Front Desk Customer Service

Joyce Turchetti

Burlingame, Ca

*********@***.*** +1-415-***-****

• Respected leader with more than 25 years in Hotel and Restaurant management with the ability to achieve company profitability within first twelve months by utilizing effective listening skills communicating goals and concerns with employer and employees.

• Excels in developing repeat clientele and penetrating target markets to produce new revenue for company. Managed over 5 million dollar operations. Succeeded in increasing REVPAR, ADR, OCC, and maintained high customer service scores. Expert in motivation to ensure employee focus is on delivering superior customer service.

• Successful lead in Business Community Planning and Strategic Planning with top management officials/owners.

• High ability to think quickly, analytically, strategically, and accurately. Objective

Looking to bring my award-winning management abilities to properties who is in need management who can make sound decisions, implement a style of management to increase sales, lower employee turnover and make a solid impact on the bottom line. Ownership style of management and passionate about the hospitality industry since beginning my career in hotels and restaurants. Work Experience

Director of Operations/General Manager

Epicurean Group - San Rafael, CA

August 2020 to Present

Direct and control day to day operations by scheduling labor, ordering, motivating, and developing the team. Served over 1200 meals a day in addition to catering. Proficient with regards to P&L,, inventory. Created training manuals and help set operating goals and objectives. Guided recruiting, training and staff recognition policy. Maintained high staff morale with low employee turnover. Implemented Occupational Safety and Health Dept regulations. Managed budgets, forecasts and inventories.

GM/Director of Operations

Aramark at Western Carolina University - Cullowhee, NC March 2019 to March 2020

Managed over 200 employees with direct responsibility to five national chain outlets including Panda Express and Starbucks. Responsible for Invoices, POS training, Salesforce, ICIMS, ADP, and receipts, and cash balancing.

Owner

Turchetti Special Event - Los Angeles, CA

August 2014 to March 2019

Sought out Pharmaceutical Reps and cultivated contracts to be the caterer of choice starting with three and grew to over 100. All daily operations, marketing, legal, and development of SOP. Food and Beverage Director

Normandie Casino - Los Angeles, CA

May 2010 to August 2014

Earned a 98% customer service score never seen by the casino prior to my arrival. Managed over 160 employees, large open bar, lounge service in casino, deli, full-service restaurant and all purchasing for food and beverage.

Hotel Operations

Varied - Los Angeles, CA

September 1985 to August 2010

Held roles in hotels beginning with laundry, housekeeping, housekeeping manager, room service, front desk, front desk manager, IT trainer, HR, night auditor, expert in all F&B roles, Food and Beverage Director, AGM, and General Manager. Highly proficient in customer service, operations, human resources, budgeting, forecasting, training, P&L, hotel sales, catering and food and beverage. Assistant General Manager

Holiday Inn Miramar - San Diego, CA

September 2008 to May 2010

Began as Food and Beverage Director and promoted to AGM within six months. Responsible for front desk, F&B, and Housekeeping. Held exceptionally high customer service scores. The hotel as a team won the Torch Bearer Award presented by IHG.

President, Board of Directors

BICE RISTORANTE

Palm Beach, FL

May 1990 to Present

Currently hold the position of President on the board of Bice Restaurant of Palm Beach, Florida. Began this journey with good friends in 1991. Bice uses my input for to implement new menus and SOP’S. Attend meetings where voting is required via zoom. Operations Food Retail Manager/GM

Certifications

IHG Holiday Inn Express General Manager * OSHA 10 * ServSafe Harassment Prevention* ServSafe Food Handling Management Certification * CPR Certification * TABC * Certified Bartender License Servesafe Allergens Certified

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