Customer Service Manager

JOANN LIVIA

*** ***** ****** *** ****, New York *0002 *********@***.*** 646-***-****

Hotel and Restaurant Professional with over 10 Years Management Experience and Strong Skills in Personnel Management, Inventory, Negotiation, Customer Service, and Business Operations

TEAM PLAYER ● RESULTS-ORIENTED ● MOTIVATOR ● ADAPTABLE

SUMMARY OF QUALIFICATIONS

Hotel and Restaurant Manager with more than 10 years experience with strong skills in marketing research, leadership, customer service, business management, and inventory control

Enthusiastic commitment to providing world-class customer service by assessing customer needs, meeting service quality standards, and evaluating customer satisfaction

Stellar business management acumen involved in strategic planning, resource allocation and coordination, leadership techniques, and efficient productivity

Excellent written and verbal communication skills to effectively communicate ideas and information to individuals and audiences from diverse backgrounds and at all organizational levels

Strong knowledge of personnel and human resources functions including recruiting and screening new employees, training, compensation and benefits, union negotiations, and employee relations

CAREER ACHIEVEMENTS

Hotel & Restaurant Management

Managed daily operations of room service department for 1,000-room hotel with more than 300 room service orders daily and over $3 million in annual revenue

Oversaw VIP amenity programs including room set-up, specialty items, bar set-ups, and catered food services, managed corporate contracts, and meeting rooms

Facilitated hospitality suite activities, supervised staffing, coordinated beverage and food services for specialty events, conferences, private and corporate functions

Directed operations of Manhattan Sky Restaurant, 320-guest capacity restaurant with approximately $4 million in annual revenue with up to 18 employees per shift

Purchased and controlled more than $225,000 in annual beverage inventory and oversaw bookkeeping functions including accounts payable, accounts receivable, credit card reconciliation

Planned and coordinated party events including weddings, holiday parties, and special events for large banks, law firms, and brokerage houses including Chase and Citi Bank

Implemented efficient staff scheduling to increase productivity and reduce overtime expenses which considerably reduce annual operating expenses

Led successful surprise inspections by the New York City Department of Health on food expiration dates, overall cleanliness of food storage areas, buffet station, kitchen, and coffee stations

Collaborated with executive chef on seasonal changes for breakfast and dinner menus and continual adjustments to reflect customer requests and poor-selling items

Leadership

Managed, mentored, and motivated team of 43 restaurant and hotel employees including bartenders, wait staff, and bus staff as well as market research personnel

Directed all human resources-related issues including hiring, training, disciplinary, employee benefits, scheduling, and payroll for 25 employees

Facilitated training to up to 15 employees per session on topics including sexual harassment, assessment training, and consumer intoxication

Served as liaison to resolve human resources and union issues, complaints, and grievances as well as participating in wage increase negotiations when job descriptions changed

Resolved employee disputes and work stoppages by facilitating one-on-one discussions and counseling in conjunction with occasional human resources department assistance

Familiar with compliance to Occupational Safety and Health Administration (OSHA) and Fair Labor Standards Act regulations and standards

Conducted candidate screening and reviews to help in hiring decisions and played key role in selecting new health benefit program for company

Improved employee retention and satisfaction by maintaining open communication policies, listening to employee concerns and suggestions, and holding weekly staff meetings

Utilized open-communication with staff and conducted daily shift meetings to enhance productivity, keep staff abreast of menu changes, and to receive feedback to improve quality

PROFESSIONAL EXPERIENCE

GRAND HYATT HOTEL New York, New York

DEPARTMENT HEAD, ROOM SERVICE MANAGER February 2003 – November 2004

DEPARTMENT HEAD, OUTLETS MANAGER July 2001 – January 2003

ASSISTANT RESTAURANT MANAGER October 2000 – June 2001

EXCHANGE CLUB RESTAURANT & BAR New York, New York

MANAGER October 1997 – May 2000

ADDITIONAL EXPERIENCE

Office Manager, Recruiting Resources, Brooklyn, New York, December 2004 – September 2009

Licensed Real Estate Associated Broker, Brownstone Real Estate, Brooklyn, NY October 2009- present

PROFESSIONAL DEVELOPMENT

Member, Project Management Institute, 2007 – Present

Proficient in Microsoft Word and Excel and email applications

Certificate of Completion-eTIPS On Premise August 2010

New York State Division of Licensing Services Real Estate Salesperson,October 2009

New York State Division of Licensing Services Real Estate Associate Broker, January 2012

Certificate Property Management, November 2014

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