Customer Service Executive Director
Resume:
ALVIN YEH
**** ********* ***., *** *****, NV ****1
adx6r3@r.postjobfree.com
EXECUTIVE HOSPITALITY PROFESSIONAL
A top-performing executive with 20+ years of successful experience as a professional in Resorts, Hospitality, and F&B industry with a strong focus on curating unique experiences through special events. PROFESSIONAL PROFILE AND CORE COMPETENCIES
• Comprehensive background in business management, resource allocation, supply procurement, budget management, sales, strategic planning and financial statements
• Natural leader with the ability to motivate, train, create a positive and team-working environment
• Rare balance of operational and marketing excellence with focus on VIP customer service
• Exceptional learning curve; capable of working with others and embracing teamwork and new concepts
PROFESSIONAL EXPERIENCE
Gaming Bartender, PKWY Tavern, District, Oct 2021 - Present Executive Director of VIP Development, Resorts World & Zouk Group – May 2021 – Oct 2021 Director of Restaurants & Bars, Sheraton Waikiki, Honolulu, HI – Aug 2016 – Sept 2020
• Oversee all 7 venues in the Resort, including 2 pools, restaurants, IRD, Pool bar, & nightclub
• Successfully increased revenue in 2016 and 2017 while lowering food, beverage, and labor cost, increasing net profit margin by 8%
• Hired and trained all new managers in outlets including 2 GMS, 2 managers, 2 asst managers and implemented new food & beverage coordinator to the team
• Crafted new promotions to drive revenue and covers; artists relationship/bookings
• Directly handle all high profile, influencers, and celebrity guests Managing Partner, YMpire Hospitality Group, Las Vegas, NV – Feb 2015 – Aug 2016
• Created and managed a hybrid, customized hospitality company that functions as a VIP concierge for clients and visitors to Las Vegas with extensions to other popular cities Customer Development & Intl Marketing, Drai’s Beach Club/Nightclub, Las Vegas, NV – Mar 2014 - Feb 2015
2
• Handpicked by managing partner to head development of VIP Team
• Established and maintained position as top 1% producer while mentoring VIP Marketing host team
• Motivate VIP Marketing host team and create ways to help them meet nightly, weekly, monthly, and annual sales quota
VIP Services Manager, XS and Tryst Night at the Wynn, Las Vegas, NV – Dec 2008 – Nov 2013
• First person to be recruited back to the Wynn Team to open the most ambitious $100-million-dollar nightclub, XS
• Responsible for recruiting, hiring, training, and implementing policy and procedures for a team of 100+ for grand opening of XS with extension to Tryst operations as well
• Upheld duties of pre-opening while quarterbacking the VIP Operations; responsible for the strategic placement of 150-200 table reservations nightly to maximize revenue and provide the best possible experience for VIPs
• Produced over 1 million in sales and in the top 1% all 5 years of service Executive Director of Operations/Consultant, Level 4 Nightclub, Honolulu, HI – May 2008-May 2009
• Head hunted by owner to develop/open Hawaii’s largest, most-exclusive nightclub in a $22 million dollar showroom build out; critical decision-maker in venues name, design, furniture, fixtures, functions, infrastructure, operations and marketing
• Led development and execution of all aspects (policy, procedures, employee handbook, labor, ordering, inventory controls, budget, forecasting, revenue management, schedules, menu etc.)
• Hired/trained 4 managers, 4 leads in respective depts. Each with no previous mgmt. experience as well as 60+ employees
• Generated sales forecast and presented to investors pre-opening; submitted nightly, weekly, and monthly sales forecast and budgeted liquor orders and labor percentages accordingly to ensure accurate inventory and cost management
• Established and managed all off-night promotions, headline DJ’s, special acts, and one-off events
• Closely integrated with vendors to maximize order efficiency, sponsorships and promotions General Manager/Partner, Pearl Ultra Lounge, Ala Moana Shopping Center, Honolulu, HI – June 2006 – May 2008
• Hired, performed orientation for new hires, handled all HR issues, and trained the entire staff of 40+ front and back of the house employees on all aspects of customer service, operations, menu, food/service quality, performance expectations
• Maximized profits through effective cost controls, staff scheduling, inventory management, and ordering
• Developed/executed revolutionary local marketing strategy that created new, popular and desired event support
• Steered the popularity trend of mixology and craft cocktails in Hawaii and brought down master mixologist, Francesco Lafranconi, to create signature cocktail menu with an upscale, polished experience factor
3
• Spearheaded upscale VIP operations progression in Hawaii by detailing the finer points of European Bottle Service
Manager, Spearmint Rhino, Las Vegas, NV – June 2000 – Sep 2006
• Work ethic, full breadth experience and reputation resulted in owner selection/request to manage entire club operations
• Responsible for sales and all aspects of operations in gentlemen’s club with over $100 million annually
PROFESSIONAL REFERENCE UPON REQUEST
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