Customer Service Guest Services
Resume:
Atef Elwakil
White Plains, NY *****
ad4dyi@r.postjobfree.com
Food and beverage &Guest Services professional with solid management and customer service in all areas of hospitality operations. Proven track record of increasing profitability through keen analytical and financial management skills—well-respected professional with a history of motivating teams to improve efficiency and service.
Work Experience
Director of Dining Services
Healthcare Services Group - Westfield, NJ
2023 to Present
• Oversee entire kitchen and dining area 35employees,sous-chef and cooks
• Ensure timely delivery of resident trays.
• create a positive and memorable dining experience for senior Citizens.
• Improve tray delay time and accuracy per order
• Improve residence satisfaction with food services
• Manage inventory and order supplies
• schedule and payroll.
• Coordinate special events.
• Staff yearly performance
• Round on residents
Food Service Supervisor
Hackensack Meridian Health - Hackensack, NJ
April 2015 to October 2022
● Ensured timely delivery of patient trays.
● Improved tray delay time and accuracy per order
● Improved patient satisfaction with food services
● Managed inventory and ordered supplies
● scheduling, and payroll.
● Coordinated special events.
● Staff yearly performance
● Round on inpatients
Guest Service Supervisor
Guest Services - Hackensack, NJ
April 2015 to October 2022
● The Guest Services department is committed to providing the highest quality service.
● Managed over 65 employees: concierge staff and operator services.
● Staff Scheduling, 24/7 On-call, Staff Interviewing & Hiring, Staff Orientation & Training
● Booking and Managing of all Conference Rooms
● Manage a Budget
● Ordering of all supplies for daily use
● Quarterly P.I. Reports
● Staff Evaluation’s
Services Manager
New York Presbyterian Hospital - New York, NY
April 2002 to October 2014
● Responsible for $7 M annual revenue from patient rooms (Private Rooms).
● Daily Interaction with the interdisciplinary teams, International Services, Patient Support Services, Food & Nutrition, Senior Leadership, and Trustees to ensure the highest quality of service delivery and compliance with regulatory agencies.
● Implemented customer service training for non-clinical staff and developed new customer service programs resulting in a 15% increase in Employee Satisfaction.
● Responsible for Guest accommodations (Hotel Rooms) for family and friends, generating an annual revenue of $675K.
● Managed over 75 employees: concierge staff, patient escorts, food and nutrition, and environmental services.
● Managed budget, inventory, purchasing, scheduling, and payroll.
● Coordinated special parties and various catering events.
● Participated in an advanced team for JCI and patient safety.
● Key participants in Patient Care Improvement Committees. Facilitated and led several projects
(i.e. Music Ambassador Program with Columbia University Medical Students, Survivors Day, and patient focus groups).
Director of Restaurants
Tarrytown Hilton - Tarrytown, NY
March 2000 to April 2002
● Oversaw entire guest services operation with over 100 employees and supervisory staff involved in the restaurants, lounge, room service, mini bar, and nightclub.
● Developed market strategies that increased sales by 20 %
● Oversaw a $5 M budget, which included payroll, food, and beverage.
● Responsibilities included monthly forecasting and P&L. Room Service Manager
The Plaza Hotel - New York, NY
January 1996 to December 2000
● Managed $7 M annual budget, scheduling, payroll, and food and beverage forecasting.
● Supervised and trained 25 employees.
Education
Bachelor of Science degree in Business Management
Penn Foster College - Scranton, PA, US
Bachelor of Science in Hotel & Restaurant Management Ain Shams University - Cairo, EG
Skills
• Strategic Planning Revenue Growth
Service Enhancements Food Sanitation Practices
Menu Development Catering operation
Inventory Cost & Control Training & Development
Staff Motivation & Supervision Unionized Workplace All Windows applications, Insoft Hotel Management Software, Eclipsys, Eagle, Lawson Fluent in English and Arabic
• Budgeting
• Senior leadership
• Leadership
• Profit & loss
• Supervising experience
• Marketing
• Financial management
Certifications and Licenses
ServSafeManger
June 2023 to June 2028
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