General Manager Guest Services
Resume:
Name: Igor Irmenji
Tel: 305-***-****
Email: ********@*****.***
Nationality: Croatian, work permit for U.S.
Languages: English, Croatian, Serbian,
Russian
Throughout my career, I have accumulated more than 20 years of progressive experience in various roles of management positions within restaurants, cruise liners, airlines, hotels, enabling me to understand the intricacies of hospitality industry operations from the ground up. I have had the privilege of working in renowned establishments, including Crystal Cruises, a six-star luxury cruise line, and Etihad Airways, a five-star national UAE airline, where I consistently delivered excellence in guest services, honed my skills in managing teams, driving revenue growth, and ensuring unparalleled customer satisfaction. I excel in creating a warm and inviting ambiance, training and motivating staff to deliver exceptional service, and maintaining a high level of operational efficiency. I am adept at optimizing profitability through strategic cost control measures, inventory management, and menu engineering. As a General manager, my foremost priority is to provide a welcoming atmosphere and ensure a seamless experience for every guest. One of my key strengths is my ability to foster a positive team culture. I believe in open communication, mutual respect, and ongoing professional development. By nurturing a collaborative environment, I have successfully cultivated cohesive and high-performing teams that consistently exceed guest expectations. Furthermore, I am highly skilled in analyzing market trends and implementing innovative strategies to attract and retain a loyal customer base. I have a keen eye for detail and a commitment to maintaining the highest standards of cleanliness, hygiene, and safety, ensuring compliance with all health regulations. With my extensive experience and education in the hospitality industry and expertise in hotel and restaurant management, combined with my strong passion for delivering an exceptional and outstanding experience to the guests, I am confident that my abilities will make me a valuable asset to your team. I would welcome the chance to discuss my qualifications and enthusiasm for the role in more detail. Thank you for considering my application. I have attached my updated resume for your review, and I look forward to the possibility of scheduling an interview at your earliest convenience. Sincerely,
Mr. Igor Irmenji
Qualification
Profile
23 years of qualified professional experience in the hotel and hospitality industry
Extremely energetic and self-motivated with a high degree of integrity
Excellent communication and personal skills
Great leadership skills
Cooperative and flexible part of the team, equally effective working independently
Ability to multi-task and work in a fast-paced environment
Ability to resolve conflicts calmly
Business management skills
Customer service skills
Detail-oriented and exceptional organizational skills
Responsible, positive and delivering best practice at all times
High and constant focus on inspiring guests
Professional
Experience
ANQOR - Amsterdam, Holland / Limassol, Cyprus (2022-2023) Hotel Manager
Responsible for the entire hotel area on board according to standards
Final responsibility for guest satisfaction and the corresponding ratings
Final responsibility for team-building and team spirit on board
Responsible for the achievement and compliance with the standards on board
Responsible for the compliance with and the achievement of the predetermined turnover and cost budgets
Final responsibility for Rawless cleanliness, order and compliance with the hygienic concept according to HAACP as well as regular general cleaning in all departments
Responsible for the flow of information with the cruise director and the navigation crew, as well as the maintenance of friendly cooperation
Final responsibility for complaint management, in cooperation with the head office and the cruise director
Final responsibility for dealing carefully with foodstuffs, equipment, machines and cleaning agents
Final responsibility for meal samples and their documentation
Final responsibility for compliance with the waste concept
Final responsibility for care of potted plants and cut Nowers as well as the decoration of public areas according to standard
Final responsibility for the preparation of inventories and orders
Final responsibility for the handling of all administrative tasks, incl. customs handling
Final responsibility for the conduct, control and quality of the trainings held regularly by the department managers based on our company’s standards
Responsible for a good working atmosphere and teamwork between the departmental managers
Final responsibility for the staff management through the departmental managers
Support and coaching for so-called "Aufsteiger" (crewmembers on their way to management positions), in consultation with the Operation Manager
Final responsibility for the manner and appearance of the crew, including dress code during spare time on board
Final responsibility for healthy and varied crew meals
Final responsibility for the compliance with safety guidelines in the hotel area
Interdepartmental and networked thinking and action
Leading the daily staff meeting, under inclusion of the captain and cruise director
Honest and open communication with the supervisors, equals, subordinates, the corporate staff and all stakeholders across the network.
Presence and spot-checks in all departments, also in the crew area
Presence in the restaurant during breakfast, lunch and dinner (obligatory in absence of RM)
Final responsibility for professional and friendly guest service according to company’s standard.
Interviews with job candidates on board
Additional tasks for the entire crew
Assistance with the welcome of guests on the day of embarkation
Thorough execution of the safety role on board
STRIBOR Beer & More Restaurant, American upscale dining – Novi Sad, Serbia
(2021 – 2022)
General / Restaurant Manager
Manage and oversee the entire restaurant operation
Manage and lead staff
Deliver superior guest services
Ensuring guest satisfaction
Resources management
Supervision and support of the staff
Plan menus and pricing with owner
Staff scheduling with responsibilities and duties (as per shift)
Balance inventory levels
ETIHAD AIRWAYS – Abu Dhabi, UAE (2009 – 2020)
Service and Hospitality department
(Service and Products standard manager) (2016 – 2017)
Coordinated with various departments in regards to products and service processes
Designed service flow in coordination with training and safety department
Provided training to crew members
Created and organized workshops for familiarization with new products and service updates
Ensured equipment used onboard is suitable for inflight service and is feasible to be placed in aircraft
Designed charts and plans for galley loading (number of carts with correct equipment for particular aircraft)
Compiled and reviewed Onboard Cabin Reports (OCR): Followed up on OCRs daily, helped us track the trends and challenges on board. By gathering this information, we were able to propose solutions and changes.
Obtained feedbacks from crew through OCR and implemented changes accordingly constantly improving service.
Reviewed customer satisfaction with current suppliers/product (OCR)
Developed and implemented service/product change proposals
In cooperation with catering department participated in menu creation
Planned attendance at relevant industry events. (Fairs, Expos etc.) and showcased our new products
Food ‘n’ Beverage Manager (2009 – 2020)
Kept tracking of catering and food quality inflight through detailed offload analyses.
Gave feedbacks and suggestions regarding new service processes and participated in menu design and creation
Attended weekly/monthly meetings with all stakeholders (catering, service and hospitality, marketing, training, guest services, safety and other various departments)
Mentored, guided and motivated team to ensure consistent compliance with high degree of safety, security, quality, health and environmental standards and procedures are achieved, empowering them to achieve a premium level of onboard service, PR and hospitality in healthy and safe work environment.
Displayed a high degree of motivation, enthusiasm and commitment to the team
Was responsible for the leadership, guest service and safety. Managed premium class crew members and ensured that excellent service is provided at all times.
Regularly assessed all crew members through “I Review” platform (company’s local assessment application). Reports that followed crew performance and kept them in line with company’s values and expectations.
Ensured 5 values are delivered: Inspiring guests, caring about details, acting positively, taking responsibilities, Delivering best practice.
Resolved guest’s issues and provided a high level of support
Direct interaction with guests in regards to any issue that they had before or they have during the flight and ensure immediate support
Represented United Arab Emirates with being ambassador for Etihad Airways
Inspired guests at all times
Ensured of safety and security of guests and crew Briny’s Irish Restaurant & Pub - Ft. Lauderdale, FL - USA (2008 - 2009) Restaurant/Bar Manager
Estimated food consumption, placed orders with suppliers, and scheduled delivery of fresh food and beverages.
Checked quality of deliveries of fresh food and baked goods.
Planned and coordinated menus.
Created and executed plans for department sales, profit and staff development.
Organized marketing activities, such as promotional events and discount schemes.
Prepared reports at the end of the shift/week, including staff control, food control and sales.
Ensured compliance with hygiene, health and safety legislation
Scheduled work hours on weekly/monthly basis for all staff working in restaurant and bar.
Was responsible overall for the business performance of the restaurant Crystal Cruises-Crystal Symphony-Los Angeles, CA - USA (2007-2008) Asst. Restaurant manager
Fine dining / Specialty restaurant on a six-star luxury cruise line.
Provide full operational support to Restaurant manager at all times
Was in charged for station of 10-20 servers
Resolved customer complaints about food quality or service
Trained and continually developed the restaurant team to achieve their best. Supported training initiatives in line with the business needs.
Attended daily meetings
Run assessments throughout the year
Dealt with several personal projects
Delivered six-star customer service
Ensured high level of hygiene, health and safety is achieved at all times
Executed fine dining settings and services.
Trained in ship safety and emergency drills.
Grand Circle Cruise Line (river cruises – Europe) - Harmony, Concerto, Adagio Vessels - Los Angeles, CA-USA (2006-2007)
Restaurant/bar manager
Provide full operational support to Hotel Director.
Displayed initiative, attention to detail, maintained a high-profile during service
Promote and established a regular customer base.
Ensured that excellent quality and superb service is delivered to all guests.
Control and managed restaurant and bar with promptly reaction to any issues or complaints in accordance with company guidelines.
Maintained high standards of cleanliness (hygiene, health and safety) and Presentation in all back-of-house areas and guest’s areas
Maintain the quality and consistency of food and service.
Conduct regular quality checks on food presentation and taste
Address any issues related to quality promptly•
Mykonos Panormos Villas - Mykonos Island, Greece (2005-2006) Special events and parties catering manager
Meet with clients to discuss their event requirements and expectations.
Provide expertise and suggestions regarding menu options, event logistics, and budget considerations.
Collaborate with chefs or culinary teams to create customized menus tailored to the client's preferences and dietary restrictions.
Ensure that menu offerings are diverse and appealing to a wide range of guests.
Plan and coordinate all aspects of catering for special events, including weddings, corporate gatherings, parties, and more.
Arrange for equipment, décor, and other event necessities.
Coordinate with vendors such as florists, photographers, and rental companies as needed.
Develop and manage budgets for catering events, ensuring that costs are within the client's budget constraints.
Hire and train catering staff, including servers, bartenders, and kitchen personnel.
Plan event logistics, including table arrangements, seating, and décor.
Ensure that food is prepared and presented according to high-quality standards.
Maintain regular communication with clients throughout the planning process.
Ensure that guests have a memorable and enjoyable dining experience.
Address any issues or special requests promptly.
Conduct quality checks on food and service to ensure consistency and excellence.
Maintain detailed records of catering events, including contracts, invoices, and client correspondence.
Gather feedback from clients and guests to assess the success of the event.
Identify areas for improvement and implement changes for future events. Paradise Beach Club - Mykonos Island, Greece (2005-2006) Bar manager
Oversee the day-to-day operations of the bar area.
Ensure compliance with all relevant laws and regulations related to alcohol service.
Maintain high standards of cleanliness and organization in the bar area.
Monitor and manage bar inventory, including ordering, stock rotation, and minimizing waste.
Develop and update beverage menus to keep them fresh and competitive.
Recruit, hire, and train bar staff.
Schedule shifts and manage staffing levels to ensure smooth bar operations.
Provide ongoing training and development opportunities for bartenders and barbacks.
Set performance expectations and provide regular feedback to the team.
Ensure that customers receive excellent service, including prompt and friendly interactions with bartenders and bar staff.
Address customer complaints or concerns promptly and professionally.
Monitor customer behaviour and ensure responsible alcohol service.
Maintain the quality and consistency of beverages served.
Conduct regular quality checks on ingredients and presentation.
Ensure that all drinks meet established standards.
Train staff in responsible beverage service and ID verification.
Maintain accurate records of inventory levels.
Conduct regular inventory counts.
Order and restock bar supply as needed.
Minimize waste and control costs related to inventory.
Build relationships with regular customers and encourage repeat business.
Handle guest feedback and resolve issues to maintain a positive reputation.
Create a welcoming and comfortable atmosphere in the bar. Ampelos Fine Wine & Dining – Santorini, Greece (2004-2005) Restaurant/Bar manager
Oversee the daily operations of the restaurant
Ensure that the restaurant runs smoothly and efficiently.
Monitor and manage staffing levels to meet customer demand.
Ensure exceptional customer service by greeting and assisting guests.
Handle customer complaints or concerns promptly and professionally.
Train and supervise staff in delivering excellent customer experiences.
Schedule shifts and manage labour costs effectively.
Set performance expectations and provide regular feedback to employees.
Monitor sales, revenue, and expenses.
Collaborate with chefs and kitchen staff to develop and update the restaurant menu.
Monitor customer feedback to make menu improvements.
Oversee inventory control, including ordering and stock rotation.
Minimize waste and manage inventory costs.
Maintain a clean and safe restaurant environment.
Maintain the quality and consistency of food and service.
Build relationships with regular customers and create a welcoming atmosphere.
Handle VIP guests and special requests.
Provide strong leadership and direction to the restaurant staff.
Foster a positive and cohesive team culture.
Putnik Hotel - Novi Sad, Serbia (1999-2002)
Specialty Restaurant supervisor – training/practicum
Food safety and food waste
Workplace safety
Procurement
Inventory management
Running and analyzing key reports
Training on key equipment
Alcohol handling/service
Managing new staff
Employee conflict management
Customer service
Marketing
Education
Environmental Engineering Program (1998-2000)
The University of Novi Sad – Faculty of Technical Sciences, Novi Sad, Serbia https://www.ftn.uns.ac.rs/
Associate Degree.
Hospitality Management Diploma (1994 -1998)
“Svetozar Miletic” School of Business & Economics, Serbia
*Four years program with practicum in local restaurants and hotels. Higher national diploma.
Computer
Skills
Microsoft Word, Microsoft Excel, Microsoft Outlook, Windows, Word Perfect, Internet. Excellent Admin. Skills: sending and receiving correspondence via letter, email, phone.
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