Customer Service Manager
Resume:
Shaun Sleeper
**** **** **. *. **** B, Arlington, VA 22206
*****.*******@*****.*********:*****.*******@*****.***
Director of Food and Beverage, Georgetown University Hotel and Conference Center, Aramark 1/2015 - Present
*Coordinated, organized and managed all Food & Beverage activities for the Hotel including the Faculty Club Restaurant, room service, banquets, and catering operations.
* Developed long and short range strategic plans to meet corporate and on-site objectives, including designing an evening outlet with innovative and targeted menus to generate new revenue and attract additional on-site business.
* Controlled and executed all food, beverage, operating supplies and audio visual equipment.
* Provided direct oversight to the culinary team, banquet department, restaurant staff, and audio visual team, representing 125 employees and 13,500 square feet of meeting space.
* Worked with the Catering and Convention Service team to assure all operations were properly communicated in a timely and efficient manner to ensure superior customer service.
* Worked on multiple projects with shifting priorities and timetables effectively to ensure our executive leadership team was well equipped to make decisions.
* Successfully negotiated and facilitated discussions on highly controversial issues including worker unionization to obtain concurrence on approach, emphasis and next steps.
* Ensured all food and beverage operations were in compliance with governing laws and regulations, and corporate standards earning a 90%+ rating each walk through.
* Managed performance metrics and professional development for each employee.
Director of Food and Beverage, Westin Arlington Gateway, Arlington, VA 12/2013 - 12/2014
* Oversaw all aspects of Food and Beverage in Starbucks, Pinzimini restaurant as well as run the banquet and catering Department and all functions for a meeting space totaling 10,000 and a total staff of 50 associates
* Worked directly under the General Manager to execute the day to day operations for the hotel
* Budgeted all F&B departmental expenses while keeping in line with our monthly/yearly goals
* Ordered and changing all Beverage in hotel to keep current with trends and seasonal stock
* Development of the Management team to ensure the proper Brand training and standard to exceed customer expectations
* Managed payroll by using Starsource and Timesaver, UlitiPro programs in compliance with company requirements
* Worked with Chef on implementing new menus in the restaurant
Director of Banquets, Sheraton Boston Hotel, Boston MA 2/2013 – 12/2013
* Oversaw all aspects of banquet and catering functions for a meeting space totaling 70,000
* Responsible for ordering all departmental needs while keeping in line with our monthly budgets
* Management development with my team to ensure the proper customer service using a lead program
* Managed payroll by using Timesaver and Starshift programs in compliance with company requirements
* Consistently meet and exceed cost effective staffing levels based on productivity to budget
* Scheduled and staff all banquet functions according to hotel and Collective Bargaining Union guidelines
* Maintained all meeting space using a new system Synergy to assure proper cleanliness for the meeting space
* Implemented training to refresh and elevate the 150 service staff
Director of Outlets, St. Regis Hotel, Washington D.C. 5/2010 – 2/2013
* Controlled profit loss statement monthly to meet and exceed forecasted budget for Adour Restaurant and the St. Regis Bar
* Provided all forms of management support and oversee Adour restaurant and bar operations which was over $700,000 in cost of product.
* Implemented cost effective staffing levels to meet and exceed budget expectations while upholding St. Regis hotel and Collective Bargaining Union guidelines
* Engineered menus to produce strategic layouts and efficient food costs
* Managed expectations as a liaison between a corporate hotel and third-party management company
* Maintained monthly beverage inventories for the entire St. Regis hotel
Banquet Manager, St. Regis Hotel, Washington D.C. 8/2008 – 5/2010
* Implemented St. Regis standards to provide a bespoke guest experience in the style and manner of the St. Regis brand
* Supervised all aspects of banquet and catering functions
* Managed payroll by using Timesaver and Starshift programs in compliance with company requirements. Consistently meet and exceed cost effective staffing levels
* Scheduled and staff all banquet functions according to hotel and Collective Bargaining Union guidelines
* Maintained all monthly Beverage inventory, work with Director of Wine in the outlet restaurant Adour to properly maintain proper stock of spirits and wine
* Assisted with providing management support in the restaurant outlets for key evenings and weekend business
Banquet Manager, La Quinta Resort & Club, A Waldorf Astoria Collection Hotel, La Quinta, CA 5/2007 - 8/2008
* Provided all forms of management support to a banquet staff of 150 employees assisting with schedules, training and development
* Utilized banquet event orders to liaise with Catering and Convention Service Managers and their functions
* Developed and Implement basic operating standards for Banquet Services in compliance with federal, state, local and Hilton’s own practices
* Assisted Director of Banquets on profit loss statement monthly to meet and exceed forecasted budget
* Handled all guest interactions and problem resolution to provide a superior guest experience
Convention Service Manager, La Quinta Resort & Club, A Waldorf Astoria Collection Hotel, La Quinta, CA 12/2005 - 5/2007
* Organized and planned meetings with 66,000 sq. feet of space and arrange all food and beverage needs
* Provided premium meeting facilities, locations and food and beverage options to increase ancillary revenue
* Liaison between the in-house groups and the resort staff
* Forecasted entire group food and beverage revenue for the year for budgeting purposes
* Created group resumes to familiarize the hotel staff of the group requests and needs
* Thorough knowledge of Delphi and other related hotel computer systems
Education
Southern New Hampshire University, Manchester, NH
Bachelors Degree of Science, Sports Management
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