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Service Management

New York, New York, United States
October 12, 2016

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**-** **** ****** *******, NY ***78 (H) 718-***-**** (C) 718-***-****


A professional with strong leadership skills, and a passion to drive customer satisfaction and quality. The ability to create sustained change from strategic planning through implementation and follow up, with a focus on results. Continuously implementing best practice to achieve optimal outcomes. Aligning the organization mission and values of the business with departmental strategic goals.


Proven ability to improve quality and control costs through customer feedback, staff engagement, technical development, and hospitality training, reducing costs by 5 to 25%.

Trainer/Instructor specializing in hospitality training in both the healthcare and service industry. Established training curriculum focused on patient centered care, HCAHPS, staff engagement, interpersonal skills, and management. Develop curriculums that have improved satisfaction scores 2 to 15 points

Manufacturing experience with cook chill and traditional production. USDA, FDA, and DOH knowledge, certified National Restaurant/ManageFirst & NYS certified.

Strong financial skills, developed and built tracking systems and methodologies for departmental reporting for OTPS, salaries, service scores, revenue collections, patient relations, and demographics that improved performance in both a qualitative and quantitative review of performance

Experience with working in both union and non-union setting. Instrumental during contract negotiations.

Improving overall staffing satisfaction scores by having the ability to develop effective teams through coaching, mentoring, and setting clear expectations strategies.


CUNY/SUNY EOC & Institute of Culinary Education

Adjunct Lecturer 2013 – Present

Instrumental with the development of the curriculum and lesson plans for hospitality management and allied programs for the hospitality management department.

Strategic Management Consultant

Principle - Operator 2012- Present

Develop and customized hospitality service and training programs. Kitchen services include design, equipment purchasing, maintenance and repairs of both hot and cold commercial kitchen equipment, and third part food sanitation/safety inspections. Training programs include customer service training for the healthcare and hospitality industry. Training course include - business management, food production, SerSafe and ManageFirst training, and consulting strategies for performance improvement.


SUNY Downstate at Long Island College Hospital – (Closed)

Director of Hospitality and Service Excellence 2011-June 2014

Managed direct food and nutrition services, patient relations, translations services, service excellence program, and volunteer and community services, coordinated internships and externships programs,, Created and providing training on patient centered care class for all levels within the organization,

Reduced operational budgets by 15%, redefined intern/externships improving the recruitment of students, Instrumental in implementing new technologies and features to improved translation services thereby improving patient and staff satisfaction and reimbursements.

Developed and implemented Value Base Performance HCAHPS training and service excellence strategies for managerial and clinical staff


Jewish Home Lifecare

Assistant Administrator 2010-2011

Manage and direct support service function in all non-clinical areas. The facility included 400 long-term and 114 are sub-acute beds, and daycare center with over 100 clients.

Improved overall quality rating by one star

Established interdepartmental committee to improve resident flow. Established and revised housekeeping procedures and room turnaround

Trained staff on financial monitoring and performance

Morrison Management Specialist 2007 - 2010

Director of Operations

Manage and direct food service facilities for Morrison Management Services totaling 2100 beds in the New York City and Long Island area. The facilities included Independent and upscale senior service food and nutrition departments.

Instrumental in the opening of five new operations for Morrison Management, Improved financial performance for region by 15% on current business, Trained and conducted orientation by management and supervisory staff

New York Presbyterian Hospital 2003 - 2007

Corporate Director of Food and Nutrition

Managed and directed five network hospitals totaling 2200 beds: Cornell, Columbia, Morgan Stanley Children’s Hospital, Allen Pavilion, and Westchester White Plains. Managed at total of 500 union and non union employees

Developed new menus and service styles for patients resulting in improved satisfaction scores by 2 to 8 points. Develop improved purchasing strategies, resulting in a 1M saving in OTPS costs

Coordinated transport of all food and supplies with multiple location in the NYC, Bronx, and Brooklyn

SODEXHO - Assignments 1985 – 2003

Sodexho - Summary of Accomplishments

Change agent for Sodexo clients by defining objectives, setting expectations, implementation and follow up on projects

Provided extensive training to staff on customer satisfaction

Increased budgetary performance at all sites, up to 45% improvement. Strong working relationship established at all levels within the organizations resulted in project extensions.

New York Medical Hospital of Queens

Director of Food and Nutrition – Sodexho (2000 – 2003)

Managed and directed acute care 500+ bed facility, featuring upscale café, catering and vending services.

St. Barnabas Hospital and Nursing Home

General Manager – Sodexho Marriott (1998 – 2000)

Managed and directed 450 bed acute care, 200 long-term care, and 35 resident adult day-care center café and catering services.

Westchester Medical Center / Taylor Care

Director of Operations – Marriott (1997 – 1998)

Managed the operational transition from a county facility to a private benefit organization. Converted employee status and finance operations. Assumed operational responsibilities for 1000 bed acute care and long-term care facility.

Columbia Presbyterian Medical Center

Director of Food Operations – Marriott (1994 – 1997)

Managed and directed food operation of cook-chill plant, bulk food delivery and meal services operations for both Columbia Presbyterian and Allen Pavilion. Coordinated food production for Retail and catering operations.


Certified Instructor, MFP, FMP, and ServSafe

University of Phoenix – Masters of Management

University of Phoenix – Bachelor of Science in Management

AAS – Hotel and Restaurant Technology


Total Food Service, The Schechter Report, and The New York Food Review

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