Manager Customer Service
Resume:
Reginald De Vose
Pitman, NJ
******.******@*****.***
OBJECTIVE
I am seeking a management position with a growing company with successful hospitality industry experience, professionalism, and a history of successful industry accomplishments.
SUMMARY OF QUALIFICATIONS
I am experienced at performing at the management level and above including; Food and Beverage Manager, Food and Beverage Director and Assistant General Manager.
Skilled in all aspects of Hotel Operations, budgeting and forecasting of sales revenue, P&L accountability, monitoring payroll, cost controls, analyzing performance trends, scheduling staff and mangers meetings.
I have well developed communication skills, group speaking, and presentation skills, and the ability to interact productively with individuals from all backgrounds.
I am skilled in computer operations and applications including, Micros POS, Squirrel POS, Aloha POS, InfoGenesis, Delphi, Opera Systems, and all Microsoft applications.
RELATED EXPERIENCE
Sonesta Hotel Rittenhouse Square Philadelphia, PA Director of Food & Beverage August 2016 – Present
Effective leadership of the Food and Beverage department for a Union hotel consisting of 449 guest rooms, 3 Food and Beverage Outlets and 25,000 square feet of meeting space
Controlled inventory with attention to budget guidelines, monthly forecasting and P&L reviews
Constructed and taught a Quality First program about the importance of quality control for food, wine and customer service
Implemented a table touching system for managers and employees to prioritize guest satisfaction to capture repeat business
Lead a successful relaunch the hotel restaurant, that consisted of creating new menus, new concept and ambiance
Instilled a service first culture throughout the department that includes, ArtBar Restaurant, In Room Dining, and Banquet Catering department
Marriott Hotels Rowan University Glassboro, NJ Director of Food & Beverage August 2015 – August 2016
Contributed to increase in hotel's overall ranking in customer satisfaction rating by raising the Food & Beverage Department guest satisfaction score by 50%
Increased Food & Beverage revenue - 25% by improving the menu, ensuring food quality and designing more attractive banquet table presentations.
Reduced labor cost by 12% by building a more effective schedule maximizing employee productivity without compromising service levels.
Increased banquet profitability 18% by monitoring and controlling food consumption and waste.
Formulated and implemented a plan to reduce operational costs and increase profitability.
Created AM and PM operations checklists to ensure important procedures were not overlooked.
Developed a database of restaurant guests detailing their food preferences and restrictions to be available upon their subsequent stays.
Wyndham Hotels & Resorts Philadelphia, PA
Assistant Director of Food & Beverage Feb 2014 – August 2015
Food and Beverage manager for a 365 room property with 10,000 square feet of meeting space, and a $2 million food and beverage revenue.
Managing all food and beverage activities with duties including; hiring, termination, supervising and training a staff of 40 employees.
Review of P&L statements, budgeting and forecasting revenues and expenses.
Management of individual department managers.
Successfully implemented new POS System.
Increased Revinate scores in all Food and Beverage outlets to rank number four of ten hotels within corporate franchise
Successful opening of Coins Restaurant, Bar and Lounge
Created Purchasing Guide Lines and Inventory Controls
Bellasera Hotel and Resort Naples, FL
Assistant Director of Food & Beverage Jan 2009- Dec 2013
Responsibilities include operations of three Food and Beverage outlets, room service, and banquet/catering departments for a 100 room hotel with 10,000 square feet of meeting space.
Increased customer satisfaction scores and helped restaurant receive a 96% on Secret Shopper Report and achieve the highest Food & Beverage Score in Bellasera History with an overall 93%.
Assisted Catering/Sales Department in Site Visits, Sales Presentations, BEO’s, menu tastings, execution of all major events, being the point contact on event days and recreating the new banquet/catering menu package.
Hired and trained managers to assist with daily operations of 50 team members and a 120 seat casual restaurant.
EDUCATION: Columbia Southern University Naples, Fl
Major: Hospitality and Resort Management January 2012
ADDITIONAL QUALIFICATIONS AND AWARDS
- "Manager of the Year", Bellasera Hotel 2013
- ServSafe Certified Trainer
- TIPS Certified Trainer
-References available upon request
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