General Manager Customer Experience

Carlos Rodriguez Pineiro

213-***-**** • ***************@*****.*** • linkedin.com/in/carlos-p-b2261721b Specializing in the Hospitality and Restaurant industries—mentored by 23 Michelin Star-holder Alain DuCasse. Practiced in all facets of the business. Highly successful in ensuring profitability, excellent customer experience, fostering employee development and eliciting high levels of performance. History of excellence in establishing and nurturing successful working rapport with the extremely discerning international vacationing public, vendors and staff. Maintains a close working relationship with A-list entertainers. Highly skilled in mediation, negotiations and controlling expenditures. Extremely motivated and innovative individual who consistently explores new avenues for generating revenue, more efficient ways of managing operations and creating an excellent atmosphere for guest relations. Written and spoken fluency in English, French and Spanish; conversant in Italian and Portuguese. GateGroup / JFK Int’l Airport Queens, NY

General Manager, JFK Lounges – Terminals 1 & 4 (October 2024 – Present)

■ Managing operations and coordinating daily activities in hospitality, culinary and infrastructure, continuously improving processes to ensure smooth functioning of all lounges under my purview

■ Ensuring compliance with F&B standards, hygiene regulations and local requirements

■ Supporting occupational safety, fire protection regulations and first aid measures

■ Acting as first point of contact for our clients, I set the tone for their experience and foster a warm, welcoming, care-free ambiance between destinations.

■ Selecting/hiring employees; conducting evaluations & providing mentorship for professional development

■ Leading and motivating my teams to ensure operational requirements are met and initiating disciplinary actions when necessary.

■ Overseeing operational cost factors, including purchasing, material use and staff scheduling

■ Monitoring budgets to guarantee efficient use of financial resources and meet economic goals

■ Managing negotiations with service providers, vendors and suppliers, representing operational interests

■ Spearheading projects related to construction and/or renovation of loungers, coordinating technical installations and collaborating with partners

Paris Lounge by Jean Georges at TWA Hotel / JFK Int’l Airport Queens, NY General Manager (February 2024 – September 2024)

■ As leader of an on-trend national brand, I create and deliver first-class experiences for the travelling public.

■ Leading by example, I embody the company’s core values TRIFIC (Trust, Respect, Integrity, First-Class, Innovation, Commitment.

■ Provide 100% support and commitment to achieve the company’s strategic goals, including profitable growth, guest satisfaction and associate engagement.

■ Promote and enforce a culture of empowerment. I mentor every employee to reach their full potential, setting clear performance goals & expectations and providing the tools needed to achieve them.

■ Ensure that all HACCP-related initiatives are being followed. Monitor and enforce compliance with sanitary practices for food handling, maintaining a pristine kitchen and dining areas, adhering to food preparation

& presentation standards, as well as brand-specific training.

■ Operational duties include but are not limited to:

■ analyzing financial data on a daily basis and take appropriate action to maintain profitability

■ maintaining acceptable food cost percentage and minimize spending by overseeing food & beverage purchasing, quality/cost control and ensuring all recipe & portioning standards are followed

■ monitoring supply purchases, utility usage and miscellaneous expenditures, adjusting as needed to ensure profitability.

■ ensuring personnel/payroll related administrative duties are completed accurately, on time, and following company policies and procedures.

■ reviewing financial information frequently with management in order to reach financial goals. Continued on reverse

Carlos Rodriguez Pineiro (continued)

Fingerprint Productions New York, NY/Las Vegas, NV/Los Angeles, CA Founder/Director, Special Events (on as-needed basis)

■ Consultant to an elite clientele in orchestrating every aspect of high-profile events. Providing expertise and best practices for launching outstanding, yet cost-effective special occasions. Hilton Universal City Universal City, CA

Food and Beverage Manager (2021)

■ Directed and organized all administrative functions and planning of the Food & Beverage department to meet the daily needs of the operation; helping maintain the highest standards of food and beverage quality, service and marketing.

■ Implemented effective controls of food, beverage and labor costs.

■ Ensured compliance with health, safety, sanitation and alcohol awareness standards.

■ Interviewed, trained, supervised, counseled, scheduled and evaluated staff.

■ Maximized profits through ensuring consistently outstanding quality of food, beverage, atmosphere and customer service.

Le Petit Paris Downtown LA, CA

Director of Special Events and VIP Relations (2018-2020)

■ Worked closely with clients through the entire event-planning process beginning with identifying the particulars for the event; setting up contracts and payment schedules; developing working budgets; providing creative guidance, when solicited; securing all equipment and event essentials.

■ Availed myself to clients 24/7 ensuring my complete dedication to each event through the completion of the event and final billing.

■ Worked in tandem with the Chef to create special menus to guarantee that every event was a singular and unique experience.

■ Co-ordinated entire staff to review scheduled events and event complexity to avoid potential service challenges and failures.

■ Ensured event space, equipment and inventory levels are maintained to maximize customer satisfaction and revenue opportunities.

■ Accurately tracked and recorded event spending and facilitates timely billing.

■ Developed working relationships with outside vendors and established prices and service agreements to enhance the event experience and to increase additional revenue opportunities for the restaurant.

■ Served as liaison with high-profile VIP clients, overseeing all special requests ensuring complete anonymity and privacy.

Casa Que Canta Zihuatanejo, MEXICO

General Manager (2012 - 2018)

■ Hired to maintain this renowned luxury property’s unique and celebrated reputation.

■ Supervised and coached all Service Leads—Hospitality Manager, Event Manager, Food & Beverage Man- ager, Mar y Cielo Restaurant Manager and Spa Manager—uniting, motivating and empowering them to build mutual trust and disseminate knowledge and guidance to their teams.

■ Executed operational strategies & implemented trainings regarding policies, safety, efficiency, hospitality

& customer service ensuring that employees shared the intrinsic desire to exceed expectations of our guests.

■ Conducted regular open forums promoting honest discussion to ensure all employees were of one mind in fostering and preserving our “sanctuary for the senses” mantra.

■ Coordinated with Marketing/Public Relations Department for all marketing and sales initiatives via social media, advertising, public relations and strategic partnerships.

■ Reviewed/verified daily reports; responsible for bank deposits, petty cash, guest relations, public relations, facility inspection, maintenance of accepted standards of operations, monitored performance & forecasting; maintained general ledger, profit and loss, and budget reconciliation. Continued on reverse

Carlos Rodriguez Pineiro (continued)

Digits Restaurant & Piano Lounge Wes Hollywood, CA General Manager (2008 - 2012)

■ Responsible for all aspects and operations of both front and back of house

■ Oversaw direct sales & profitability of fine dining establishment with a history of over 30 years in the highly competitive and discerning West Hollywood community.

■ Updated decor, staff and entertainment to stay relevant and profitable in a highly competitive market.

■ Worked in tandem with the Cordon Bleu chef to develop recipes and menu based on guest trends, preferences and seasonal considerations.

■ Sourced vendors and negotiated inventory costs.

■ Extensive Profit/Loss experience in standardization of portions; implementation of labor cost controls and end-of-month, daily & weekly transactions.

Accreditations

Cornell University of Hotel Management

■ Master Certification in Hospitality Management

■ Certification in Revenue Management

■ Master Certification in Food Service Management

CPR Certification

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