Manager Front Office
Resume:
Arch Gunduz
703-***-**** **** Irvin Square, Alexandria, VA 22312 **********@***.***
Objective:
An enthusiastic, skilled, and reliable food & beverage/hospitality manager seeking a position that reflects my experience, skills, and personal attributes including dedication, exceeding goals, creativity, and the ability to follow through. Safe Serve certified, TIPS certified and Northern VA Food & Beverage Manager Card certification.
Hilton Garden Inn
Food & Beverage Manager / Operations Manager Falls Church, VA
07/2018-Present
Oversee the Food & Beverage department of the hotel including restaurant food service and production, lounge service, and banquet/catering service.
Maintain follow-through of all guest requests, problems, complaints and/or accidents which occur in the Restaurant, Room Service, Lounge or Banquets.
Motivate, coach, counsel and discipline all F&B personnel according to company S.O.P.’s.
Review F&B staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
Attend weekly staff meetings and provide training on a rotational basis using the steps to effective training according to company standards.
Prepare and conduct all F&B interviews and follow hiring procedures according to company S.O.P.'s.
Establish a positive work environment.
Supervise food & beverage staff to include recruitment & selection, orientation, training & development, scheduling, performance management and employee relations.
Enforce policies and procedures established by the company, the hotel brand and applicable state and local health codes.
Ensure equipment is kept clean and in excellent working condition through personal inspection
Supervise set-up, service and break-down of banquets.
Supports revenue and cost objections by controlling food costs, payroll hours used and avoids food wastage.
Responsible for safe up to $1,000 and cash handling procedures
Aims to meet or exceed budgeted Gross Operating Profit.
Provides courteous guest service promptly and efficiently
Responds promptly to any guest’s inquiries or complaints & online surveys SALT.
Responsible for daily reports and entering department’s cash drops into Accounting Core.
Maintain company S.O.P.'s regarding purchase orders, vouchering of invoices and checkbook accounting
Hand out flyers for food promotions to local residences and businesses for restaurant and lounge promotions.
Attend weekly BEO meeting.
Oversee bar and food inventories management, including ordering and receiving
Ensure profitability of restaurant operations while providing exceptional service and quality food
Daily use of Micros and ONQ on front and back ends, also HD Supply for any maintenance issues.
Assist Front Desk as needed with daily front office operations including night audit and group reservations
Le Pain Quotidien Washington, DC
Assistant General Manager 09/2016 –7/2018
Ensure company policy and Brand Equity Standards are followed.
Optimize profits by controlling food, beverage and labor costs.
Interviewing, hiring, training and developing new team members.
Increasing sales by ensuring guest satisfaction and prompt problem resolution.
Maintain an overall management style in accordance with our established best practices.
Provide leadership and direction to all team members to ensure efficient operation.
Ensure food quality and availability.
Prepare and present team member reviews.
Responsible for safe up to $3,000 and cash handling procedures
Oversee bar and food inventories management, including ordering and receiving
Contributing to weekly manager's meetings
Actively coach and direct daily operations
Conduct loss prevention audits and weekly inventories of food and other supplies.
Responsible for catering events via MonkeyMedia
Fill in kitchen, barista, and floor, as needed
Ensure profitability of restaurant operations while providing exceptional service and quality food
Conducts daily paperwork, payroll, purchase orders, bank deposits, and daily sheets
Daily use of Micros and CrunchTime on front and back ends, also service channel for any maintenance issues.
Achieve financial target and meet daily goals
The W Hotel Washington, Starwood Hotels and Resorts Washington, DC
Welcome Desk Manager 317 Rooms, Union 10/2015 – 09/2016
Oversee the daily operations of the Front Desk/Welcome Department
Managed and directed the Welcome Desk Team including Concierge, Lobby & Door ambassadors, Valet Attendants and made adjustments as needed to maintain service standards
Ensures: a daily review of current day’s expected arrivals and check of all VIP and special request reservations are completed/pre-registered, blocked properly and other departments are notified of room assignment.
Review the daily room availability and staff. A check of status of departures on a daily basis. Relays all pertinent information to front desk agents, the following shift supervisor, and the Hotel Manager.
Delegated job assignments and managed the work environment to ensure maximum efficiency while maintaining service standards for Concierge, Luggage and Valet parking services and operations
Resolved guest and employee concerns on the spot in a manner which was beneficial to all involved
Utilized labor management to schedule and control labor costs.
Responsible for responding to Hot Alerts and following up with any unsatisfied guest.
Partnered with the Welcome Desk to ensure a seamless check-in process, to identify patron including group and VIP guest with, room registration, message delivery and method of payment administration
Responsible for a cash drawer up to $1000.00 during shift and cash handling procedures 100% accurately
Implement sales strategies with sales team to improve occupancy levels and revenues.
Maintained all necessary equipment and a par stock of supplies.
Served as lobby ambassador, guest liaison during peak guest traffic times
Conduct monthly department meetings with Welcome desk, Concierge & Ambassador’s.
Managed all group baggage transfers and amenity deliveries to ensure proper handling and completion
Responsible for the Starwood Preferred Guest membership program and ensure that all guests who are members are appropriately recognized, meeting all Starwood standards. Also making sure team meets daily goal for SPG enrollments.
Completed daily paperwork
Responsible for edits and weekly payroll.
Have one on ones with department members and conduct reviews.
Attend weekly budget, resume & operations meetings.
Responsible for the interviewing, training, and direction of new department employees & developing staff.
The Westin Crystal City (Starwood Hotels & Resorts)
Guest Services Manager 220 Rooms, Non Union Arlington, VA
06/2014 – 10/2015
Managed Service Express room dining function, 4 meal periods, breakfast, lunch, dinner, and late night dining, in accordance to brand standards
Managed and directed the Guest Service Team including Concierge, Luggage Attendants, Valet Attendants and made adjustments as needed to maintain service standards
Delegated job assignments and managed the work environment to ensure maximum efficiency while maintaining service standards for Concierge, Luggage and Valet parking services and operations
Resolved guest and employee concerns on the spot in a manner which was beneficial to all involved
Utilized labor management to schedule and control labor costs.
Responsible for responding to the following social networks in a timely manner, TripAdvisor, Expedia/Hotels.com, Starwood Hotels & Resorts.
Partnered with the Front Desk to ensure a seamless check-in process, to identify patron including group and VIP guest with, room registration, message delivery and method of payment administration
Responsible for a cash drawer up to $1000.00 during shift and cash handling procedures 100% accurately
Responsible for a 180 spaced parking garage self-parking/valet services & monthly parking contracts.
Implement sales strategies with sales team to improve occupancy levels and revenues.
Maintained all necessary equipment and a par stock of supplies.
Served as lobby ambassador, guest liaison during peak guest traffic times
Conduct monthly department meetings with staff.
Responsible for Shuttle maintenance and all State & county laws required.
Managed all group baggage transfers and amenity deliveries to ensure proper handling and completion
Completed daily paperwork
Responsible for edits and weekly payroll.
Attend weekly budget, resume & operations meetings.
Interview, hire, train & develop staff
The Westin Tysons Corner Falls church, VA
Front Office Manager 405 rooms, Non Union 02/2013-6/2014
Managed Service Express room dining function, 4 meal periods, breakfast, lunch, dinner, and late night dining, in accordance to brand standards
Managed and directed the Guest Service Team including Concierge, Luggage Attendants, Valet Attendants and made adjustments as needed to maintain service standards
Delegated job assignments and managed the work environment to ensure maximum efficiency while maintaining service standards for Concierge, Luggage and Valet parking services and operations
Resolved guest and employee concerns on the spot in a manner which was beneficial to all involved
Partnered with the Front Desk to ensure a seamless check-in process, to identify patron including group and VIP guest with, room registration, message delivery and method of payment administration
Responsible for a cash drawer up to $500.00 during shift and cash handling procedures 100% accurately
Served as Lobby Ambassador, guest liaison during peak guest traffic times
Managed all group baggage transfers and amenity deliveries to ensure proper handling and completion
Completed daily paperwork
Responsible for edits and weekly payroll.
Interview, hire, train & develop staff
Embassy Suites Herndon, VA Front Office Supervisor/Manager on Duty 150 rooms, Non Union 01/2011-02/2013
Supervised daily front office operations including night audit and group reservations
Provided guest service, guidance and leadership to ensure consistent customer brand loyalty
Assigned and instructed team members with details of work
Monitored lobby traffic to make staffing adjustments accordingly
Resolved customer complaints
Trained, implemented schedules and assisted in staff evaluations
Westin National Harbor Oxon Hill, MD
Guest Service Supervisor/Manager on Duty 195 rooms, Non Union 06/2009-01/2011
Managed in room dining function, 4 meal periods, breakfast, lunch, dinner, and late night dining, in accordance to brand standards
Supervised and directed the Guest Service Team including Concierge, Luggage Attendants, Valet Attendants and made adjustments as needed to maintain service standards
Delegated job assignments and managed the work environment to ensure maximum efficiency while maintaining service standards for Concierge, Luggage and Valet parking services and operations
Resolved guest and employee concerns on the spot in a manner which was beneficial to all involved
Partnered with the Front Desk to ensure a seamless check-in process, to identify patron including group and VIP guest with, room registration, message delivery and method of payment administration
Supervised all group baggage transfers and amenity deliveries to ensure proper handling and completion
Completed daily paperwork
Hilton Crystal City at Ronald Reagan National Airport Arlington, VA
Front Office Supervisor/Manager on Duty 386 rooms, Union 2008 – 2009
Supervised Front of the House, 30 associates including Front Office, Night Audit, Security, Bellmen, and Shuttle Van Drivers
Promoted hotel products and services with enthusiasm to drive revenue growth
Accountable for training all new hires to the Hilton Standard
Responsible for progressive disciplinary administration
Executed accurate financial acumen regarding rooms, suites, parking and gift shop operations
Conducted daily and monthly meetings to recap and drive SALT, guest service score progression for improvement
Maintained accurate employee profiles per franchisee & Hilton’s policies and procedures
Served as Manager on Duty as needed by hotel
Hilton Arlington Towers Arlington, VA
Front Desk Agent 209 Rooms, Non Union 2006-2008
Preformed all check-in and out procedures via Hilton’s brand standard
Responsible for a cash drawer up to $500.00 during shift and cash handling procedures 100% accurately
Served as Lobby Ambassador, guest liaison during peak guest traffic times
Oversaw the professional execution of guest calls, messages, packages, and guest amenities
Increasing guest retention by exceeding guest’ expectations while utilizing professional warmth
Administered credit card postings and adjustments
Produced 100% occupancy, perfect sell out nights
Education/Certifications
Northern Virginia Community College Annandale Campus- Associates Degree in Hospitality Management
Safe Serve certified
TIPS certified
Northern VA Food & Beverage Manager Card certification.
Reference
Professional and personal references available upon request
Contact this candidate