Customer Service - Hospitality Manager

Patrick R Santillo

*** *. ******** ****** #*, Pittsburgh PA 15221 ■ C: 650-***-**** ■ mailto:***************@*****.***

Professional Summary

Accomplished and service-oriented General Manager with 25 years of solid achievement in the Hospitality Industry. Motivated leader with strong organizational and prioritization abilities. Core competencies include exceptional customer service skills, people and culture development, unique ability to relate to diverse clients, as well as excellent communication and time management skills. Passionate about providing exceptional personalized service and developing ongoing relationships.

Experience

Pittsburgh Distilling Company, dba Wigle Whiskey Pittsburgh, PA

Director FOH Operations, March 2015 – Present

Successfully managing 2 tasting rooms with sales in excess of 2.5 million annually.

Overseeing FOH operations of The Barrelhouse and Outdoor Whiskey Garden; delegating responsibilities in operating the tasting room, outdoor whiskey garden, and special events.

Hiring and training of all staff for all locations as well as continuous education for Wigle's spirits portfolio

Assisting with the design, layout, and staffing needs of the newly acquired Threadbare Ciderhouse as well as developing FOH operational systems.

Exceptional customer service skills in engaging distillery guests with conversation to easily determine wants and needs.

Increased sales 5% through development of distillery training program and staff education.

Overseeing Special Events Coordinator in order to increase quality and number of special events.

Revamped distillery tours resulting in outstanding Yelp and Trip Advisor reviews, as well as increasing efficiency of tours.

Achieved a strong sense of urgency in shipping online orders resulting in increased customer satisfaction.

Managing online store to reduce out of stock orders and maintain up to date inventory.

Adhering to financial parameters in order to stay within budgeted expenses and labor costs.

The Café at the Frick Art and Historical Center Pittsburgh, PA

General Manager, Apr 2008 – March 2015

In my time managing The Café, I have successfully transformed an esoteric and obscure Cafe

into one of Pittsburgh's premier dining destinations for visitors and community members.

Successfully increased Café sales 3% - 5% annually, with a 13% increase in 2014, accomplished through the implementation of a strategic action plan and analyzing every aspect of The Café's operations.

Increased guest service awareness through personalized guest interaction and nurturing outstanding customer service standards.

Developed, organized and oversaw all special events in conjunction with the Café including wine dinners, beer dinners, museum concert performance dinners, and First Friday at The Frick concerts.

Guest recognition and anticipating the next step of service has contributed significantly to the growth of The Cafe.

Working closely with the Executive Chef and pastry department in creating menu items and desserts, The Cafe has consistently been in Pittsburgh Magazine's top 25 restaurants for the last 7 years.

Other awards from Pittsburgh Magazine include being named Best Place to get your "just desserts for lunch" in 2010, and Best Specialty Dinners in 2012.

Achieved consistency in maintaining labor, food, and liquor costs at profitable levels; initially lowered food cost by 10% and maintain an average 32% food cost; liquor cost at 18%; labor cost at 21%.

Staff turnover is less than 5% accomplished by developing effective interviewing techniques as well as instituting a comprehensive staff training program and sustained people and culture development.

Increased Wine and spirits revenue via development of a value oriented wine program as well as creating a Cafe "liquor bible" to enhance staff knowledge.

Implementation of a maintenance program to keep all Café equipment front and back of house in good working order.

Excellent computer skills, experience with Microsoft office products, and contribution to monthly E-newsletter.

Chipotle Mexican Grill Pittsburgh, PA and San Francisco, CA

General Manager, Oct 2005 - Apr 2008

Succeeded in selling a new brand in a new market while increasing brand awareness to exceed company sales goals.

Developed an action plan to promote and market the brand daily in the community while developing and maintaining excellent customer relationships.

Coordinated various marketing giveaways, benefits and promotions; identified additional sales opportunities in the community to further develop the market and create positive feedback.

Compiling, preparing, and maintaining P&L statements, budgets and cost controls in regards to food, beverage and labor goals including implementing and practicing proper payroll procedures.

Overseeing new store openings which includes overseeing construction, hiring and training of the entire crew and the development of all managers, purchasing of all kitchen and office equipment, layout and organization of the entire restaurant, setting up cleaning and maintenance programs, working with marketing personnel in creating brand awareness, promoting and marketing of the store in the community.

Instituted proper training and development of both crew and Assistant Managers through quality orientations, direction and feedback, refresher courses, performance evaluations and recognition.

Ensured that safety and security awareness are emphasized, practiced and periodically inspected, and that employees are trained in appropriate responses to unsafe situations.

Tarpy's Roadhouse Monterey, CA

General Manager, Feb 1995 - Oct 2005

November 2004 – Named Hospitality Service Person of the Year by the Monterey County Hospitality Association in recognition for outstanding and invaluable service to the community. Excellent guest interaction and achieving outstanding customer service, negotiating and problem solving in order to achieve positive results.

Assisted in the creation of the rental coordinator position as well as the development of the banquet and catering department.

Hiring, supervision, training, and continued education of all front house employees as well as banquet/catering staff.

Wine and spirits buyer; wine list development and implementation as well as wine by the glass program (Tarpy’s Wine List received the Wine Spectator Award of Excellence 5 years in a row).Overall management of liquor, bar beverages and wines.

Maintaining all costs at profitable levels; labor cost at 17%, food cost at 31%, wine cost at 33% and liquor cost at 18% as well as maintaining a profitable bottom line.

Daily cash handling and revenue reporting.

Education

Clarion State University Clarion, PA

BS, Business Administration

Seagram's School of Service and Hospitality Napa, CA

Certificate of Service and Culinary Excellence

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