Customer Service Manager

JOEL ARTIS

***** ****** **** • Blue Island IL. **406 • 312-***-**** • *******@*****.***

OBJECTIVE

Pursuing a position with a stable organization that will utilize my knowledge and skills while offering the opportunity for professional growth and development.

SUMMARY

Service-oriented and results-driven professional with over 20 years in various aspects of the hospitality industry. Versatile hands on leader with experience in managing large high traffic venues. Extensive background in food and beverage operations, hiring and training large staffs, creating and managing budgets, driving sales, creating marketing strategies, and protecting company assets.

PROFESSIONAL EXPERIENCE

B.I.G Destinations Hospitality Group,

Miami Beach, FL 05/10-07/15

Director of Security, Safety, and Risk Management

Properties owned by Brio Investment Group (B.I.G Destinations) include: Clevelander Hotel and Entertainment Venue, Miami Beach. Clevelander Bar and Restaurant, Miami Marlins Park. Essex House Hotel, Miami Beach. Zen Sai Restaurant, Miami Beach.

●Developed and implemented policies and procedures to reduce possible risk and liability and ensure that insurance and workers compensation costs are kept to a minimum.

●Significantly reduced theft activity by investigating trends, identifying source individuals, and implementing tighter controls.

●Liaison with the local police and fire department, and various government agencies.

●Investigated all incidents that could have lead to litigation and prepared Incident Reports for attorney’s and insurance companies.

●Conducted weekly safety inspections and audits on all departments including Food and Beverage, Engineering, Entertainment, and Housekeeping.

●Responsible for ensuring that all safety and security equipment such as cameras, radios, fire extinguishers, etc. function properly and are up to date.

●In charge of conducting secret shops and underage stings to ensure that employees are following protocols and standards set by Florida Responsible Vendor program as well as following company protocols.

●Ensured that all OSHA, city code compliance and fire standards were met and all licenses were up to date.

●Responsible for creating and managing the Safety and Security departments’ budgets.

●Reviewed contracts and created operational plans for all special events.

●Provided schedules and control hours for over 50 safety and security associates and management staff.

●In charge of hiring, training, reviewing, and terminating employees.

Admiral Theatre Entertainment Venue, Chicago, IL 10/06-04/10

Floor Manager/Head of Security

●Oversaw all club activities to ensure that all employees and customers adhered to club rules and policies.

●Provided scheduling and controlled hours for over 80 employees, which included security, wait staff, bartenders, valet drivers, front desk clerks, and entertainers.

●In charge of hiring, firing, and training employees.

●Assisted with promotions and marketing ideas.

●Responsible for handling and counting large cash drops and closing out registers.

●Ordered food and beverage supplies and restocked bar.

Fatman’s Sports Bar and Restaurant, Lake Bluff, IL. 01/02-10/06

Food & Beverage Manager

●Responsible for ensuring excellent customer service and providing a positive dining and work environment.

●In charge of driving sales and controlling liquor and food costs.

●Set up promotions and private events.

●Provided schedules for over 20 employees.

●Oversaw kitchen activities (expo, food prep, cleanliness, etc.)

E2 Night Club, Chicago, IL. 06/96-01/02

Floor Manager/ VIP Host

●In charge of hiring and training employees and making sure all employees were in compliance with company policies.

●Headed up all V.I.P accommodations and special functions.

●Handled all customer inquiries, complaints, compliments, or suggestions.

●Responsible for handling all cash taken in at the front door, bar, and coat check.

●Assisted with the purchasing of food and alcohol.

EDUCATION

Westwood College. Schiller Park, IL.

Business Management

COMPUTER SKILLS

Microsoft Word/ Works/ Outlook/ Windows/ Lotus Notes/ Excel/ Office/ POS/ADP/Hotschedules

CERTIFICATIONS

CPR/ Crowd Management/ Handling Violent Subjects/ Assessing Risk Management/ Report Writing/ Florida Food Handling/ Florida Responsible Vendors

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