Operations Manager Guest Service
Resume:
SUMMARY
Food & Beverage professional who is
highly motivated and results oriented
with extensive 16 years of experience
in the hospitality industry in
distinctive 5-star hotels in USA, UAE
and India. Has an unwavering
commitment to guest service, building
productive relationships, solving
complex issues, and earning guest
loyalty through high quality and
timely execution. As a strong
background in F&B operations, Guest
relations, business development and
ability to build an impeccable team to
the highest standards of the
foodservice industry and enhanced
guest satisfaction.
SKILLS
*****.******@*******.***
EXPERIENCE
04/2023 - Current
Bars Manager
Accor - Mercure Barsha Heights
07/2021 - 04/2023
Food & Beverage Manager
Al Khoory Sky Garden Hotel DUBAI, UAE
• Guest Relations
• F&B Promotion
• P&L Expert
• Inventory Management
• Food Safety Management
• Menu Engineering
• Operations Management
• Quality control
• Staff recognition and appreciation
• Health regulatory compliance
• Employee training
• Venue maintenance
• Organisational ability
• Staff supervision
• Cleaning and sanitation procedures
• Recruitment and hiring
• Scheduling
• Training
• Budget management
• Team development
• Diverse beverage knowledge
• Recruitment
• Quality Assurance
• Kitchen staff coordination
Edwin
Viegas
Followed safe serving requirements and kept list of available ride services for inebriated customers.
•
Developed and maintained staff to provide hospitable, professional service while adhering to policies and business initiatives.
•
Established positive relationships with guests and employees, creating positive, energetic environment.
•
Set effective employee schedules to maintain coverage during peak times and minimise labour costs.
•
• Accurately monitored cash intake to eliminate discrepancies. Diminished financial discrepancies by accurately recording transactions while verifying daily bar staff receipts.
•
Maximised employee morale and corrected performance issues according to established standards.
•
Minimised loss and misuse of equipment through proper supervision and staff training.
•
Championed 100% guest satisfaction by providing excellent dining experience.
•
Trained Front of House (FOH) staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
•
Handled escalated customer complaints to provide full resolutions and promote loyalty.
•
Increased revenue by promoting additional items and assisting with beverage menu creation.
•
Maintained facility compliance with health codes, sanitation requirements and licence regulations.
•
Managed cellar and beer delivery systems to high standards and in accordance with brewery recommendations.
•
Developed new craft cocktails and seasonal offerings inspired by industry trends and patron suggestions.
•
Recruited and trained top talent, connecting with qualified candidates through job boards and social media posts.
•
Rotated inventory to provide freshest beer, wine and spirits for patron satisfaction.
•
Monitored supply levels and generated purchase orders to replenish and maintain bar inventory.
•
Conducted daily pre-shift and weekly departmental meetings to maximise organisational efficiency.
•
• Worked on a preopening project involving all the food & beverage outlets WEBSITES,
PORTFOLIOS AND
PROFILES
https://www.linkedin.com/in/edwinvi
egas-2a3a581b/
AWARDS
REFERENCES
Ms. Louise Fisher, Cluster F&B
Manager, Th8 Palm Dubai.
******.******@********.*** / +971
54 403 4079
Mr. Shady Abdel Rahman, Talent and
Culture Manager, Mercure Barsha
Heights.
***********.*****@*****.*** /
Mr. Carlo Javakhia, General Manager,
Ritz Carlton Qatar.
*****.********@***********.*** / +971
52 879 2569
01/2019 - 01/2021
Outlets Operations Manager
MARRIOTT INTERNATIONAL DUBAI, UAE
09/2017 - 01/2019
Bar & Restaurant Manager
MARRIOTT INTERNATIONAL DUBAI, UAE
04/2016 - 09/2017
Banquet Service Manager
STARWOOD HOTELS & RESORTS DUBAI, UAE
06/2014 - 04/2016
Asst. Bar Manager
GLORIA HOTELS DUBAI, UAE
06/2011 - 01/2014
Bar Ambassador
HYATT HOTELS CORPORATION MD, UNITES STATES OF AMERICA 10/2009 - 05/2011
Head Bartender
ATLANTIS RESORTS DUBAI, UAE
10/2007 - 09/2009
Head Bartender
INTERCONTINENTAL HOTEL GOA, INDIA
EDUCATION
01/2008
IHM- Goa Goa, India
Diploma in Hotel Management and Catering technology 01/2005
University of science
PUC -2 IN Science
• Customer Service
• Recipes and menu planning
• Person In-Charge Level 3 (MERIT)
• HACCP Certified
Dubai Way Champion (TSI Quality
S)
•
Basic Food & Hygiene (BSS
WORLD)
•
• Service Recovery (Marriott / Gloria)
Health & Mental Hygiene (New
York)
•
• Manager of the Quarter (Marriott)
• Star colleague of the month (Gloria)
Hyatt Gold Achiever (Hyatt
Regency)
•
Legend of the Month (Atlantis
Palm)
•
• Icon of the Month (Intercontinental)
Created and Maintained high standard operational procedures in order to provide uniformity in delivery of food and beverage products and services to the guest
•
• Organized busy breakfast service operation of over 450 guests
• Managing successfully 6 outlets including IRD and Banqueting facilities Ensured all procedures, policies, regulations, permits and contracts are followed in the department
•
Implemented SMART objectives plan in the Department Performance in order to achieve the set targets
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Conserved the Food & beverage cost by developing, implementing and managing the business plans to promote profitable food & beverage sales
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• Reduced Labor Costs whilst maintaining excellent service and profit levels
• Maintain operating equipment in PAR and analyse discrepancies.
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