Restaurant Team Customer Service

CURRICULUM VITAE

Name: Francis Wilson Castelino

Marital Status: Married

Date of Birth: 19th July1986

Nationality: Indian

Passport Number: P0482405

Passport Issue Date: 09/05/2016

Passport Expiry Date: 08/05/2026

Place of Issue: Bangalore-India

Telephone/Mobile No: 91-911*******

Telephone No: 91-991*******

Email: *************@*****.*** / *************@*****.***

Position: Head Waiter, Waiter or Bar Waiter

Education Qualification: B.Sc. (H.S) Bachelor of Science in hospitality

from Shree Devi college of Hotel Management

from 29th May 2004 to 19th April 2007. HSC from

Christ King College Karkala from 2003 to2004

2ndMay2005 to 30th June2005: Hotel Capitol, Bangalore, India. Industrial

Trainee (In F&B Service)

Hotel Information: It’s a 4 Star hotel having total 140 rooms with 7

banquet halls facilities which maximum capacity

is in theater style, largest: 750 and smallest: 40

and 2 Restaurant

Total work experience: 12years 6 month

Titanic Hotel Sulaymaniyah, Northern Iraq,

July 2018 to March 2020

● Asst. F&B Manager - looking after entire F&B

operation

August 2015- July 2018

● Outlets Manger- handling 5 Outlets and Banquets

Hotel Information: This is five star property consisting 83 rooms and 5 outlets –

Atlantic. All day dining, Terrace Bar, Lesomet –continental and Arabic food, goizha-

Mexican Cuisine / Piano lounge. Business facilities include the Meeting rooms,

Conference and Banquet with access to Spas and Gyms in Kurdistan

Duties &Responsibilities:

Plan and assign daily workloads to outlet associates.

Develop and enforce established policies and procedures.

Establish operational strategies to meet quality and customer service standards.

Develop marketing strategies to improve sales and profitability.

Maintain the outlet facility clean and safe.

Obtain customer feedbacks and recommend necessary outlet operational

changes.

Schedule orientations and job trainings to outlet associates.

Organize regular meetings to discuss about issues and updates.

Analyze and resolve problems in a timely and accurate manner.

Organize special events and entertainments to attract more customers.

Address customer queries courteously and ensure customer satisfaction.

Develop cost-effective operational plan to achieve outlet goals.

Assist in cash handling activities and develop expense and revenue reports.

Maintain inventory reports.

Divan Erbil Hotel, Northern Iraq,

15th May 2013 to April 2015

Assistant Restaurant Manager-QI21 Sushi and Grills, Chopin

Piano Bar & Saray Café,

Hotel Information: This five star property stands out as an oasis of glamour and

serenity. The hotel offers comfort by 228 luxurious rooms, apartments and suites, 1

and 2 bedrooms and penthouse and 12 exclusive retail units. For Meeting

requirements, there are 9 meeting rooms. Seasons - an all-day dining restaurant

displaying world cuisines in a live interactive atmosphere, Qi21 Japanese Sushi and

Grills, Chopin Piano Bar - with a seating capacity of 110 packs offering a place to

meet, Saray Café situated in the main lobby, and waterside poolside lagoon bar.

Duties &Responsibilities:

Maintain level of discipline to ensure appropriate associate behavior and

productivity.

Participates in departmental yearly budget and formulates requirements for

FF&E and operating equipment.

Interact with individuals outside the hotel including but not limited to clients,

suppliers, government officials, competitors and other members of the local

community.

Co-ordinate functions and activities with other outlets when required.

Responsible for making sure food and beverage items are dispensed to guests in

accordance with standards and guest satisfaction.

Develop and execute trainings identifying the individual need of each staff for

improvement.

Handling the staff evaluation and yearly appraisal.

Empower staff to make decisions which is beyond their capacity

Dealing with customer complaints Achieve given budget and set a target for the

team to further increase revenue.

Establish smooth operation in accordance with the Hotel Standard Operating

Procedure.

Leads the staff in practicing cost saving measures while maintaining the quality

of service.

Delegates tasks for further development of each team member preferences.

Responsible for implementing and maintaining systems of service to minimize

guest complaints and maximize sales.

Restaurant Team Leader – QI21 Sushi and Grills fine dining

Japanese restaurant,

11th April 2012 to 15th May 2013

Joined as aTeam leader fine dining Japanese Sushi and grills

restaurant, Qi21 with a seating capacity of 80 situated on the 21st

floor with stunning views, and so far, we are running a very good and successful

business.

Duties &Responsibilities:

Carry out daily briefing that would lead to optimum guest satisfaction and

confident team members. Delegates’ tasks set a Daily target its help to achieve

budget.

Conduct Basic service training Ex. up sell and suggestive selling, telephone

etiquette, basic food hygiene and food safety, Handling guest complaints, Food

and beverage knowledge. including new employee orientation,

Assisting the outlet manager in day-to-day operation.

Handle guest complaint and resolved and giving proper detail about guest

complaint to manager.

Prepares weekly duty roster and seek approval from the manager

Control stocks and requisition in the restaurant.

Handling Cash and maintain the proper billing and closing.

Demonstrates co-operation and trust with colleagues, Manager, teams and

across departments. Participates as a team player and establishes strong

working relationships to deliver positive results.

Ensures that work quality meets the standards required and completes tasks in a

timely and thorough manner with minimum supervision. Follows standards,

policies and procedures.

Builds and maintains relationships with internal and external Guest.

Understands and anticipates customers’ needs, takes action to address Guest

needs, and strives to exceed customer expectations.

Crowne Plaza Hotel Al Khobar Saudi- IHG Group

2nd June2010 to 15th Feb2012

Restaurant captain –primavera restaurant,

Primavera restaurant an all-day dining restaurant with a seating

capacity of 150 covers Serving International Food, Asian Food,

Arabic Food, and theme night

Crown Plaza is five star hotels in Saudi, IHG Group of hotel with 249 Rooms and

2Royal sweets, 3 Restaurant, and 8 Meeting halls.

Duties &Responsibilities:

Prepares daily assignments of personnel based on the volume of business.

Prepares requisitions of the outlet seeing to it that par stocks are maintained. To

make sure adequate stock of food and beverage in storeroom is maintained and

initiates necessary requisitions and approved transfer forms, inter-department

and ensure that it is documented properly.

Attends to guest complaints and problems regarding services in outlets or

functions and to check all guest complaints, which may have occurred during

absence.

Initiate purchase requisitions, misconduct memoranda, employee ratings,

spoilage and breakage reports and other inter-office memoranda.

Ensure that outlet is clean, orderly and prepared for business, supervises the

setup of bar counters, including the mis-en-place.

To participate in all personnel activities. Performs duties common on all

supervisors and other duties as may be assigned.

Maintaining the updated list of members and keeping them informed of the

happenings.

Preparing and implementing the outlets promotions / theme nights

To monitor and ensure that the daily revenue is deposited with the front office

cashier and summarized properly according to the guidelines set by the

Accounts Department.

To train all new staff in the outlets and let them familiarize with the products

that are sold in the outlet.

Follow the policies and procedures of the Department.

To ensure that the cash machine is in full implementation.

To conduct daily briefings and regular trainings.

To perform all other tasks as requested by the management.

Hashi (Japanese Restaurant), Kuwait and Johnny Rockets

American Restaurant, Kuwait

14th Feb 2008 to 26th Feb2010 F&B Waiter

Restaurant Information:

It is a fusion of Japanese and Chinese cuisine Restaurant in Kuwait,

the seating capacity is 74 covers. Johnny Rockets American restaurant in Kuwait. It

is an America. It has 7 outlets and 42 covers.

Origami Japanese Restaurant, Mumbai, India

1st May 2007 to 31 Jan 2008 F&B Server

Hotel Information: It is a Japanese Restaurant it having 62covers it

is an “A” grade restaurant in Mumbai.

TRAINING & ACHIEVEMENT:

Telephone Etiquette

Basic body language

Be my Guest

POS system, Micros’ Fidelio Material Control and basic Opera

Fire & Safety training and First aid

Department Trainer

PDR (Performance Development Review)

Handling the guest complaints

Food Poisoning, Food Safety and Hygiene

Food and beverage SOP

Train the trainer and leadership

Key Skills and Qualities:

Learning agility and effective personal communication skills.

Decision maker and efficient work package delegator and hard working.

Self-motivation and dedication. Positive attitude.

Strong Guest focused approach.

I hereby declare that all the above information is true to the best of my knowledge

and belief.

Date: 01-03-2022

Place: Bangalore

Contact this candidate