Customer Service Management
Resume:
Urb. Vista Mar e Phone: +(351-*********
Serra
E-mail:
Lote 5 Apt. 2c **************@*******.***
Portimao
Portugal
Jose Carlos Ferreira Correia
OVERVIEW
Over twenty years’ professional experience as hospitality management with vast experience in
leading, coaching and training Dining services teams to top notch performance. Ability to guide a
global team within a very daily intense environment and aiming at delivering high standards of
services. Excellent communication skills and customer handling skills. Good interpersonal and
management skills, ability to adjust in dynamic environment. Core skills are:
• •
Excellent customer service skills Good communication and interpersonal skills
• •
strong organisational skills implement and enforce strict food safety
practices
• •
Team-leading skills problem-solving skills
• •
decision-making skills Inventory Management
PROFESSIONAL EXPERIENCE
Holland America Line 2012 – now
CORPORATE TRAVELING TRAINER CULINARY OPERATION
Reporting to Deputy Director of Guest and Dining Services. Responsible for identifying and
implementing improvements to increase the effectiveness and consistency of the Dining Services of
the entire Holland America Line.
• Delivers and implements standards, and accountability in establishing superior Guest service
for all HAL Dining service on 15 cruise ships
• Provides a central source of on board knowledge and information, by supporting our on board
Dining Services Operations, in order to achieve consistency, fleetwide. Specializing in
implementations of the updated and new service procedures
• Creates a one team environment within the Culinary Operation department. Continuously
enhances the relationship with the Galley operation allowing acceptable response time and
mutual respect and understanding in each department’s role.
• Responsible for the inventories management, dining services procedures of each outlet on
board the fleet as well as the menu design.
• Provides feedback to the Deputy Director of Guest and Dining Service on existing performance
management system tools and participates in the succession planning, task lists, job
descriptions, appraisal processes, training programs, career path planning and LMS process for
the Dining Services staff.
• Managing the recruitment programs for dining area, approving promotion for medium and
senior managers. Design and revaluate employees’ development program for dining room
services staffs (both senior and junior position).
• Designing annual evaluation program for all Senior Managers and middle management in the
Dining Services department.
• Responsible for planning dinning services for new ship openings.
• Managing the Training program in School Campus in Indonesia for new dinning service starts.
• Coordinates with Customer Relations and the Ship Services Department means to reduce guest
complaints and enhance/increase response time in order to avoid unnecessary financial
retributions.
Holland America 2011 – 2012
DINING ROOM MANAGER
Responsible for all Dining Services outlets on board the Ms Noordam, which includes the planning of
all schedules, daily and weekly reports to head office, organize and payout the pool system to the
entire dining room department.
• Managing a team of 200 employees.
• Ensuring all passenger and clients are satisfied with meals and the high quality service.
• Undertaking training of all new and existing personal to make sure that they possess sufficient
product knowledge of all Restaurant menus of Food, Wine and Beverages
Perola de Alvor 2007 – 2011
RESTAURANT AND BAR MANAGER
This Position ensures that restaurants operate efficiently and profitably while maintaining their
reputation and ethos. Responsible for the business performance of their restaurant, as well as
maintaining high standards of food, service, and health and safety.
• Setting budgets and/or agreeing them with senior management.
• Recruiting, training and motivating staff
• General stock management. Checking stock levels and ordering supplies.
• Organising event and marketing activities, such as promotional events and discount schemes.
• Introducing new techniques to the development of the industry
• Establish and maintain healthy relationship with both the clients and Suppliers
• Responding to customer complaints
Princess Cruises Cruise Line 2004 - 2007
ASSIST DINING ROOM MANAGER
Involve in planning of all schedules, daily and weekly reports to head office. Organize and payout the
pool system to the entire dining room department. Work with a team of 100 employees. Ensure all
passenger and clients are satisfied with meals and the 5 star services. Planning and training both new
and existing staffs to ensure the product knowledge and procedures are well communicated and
understood
Kaffe Puro Bar and Restaurant 2001 – 2003
OWNER
During May of 2001 until December of 2003 I had my own busy bar and restaurant in Portugal. This
Position involved the employing, interviewing and training of 12 permanent employees. General
ordering of the stock, the organisation of events such as christenings, weddings group bookings and
parties.
Princess Cruises 5* Cruise line 1992 – 2001
I started my career with Princess Cruises in 1992 as a Junior Waiter on the old Star Princess. Three
months into my first contract I was then promoted to Waiter due to the high performance. Over the
Years I was then promoted again in 1998 to Head Waiter, having completed one of the first Head
Waiter Training courses on the Regal Princess. Then I was promoted to an Assistant Maitre D.
EDUCATION
Cornell University USA
Strategic Hospitality Management 2014
Johnson and Wales University Marine Hotel Association USA
Understanding Management 01/12/2001 B
Interpersonal Communication 01/28/2001 A
Coaching Your Team 02/12/2001 A+
Self-Management 03/03/2001 A+
Developing Your Team 03/09/2001 A+
LANGUAGES
Frequently speaking in a wide variety of languages, including:
• English
• Italian
• Spanish
• Portuguese
• And, a good knowledge of French.
INTEREST
Travel, Music, Reading, Photography
Contact this candidate