Manager Customer Service

M G

MA LOURDES GARCIA

ASSISTANT RESTAURANT MANAGER

** ****** **. ************ *******,

Paranaque City, Phils

+639********* *********@*****.***

Driven Assistant Restaurant Manager with more than 12 years of experience in Hospitality. An inspiring and conscientious leader, with a strong background in team development, and a solid reputation for assessing business needs, developing cost-saving solutions, increasing sales and driving customer satisfaction. Strongly focused, with the ability to complete tasks accurately in a fast-paced environment with conflicting deadlines. I believe that you will find and previous employers will verify that I exhibit intelligence, common sense, initiative, maturity, stability and I am eager to make a positive contribution to your organization. A C H I E V E M E N T S

A N D T R A I N I N G S

HYSTAR GOLD AWARD

FRONT OF THE HOUSE

F I NALIST

Jan 2020

Grand Hyatt Singapore

MOSCAR FRONT OF THE

HOUSE F I NALIST

Jul 2016

Mandarin Oriental Singapore

MOSCAR FRONT OF THE

HOUSE AWARD

Jan 2016

Mandarin Oriental Singapore

ON-THE-JOB TRAINER

CERTIFICATE

Jan 2016

Mandarin Oriental Singapore

S I LVER EXCELLENCE

AWARD

Nov 2016 Singapore Hotel Association

WORK E X P E R I E N C E

ASSISTANT RESTAURANT MANAGER

Grand Hyatt Hotel - 10 Scotts Lounge / May 2019 - Mar 2020 / Singapore

• Assists to ensure that the Food and Beverage activities are aligned with the respective Corporate Strategy, and that the Hotel actions have been implemented where appropriate.

• Accountable for planning, coordinating and managing staff and services to ensure efficient and effective F&B operations and that customer service standards are maintained at all times

• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

• Monitor, evaluate and audit all promotions and offerings to our guests, building relationships with VIPs in the hotel.

• Ensures Food and Beverage Division meets the Hotel’s targets in the areas of the various Customer Service Audit and Survey.

• Maximizes associate’s productivity through the use of multi-skilling, multi- tasking and flexible scheduing to meet the financial goals of the business as well as the expectations of the guests.

• Establish restaurant business plan, set up P&L and forecast numbers to meet company goals and budget.

• Assists the Outlet Manager to achieve the monthly and annual personal target and the outlet’s revenue.

• Developing and implement marketing thru social media to promote business strategy and maintain Trip advisor at a high score consistently

• Works closely with other Outlet Manager in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

• Ensures that Food and Beverage associates work in a supportive and flexible manner with other departments in a spirit of “We work through Teams”. S K I L L S

Product and service knowledge

Staff training and development

Project management abilities

Computer Proficient

Customer Satisfaction

Multi-Task Management

Creative Problem Solving

Lead Development

E D U C ATION

BACHELOR OF SCIENCE

PATTS College of Aeronautics / Philippines

2002

Major in Tourism

WEBSITES & S O C I A L

L I N K S

http://linkedin.com/in/malou-garcia-1562b

6b4

Linkedin:

L A N G U A G E S

English

Tagalog

• Ensure all cashiering procedures are processed in compliance with accounting standards

• Assists in conducting monthly inventory checks on all operating equipment and supplies.

• Have a thorough knowledge and understanding of all food and beverage items in the menu and the ability to recommend Food and Beverage combinations and upsell alternatives.

• Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.

• Understands and strictly adheres to Rules and Regulations established in the Associate Guide and the hotel’s policies concerning fire, hygiene, health and safety.

• Maximize the effectiveness of employees by developing skills and abilities through the appropriate training, coaching, and/or mentoring as the On- The-Job Trainer to ensure competence, performance and succession objectives are met. This includes conducting performance reviews on all staff and counselling sessions as required.

• Plan, roster and manage labor requirements for the department

• Ensure the database is appropriately managed and updated, ensuring guest history records (i.e., requests, requirements, preferences, etc.) and general guest information have been identified and accurately recorded in the system

• Handling administrative work needed in daily operations, knowledgeable in POS, Micros, Infogenesis, Open table, SMS, Respac system, Opera, Infrasys and TableSolutions

• Deputise the outlet in absence of Restaurant Manager. OPERATIONS EXECUTIVE

Mandarin Oriental Hotel - Melt Cafe / Sep 2008 - Apr 2019 / Singapore CUSTOMER S ERVICE AGENT

National Aviation Services - Hala Kuwait Counter / Feb 2007 - Mar 2008 / Kuwait EXECUTIVE S ECRETARY

Al Taif Trading and Contracting Company / Dec 2005 - Feb 2007 / Kuwait CAPTAIN WAITRESS

Tower Club, Inc - Baron's Bar and Restaurant / Jun 2001 - Sep 2005 / Philippines P E R S O N A L D E TAILS

Date of birth

18 February 1979

Nationality

Filipino

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