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Customer Service Manager

Location:
Burke, Virginia, United States
Salary:
$90.000
Posted:
October 15, 2016

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Resume:

Luis H. Santiago

**** *** **** ***** ● Burke, Virginia 22015

Phone: 540-***-**** ● E-mail: acw2h1@r.postjobfree.com PROFILE:

Highly innovative hospitality management professional with a passion for, and years of success in, restaurant management. Experienced in utilizing analytical elements to determine optimal pricing matrices and inventory levels. Excellent at maintaining effective employee relations in a multi-lingual environment. My track record demonstrates that I am a leader who is able to extract maximum results by utilizing available resources and motivating staff to higher performance standards and excellence. EXPERIENCE

Brickside Food & Drink – Bethesda, MD 2015-Present Time General Manager

• Managed the overall performance of food service facility.

• Directed the recruitment, interviewing, hiring, training, motivation and evaluation of crews.

• Oversaw the quality of recipes, service standards, and sanitation practices.

• Coordinated work schedules, ordered food and supplies, and developed restaurant team.

• Supervised the preventative maintenance and upkeep of equipment, facility, and grounds.

• Ensured a safe workplace and pleasant customer service experience.

• Maintained customer relations and coordinated promotions to drive new business. Hamilton Crowne Plaza - Washington, DC 2014-2015

Director of Restaurants 14K Restaurant and Lounge

• Manage the operations of this premier restaurant

• Directly oversees management and hourly staff including participating in the hiring process, training, scheduling, coaching and counseling, ADP

• Calibrate staffing requirements based on expected occupancy and anticipated local business

• Maintain positive guest relations by ensuring exceptional service

• Coordinate with other departments in the successful execution of special events

• Continually seek areas of improvement while exceeding operational goals Old Angler’s Inn - Potomac, MD 2009-2014

General Manager, Maitre d’Hotel

• Manage front house/back house restaurant operations for this high volume restaurant.

• Maintain customer relations and coordinate promotions to drive new business – resulting in a 125% increase in 5 years

• Handle inventory and vendor relations to ensure the timely and cost-effective purchasing of food, beverages, liquor, beer and small wares.

• Effectively lead and motivate employees through implementation of in-house training, resulting in increased productivity levels and employee satisfaction.

• Prepare and track sales budget – in the hundreds of thousands on a monthly basis

• Participate in the menu planning process to collaborate on the development of new standardized menu, contributing to item, pricing and design changes. Famoso Restaurant, M Cafe Bar and Restaurant - Chevy Chase, MD 2008-2009 F&B Manager, Sommelier

• Managed total restaurant operations including staff management, customer relations, vendor relations, budgets, inventory control, and purchasing.

• Supervised all aspects of in-house banquet planning, bookings and payment.

• Recruited, trained and scheduled a full working staff.

• Streamlined controllable spending in an on-going effort to meet weekly overhead expenditures.

• Promoted new business through participation in community events Fiore di Luna Restaurant - Great Falls, VA 2005-2007 General Manager

• Managed the overall performance of food service facility.

• Directed the recruitment, interviewing, hiring, training, motivation and evaluation of crews.

• Oversaw the quality of recipes, service standards, and sanitation practices.

• Coordinated work schedules, ordered food and supplies, and developed restaurant team.

• Supervised the preventative maintenance and upkeep of equipment, facility, and grounds.

• Ensured a safe workplace and pleasant customer service experience.

• Maintained customer relations and coordinated promotions to drive new business. Bailiwick Inn Hotel - Fairfax, VA 2002-2005

General Manager, Sommelier

• Responsible for the operation of the restaurant and building a strong service team.

• Schedule team and address performance issues.

• Ensure the restaurant team is properly trained.

• Enhance guest dining experience through assisting with the process of proper wine selections.

PROFESSIONAL EDUCATION & TRAINING

Culinary Managers Program - 2002

Sommelier Training (Level 1) – 2000, 2001

Alcohol Management – 2000

Achiga Hospitality Management - 1995

LANGUAGES AND SKILLS

• • English, Spanish - Fluent

• • French, Italian - Conversational

• • Microsoft Office Suite (Word, Excel, etc)

• • Point of Sale Systems – including Micros



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