Patricia Brown

*** **** ****** *****

Newport News, VA 23603

Cell: 757-***-****

Email: admxhu@r.postjobfree.com

Objective:

To use the knowledge and skills gained through my restaurant management

experience to obtain a position that is challenging and rewarding with

opportunities for potential growth and advancement.

Personal Strengths:

• Works in a detailed and organized fashion

• Takes pride in team work

• Proactive problem solver

• Flexible and dependable

• Task oriented and structured

• Works with honesty and integrity

• Can multi task and work under pressure

• Focus driven

• Excellent administrative skills

Summary:

• More than 30 years guest service and cash handling experience

• 20 years training and managing

• Strong background in inventory control

• Trained in T.I.P.S. and Move smart

• Completed Certified Hospitality Supervisor Course

• Attended CW Basics, Performance Management, Diversity Training

• Attended Infogenesis training seminar Revelation 2.9

• Serve Safe Certification

• Supervisor Anti-Harassment

• Genuine Care Service Excellence

• Red Cross CPR/AED Certified

• Human Resources Fundamentals

• Leading Teams, Style and substance classes

• Completed course in Cost Controls for Resort Operations

• Attended 5 day class in The 7 Habits of Highly Effective People

Accomplishments:

• Trained all new managers on programming of Infogenesis POS system.

Responsible for programming all Lodge Hotel, Room Service, Dining

Room, Banquet and Lounge menus upon reopening after renovation

• Consistently increased our guest satisfaction survey responses in

“intent to return” and “friendliness of staff” from 30% to over

50%

• Eliminated all overtime by cross training employees according to

their personal strengths to work in other areas as needed

• Increased nightly cover count by 100-150 covers daily

• Achieved consolidated F&B profit margin by 17.9% or higher

• Maintained food cost between 25%-26% and liquor cost around 27%

• Implemented take out service for our guests to better satisfy

their needs

• Reduced employee call outs by aggressively and consistently

tracking all attendance issues according to the attendance policy

and documenting as necessary

Experience:

2/20-Current Patrick Henry Square Resort

Front Office Manager

Responsible for the operation of the Front Desk, in house reservations as well as the Activity Program for our guests.

Ensures that all operations are conducted in a smooth, efficient and productive manner. Treating guest in a friendly and helpful way, recognizing our owners and guest by name and providing excellent customer service.

Interviews, hires, motivates, coaches, counsels, and disciplines Front Desk and Activities personnel and evaluates their performance.

Works closely with all department mangers to solve issues and bring them to closure.

Exemplifies and role-models company values and programs.

Responsible for scheduling front desk and activities personnel to ensure adequate coverage for guest check in/check out and resort activities.

Responsible for payroll.

Orders all supplies needed for guest’s amenities, front desk operations as well as activity programs.

Monitors attendance and punctuality policies.

Maintains adequate and accurate room inventory.

Maintains departmental budget.

Assists Resort Manager in forecasting to include room revenue and operating expenses.

Responds to guest questions, concerns, comments, and requests courteously and professionally.

Ensures accuracy of all front desk/activity drops and assist in resolving such discrepancies.

Ensures proper training is provided to new hires to include all safety training and emergency protocols.

Responsible for employees time management and controlling overtime.

Attends and facilitates reqularly scheduled department meetings.

2/18-2/20 Greensprings Vacation Resort

Assistant Front Office Manager

Manage day to day operations of the Front Office.

Check in/out guests, compute bills, and collect payments as needed.

Ensures quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone.

Responsible for actively building and retaining member, owner, and guest relations and acting as a mentor to team members in order to provide superior customer service.

Exercise independent judgment in addressing and resolving internal and external complaints in a timely manner.

Work closely with corporate and club reservations on yield management, rental and club programs, relocations, and all resort room metrics.

Perform quality assurance audit checklist quarterly for Front Desk Agents.

Perform property and room inspections.

Create weekly schedules and staff meetings according to budget.

Recruit, interview, train, discipline, and terminate direct reports as needed.

Review and audit cash banks and petty cash.

Approves time records and time off requests; completes bi-weekly payroll.

Implementing staff incentives for team members who go beyond expectations to reach departmental goals.

Completes all required company trainings and compliance courses as assigned.

Adheres to company standards and maintains compliance with all policies and procedures.

Orders all front office inventory and perform tasks of inventory control.

4/16-07/17 Howmet / Arconic

CMM Operator

Complete all items on check list prior to operating machinery

Record temperature and humidity in log book. Ensuring temperatures are in compliance with standards

Run CMM check and calibrate tips if needed

Set up correct fixture according to the PC for the designated job number

Inspect casing for rod removal, datums have been drilled and that the TE has been machined. If so, run part

Review print out and best fit. Mark parts that are over or under the submittal tolerances.

Blend casting to ensure conformance to blue print specifications.

Lot out part if acceptable. If not acceptable fill out a non conformance ticket and place on hold for engineers or create a rework card to blend.

Mark all points to be blended on defect map and put in router

07/12-04/16 Marriott Chesapeake

Outlets Manager

Manage simultaneously Starbucks Café, 725 Bistro, 725 Lounge, Concierge and room service.

Ensuring all guests feel welcome and we are exceeding their expectations at all times.

Providing service excellence the “Marriott Way”

Review applications, schedule and conduct interviews. If qualified complete all required paperwork necessary to hire.

Works closely with designated temp agency to coordinate staffing on a weekly basis as needed.

Coordinate in house orientation, TIPS training, safety orientation/OSHA training and food handler’s class scheduling prior to first day of employment.

Ensure all records of employees are up to date with certifications and training.

Perform progressive discipline and terminate when necessary.

Observe and evaluate employees and work procedures to ensure quality standards and service are met.

Order all beer, wine, liquor, uniforms, office supplies and any restaurant equipment needed to provide excellent service to our guests.

Create menus and submit proofs for ordering from our vendors.

Responsible for monthly inventory and cost controls.

Prepares monthly expense report with supporting documents.

Creating a schedule according to forecast, budgeted hours and business needs.

Monitor payroll on a daily basis to ensure we are in line with budgeted hours. Make adjustments if necessary.

Ensures weekly payroll is correct inputting FMLA, Sick, Holiday and vacation pay according to policy and employment laws.

Prepares and responds to unemployment claims and participates in hearings

Performing employee appraisals on a timely basis

Completes incident/accident reports for internal or external guests as needed and reports to insurance provider.

Participate in the MOD program where I am the manager of the hotel one weekend of the month.

Ensure all new employees are trained properly in service, sanitation and safety procedures. Supply tools and equipment needed to do their job.

Proficient in Micros POS and programming, Outlook, ADP Payroll, ICMS, Word and Excel.

04/11-07/12

Suffolk, VA Fire Mountain Grill (Ryan’s)

Hospitality Manager

Ensuring that all guests feel welcome and are given outstanding, friendly courteous service at all times

Maintain strict compliance with health, safety, and security standards and procedures

Input invoices to ensure vendors are paid promptly

Inventory and place food orders

Delegate shift responsibilities to team members and ensure proper completion of assigned tasks and checklists.

Conduct interviews and reference checks for all new hires.

Making employment and termination decisions

Involved with conducting performance evaluations, administer counseling and discipline team members when necessary.

Maintain recipe adherence and food presentation expectations are followed

Staff, supervise, train and develop team members

Scheduling labor as forecasted and cut as needed to meet labor guidelines

Assist and support General Manager as needed.

08/07-07/11 Entrée Vous

Yorktown, Va

Owner/Operator

Entrée Vous is a meal assembly kitchen. We make homemade entrees so customers don’t have to. The meals are packaged and customers cook them at home. All the sauces are made from scratch and fresh herbs and spices are used.

Create monthly menus according to product on hand

Prep foods and sauté meats for various recipes

Inventory control

Ordering food and supplies

Working with marketing reps from Riverside Paper Supply, Sysco, US Foods and Produce Source to find the appropriate products and price compare between distributors

Create spreadsheets in Excel to get a breakdown of food costs for specific food items

Assist customers on the phone, internet or in the kitchen by taking orders, making suggestions based on dietary restriction and by suggesting complete meals

Use constant contact to manage e-mail databases and send e-mails to market special offerings

Working with “Beyond Boobs” and other non-profit organizations to fund raise for and donate to their special causes.

Assisting customers with special needs by delivering or cooking their meals

7/97-10/08 Colonial Williamsburg

Williamsburg, VA

Restaurant Guest Service Manager

Supervised all team members in the Café, Bay Dining Room, Room Service and the Garden Lounge, while communicating effectively to ensure that guest service standards are met or exceeded.

Interacted with dining guests to evaluate level of service they experienced; responded to guest complaints verbally and in written form to resolve problems in a timely manner.

Conducted daily line up to communicate any CW news, special parties and daily assignments.

Developed employee schedules according to business needs.

Interviewed and hired new employees.

Conducted monthly bank audits.

Tracked on a daily basis employee’s attendance and documented as necessary.

Interacted with human resources and support departments to ensure training and orientation needs are met

Observed employee performance by being visible on the floor during peak service hours and motivating staff and developing skills to up sell.

When necessary, counseling, disciplining and terminating employees.

Initiated purchases for restaurants including liquor and office supplies.

Established new standards including operational, policy and procedural plans to improve departments as needed.

Set and maintained cost controls for food, beverages and other budgeted items.

Ensured compliance with all sanitary and safety code standards

Created weekly forecast

Edited in Kronos, put in vacation, sick and holiday pay and ensured payroll was correct.

Monitored daily volume of business, made daily adjustments accordingly to the schedule to stay in line with labor cost and monitored overtime.

Performed other related duties as assigned

Filled in wherever needed when employee call outs occurred

Adhered to Collective Bargaining Agreement, policies and procedures

Contact this candidate