Manager Customer Service

Nathalie I. J. Ferrer Mailhes

**** *. ******* **., ***** Park, TX 78613 512-***-**** ***********@*******.***

Professional Summary

A proactive, focused and committed professional, with extensive expertise gained within the banquet, food and beverage sector.

Commercially astute, with the ability to identify business opportunities and implement effective promotional/marketing activities to raise corporate profile and consolidate year on year expansion.

An accomplished time manager, organizer, creative, introducing and integrating innovative strategies, streamlining resources to maximize performance and quality standards to ensure the ongoing provision of the highest standards of customer care.

A well presented, confident and articulate communicator and negotiator at all levels, who commands respect and credibility through the projection of a professional image.

Skills

Expert in negotiating with corporate clients (national, international companies, associations, commerce chambers and others) as well as with wholesale travel agencies.

Expert in Kosher attending the Jewish Community.

Maintaining excellence in customer care.

Allocating resources, both human and material, to maximize performance and efficiency.

Planning, organizing and coordinating special events and functions

Identifying and following up business opportunities, instigating initial contact with decision-makers to raise corporate profile and awareness of services.

Ensuring compliance with Food Hygiene legislation.

Identifying and selecting suppliers/wholesalers ensuring cost-effectiveness.

Autonomous P&L control with responsibility for maximizing year on year turnover & profitability.

All aspects of production of annual budgets.

Payroll management.

Personnel management: Interviewing, assessing and recruiting suitable applicants across disciplines. Devising, implementing and delivering in-house training.

Conducting regular reviews and appraisals.

Work History

Assistant General Manager, May, 17th, 2015 to present time.

La Quinta Inn & Suites Southwest Mopac, Austin, TX, 78735.

Reporting to: Shae Wade - General Manager – Phone: 512-***-**** – ********@********.***

Director of Catering and Special Events, July 15th, 2013 - July 31st, 2014

La Hacienda de los Morales - Mexico City, MX

Reporting to: Fernando del Moral - General Manager – Phone: +525********* – *********@********************.***

I built an extensive social network within the local community to foster direct lines of communication with key social and business contacts that resulted in extraordinary business opportunities. I maintained La Hacienda de los Morales marketplace position as the city’s most elite venue within social and corporate communities.

I worked with the most prestigious Mexican wedding planners to create the perfect wedding journey.

I worked closely with the Executive Chef and catering team to customize spectacular and original themed menus and event concepts.

I monitored the daily operations of the Banquets Department, including providing support and guidance to fellow banquet personnel to ensure a successful and effective operation ending in a positive guest experience, as well as maintaining a strong client relationship and ensuring that all convention specifications are communicated to and executed by all operating departments making for a successful meeting experience for the meeting planner and attendees.

I implemented a training program, to ensure a high quality presentation and level of customer service within the banquet service/function service staffs.

I developed all banquet department schedules, forecasts and budgets. I monitored and controlled banquet budget (i.e., labor costs, food and beverage costs, supplies and equipment and coordinate with event budgets to maximize revenue and minimize expenses while providing quality guest service).

I implemented company programs and policies, resolved daily operational problems through consistent monitoring of banquet operations to ensure compliance with safety and security regulations, in order to obtain an optimum level of service, quality and hospitality.

Manager of the Hospitality Division, July, 30th, 2012 - June 30th, 2013

Universidad del Valle de México – Guadalajara, Jalisco, MX

Reporting to: Alejandrina López – Director of the Kendall Programs for Latin America

Responsibilities:

I was in charge of the run day-to-day operations of all the facilities of my area at the university (restaurant, kitchen, classrooms and others), including overseeing personnel, ensuring that the facilities are properly maintained, taking steps to ensure students and parents satisfaction and overseeing the upkeep of administrative and financial records.

I was in charge of creating new events in order to attract more candidates to the university, searching for the support of the industry.

Accomplishments:

I eradicated bad habits among teachers such as alcohol problems, absenteeism, and mistreatment of students. I strengthened the staff of teachers looking for people with higher academic qualifications and with a service attitude (through reviewing their references, having personal interviews with each of them, as well as sample of their classes).

I achieved to rise from 475 students in 2012 to 525 in 2013, in the Hospitality Division.

Skills:

1. Aligning team members around organizational strategy and values;

2. Training the administration staff;

3. Coaching teachers, students and parents;

4. Building unity with other areas in the university, through communication and developing good relationships;

5. Planning and involving the staff in order to create special events that attracted more candidates to our Division.

Director of Food, Beverage and Catering Sales, July, 20th, 1998 – May, 16th, 2012

Hotel Nikko Mexico - Mexico City, MX

Reporting to: Mr. Seikichi Saito, Director & General Manager

Responsibilities:

Leading a team of 425 employees, 16 of them reporting to me directly.

Achievements:

1.During 2011, the Food, Beverage and Banquet Division achieved an income of 117% versus 2010 and 121% versus Budget, as well as a P&L of 126.7% versus 2010 and 131.3% versus Budget

2.I built of a strong team of Managers for each of the outlets working with them side by side, prepare them to develop their skills and knowledge in order to elaborate the preparation of the annual Food & Beverage budget, goals and strategic projects.

3.I achieved a complete reconstruction of the Banquets area, as far as eradicating the bad practices.

4.I introduce and systematized of the management system of Banquets rooms, with the introduction of computers and Delphi.

5.I established prices standards, as well as Banquet contract conditions for clients, increasing the monthly pick up of events.

6.I systematized food, beverage and others costs, with the revision and control of expenses, in order to increase the operational utility from 46% in 1997 to 56% in 2012, like for example: renegotiation with suppliers, recipes revision, design of new menus.

7.I increased the client’s loyalty: in Banquets we obtained that 70% of such are repetitive; in outlets we obtained the recognition of our high standards on service and quality.

8.I created the concept of the Nikko Pastry Shop, which success has been so important that our head office in Japan was planning to open stores abroad.

Sales Banquet Director, September, 1st, 1991 - April, 30th, 1995

Hotel Marquis Reforma - Mexico City, MX

Reporting to: Yvonne Kalach, Owner

Responsibilities:

Opening of the Hotel. Establishment of all the systems for the handling of Banquets.

Achievements:

Position the Hotel as the best center of banquets for the Jewish Community of Mexico.

General Manager, January, 1st - August, 30th, 1991

Summa Convivium, S.A. of C.V. - Mexico City, MX

I created this company in order to take care of services of events and Banquets.

Adviser in Human Resources, August, 1st – November, 30th, 1990

Abastecedora Industrial de Hule del Valle de Mexico, S.A. de C.V. - Mexico City, MX

Application and interpretation of psychological studies at management and direction levels, as well as the recruitment of key positions.

Manager of Groups and Conventions, July 1987 – May 1989

Hotel Nikko Mexico - Mexico City, MX

Reporting to: Zwi Weitzner – Food and Beverage Director

Duties:

I had a constant communication with guests and on-site contact to ensure all expectations are met or exceeded.

I coordinated with other staff and departments to arrange for the delivery of requested services.

I maintained a constant contact with kitchen staff to ensure complete effective communication between food production and food service.

I ensured that all functions were set and staff was prepared and organized before required time on BEO.

I meticulously planned events with the captains to ensure execution was achieved at the highest level.

Assistant of Groups and Conventions, January 1985 – July 1987

Hotel Camino Real Mexico - Mexico City, MX

Reporting to: Olga Guardia Solera – Director of Banquets

Duties:

Helping the banquet director to operate food serving facilities.

Supervising personnel (Banquet Captains, waiters).

Ensuring dining facilities are clean and properly decorated.

Purchasing equipment, ordering supplies and coordinating service details.

Performing administrative functions.

Education

High School Diploma: 1982

Liceo Franco Mexicano - Mexico City, MX

Baccalauréat D (Mathematics, Physics, Chemistry and Biology)

Certificate of Superior Studies in Hotel Profession and Tourism: 1984

Centre International de Glion - Glion-sur-Montreux, Switzerland

Master: Industrial Psychology: 1990

Universidad de las Américas - Mexico City, MX

Seminars and Courses

Analysis of integral cost in companies of Foods and Beverages,

Theory and practice of the integration of work groups, Acevedo y Asociados,

Analysis of problems and decision making within a working team, Acevedo y Asociados,

Organizacional Communication, Acevedo y Asociados,

Time management, Franklin Covey,

Project administration, Franklin Covey,

The sales manager: administrator, salesman and leader, Quality Training Corporation,

How to Increase Profitability in the Hotel and Restaurant Industry, Cornell University, School of Administration,

The seven habits of highly effective people, Franklin Covey,

Seminar of human values and self-esteem, Esco,

The Latin American Hospitality Summit, Restaurants & Hotels, Cornell University, School of Administration,

The negotiation process, Mario Borghino,

International Certification in Coaching, Esco, (from January till August, 2007),

International Certification in Coaching: Working team Coach, Esco, (from January till August, 2008).

References

1.Maria del Carmen Perez Armendariz – General Manager – C.O.M.C.E.

Lancaster No. 15, Pisos 2 y 3, Col. Juarez, Deleg. Cuauhtémoc, C.P. 06600 México, D.F. – Mexico

Ph.: +52-55-523*-****, email: ***********@*****.***.**

2.Sara Gomezortigosa – General Manager - Mediterranean Shipping Company Mexico

Ave. Benjamin Franklin No. 216, Col. Escandon, Deleg. Miguel Hidalgo, C.P. 11800 México, D.F. – Mexico

Ph.: +52-55-509*-****, email: ******@*****.******.**

3. Teresa De Lay – General Manager - British Chamber of Commerce in Mexico

Río de la Plata No. 30, Col. Cuauhtémoc, Deleg. Cuauhtémoc, C.P. 06500 México, D.F. – Mexico

Tel.: +52-55-525*-****, email: ******@*************.***

4. Molly Puglisi – Managing Director - Canadian Chamber of Commerce in Mexico

Blvd. M. Avila Camacho No. 1, Piso 8, Desp. 806, Col. Polanco, Mexico, D.F. 11560

Tel.: +52-55-558*-****, Ext. 105, email: ********@*********.***

Languages

French (100%), Spanish (100%) and Fluent English

Personal Information

Date of Birth: 26th October 1964 (Age 50)

Nationality/Passport: French and Mexican

USA Status: Green card

Marital Status: Married

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