Manager Service
Resume:
Abderrafii Ilahyane (Rafii)
***** ********* **, **********, **, 22193
********@*******.***
Objective
To obtain the banquet captain position utilizing my vast hospitality experience, proven event management knowledge, excellent client services skills & team-player attitude. Experience
Mandarin Oriental hotel
Washington Dc (January 2020-Present)
In Room Dining Manager
- Oversee all aspects of the daily operation of the hotel’s Room Service operation.
- Supervise all Room Service personnel.
- Respond to guest complaints in a timely manner.
- Work with other F&B managers and keep them informed of F&B issues as they arise.
- Ensure all staff are meeting all established standards of service through ongoing and recurrent training systems
- Monitor and test service skills of staff, retrain and reinforce all standards on food and quality and service details daily. Provide feedback and appraisals as necessary.
- Coordinate and monitor all phases of Loss Prevention in the Room Service operation.
- Ensure compliance with In room dining SOP”S.
- Ensure the training of department heads and employees on SOP’s, report preparation and technical job tasks
- Monitor and supervise the mini-bar department.
- Ensure effective communications between each shift. Ritz Carlton Pentagon City
Arlington, VA (March 2019- January 2020)
Assistant Restaurant Manager
-Achieved Green Zone in Food and Beverage Department for the Brand Standard Audit and Forbes Audit by; auditing the team regularly on standards, creating Brand Standard Audit quizzes, giving instant feedback, reviewing our secret shop audits with the team quarterly, and led by example while serving guests
-Improved Overall Restaurant Satisfaction Score by 2.9% by; creating consistency through standards, giving instant feedback, public recognition, creating specialty menu’s, conducting staff trainings, and cross-training employees
-Independently support hotel’s operation through assisting other departments in department leader’s absence.
-Achieved a 95% in the Restaurant Engagement Survey and a 100% in the In Room Dining Engagement Survey by; building trusting relationships, implementing cross training programs, creating an employee “wish list” for equipment and learning from past Engagement Surveys
Ritz Carlton PentagonvCity
Arlington, VA (June 2018 - March 2019)
Club Lounge Supervisor
-Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional
-Maintain confidentiality of proprietary information, and protect company assets
-Welcome and acknowledge all guests according to company standards, anticipate and address guests service need-Assist individuals with disabilities, and thank guests with genuine appreciation
Ritz Carlton Pentagon City
Arlington, VA (Jan 2018 - June 2018)
Club Lounge Concierge
.Respond to guest requests for special arrangements or services
.Respond to special requests from guests with unique needs and follow up to ensure satisfaction
. Monitor club lounge for seating availability, service, safety, and well being of guests
. Follow all company policies and procedures
. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets Renaissance & Residence Inn Arlington Capital View Hotel Arlington, VA (March 2015 - June 2017)
Banquet Manager
■ Ensure all arrangements are in compliance to Banquet Order
■ Liaison for event contact; identify specific guest needs
■ Oversee staff duties and functions of the banquet
■ Utilizing upselling techniques to drive revenue and increase average check
■ Ensure the event operations team ambassadors have the most up to date event orders and discuss the details of event orders to ensure the understanding and expectations of the event manager
■ 2015 Achieved #1 overall event satisfaction score excellence award, U.S.- Among all hotel brands in the Americas
■ Finished #1 Renaissance ESS (88.9%) and GSS (76.9%) Renaissance & Residence Inn Arlington Capital View Hotel Arlington, VA (September 2011- March 2015)
Banquet Captain
■ Oversee team consisting of over 12 full time servers and over a dozen on call servers for two full service properties.
■ Increased Overall Event Satisfaction Score from 81.4% to 88.3%, (goal of 85%), #1 in the Renaissance Brand for 2013
■ Have created an atmosphere of recognition and engagement within the department which has increased ES results 88%
■ ESS increases year after year in all phases. Achieved top 4 rankings for all key contributors in Event Phase including #1 rank for the following categories: Overall Satisfaction, Meeting Facilities, Food & Beverage Staff Service, Problem Resolved on First Contact, and Delivered More than Promise.
■ Maintained strong working relationships with meeting planners and vendors to ensure successful delivery of all events in the hotel.
■ Empowered Associates to provide excellent customer service through on-going training.
■ Focused on scheduling for the Banquet Servers and emphasized scheduling to forecast and service standards, while maximizing profit.
■ Planned career growth for one captain, four banquet servers guiding them into other leadership roles.
■ Created an environment consistently celebrating Associates success.
■ Received over dozens “The Spirit to serve” achievement awards every year, becoming the most recognized Associate.
■ #1 in the brand for 2013 ESS and GSS
■ Hotel awarded 2013 hotel of the Americas
■ 2014 Finished #3 in the brand for ESS (86%) and #1 for GSS
■ Hotel awarded hotel of the year for the eastern region Kimpton Hotels Lorien Hotel & Spa (April 2008- September 2011) Alexandria, VA
Senior Banquet Captain
■ Supervised and trained the Banquet and Catering Departments consisting of five banquet servers and three housemen.
■ Worked directly with the General Manager and senior leadership to develop long term strategies for these departments
■ Primary customer advocate for flawless delivery of contracted expectations.
■ Executed financial aspect of Event Operations regarding profit, loss & capital expenditures.
■ Interviewed and hired new Associates.
■ Minimized inventory and liquor costs utilizing beverage control measures. Palomar Hotel (March 2008- April 2009)
Washington DC
■ Supervised Daily Events Set-UP And Service
■ Responsible for Inventories of Beverage, Linen and Other Banquet Supplies
■ Assist the Manager with The payroll and Training New Associates
■ Oversee the entire catering and conference operation Fairview Park Marriott Hotel (2004 – 2008)
Falls Church, Virginia
Banquet Captain
■ Effectively supervise a team of 26 banquet servers and 3 back aisle attendants
■ Aide in consistently attaining a GREEN status for ESS in the Event and Food & Beverage phase
■ Responsible for the weekly scheduling of entire banquet team
■ Oversee entire shifts from start to finish to include captains reports and daily monetary deposits
■ Commended by banquet team as well as management for my ability to handle conflict resolution internally through fair discipline
■ Ensure a safe environment daily for both guests in the front of the house and staff in the heart of the house
■ Manage the accuracy of the staff payroll on daily basis
■ Acknowledged frequently from both client and management for my attention to detail food presentation and quality
■ Represent the Banquet Department in daily Banquet Event Order meetings
■ Work with Event Management to ensure all detail are clear and concise prior to each event, often a “go-to” person for Event Managers for advice and questions Fairview Park Marriott Hotel (2002 – 2004)
Falls Church, Virginia
Banquet Server / Lead Captain
■ Served meals, Coffee breaks, receptions, other special functions, as assigned, following standard policies and procedures
■ Maintained cleanliness standards in the work station during service. Constantly patrol assigned station, refilling water and coffee, removing service item and condiments per established policies and procedures
■ Assisted in setting up and/or breaking down buffet or other special food service tables, stations and equipment, as needed
■ Completed all assigned side work, such as refilling condiments, sorting linen, hanging/storing drapes, cleaning/storing serving equipment, etc.
■ Explain to guests as requested the menu, major ingredients and preparation methods for each item to be served
Professional Achievements/Skills
■ Obtained TIPS Certification
■ Marriott Visual Production of Audio Visual 101 Basic, Level 1 and Level 2
■ Proficient in Microsoft Word, Excel, and PowerPoint
■ Proficient in CI-TY, Clear Sky and ATLAS
■ ServSafe certificate expired 2026
■ Certified level 3 food safety in catering
■ Certified level 2 HACCP
■ Certified serving the allergic and food intolerant customer Recognition
■ Awarded Associate of the Month for July 2006 at the Fairview Park Marriott
■ Awarded Associate of the Month for February 2010 at the LORIEN hotel & spa
■ Repeatedly recognized by clients for my superior customer service skills, received on weekly basis through customer letters and ESS surveys Education
Institute El Youssefia, 1996, Rabat, Morocco
Degree in Hospitality
Certified Professional Food Manager
NOTE:
Handyman for almost 7years, multiple services have been done in a professional way, including. (painting, tiles repair and installation, replacing power outlets and basic installs, basic plumbing and more, concrete works, professional on having things done on time and paying attention to details. and more).
References available upon request
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