Customer Service Manager

EUGENE VAN WYK

Cell: +277********

** ********* *****, ************, ****, South Africa

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

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Profile

Well-qualified professional with more than 14 years of experience in

hospitality for high-volume, fast-casual and full service Cruise Ships,

Hotels and Restaurants. Consistently successful in raising service

standards and quality operations. Expertise in hiring, training, coaching,

customer service, labor and quality control, and FOH operations. Reputation

for excellence, integrity and leadership under pressure.

PERSONAL DETAILS

Date of Birth 03 May 1976

Nationality South African

Languages Dutch/Flemish and English

Interests Camping, snorkeling, billiards and

traveling

Marital Status Married

Visa Nbr

CORE STRENGTHS

Coaching & Staff Development F&B Operations

Regulatory & Safety Standards Service & Standards Training

Purchasing & Inventory Control Cost Control

Product & Quality Control Customer Service Delivery

EMPLOYMENT HISTORY

Restaurant & Bar Manager

BRYANSTON COUNTRY CLUB

10 September 2013 - present

. Recruiting, training and supervising staff

. Agreeing and managing budgets

. Planning menus

. Ensuring compliance with licensing, hygiene and health and safety

legislation/guidelines

. Promoting and marketing the business, Overseeing stock levels,

Ordering supplies

. Producing staff rotas

. Handling customer enquiries and complaints

. Taking reservations

. Greeting and advising customers, Problem solving

. Preparing and presenting staffing/sales reports

. Keeping statistical and financial records

. Assessing and improving profitability

. Setting targets

. Handling administration and paperwork

. Liaising with customers, employees, suppliers, licensing authorities,

sales representatives etc

. Making improvements to the running of the business and developing the

restaurant.

. Opening and closing procedures

Front of House (H.O.M.) Manager

DON CARLOS RESTAURANT (Italian Cuisine)

1 December 2012 - 31 July2013

. Coordinating the entire operation of the restaurant during scheduled

shifts.

. Managing staff and providing them with feedback.

. Responding to customer complaints.

. Ensuring that all employees adhere to the company's uniform standards.

. Meeting and greeting customers and organizing table reservations.

. Advising customers on menu and wine choice.

. Organizing and supervising the shifts of kitchen, waiting and cleaning

staff.

. Report to Restaurant General Manager.

Lounge Supervisor & Cocktail Bartender

THE YACHTS OF SEABOURN

MV Quest, MV Odyssey, MV Spirit

5 Dec 2010 - 22 July 2012

. Supervise and coordinate all bar wait staff,

. Maintain par stock level in all bars, Input of all inventories and

requisitions,

. Maintain company service standards, Training of standards and product

knowledge,

. Attention to fine detail in service and bar setups,

. Maintain budget accordingly,

. Cigar sales and maintained,

. USPH (United States Personal Healt)h & Seabourn Health Program

standards,

. International Cocktail service & Preparation.

Construction Manager

October 2008 - 31 November 2010

Zululand Project Services (Owner)

Contractor in aspects of Plastering, Tilling and Building

. Examine and inspect work progress, equipment, and construction sites

to verify safety and to ensure that specifications are met.

. Train workers in construction methods, operation of equipment, safety

procedures, or company policies.

. Read specifications, such as blueprints, to determine construction

requirements or to plan procedures.

. Assign work to employees, based on material or worker requirements of

specific jobs.

. Confer with managerial or technical personnel, other departments, or

contractors to resolve problems or to coordinate activities.

Company Representative

August 2006 - September 2008

SKY Rigging Services and Equipment

. Visit new clients and assuring good work ethics.

. Ensure to keep adequate records of work accidents, injuries, health

hazards, health and safety complaints and regularly monitor this data;

. Participate in the development, implementation and monitoring of

programs to prevent hazards in the work place, including ergonomic

related hazards, that also provide for the education of employees in

health and safety matters related to those hazards;

. Participate in all inquiries, investigations, studies, and inspections

pertaining to the health and safety of employees;

. Cooperate with company supervisors.

. Inspect each month all or part of the work place, so that every part

of the work place is inspected at least once each year;

. Participate in the development company policies and programs.

. Participate in the implementation and monitoring of a program for the

provision of personal protective equipment, clothing, devices or

materials and participate in the development of the program.

Bar Manager/ Head Bartender

SILVERSEAS CRUISES

May 2006 - July 2006

. Supervise and coordinate all bar staff,

. Scheduling for day-to-day functions and events,

. Maintain par stock level in all bars,

. Supervise input of all inventories and requisitions on 'Fidelio',

Maintain company service standards,

. Training of standards and product knowledge,

. Attention to fine detail in service and bar setups,

. Maintain budget accordingly, Stock control and coordination with F&B

Controller, Cigar sales and maintained,

. Lead by example,

. Uphold and maintain U.S.P.H. standards.

Lounge Supervisor / Cocktail Bartender

1 April 2005 - 10 May 2006 M/V Silver Whisper & M/V Silver Wind

. Supervise and coordinate all bar wait staff,

. Maintain par stock level in all bars, Input of all inventories and

requisitions,

. Maintain company service standards, Training of standards and product

knowledge,

. Attention to fine detail in service and bar setups,

. Maintain budget accordingly, Cigar sales and maintained,

. Maintain USPH (United States Personal Health) standards,

. International Cocktail service & Preparation.

F&B Management Trainee

October 2002 - March 2005

Frenchman's Creek CC, FL, USA

Oct 2004 - March 2005 BARTENDER / WAITER

. Assist in training of new staff,

. Assist restaurant managers with staff scheduling, inventory &

requisitions, reservations,

. Experienced in hosting, expediter, event setup, bar setup, catering

and functions.

. Completed training in food & beverage management

Differences and Similarities between Cubs and Hotels, Interview

Basics, Scheduling basics, Golf Course Maintenance, Beverage and Wine

Service, Budgeting, Basic Safety.

. Serving members and Guests, end shift reports, anticipate customer

needs, safety training, sanitation classes, wine & beverages service

training and Jonas point of sale.

Night Auditor/Receptionist

January 2002 - October 2002

The Beach Hotel, EC, RSA

Balancing pre-lists, Check in and out procedures, Audit reports, Petty

cash, Occupancy and guest reports and turn down lists, Customer service and

liaison, Posting dockets, Telephone etiquette and switchboard operator.

Restaurant Supervisor

April 2001 - September 2001

Century Hotel, Dubai, U.A.E.

Supervise twelve staff members, staff scheduling, inventory & requisitions,

stock control, hygiene standards, quality control, public relations, in

house sales, staff rotation, cash and credit card transactions and end of

shift reports.

Head Buffet Steward

Contracts of 1998 & 1999

MSC CRUISES

M/S SYMPHONY, Durban, R.S.A.

Captain's table waiter, setting up buffets, supervise of six staff members,

customer service, inventory and requisitions, decoration of events,

breakfast, lunch and dinner, perfection of presentation, staff rotation,

staff etiquette, food service, cleanliness and hygiene.

Asst. Bar Manager

October 1995 - February 1998

Mposa Guest House, Richards Bay, R.S.A.

(Leisure Resort)

Catering of events and functions, bar setup supervision, training in safety

rules and procedures, inventory & requisition, storing procedures, staff

rotating, utilization of stock, stock control, hygiene standards, staff

etiquette, club house security, supervised eighteen staff members, customer

satisfaction, reservations.

EDUCATION

UMFOLOZI COLLEGE: Mechanical Engineering (N3)

F&B Management Training: FCCC : October 2002 - October 2004

Computer Skills: Lanmark, Jonas, Micros, Windows, Microsoft Word, Excel and

FrontPage, Fidelio, Web Design

Certifications

First Aid Level 1

Scott - Safe

Occupational Safety and Health

OSHAcademy Safety and Health Training January 2009

Web Design

Varsity College 2004

STCW 95 / Crowd Management

Seabourn Cruise Line January 2010 to January 2011

Food Safety Certificate QCF Level 3, FETAC Level 5

ALISON - Free Online Learning August 2014

Operations Management Certificate QCF Level 3, FETAC Level 5

ALISON - Free Online Learning August 2014

Hospitality Supervisor

American Hotel & Lodging Association License 0283932 August 2014

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