Customer Service Hotel General

Jose Martinez

**** ****** ****, ******* *******, IL 60169 847-***-**** ****************@*****.*** Profile

Over 25 years of solid success in meeting sales targets, exceeding customer expectations, reducing operating costs, streamlining workflows and achieving lean operations. A seasoned hotel operations manager with the depth and breadth of experience in Kitchen, Banquet, Convention and Outlet Management. A multi-tasker who excels at staff training and recruiting, with a track record of inspiring great customer service and customer satisfaction. Consistently exceed sales goals. Expertise in partnering with Sales to meet sales and service targets; upselling hotel offerings; maximizing productivity of Kitchen, Banquet, Convention and Outlets; supplier relations and pricing negotiations; inventory management and control; payroll reporting and cost control; and hiring and training of employees on customer service skills, food & beverage knowledge, sales and health & safety standards. Experience

MARRIOTT HOTELS 2009-2010, 2018-PRESENT

· Joined the Chicago Marriott O’Hare on April 25, 2023 to present.

· Joined the Chicago Marriott Northwest (May 24–April 25, 2022) as a member of the initial operations team that re-opened the hotel following the lifting of COVID-19 restrictions by the State of Illinois.

· As F&B Director at the Marriott Hotel Schaumburg (2018–2021), directed the daily operations of Kitchen, Banquets and Restaurant, In-Room Dining and Bars, including ordering, scheduling, inventories, cost control, forecasting and payroll.

· Managed over 15,000 sq ft Banquet and meeting space of up to 600 people per event and supervision of 50 employees (managers, supervisors and line staffs).

· Cut Beverage costs from 20% to 19.6% and Food costs from 25% to 21.6% through operational efficiencies and reduced waste. Consistently met quarterly goals in every single category.

· Started career with Marriott Hotels as Banquet Manager at the Marriott Hotel Schaumburg (2009– 2010). Directed the daily operations of Banquet, Restaurant, Lounge, Room Service and Coffee Bean Counter. Teamed up with Sales to bring in CME Resource to Marriott, a $500K business. EMBASSY SUITES 2004-2009, 2011-2018

· As F&B Director at the EMBASSY SUITES NAPERVILLE (2015-2018), managed the daily operations of Kitchen, Banquet and Restaurant and Bars. Managed 15,000 sq ft Banquet Ballrooms of up to 1,000 people per event, including supervision of 50 employees (managers, supervisors, and line staffs).

· Prior to moving to this location, this hotel had a bad star rating, with many complaints. Thereafter, Trip Advisor has ranked it as the #1 hotel in Naperville. It had also garnered a 150% Comset performance.

· As F&B Director reporting directly to the Hotel General Manager at the EMBASSY SUITES SCHAUMBURG (2011-2015), managed the Kitchen, Banquets and F&B outlets, including supervision of chefs, banquet manager and 40 assistant and servers.

· Managed $1.2M in F&B sales in first year with the hotel. Steadily built-up F&B sales year-over-year.

· Completed TIPS training re-certification for all F&B team members. Jose Martinez, Page 2

EMBASSY SUITES, CONTINUED

· Started career with EMBASSY SUITES as F&B Director at the EMBASSY SUITES SCHAUMBURG (2004- 2009). Reporting directly to the Hotel General Manager, managed the Kitchen, Banquets and F&B Outlets. This included supervision of chefs, banquet manager and 40 assistants and servers.

· Partnered with Sales to close over $1M in large account businesses. Achieved record F&B sales in 2007.

· Conducted TIPS re-certification classes for all F&B team members.

· Awarded “Manager of the Year” for two years in a row. Promoted from Banquet Manager to F&B Director.

PHEASANT RUN RESORT ST CHARLES 2010-2011

· As Director of Outlets, managed 10 outlets, including supervision of 10 line employees and managers, staff hiring and scheduling, inventories, ordering and cost control.

· Redesigned existing inventory system and ordering and food storage practices, resulting in 4 points.

· Manager in less than a year. Subsequently promoted to F&B Director. HOLIDAY INN INTERNATIONAL ROSEMONT 2003-2004

· As Assistant Banquet & Convention Manager, managed Banquet and Convention with 15 meeting rooms, including supervision and training of 35+ line employees.

· Turned around many customer complaints into positive feedback. Received numerous ‘special thanks’ letters from customers.

DOUBLE TREE GUEST SUITES DOWNERS GROVE 2001-2003

· As Outlet F&B Manager, managed Restaurant, Bar, Room Service, Executive Lounge, Coffee Shop, Gift Shop and Weekend Breakfast/Atrium. Supervised up to 20 staffs.

· Reduced beverage costs by 20% through tight inventory control, weekly inventory and negotiated favorable pricing from suppliers.

· Turned around a low-morale team into a winning, customer-driven team. HYATT HOTEL SCHAUMBURG 1993-2000

· As Assistant Banquet Beverage Manager, hired, trained, and supervised up to 10 bartenders and bar porters.

· Introduced a new inventory control which reduced beverage costs by 20% Training & Certifications

· TIPS Trainer Certifications, State of Illinois

· ‘Genuine Care Right from the Start’ Training, Marriott Hotels Computer & Software Skills

· CITY Micro Systems Microsoft Word

· Delphi Accounting & Inventory Microsoft Excel

References & Supporting Documentation Furnished Upon Request

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