General Manager Customer Relations
Resume:
Luis Santiago
Burke, Virginia 22015
● **********@*****.*** 540-***-****
Summary of Qualifications
Highly innovative hospitality management professional with a passion for Food and Beverage, 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 multilingual environment. My track record demonstrates that I am a leader who can extract maximum results by utilizing available resources and motivating staff to higher performance standards and excellence.
Education & Certification
INTERNATIONAL WINE & SPIRITS GUILD Sommelier Training (Level 1)
ACHIGA Hospitality Management, Santiago Chile
ABRA, Hospitality Manager License, Washington DC
SERVSAFE Food Handler Manager License, Washington DC
INACAP Culinary Managers Program, Santiago Chile
CORNELL UNIVERSITY Hospitality Manager Certificate, Ithaca NY
MANAGEMENT EXPERIENCE
General Manager 2023- Presen Time
Vino Volo DCA, Restaurant, DCA Airport, DC
●Managed total restaurant operations including staff management, customer relations, vendor relations, budgets, inventory control, and purchasing.
●Supervised all aspects of in-house 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.
●In charge of financial and P&L
Director F&B, Hilton Corporation 2023- 2023
Hilton Garden, Haymarket Virginia
●Managed total Hotel F&B operations, Banquets, Room Service including staff management, customer relations, vendor relations, budgets, inventory control, purchasing and scheduling.
●Supervised all aspects of hotel 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.
General Manager 2022- 2023
Imperfecto, Michelin Start Restaurant, Seven Restaurant Group, Washington DC
●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
General Manager 2020- 2022
Southern Food Service Management, Homeland Security Headquaters Springfield, VA
●Managed the overall performance of food service facility. (2.000 employees a day)
●Privates Events
●VIP Lunches
●Manage 2 more accounts inside facility, Starbucks and 24hours Kiosk.
●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.
General Manager 2018- 2020
The Source by Wolfgang Puck, Washington DC
●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.
General Manager 2017- 2018
British Airways Lounge, Flik Hospitality, Compass Group, Washington Dulles International Airport, VA
●Managed the overall performance of food and beverage service facility in the lounge.
●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 service team.
●Supervised the preventative maintenance and upkeep of equipment, facility, and grounds.
●Ensured a safe workplace and pleasant customer service experience.
●Maintained customer relations First Class and Business Class Passengers.
General Manager, Sommelier 2009- 2017
Old Angler’s Inn, Potomac, MD
●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 monthly.
General Manager 2007- 2009
Famoso Restaurant, M Cafe Bar and Restaurant, Chevy Chase, MD
●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.
Assistant F&B Director 2001- 2007
Bailiwick Inn, Fairfax VA
●Assistant to Director Operation oversee 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.
●In charge of the P&L
Computer Skills
Proficient in ADP, Costpoint, MS Word, PowerPoint, Access, Excel, Outlook, Point of Sale Systems – including Micros, Posi touch, Aloha.
Awards
Rammy’s Award Best Fine Dining Restaurant The Source by Wolfgang Puck, Washington DC- 2019
Wine Spectator Award 3 Glasses- 2012
Languages
Spanish – Native
English – Fluent
Italian – Intermediate
French – Intermediate
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