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Customer Service Manager

Richmond, VA
April 20, 2016

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Henry John B. Salmo, CFBE

**** ****** *** ****** *** 304 Henrico va 23233

Phone: 804-***-****



Proven leadership/managerial abilities (able to motivate personnel to reach desired objectives); excellent communication/interpersonal skills (able to develop positive relationships with customers and employees); highly skilled at problem identification/problem resolution; results-oriented.

Areas of expertise

*Management supervision *Customer service and relation

*Plan menu, assure quality control, and minimize waste * Deliver service

* Training and development * marketing * office managing * Hire, train and directs staffs

*Bar tending *Micros *Banquet *Restaurant *Purchasing *culinary *Payroll

Professional experience

Director Double Tree by Hilton January 2014-Present

• Payroll

• Staffing

• Developing new techniques in convention service

• Purchasing

• Managing over 30+ employee

• Hiring/counseling

• Maximizing Customer service

• Menu developing/Promoting/Planning

• Food costing

• Empowering Associates

• Work closely with sales for event planning

• Forecasting/P&L

• Work very closely with associates with set up planning

• Budgeting

• Maximize Convention profit

• Accomplishes Double tree QA inspection with excellent score

Director of Food and Beverage/Executive Chef Hilton Garden Inn December 2011- -Jan 2014

• Meets Food and beverage Budget for the year in 10 months

• Six (6 times) Food and Beverage Top performer in mid-Atlantic region HGI

• Lower Food and beverage cost from 65% to 31% Food and 36% to 19% BWL cost.

• Lead task force Food and Beverage

• Lower payroll from 45% to 31%

• Manage and operates 2 HGI and Marriott courtyard Food and beverage

• Plans and create menus for occasions such as banquet catered

• Accomplishes HGI standard QA inspection “excellent” score

• Maximizes Food and Beverage Profitability

Assistant Restaurant & Lounge Manager January 2010- December 2011

• Accomplishes restaurant human source objectives by recruiting, selecting, orienting, training assigning,scheduling,coaching,counseling, and disciplining employees; communicating job expectations; planning,monitoring appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Meets restaurant financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

• Plans menus by consulting with chef; estimates food cost from profits; adjusts menus.

• Controls cost by reviewing portion control and quantities of preparation; minimizing waste; ensuring high quality of preparation while reducing food cost from 48% to 27%.

• Avoids legal challenges by confirming to the regulations of the alcoholic beverage commission.

• Publicizes the restaurant by designing and placing advertisements; inviting food editors to review the restaurant; contacting local, regional, and national magazines with feature ideas; encouraging local businesses to hold social events at the restaurant.

• Maximizes bar profitability by ensuring portion control; monitoring accuracy of changes.

Purchasing Manager April 2009- January 2010

• Achieves restaurant operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer service standards; resolving problems, completing audits; identifying trends; determining system improvements; implementing change.

• Constantly comparing prices within all vendors to gain the best pricing agreement by maintaining the food costs.

• Ensuring that all deliveries are properly rotated by utilizing FIFO slogan (First In, First Out0.

• Keeping track of inventory on a monthly basis.

Banquet Team Leader February 2008- April 2009

• Planning room layouts and the entertaining program, scheduling workshops and demonstrations.

• Co-coordinating staffing requirements and staff briefings.

• Arranging accommodation for exhibitors and/or delegates.

• Handling clients queries on the day and troubleshooting exhibitor and visitors problems on the day;

• Overseeing the dismantling and removal of the event, and clearing the venue efficiently.

Line Chef/ Food Expeditor December 2005-February 2008

• communication to everyone in the kitchen, under the guidance of the executive chef

• Ensuring all the food that leaves the kitchen is to the quality prescribed

• Communicate with dining room personnel

• Make sure all food items are accountable according to the POS check

• Correct handling and covering of food according to hygiene regulations

• Management of food dispense in the room ensuring each guest receives the correct item

• Stock stations and complete all delegated side work

Education and Certifications

• Tips Certified

• Serv safe


• Execu /tech certified

• Micros certified

• Culinary

• Reservation Process front desk

• OnQ R&I Pre Opening for Hilton,HGI

• Sales&Event Management

• Property Administrator

References available upon request

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