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Manager Customer Service

Miami, Florida, United States
October 14, 2016

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Mauro Silva 786-***-****

Professional Profile

Over 15 years of professional experience in hospitality with 10 years as a General & Operations Manager for Restaurants, Bars, Nightclubs and Event Spaces. Seasoned professional implementing improvement processes for new and established businesses through marketing and event management in the industry, thus, remain calm and poised in high-pressure situations. Certified ServSafe and Crowd Manager, with extensive knowledge in city regulations for all inspection codes. Skills

Staff Training / Development

Efficient Multi-Task

Food and Safety Regulations

Complex Problem Solving

Bilingual (English / Spanish)

Budgeting and Cost Control

FOH & BOH Operations

Excellent Customer Service and PR

Event Production, Management and Promotion

Strategic Marketing & Sales

Menu Concept Development

POS Software (Micros, Pinnacle, Adelo)

Excellent Skilled Negotiator

Knowledge on City Regulations


Played a key role in restructuring a lounge into restaurant/lounge, rearranging the bar area for more effective service to the customers and hiring/training new staff thereby increasing overall sales by 30% from previous years.

Streamlined the restaurant operations, resulting in a 10% reduction in operating budget.

Boosted customer satisfaction ratings in under 9 months by implementing outstanding customer service.

Professional Experience

Operations Manager

Mango’s Tropical Cafe 09/2014 to 07/2016

900 Ocean Dr. Miami Beach Fl. 33139


Responsible for all the operations of the restaurant and nightclub, ranked 14th in gross sales in the country with over 25 to 35 million per year.

Ensure guest services meet company standards to exceed customer satisfaction.

Respond to customer complaints and taking the appropriate action to solve the problem.

Recruiting and train staff through orientations with an ongoing feedback by conducting meetings and performances reviews.

Monitoring FOH & BOH to ensure preparation, quality and presentation to meet customer satisfaction.

Monitoring shows, performers, deejays, lighting and sound.

Examine and write incident reports for customers and employees.

Closely monitor the safety of the restaurant and nightclubs.

Oversee all financial areas including sales growth, cost management and profit growth. General Manager and Event Director

Arena Restaurant & Lounge 04/2009 to 08/2014

653 Washington Av. Miami Beach Fl. 33139


Managing the operations to all FOH and BOH.

Act upon customer comments and complaints to improve the customer service.

Hiring and scheduling all personnel.

Responsible for marketing and sales growth, and providing excellent guest service.

Effective budgeting communication and coordination with Executive Chef.

Menu, website development and logo concept.

Programmed menu items and prices in POS.

Production, schedule and coordination of facility events.

Conference coordination and requested services including reserving conference rooms, determining catering needs and set ups, preparing conference materials and maintaining any necessary records.

Coordinates, determines and/or arranges physical maintenance of facility as required.

Maintains inventory of facility/department Liquor, Food and equipment. Owner / General Manager

One Silva Peruvian Restaurant / Ink Lounge 11/2007 to 03/2009 717 Washington Av. Miami Beach Fl. 33139


Oversees and management all areas of the restaurant.

Ensures guest service to meet standards and customer satisfaction.

Respond to customer complaints, taking appropriate action to solve the problem.

Hiring and train floor managers and hourly employees through orientations, ongoing feedback and by conducting performance reviews.

Closely monitored the safety of the restaurant guests and staff through execution of restaurant safety standards and guidelines.

Lead all financial areas including sales growth, cost management and profit growth.

Knowledge of all equipment and efficiently took care of preventative maintenance.

Maintained inventory of restaurant Liquor, Food and equipment. Operations Manager

AeroBar Lounge 04/2005 to 10/2007

247 23rd Street, Miami Beach, FL 33139


Execute promoting deals with local third party promoters.

Increased by 35% in gross sales by creating themes parties for the lounge.

Flyers, marketing and promotional material development.

Keeping hotel concierges up to date with our events.

Hiring deejays, dancers, promoters, servers, busboys, etc.

Casting models for fashion shows.

Negotiating with sponsors and clothing store to participate in our fashion show events.

Keeping organization of events and calendars.

Keeping payroll control for all staff.


MS EVENT PLANNING 1999 to Present

20840 San Simeon Way #206 North Miami Beach Fl. 33179 Description:

MS Events is a full-service event planning & Catering company that provides complete planning, consulting, and supervision for both corporate and social events. MS provides its clients with spectacular events through creativity and uniqueness, based on individual taste and preferences. Whether the event is corporate or social, we’ll incorporate themes, design layouts, event formats, and décor with our ultimate goal of making your event a memorable unique experience. Responsibilities:

Conduct research to identify new opportunities for bringing about innovation in events.

Discussed specific requirements and expectations concerning the event with clients,

Manage and develop strategic plans of action, to ensure that the cost of the event remains under the pre-determined budget.

Search and negotiate suitable venues or locations as per the requirement of the client budget.

Following all the functions as per legal guidelines and regulations.

Determining a suitable layout and theme for the event as per client’s specifications.

Facilitate communication with professionals, including venue management, stage designers, caterers, contractors and equipment rentals to ensure efficient running of an event.

Training for new and existing staff prior to the event so that all operations and duties are executed smoothly and as per client’s guidelines.

Education/ Certifications

San Diego Community College, San Diego, CA. - Film Production 1994 to 1996

CPFM ServSafe Certified Protection Food Manager

FFMIA Florida Fire Marshals and Inspectors

Crowd Manager Certified

Responsible Vendors Alcohol Awareness Manager Certified

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