.
April 2012 Present sistant Food and Beverage Manager Level II HMSHost
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Shulas Bar and Grill iami International Airport. anages and directs a staff of 40
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associates, to uphold the high standards of the franchise. The fast pace and high volume,
demands precise attention to details and service. Directs the kitchen cooks, front of the
house servers and bartenders, in addition with Utility, and back of the house procedures
and standards. Manages Checklists, customer service, attendance, training, counseling,
coaching, yet giving the highest service expected. Ensures compliance with health,
safety, sanitation and alcohol awareness standards.
December 2011 April 2012 ecutive Steward usty Pelican,3201 Rickenbacher
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Causeway, Key Biscayne, Florida 331**-***-*** 3818 anages and directs the
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kitchen workers to uphold the high standards of sanitation needed to maintain the brand
new equipment and supplies. Ensures compliance with health,and alcohol awareness, as
well as ensuring the high standards of food and beverage quality, service, and marketing
to maximize the profits as this new restaurant needs to be the flag ship for the entire
corporation of Speciality Restaurant.
Interviews, trains, supervise, counsels, schedules, and evaluate staff.
June 2010 December 2011 Assistant Executive Steward an Francisco
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Hilton anages and directs the efforts of the stewarding staff to ensure that all banquet
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functions have the proper equipment and supplies. Supervises ongoing equipment
inventory of all china, glass, silver and other food and beverage equipment. Ensures
compliance with health, safety, sanitation and alcohol awareness standards. Helps ensure
high standards of food and beverage quality, service and marketing to maximize profits
and insure outstanding customer service. Interviews, trains, supervise, counsels,
schedules, and evaluate staff.
March 2009 May 2010 sistant Restaurant Manager n Francisco Hilton
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Hotel 333 O’Farrell Street San Francisco, CA 415-***-**** anages and organizes
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the activities of the hotel's Urban Tavern Restaurant and Starbucks of a 2000 room hotel,
to maintain high standards of food and beverage quality, service. Responsible for
maximizing the department’s profitability, as well as implements effective controls of
food, beverage, and labor costs and monitor the departments' budget to ensure efficient
operations, including achieving budgeted revenue and labor expenses. Ensures
compliance with health, safety, sanitation and alcohol awareness standards. Helps ensure
high standards of food and beverage quality, service and marketing to maximize profits
and insure outstanding customer service. Interviews, trains, supervise, counsels,
schedules, and evaluate the staff. Knowledge includes a POS system Micros and RMC
and EMC programs for back up and execution.
February 2007 March 2009 Room Service Manager an Francisco Hilton Hotel 333
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O’Farrell Street San Francisco, CA 415-***-**** anages and organizes the
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activities of the hotel's Room Service Department of a 2000 room hotel, to maintain high
standards of food and beverage quality, service. Responsible for maximizing the
department’s profitability, as well as implements effective controls of food, beverage, and
labor costs and monitor the departments' budget to ensure efficient operations, including
achieving budgeted revenue and labor expenses. Ensures compliance with health, safety,
sanitation and alcohol awareness standards. Helps ensure high standards of food and
beverage quality, service and marketing to maximize profits and insure outstanding
customer service. Interviews, trains, supervise, counsels, schedules, and evaluate the
staff.
1998 2007 Bartender Cityscape Bar and Lobby Bar an Francisco Hilton Hotel
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333 O’Farrell Street San Francisco, CA 415-***-**** aintain Hilton Standards in
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servicing the guests and patrons of the hotel. No reasonable request was denied, and
ensuring all customers was taken care with alcohol awareness standards. Hosted large
volume events in Cityscape, and sporting events in the Lobby bar. Maintain a bank of
$600.00, which included cashing out servers and other bartenders as needed.
1983 1998 Room Service Order taker/cashier n Francisco Hilton Hotel 333
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O’Farrell Street San Francisco, CA 415-***-**** aking guests orders for in room
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dining, handling requests for amenities, answering the department’s phone which requires
directing guests to the right departments, answering their questions, no reasonable request
denied. Maintain a bank of $1500. this would require cashing out servers and making
change for traveler’s checks and cash checks.
1990 1991 Closing Manager Burger King hitehurst Franchise Inc. Hayward,
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San Leandro, Martinez, Union City. anaged a staff of twelve team members, as well
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as the maintance staff. Handled a safe of $5,000 and ten drawers, doing deposits, running
reports, inventory control and zero waste. Making schedules for all shifts of the
restaurant.
1987 1989 Room Service Captain n Francisco Hilton Hotel 333 O’Farrell
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Street San Francisco, CA 415-***-**** upervised the staff of 60 servers 14 bussers
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and 10 order takers/cashiers. Made sales calls and booked Hospitalities with future
groups coming into the hotel. Organized and executed large arrival with amenities.
Bachelor of Business Adminstration Management 2007 AIU
Associates Degree City College of San Francisco 1983
Certificate National’s Bartendering School 1995
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