Customer Service Manager
Resume:
PAUL SPENCER
Edmonton AB
T*A 2X5
acrmxb@r.postjobfree.com
Tel: 780-***-**** or 780-***-****
SUMMARY
A diligent, highly organized and effective individual with experience and skills in the Hospitality Industry
Experience encompasses Food Services/Catering, Banquet Facilities, Hotel/Restaurant Supervision, Food Preparation and Presentation, Service Techniques, Budgeting, Food Costing, Quality Control, Sanitation, Safety and Hygiene, Inventory Control, Mixology and Bar Procedures, Customer Service and Staff Training/Supervision; supported by excellent customer relations and a results-oriented attitude.
Ability to implement policies/procedures to meet safety and sanitation standards; prioritize workload to meet deadlines; work productively under pressure in a fast paced environment; maintain excellent rapport with management and customers; grasp new procedures quickly; and adapt readily to the demands of the job.
OBJECTIVE
Seeking a position where my skills will be utilized to their full potential.
WORK EXPERIENCE
Feb. 2014 to Present DRAYTON VALLEY HOTEL
DUTY MANAGER
Professionally responds to customer requirement needs, complaints and inquires in a timely fashion
Provide ongoing support to all staff on shift
Supervise and assist in managing the operation of all departments, ensuring full compliance of all policies and procedures.
Maintain a strong focus on customer service and quality of experience, ensuring optimum guest satisfaction.
Provides substantial input for staff evaluations
Promote and maintain a safe and healthy work environment. Adhering to the legislation set out by the Occupational Health and Safety, The Alberta Hotel and Safety Association Ensures Property, including parking lot.
Communicate effectively with department managers up to and including writing daily log notes.
Enforce AGLC policies and guidelines
Verify and balance cash deposits and floats from all revenue center.
Performs vacant room checks in the absence of the housekeeping supervisor.
Assist the personnel department in the following: hiring, determine workload and delegating assignments, training, monitoring and evaluating performances and initiating corrective or disciplinary actions.
Represents The Drayton Valley Hotel in a professional manner through action and verbalization, both on and off duty.
Sept. 2009 to 2013 DERRICK GOLF AND WINTER CLUB
BANQUET MANAGER
Assist the banquet Manager in monitoring the daily operations of the banquet Department
Help with the planning and the execution of events from set up to tear down ensuring needs and requests are met.
Ensure the appropriate and timely set up of all functions while maintaining standards of food, beverage and meeting event specifications
Determine staffing levels for both setup and events
Ensure budget are maintained, communicate all changes with the catering, kitchen and banquet department
Make the appropriate adjustments prior to and during events to provide first class service to our guest
Responsibilities include liaising with various departments, problem solving, forecasting, payroll, billing and inventory
Ensure Health and Safety regulations are followed
Sept. 2008 to Sept. 2009 ROYAL GLENORA CLUB
BANQUET MANAGER
Assist the banquet Manager in monitoring the daily operations of the banquet Department
Help with the planning and the execution of events from set up to tear down ensuring needs and requests are met.
Ensure the appropriate and timely set up of all functions while maintaining standards of food, beverage and meeting event specifications
Determine staffing levels for both setup and events
Ensure budget are maintained, communicate all changes with the catering, kitchen and banquet department
Make the appropriate adjustments prior to and during events to provide first class service to our guest
Responsibilities include liaising with various departments, problem solving, forecasting, payroll, billing and inventory
Ensure Health and Safety regulations are followed
June 2007 to Sept. 2008 RAMANDA HOTEL AND CONVENTION CENTRE
ASSISTANT BANQUET MANAGER
Assist the Banquet Manager in monitoring the daily operations of the Banquet Department
Help with the planning and the execution of events from set up to tear down ensuring needs and requests are met.
Ensure the appropriate and timely set up of all functions while maintaining standards of food, beverage and meeting event specifications
Determine staffing levels for both setup and events
Ensure budget are maintained, communicate all changes with the catering, kitchen and banquet department
Make the appropriate adjustments prior to and during events to provide first class service to our guest
Responsibilities include liaising with various departments, problem solving, forecasting, payroll, billing and inventory
Ensure Health and Safety regulations are followed
Dec 2006 - May 2007 SUNRISE RESTAURANT
RESTAURANT MANAGER
Responsible for overseeing the smooth and efficient daily operations of the restaurant, which include recruiting and selection. Customer service, food costing, inventory control, bank deposits and staff scheduling and training
Monitoring labor cost, and making adjustment to meet budget
Responsible for budget and budget forecasting and local store marketing
Perform general administrative functions such as performance appraisals, report preparation and staff training
Responsible for health and safety for 5 Sunrise location
Sep 2001 – Dec 2006 LICKS RESTAURANT
RESTAURANT MANAGER
Responsible for overseeing the smooth and efficient daily operations of the restaurant which include recruitment and selection, customer service, food costing, inventory control, bank deposits and staff scheduling and training
Accountable for participating in weekly management meetings, discussing operational goals/objectives and related issues
Accountable for analyzing food and beverage trends and forecast as well as for participating in the budget process with management
Monitor labor forecast, and make adjustment to meet required parameters
Perform general administrative functions such as performance appraisals, report preparation and staff training
EDUCATION
1992 - 1995 CENTENNIAL COLLEGE OF APPLIED ARTS
Hospitality and Hotel Administration Diploma
Major: Hotel and Convention
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