Executive Chef Customer Service

Nadia Farhat

Oued Addahab Dakhla Morocco

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

Education

American Academy for Hotel Management

Experiences

**** – 2021 Quality Control Manager

Dakhla Morocco IPP (Imperial Playa Place)

● Ensure Health and Safety to avoid any hazards.

● Observe and comply with the Health and Safety Policy.

● Ensure that HACCP and other local regulations are adhered to in order to ensure the highest good hygiene standards.

● Investigate & provide preventative actions for internal and external non- conformance reports/customer complaints in conjunction with Operational Departments.

● Ensure that all documents & procedure in relation to Quality Management System are accurate and show due diligence.

● Apply the Quality Policy and Quality System established in accordance with ISO 9001: 2000 international standards.

● Ensure that quality standards of products and systems are met by increasing staff quality awareness and staff training on quality.

● Analyze issues and identifies trends.

● Direct property quality efforts to address critical customer requirements.

● Review guest feedback and ensure appropriate corrective action is taken.

● Respond to and handle guest problems and complaints.

● Interface with customers on regular basis to obtain their feedback on product quality, service levels and overall satisfaction.

2015 – 2017 Banquet Manager / F&B Manager

Agadir Morocco Palais des Roses

● Prepare the Business plan.

● Monitor all costs and recommend measures to control them.

● Ensure that each outlet and banquets are individually profitable.

● Ensure that all Hotel Policies and Procedures and Minimum Standards are respected.

● Monitor service and food and beverage standards.

● Meet with clients and attend to the details of their events including weddings; business Meetings and conferences.

● Prepare Banquet Event Agreement.

● Prepare Banquet Event Orders (BEO).

● Work with the Outlets Manager to take corrective action where necessary.

● Liaise with the Executive Chef concerning food matters.

● Assist in management of outlets and banquets when necessary.

● Assist in the identification of market needs both hotel guests and the local market.

● Assist in monitoring and analyzing the activities and trends of competitive restaurants, bar and other hotel banqueting departments.

● Assist in bringing all Outlet Managers, Chefs and the Banquet Manager up to date with market needs and trends and ensuring that their product meets these requirements.

● Ensure maximum revenues and profits of each outlet including Banquet.

● Control & handle all Banquet assets.

2013 – 2015 Banquet Manager (Pre-Opening Team)

Al Fujaïrah, UAE Accor Group, Novotel Ibis Adagio

● Communicate regularly with Captains, Executive Chef and sales department to discuss upcoming events, menu needs and guest requests.

● Liaise with all goods and service suppliers.

● Reinforce a high standard of cleanliness and food safe standards.

● Lead, encourage, inspire, train and motivate employees as necessary.

● Motivate staff to perform duties to the highest level of excellence.

● Brief all employees before the events.

● Greet the contact persons and ensure all needs and expectations are met.

● Consistently observe to ensure all operations run smoothly.

● Maintain exceptionnel guest service standards.

● Anticipate and tend to all guest needs.

● Respond to guest inquiries, concerns and complaints.

● Maintain a presence near all event areas; assist in different areas as needed.

● Balance bills.

2011-2013 Groups & Events Manager.

Doha Qatar Kempinski Residences & Suites

● Translate all English Food menus to Arabic language.

● Ensure all correspondences are and high quality remained.

● Assist the Leasing Manager / Sales team with corporate contract, group information sheets and all related activities.

● Answer all incoming group and event inquiries.

● Assist with customer site inspections professionally.

● Meet with clients and attend to the details of their events including Engagements, business Meetings and conferences.

● Determine availability of space and rates according to knowledge of business pace.

● Prepare and send the event (conferences, meetings and /or engagements) proposal within 24 hours.

● Prepare Banquet Event Agreement.

● Prepare Banquet Event Orders (BEO).

● Follow-up with clients before, during and after the function/event/stay to ensure repeat business.

● Liaise with interfacing departments to provide exceptional service for guests.

● Supervise the events according with the service standards and agreement in the function sheet.

● Send thank you letter after the events to the guests.

● Conduct ongoing rate/events competition check.

● Make reservations on behalf of clients.

● Follow-up clients who utilize property.

2008 – 2011 Events Manager.

Amman Jordan Excellence Business Gateway (EBG)

● Empower customer data base through appropriate propositions and ethical company methods and relevant internal liaison to optimize services quality business growth and customer satisfaction.

● Coordinate all workshops, Demos and Seminars.

● Meet with clients; negotiate when necessary and attend to the details of their events (conference and/or wedding).

● Prepare and send the event (conference and /or wedding) proposal within 24 hours.

● Prepare and send the event agreement and/or amendment and make sure that the documents have been signed.

● Prepare the event according to an action plan.

● Provide and arrange details for: Congress venue, program content, lines of communication, conference rooms, technical support, services, social program, timetable and work flows.

● Define event general theme and concept.

● Ensure that all necessary arrangements and preparations have been made regarding the function (Reservation, Suppliers, AV equipments).

● Prepare detailed cost and budget plan, help to implement a sponsorship program.

● Arrange, coordinate and handle information and advertising.

● Supervise and coordinate activities of Sales personal.

● Fill up checklists to each and every advertiser.

● Ensure that all necessary arrangements and preparation have been properly made by the Sales staff and follow up with IT department.

● Handle guest complaints in a guest-oriented manner; assure that adequate follow up is done.

2006 – 2008 Groups & Events Manager (Pre-Opening Team). Dead Sea Jordan Kempinski Ishtar

● Update the Events Sales notice board with all informative detail which needs to be channeled to all staff.

● Establish programs and direct efforts to achieve Meetings, Conferences, Events and Groups room night goals and develop ongoing and new relationships with customers.

● Ensure that weekly activities report and plan are submitted on time.

● Supervise and coordinate activities of banquet personal in set-up.

● Determine the number of staff members required for the function and coordinate with Outlets managers for extra staff.

● Ensure that all necessary arrangements and preparation have been properly made by the Banquet staff and follow up with kitchen, Engineering, Housekeeping, Stewarding and other departments regarding function arrangement / Suppliers, AV Equipment.

● Fill up checklists to each and every function.

● Liaise with the event organizer prior and during event ensuring that all requirements are dealt with promptly efficient.

● Meet with clients and attend to the details of their events including weddings; business Meetings and conferences.

● Prepare Banquet Event Agreement.

● Prepare Banquet Event Orders (BEO) Liaise with interfacing departments to provide exceptional service for guests.

● Responsible for the cleanliness in the Banqueting department (back office, storages, function rooms and their equipment).

● Secure and organize perfect service.

● Control preparation of the hall and necessary equipment on the basis of discussion of the event and the plan of the banquet on the basis of active communication as an intermediary between Kitchen, Banqueting services, and Banqueting sales to provide high level of services and avoid losses. 2004 – 2006 Room Service/Main Restaurant, Ass Manager (Pre-Opening Team). Amman Jordan Kempinski Amman

● Attend the daily service briefing; demonstrate good knowledge of all menus and menu items of the outlet

● Demonstrate a good hands-on and guest oriented attitude and to encourage the entire Outlet team to do so

● Maintain the outlet area in a good, clean working order and ensure that all opening and closing procedures are executed.

● Take the order from the guest with efficient and courteous way.

● Offer and/or suggest alternatives in case of out of stock items.

● Ensure that the guest order is correctly passed to the kitchen.

● Coordinate with the kitchen regarding food and service.

● Compile with Hotel health safety and hygiene policy.

● Follow up the orders with waiters to avoid any delay.

● Check and assure that par stock level is maintained on a daily basis, fill out and sign Store requisitions.

● Handle guest complaints in a guest oriented manner. Qualifications

Language Spoken Arabic: Mother Language

French: Good in reading, writing and conversation

English: Fluent, excellent in reading, writing and conversation Spanish: Basic (still learning)

Computer Skills Knowledge of Windows, Microsoft office, Power point Internet Application

Micros

Opera System

Digital Signage

Courses Emotional Intelligence Practice /IACET

Dialogue Etiquette / College of Educational Sciences and Literature, UNRWA Food Safety & Food Hygiene / Boecker

Professional Service / Kempinski

Professional Phraseology /Kempinski

Service Leader Ship / Kempinski

Up Selling Technique / Kempinski

Beverage Training (Wine) / Kempinski

Mini Bar Training / Kempinski

Positive Attitude / Kempinski

Terrific on the Phone / Kempinski

Welcoming the Guest / Kempinski

Complaint Handling / Kempinski

Competences Knowledge of Food Production & Service Procedures Listening & Oral Skills

Customer Service Orientation

Address Conflict in a Timely Manner

Contribute to Team Results

Deal with Change Effectively

Able to project a Positive & Professional Image

Individual Characteristics: Creative, Self Organized, Patient, Friendly and Caring Attitude.

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