Beverage Manager Customer Service
Resume:
James A. Netzel
Director of Food and Beverage
***- ***-**** ***************@*******.*** East Rockaway, New York 11518 PROFESSIONAL SUMMARY
Forward-thinking Food and Beverage Manager with strong track record of leadership and achievement. Proactive and assertive in managing teams, optimizing operations, and ensuring exceptional service standards. Adept at fostering dynamic and engaging environment that enhances customer satisfaction. Talented in strategic planning and adept at driving business growth through innovative approaches. SKILLS
Cost control Food and beverage operations Labor management Sanitation standards EXPERIENCE
SR FOOD AND BEVERAGE MANAGER, Uniondale, NY
MARRIOTT INTERNATIONAL CONFERENCE CENTER & HOTEL, July 2022-August 2024 Increased beverage sales by 65% monthly by identifying various areas of opportunity/ Grab and Go sales increased 75% by relocating its operational footprint
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Interviewed, trained, supervised, counseled and disciplined Food and Beverage staff for the efficient operation of Food and Beverage outlets Local 6 team members
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• Developed and implement cost saving and profit enhancing measures
• Analyzed forecast and revenue reports to review trends in Food and Beverage outlets
• Responsible for changes to POS as needed which dramatically reduced staff time on check development
• Dramatically reduced unnecessary overtime by implementing new cross training & guidelines approved by local 6
• Trained staff on proper sanitation procedures to ensure a safe work environment.
• Managed employee work schedule, keeping daily shifts properly staffed.
• Resolved conflicts between staff members in timely manner while maintaining professionalism. DIRECTOR OF OUTLETS, Long Island, NY
HYATT REGENCY, LONG ISLAND - HYATT CENTRIC, July 2018-March 2020
• Scheduling, payroll, beverage orders, Inventory controls, event planning
• Organized and conducted pre-shift and departmental meetings
• Increased breakfast average check by $7.50 / lunch average check by $18.49
• Mentored and trained outlet staff on customer service, sales techniques, product knowledge Established strong relationships with local businesses in order to create unique partnerships that drove more traffic into the outlets.
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DIRECTOR OF FOOD & BEVERAGE, Long Beach, NY
ALLEGRIA BEACH HOTEL & SPA, April 2017-July 2018
• Collaborated directly with all vendors to develop beverage menus to increase revenue
• Met with local business owners to assist in community relations to increase outlet revenue and hotel profitability
• Maintained department budgets, payroll, daily communication with owner operations along w/staff
• Increased Banquet & Wedding sales by 35% by offering a additional upselling options
• Increased Pools sales by 400% by re identifying food and beverage options
• Maintaining cost controls and conducting a monthly inventory
• Implemented marketing initiatives designed to increase brand awareness and loyalty programs.
• Conducted regular audits on all outlets within the Food and Beverage Division.
• Proven success in creating innovative menus that drive sales growth. Demonstrated expertise in developing and implementing successful Food and Beverage strategies, policies and procedures.
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• Reviewed menus to determine appropriate culinary adjustments.
• Evaluated kitchen procedures to verify safe and ethical preparation of meals. REGIONAL DIRECTOR OF FOOD & BEVERAGE, New York, NY ST. GILES HOTELS, March 2015-March 2017
Organized industry events such as conferences or trade shows to generate interest in products or services offered by the company
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• Initiatives such as budgeting, forecasting, process improvement
• Fostered a positive and motivating work environment for all team members
• Alcohol and beverage ordering – follow PO buying process
• Conducted training and refresher classes
• Planed and coordinate special events and functions
• Forecasted sales and costs and developed budgets to stay within assigned guidelines.
• Identified cost savings opportunities by streamlining processes in multiple departments
• Created and delivered robust business plan with realistic but stretching targets. Prepared annual budgets for each department within organization and monitored expenditures to assist organization with meeting financial goals.
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DIRECTOR OF OUTLETS, New York, NY
THE PLAZA HOTEL, November 2012-March 2015
• Maintained world class facilities, cleanliness, and repairs with punch lists Ensure consistent and exceptional guest experiences by addressing customer feedback and resolving any issues promptly
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• Ability to work in a fast-paced, high-pressure environment while maintaining attention to detail
• Strong floor presence at all time-flexible-forward thinker
• Mentored and trained outlet staff on customer service, sales techniques & product knowledge Managed day-to-day operations of outlets including budgeting, forecasting, staffing, menu planning, marketing initiatives, and customer satisfaction surveys.
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Provided leadership during high volume periods in order maintain quality control standards throughout the entire organization.
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• Analyzed financial statements to identify areas of opportunity for cost savings and efficiency gains. Mentored and trained outlet staff on customer service, sales techniques, product knowledge, and operational procedures.
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Utilized data analytics tools to monitor performance metrics such as labor costs, inventory levels, speed of service times.
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DIRECTOR OF FOOD & BEVERAGE-ASSISTANT GM, Port Washington, NY NORTH HEMPSTEAD GOLF & COUNTRY CLUB, April 2009-November 2012
• Ordering products for Food & Beverage while maintaining cost controls, monthly inventories
• Developed comprehensive food and beverage menus for various events and occasions
• Oversaw staff recruitment processes including interviewing potential candidates and making final selections
• Utilized strong organizational skills to manage multiple projects simultaneously Ensure consistent and exceptional member experiences by addressing customer feedback and resolving any issues promptly
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Hired, supervised and developed bartenders, beverage cart drivers, servers, host/hostess, snack bar attendants and other employees in the Front of the House F&B department
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• Conduct training and refresher classes for all Front of House F&B personnel in the correct procedures
• Exhibited strong leadership skills while managing staff, delegating tasks and providing ongoing training.
• Managed inventory levels to ensure efficient operations while minimizing waste.
• Conducted regular audits on all outlets within the Food and Beverage Division.
• Recruited, trained and supervised a team of qualified personnel ensuring high standards are met.
• Created an environment focused on safety, sanitation and compliance with local health regulations.
• Displayed exceptional problem solving capabilities when dealing with challenging situations.
• Assisted in the development of promotional materials to boost sales at special events.
• Monitored all aspects of food production from ordering supplies to plate presentation.
• Maintained high standard of cleanliness in kitchen by emphasizing importance of sanitary cooking spaces.
• Scheduled and received deliveries and verified goods received against paperwork.
• Monitored compliance with health and fire regulations to reduce risk.
• Greeted members, escort them to seats and present them with menus and wine lists. DIRECTOR OF OUTLETS, New York, NY
MARRIOTT MARQUIS INTERNATIONAL, January 2005-March 2009
• Analyzed financial statements to identify areas of opportunity for cost savings and efficiency gains
• Identified opportunities for cross-promotion between different outlets in order to increase overall profitability Mentored and trained outlet staff on customer service, sales techniques, product knowledge, and operational procedures
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Provided leadership during high volume periods in order maintain quality control standards throughout the entire organization
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Ensure consistent and exceptional guest experiences by addressing customer feedback and resolving any issues promptly
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• Ability to work in a fast-paced, high-pressure environment while maintaining attention to detail
• Manage staffing, scheduling, and performance evaluations for front-of-house and back-of-house employees
• Plan and coordinate special events and functions
• Monitored daily reports to track sales trends in order to adjust pricing accordingly.
• Ensured compliance with health codes by developing rigorous sanitation standards for all outlets.
• Provided assistance to employees during busy hours to deliver quality service to customers. GENERAL MANAGER-PALM COURT. OAK ROOM & BAR, New York, NY THE PLAZA HOTEL, The Palm Court, August 2003-January 2005
• Managed customer service teams to ensure quality customer satisfaction and increase customer loyalty
• Executed sales and operational activities, producing results that met or exceeded business plan
• Organized regular meetings with department heads to review progress on projects and initiatives
• Prepared financial reports, clearly explaining operational effectiveness, trends and variances
• Manage staffing, scheduling, and performance evaluations for front-of-house and back-of-house employees
• Provided clear direction and set priorities for accomplishing desired actions and results.
• Used customer feedback for improving operations and building brand loyalty. DIRECTOR OF OUTLETS, New York, NY
THE PIERRE HOTEL, Four Seasons, February 2001-August 2003
• Provided exceptional customer service by responding promptly to guest inquiries and complaints
• Analyzed financial reports to identify areas of improvement in the Food and Beverage department Ensure consistent and exceptional guest experiences by addressing customer feedback and resolving any issues promptly
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• Implemented and maintained exceptional standards for French cuisine and table-side service
• Expertise in table-side service, with a thorough knowledge of wine pairing and presentation
• Strong problem-solving skills and a passion for delivering excellence in customer service Collaborated with other departments to ensure seamless integration of services between outlets and other hotel divisions.
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Managed day-to-day operations of outlets including budgeting, forecasting, staffing, menu planning, marketing initiatives, and customer satisfaction surveys.
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• Monitored daily reports to track sales trends in order to adjust pricing accordingly.
• Completed paperwork detailing inventory, sales records, and employee performance.
• Managed employee work schedule, keeping daily shifts properly staffed.
• Resolved conflicts between staff members in timely manner while maintaining professionalism. DIRECTOR OF SHIP OPERATIONS, Honolulu, HI
AMERICAN HAWAII CRUISES, September 1994-January 2001
• Conducted several staff briefing to include FOH/BOH and Bridge personal on ongoing events
• Responsible for all activities, departments, crew and passengers on the overnight shift
• Conducted morning briefing with Captain, Hotel Director and Executive Team of previous night's events
• Created comprehensive training programs for new hires
• Implemented strategies to improve operational efficiency through workflow optimization initiatives
• Utilized strong organizational skills to manage a large caseload of complex projects
• Participated in continuing education programs to stay up to date on current trends in ship and passenger safety
• Responsible for 1200 passengers and 600 crew members Ensured consistent and exceptional guest experiences by addressing customer feedback and resolving any issues promptly
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• Managed multiple projects simultaneously while staying within deadlines.
• Provided leadership in times of crisis or change initiatives.
• Facilitated open communication between departments to improve collaboration among teams. EDUCATION
MARITIME IN MARITIME AWARNESS, Maryland
Pall Hall Maritime Center, August 2000
BACHELOR OF SCIENCE (B.S.), Tempe, AZ, US
Arizona State University, 1990
CERTIFICATIONS
• New York Food Handlers Card Kevin Zarlys Window's on the World Wine Course 12 weeks
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