Lilianna Palmer-Alonzi

** *********** *** ● Maple, ON L6A 4A6 ● 416-***-**** adb6g4@r.postjobfree.com

Objective

To gain as much knowledge and experience I can from a company. Where I can learn a new brand, style of service and have the opportunity to grow within the company.

Skills:

·Experience in using different computer systems, i.e. Caterease, Kronos, Micros, Squirrel, Silverware

·Works well with others in a team

·Motivated by passion for industry

·Organization, attention to detail and follow through in events

·Takes initiative in presenting new ideas

Experience:

Food & Beverage Manager, Hilton Garden Inn Toronto Airport

March 2019 - Present

·Responsible for posting weekly schedules for both banquets and outlets team in a timely manner which included, following the UFCW Collective Agreement, vacation requests, occupancy, special functions, local events, and other interests that may influence business.

·Rebrand the restaurant from a Hilton Garden Inn brand standard to an independent run restaurant. Created a training manual with new service techniques and standards, worked with the Chef on an allergy list and guidelines, outsourced modern and comfortable uniforms. As well plan and conducted a four-day training for all the team to ensure they know the new standards and menu knowledge.

·Maintain an employee communication board including upcoming events, promotions, current SALT & Trip Advisor scores/goals, daily food and beverage specials and current memo’s

·Interview, hire, train and complete annual performance evaluations for all FOH employees as well resolve any conflict and provide open communication

·Maintains attendance/disciplinary records accurately and thoroughly for all F&B employees

·Performs meetings and daily stand ups, prior to each shift to go over the details for the day and any upcoming news that needs to be communicated to the team

·Complete payroll through Payworks and all banquet postings through Delphi

·Address guest's complaints concerning service, food and beverages while ensuring guests are served in an efficient and courteous manner.

·Planned week by week in banquets meeting room setups, ensure events run smoothly and on time, attend weekly BEO meetings to update any changes on to the BEO’s, delegate work to the staff and be a support for the assistant banquet managers

·Create an environment that's engaging, where motivated people want to join, learn, do their best, and advance. Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle

·Brought fun and interactive station ideas and setups to banquets, i.e., iced coffee station with flavor shots, sparkling wine and cotton candy station, interactive poutine station, and so forth.

Front of the House Technician, Humber College North Campus

September 2018 - Present

·Responsible for setting up the Humber Room for service and supporting the instructor during class

·At times, oversee student activity and supervise delegated tasks to work study students

·Responsible for maintaining adequate inventory levels, addressing maintenance issue and balancing daily sales registers and cash floats

·Corresponds with guests via telephone, email and in person to make guest reservations in the Humber Room

·Will assist with showing the students how to setup their stations prior to service and after service, such as, food runner, server, busser, host, bartender and manager of the day

Food & Beverage Manager, Sheraton Toronto Airport

April 2016- June 2018

·Responsible for posting weekly schedules in a timely manner which included, following the UniteHere Local 75 Collective Agreement, vacation requests, occupancy, special functions, local events, and other interests that may influence business.

·Maintain an employee communication board including upcoming events, promotions, current GSS & Trip Advisor scores/goals, daily food and beverage specials and current memo’s

·Ensure opening/closing duties assigned to FOH employees are completed. Responsible for checking employees’ closing duties prior to their departure.

·Interview, hire, train and complete annual performance evaluations for all FOH employees as well resolve any conflict and provide open communication

·Maintains attendance/disciplinary records accurately and thoroughly for all F&B FOH employees

·Prepare detailed accident reports and communicates specifics to the MOD and Director of F&B

·Performs meetings and daily stand ups, prior to each shift to go over the details for the day and any upcoming news that needs to be communicated to the team

·Organize monthly programs with the wine/beer representative for marketing collateral that tied into an incentive program for the staff to motivate them to increase revenue for the restaurant

·Brought the overall beverage cost percentage from 28% in May 2016 to 23% in February 2018

·Ensure that brand standards are communicated and implemented in the daily operation

·Complete payroll and gratuities through ADP

·Address guest's complaints concerning service, food and beverages while ensuring guests are served in an efficient and courteous manner.

·Created Post Mortems for holidays and repeat groups to have a background history of revenue, covers and operation for the following year

·Assisted managing in the banquet department by checking meeting room setups, ensure events run smoothly and on time, attend daily BEO meetings to update any changes on to the BEO’s, delegate work to the staff and be a support for the assistant banquet managers

Assistant Banquet Manager, Hilton Mississauga Meadowvale

August 2015 – April 2016

·Balance operational and administrative needs on a day to day basis

·Work closely with the culinary and stewarding team to ensure each event has the required setup it needs for the service of food, i.e. heat lamps, chaffing dishes

·Inspect each meeting room to ensure it has a positive visual impact including ambiance, cleanliness, décor and following brand standards for setup

·Coordinate food, beverage and meeting room setup requirements as per instructions provided by the BEO by distributing porter and server setup packages

·Promote and encourage inter-departmental cooperation and communication to improve customer service by having regular departmental meetings and going over SALT scores, brand standards and feedback from the team

·Coaching staff on a daily basis to ensure that standards and customers’ needs are being met

·Assist the banquet manager in administrative work which required scheduling, daily function assessments, projects, cash bar, setup packages, payroll, deficiency reports

Assistant Food & Beverage Manager, The Chelsea Hotel

November 2013- August 2015

·Balance operational, administrative and colleague needs on a day to day basis

·Work closely with the kitchen and stewarding team to ensure the outlets are set-up for success

·Ensure a positive visual impact including ambiance, cleanliness, décor and service are met in each outlet

·Coaching staff on a daily basis to ensure that standards and customers needs are being met

·Completing weekly ordering of all pepsi products, retail products which include spudnik chips and torn ranch

·Assist the Outlets Manager in administrative work required, including scheduling, opening/closing duties, special projects, payroll, cleaning and maintenance checklists

·Reporting accidents, injuries and any unsafe working conditions in monthly Health & Safety meetings

·Help assisted the Outlets Manager in the transition of Room Service to Market Garden on the Go where all new standards had to be created and implemented with staff

·Was the Festive Coordinator during the holiday season, which included booking repeat businesses for holiday parties, reaching out to new businesses and coordinating any requests for clients for the day of their event

Social Sales Representative, Chateau LeJardin Conference and Event Centre

June 2012-November 2013

·Manage all inquires into the department; Pre-screening, answering initial questions and distributing all phone and e-mail inquiries between myself and colleagues

·Develop and maintain long term customer relationships with existing and new clientele

·Set up meetings with potential clients to take them on a tour of the venue, go over menu options and quote them a price per person for their event.

·Participate in bridal shows, conferences and promotional events within the city to promote the venue and attract new clientele

·Have an understanding of room layouts, dimensions and alternative set-up options to inform clients

·Attend weekly sales meetings, where we come up with innovative ideas how to attract new clientele to the venue, i.e., wedding planner promotions, new Friday/Sunday Wedding package promotions, late night stations

Assistant Food & Beverage Outlets Manager, Doubletree by Hilton

March 2011-June 2012

·Manage and communicate Doubletree standards and expectations through departmental and performance appraisals, including taking corrective action plans when needed and celebrating successes on a continuous basis with each individual team member

·Communicate standards and expectations through daily communication meetings with all team members

·Overseeing day-to-day operations including opening and closing duties

·Maintain a complete knowledge of all menus: Liquor/Wine/Food/Dessert

·Maintaining a safe working environment for colleagues, ensuring compliance with our Health & Safety standards at all times

·Handle guest concerns and react quickly and professionally

·Attend weekly departmental meetings on upcoming groups that will be staying in the hotel to organize sufficient staff based on previous years post mortems and ensure all of their requirements are met

·Assist the Outlets Manager in administrative work required, including scheduling, opening/closing duties, special projects, payroll, cleaning and maintenance checklists

·Oversee three restaurants (Orchid Café, Harry’s Bar and Alfredo’s) as well as Room Service

·Train all new hire team members on standards, policies, procedures, serving etiquette, Micros, etc

Event Coordinator, Terrace Banquet Hall

February 2010-March 2011

·Liaison between clients and other departments by telephone, e-mail correspondence or in person

·Finalizing details of upcoming events (i.e., guests attending, menu changes, floor plans, timing etc).

·Coordinates all Wedding Ceremonies

·Preparation of menu packages for the Chef, Operations Manager, CFO, Sales Manager(s) and Room Managers

·Preparation of floor plans with all details needed regarding set up of halls/tables/reception areas, etc

·Coordinate vendors on what time they can set-up the day before or day of event & tear down

·Up sell menu options during a finalization appointment for the clients event, i.e. adding a late night station, upgrading protein option for entrée, adding seafood to a course, etc

·Complete all invoices for events and provide to Operations Manager

·Contact clients after event and follow up on how the event went and customer satisfaction of the food and service

Room Manager, West River Event Centre & Terrace Banquet Hall

January 2004- Present

·Oversee different types of events that range from stags to bridal showers to wedding

·Managed events with the guests ranging from forty people to five hundred people

·Have a strong working relationship with catering companies and vendors

·Managed a staff of up to twenty, by giving them menu briefings, clearing times, informing them of special meals and assisting them throughout the event

·Responsible for menu briefings with Operations Manager and Head Chef

·Communicate with the Head Chef for starting times, clearing times and any other additional information on the menu

·Coordinate set up and decorating of a standard sweet table to a more complex Mediterranean sweet table. Creatively decorating the tables with centre pieces, candles and using risers to elevate sweet table items

·Have constant communication with Host/Hostess of the event, ensuring that they are enjoying themselves and catering to their every need

Education:

Hotel and Restaurant Management, Humber College Institute of Technology and Advanced Learning

January 2008-April 2009

·Graduated in June 2009

Certificates:

·GTHA Leadership Certificate

·Smart Serve Certificate

·Food Handler’s Certificate

·Server Excellence

·WPIC Certified

·WSET Level 1 Certified

·Franklin Covey, 7 Habits for Manager Certificate

References available upon request

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