Manager Customer Care
Resume:
Alexander Cruz Sebastian
Phone: ********
Email: **************@*****.***
OBJECTIVE
To obtain a position in a well managed organization where I can utilize the past experience I have gathered through my years of experience in the business. I love the business and am looking for a new challenge in the industry.
WORK EXPERIENCE
P.F. Changs Restaurant
Villaggio Mall, Doha Qatar
Position : Restaurant Supervisor – January 2015 – Present
• Supervise, co-ordinate and schedule the activities of staff who serve food and beverages
• Establish methods to meet work schedules
• Maintain records of stock, repairs, sales and wastage
• Ensures beverage and supply inventory control system is performed at prescribed times and proper follow up is performed in areas of concern
• Train staff in job duties, and sanitation and safety procedures
• Ensure that food and service meet quality control standards
• May participate in the selection of food service staff and assist in the development of policies, procedures and budgets
• Works closely with the Outlets manager in the development and implement of marketing promotion strategies for the Restaurant to increase revenue
• Welcomes and greets guests with a warm friendly smile. Informs guests of specials and menu changes, makes suggestions and answers questions regarding food, beverages, and service
• Processes guests’ orders and ensures all items are prepared properly and in a timely manner.
• Communicates with kitchen staff to ensure guest satisfaction with the food and service.
• Observes diners to ensure guests are satisfied with the food and service, and respond to any additional requests.
• Clears and resets table at the end of each course or upon completion of the meal.
• Prepares guest checks that itemize and total meal costs
• Follows food safety and handling procedures and compliance regulations as outlined by brand standards and Local laws
• Adheres to all company and brand safety and security policies and procedures as outlined by company standards
Zafferano Restaurant (Food Concept Pte. Ltd.)
Level 43 Ocean Financial Center, Raffles Quay Singapore
Position: Senior Head Waiter - October 2012 – October 2014
Assists and support the Restaurant Manger to attain daily objectives and goals directed by the COO.
Takes over the duties and responsibilities of the Restaurant Manager when on leave and / or out of the office.
Supervises daily restaurant operations and assists with menu planning, maintains sanitation standards and assists servers and hosts on the floor during peak meal periods. Strives to continually improve guest and employee satisfaction and maximize the financial performance in areas of responsibility. Determines training needed to accomplish goals, then implements plan.
Regular monitoring the personal hygiene of all the front of house staff (grooming, cleanliness and uniforms)
Supervise the layout of the tables.
Supervise the waiter’s performance during operating hours.
Acknowledge and address all customer feedback, opinion and complains through management to ensure highest level of customer satisfaction.
Responsible for the development and maintenance of all policies, procedures and quality standards within the department, utilizing a continuous improvement approach to ensure a high quality, cost effective and customer focused operation.
The Madison Deli (Caddy Shack Pte Ltd.)
Marina Bay Link Mall Singapore
Position: Cafe Manager – Feb 2012 to October 2012
Manage shifts which include: daily decision making, scheduling, planning while upholding standards, product quality and cleanliness.
Train the staff regarding the standard operating procedures and customer care etiquettes.
Handle staff - related problems and work to resolve them in a positive, amicable and professional way.
Ensure customer service in all areas. Attending to guest complaints, taking necessary and appropriate actions to turn dissatisfied guest into return guest.
Control cash and other receipts by adhering to cash handling and reconciliation procedures in accordance with restaurant policies and procedures.
Inventory & ordering.
Meat Co. Restaurant
Dubai, United Arab Emirates
Position: Floor Manager – July 2009 to August 2011
Handling People, Product and Equipment for smooth running operations of the restaurant.
Ensure that all food and products are consistently prepared and served according to the restaurant’s preparation standards.
Monitoring the maintenance of all the equipments, and ensure the proper functioning of the equipments as per the planned maintenance to enable restaurant to serve quality food to the customer on time.
Manage shifts which include: daily decision making, scheduling, planning while upholding standards, product quality and cleanliness.
Training staff members for their future development and growth.
Execution of the new promotions and products launched by the company.
Meeting & greeting customers and organising table reservations.
Ensure customer service in all areas. Attending to guest complaints, taking necessary and appropriate actions to turn dissatisfied guest into return guest.
Prepare all required paperwork, including forms, reports and schedules in an organized and timely manner.
Control cash and other receipts by adhering to cash handling and reconciliation procedures in accordance with restaurant policies and procedures.
Meat Co. Restaurant
Dubai, United Arab Emirates
Position: Head Food and Beverage Advisor – March 2008 to June 2009
Train the staff regarding the standard operating procedures and customer care etiquettes.
Continuously monitoring the appearance of all the front of house staff: grooming, cleanliness uniforms and shoes. Supervise the layout of the tables. Supervise the waiter’s performance before and during operating hours.
Assign opening and closing tasks and monitor staff duties through completion.
Handle staff - related problems and work to resolve them in a positive, amicable and professional way.
Acknowledge and address all customer feedback, opinion and complains through management to ensure highest level of customer satisfaction.
Al Mahara Restaurant (Burj Al Arab Hotel)
Dubai, United Arab Emirates
Position: Bar Keeper – August 2004 to December 2007
Prepare and serves alcoholic and non-alcoholic beverages to all the guests of the bar, by following standard recipes.
Arrange bottles and glasses to create an attractive display to entice guests attention
Monitor and check expiration dates of all beverages ( alcoholic and non-alcoholic )
Monthly and weekly inventories and checking of stock on hand.
Wine and liquor dissemination and training programs.
Handle customers shipment tracking inquiries
Al Iwan Restaurant (Burj Al Arab Hotel)
Dubai, United Arab Emirates
Position: Food and Beverage Advisor – September 2003 to August 2004
Present menus and educate the guests about menu items, making recommendation upon request; inform customers of daily specials.
List down customers food and beverage order on order slips
Serve food and/or beverages to customers.
Check with the customer to ensure that they are enjoying their meals and to make any precautionary measures to rectify any problems.
Remove used crockery, cutlery and glasses from the tables
Prepare checks that itemize and total meal cost and collect payment from customers.
Stock inventory and cash tallies every night.
EDUCATIONAL BACKGROUND
1992 to 1995 Unciano Paramedical Colleges
Manila, Philippines
Associate in Radiologic Technology
SPECIAL SKILLS
Skilled and experienced manager with creative, innovative approach to managing staff, generating teamwork and improving customer service. Excellent communication/interpersonal skills (able to develop positive relationship with customers and employees).
PERSONAL INFORMATION
Birthday : November 8, 1973
Birth Place : Manila, Philippines
Nationality : Filipino
Civil Status : Married
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