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Customer Service Manager

San Antonio, Texas, United States
May 01, 2017

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**** ******* *** #***

San Antonio, TX *****


Ivan Emanuel Rios

Summary of Qualifications

Hard working, dependable and highly motivated customer service specialist. Possess excellent communication and leadership skills. Very organized and detail oriented. Ability to learn and adapt quickly. More than 13 years of customer service and leadership experience in high paced Hospitality environments. Proficient in Microsoft Office applications, such as MS Word, Excel, Outlook., with additional proficiencies in Aloha, Open Table, Open Table IPad, Micros, ADP, Opera and InVine.


Food and Beverage Manager

August 2012-August 2016

RK Group/Hotel Valencia, San Antonio, TX

318 Guestroom Hotel in the heart of Downtown San Antonio.

Provided Guests with accurate information about Hotel and surrounding areas.

Greeted potential Clients and Sales Staff who dined in our restaurant and supervised their service to ensure optimal service standards.

Actively continued training with FOH staff through new menu items, weekly special items, wine additions and quarterly cocktail changes and coordinated with the proper Heads of Departments.

On occasion, stood in as a banquet captain and lead to clients hosting all day banquets in our hotel.

Hired and Developed a team that significantly improved overall guest satisfaction over the course of 4 years.

Exceeded guest satisfaction scores of Open Table, Yelp, Digital Alchemy and Trip Advisor.

Responded to guest’s comments in a constructive manner.

Demonstrated high ethical standards throughout the 4 years of my employment.

Consistently maintained cleanliness though the addition of daily and weekly cleaning checklists for FOH and BOH.

Worked “hands on” when needed to ensure proper coverage throughout the Hotel and Food and Beverage Areas.

Improved my position through a company acquisition and continued to show leadership throughout multiple Executive Chef and Director changes.

Thorough understanding of P&L and ability to control.

Actively and productively participated and led weekly staff meetings with Heads of Hotel Departments and effectively processed the information for forecasting on schedules and product purchase for VIP guests.

Consistently verified inventory of all Beverage for the all outlets of the Hotel operation.

Started and completed payroll through ADP and excel Spreadsheets for all Food and Beverage Employees. Tipped Servers, Bartenders and allocated Sales Percentages of Sales to lower management.

Organized staff wine training with vendors to better educate our guests and subsequently increase Beverage Sales.

Trained staff/management and implemented an IPad Wine Beverage system called InVine. Consistently updated the InVine beverage system and added cocktails as a feature.

Consistently updated Micros and FOH Computers through new menu items, formatting and price changes. I was also the go to IT team member for all IT related issues.

General Manager

September 2011-December 2011

Auden’s Kitchen, San Antonio, TX

Delegated effectively certain job duties to service manager and bar manager

Continuously sold high revenue banquets for the space given.

Supervised simultaneous banquets parties along with the main dining room in an efficient manner and made certain of high guest satisfaction through table touches and conversation.

Orchestrated a Groupon, per Owner and Financers request, in order to bring in more foot traffic and made certain guests were extremely happy to obtain guest retention.

Brannon’s Outlet Supervisor

June 2011- September 2011

Westin La Cantera Resort, San Antonio, TX

Possess a great ability to delegate responsibly efficiently and effectively to reach a common goal or deadline.

Ensure guest complete satisfaction in all aspects of their stay.

Actively participated in Staff Meetings to ensure proper coverage for all outlets of Food and Beverage.

Use numerous programs to maintain labor and anticipate guests coming to Brannon’s Café.

Created and maintained an incentive program to increase sales per server.

Assistant General Manager/Lead Trainer/Lead Banquet

August 2009-May 2011

Brasserie Pavil, San Antonio, TX

Ensure guest satisfaction in all aspects of their dining experience.

Ensure new hires have all materials and are trained efficiently to succeed in role.

Ensure all servers completed opening and closing duties according to guidelines.

Handle numerous monetary transactions daily.

Supervised simultaneous banquet parties in one day to ensure guest complete satisfaction.

Performed opening and closing duties as a manager.


January 2007-July 2009

Mamacita’s Restaurant & Cantina, San Antonio, TX

Provided excellent customer service.

Multi-tasked efficiently in a fast-paced environment.

Handled numerous monetary transactions daily.

Supervised and trained 15-20 new hires.

Performed managerial role as a shift leader.


March 2003-December 2006

Chili’s Restaurant, Brownsville, TX and San Antonio, TX

Supervised and trained 35-40 new hires.

Utilized active listening skills and communicated effectively to provide memorable customer experiences.

Exceeded weekly/monthly sales goals on highlighted menu items.

Customer Service Representative

August 2002-March 2003

UT Brownsville/TSC Bookstore, Brownsville, TX

Received and processed incoming shipments accurately.

Merchandised and invoiced all inventory.

Education and Certifications

University of Texas at San Antonio

San Antonio, TX


James Pace High School

Brownsville, TX


High School Diploma (1998)

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