Guest Experience Team Leader
Resume:
BORIS PEREV *.*****@*****.*** +1-321-***-****
PROFESSIONAL EXPERIENCE:
Current occupation: General Manager- Judson’s Live, Dr. Phillips Center for the Performing Arts, Orlando, FL, Jan 2024 to current.
Previous ocupations:
General Manager - Imperium Food & Wine, Celebration, FL, Apr. 2023 to Jan 2024
Walt Disney World Resort Orlando, Florida, Oct 2006 to Mar 2023:
Managerial Experience: F&B Management (Proprietor F&B, Restaurant Mgr)
Progressive responsibility in multi-venue/multi-million-dollar operations within the F&B division of deluxe and premium resorts, theme parks, and water parks, with professional assignments including Fine Dining (Forbs 5 Stars, AAA 5 Diamonds), Signature Dining, Casual Dining, Character Dining, Quick Service, Private Dining and Functions, and Bars (service, lounge, and pools bars).
Responsibilities:
-Lead by example, and inspire front-line employees and leaders to deliver exceptional and memorable guest experiences. Design a positive work environment that encourages ownership and accountability.
-Using the human resources standards, safety guidelines, and security regulations to provide relevant leadership, development, support, and motivation.
-Engaging and inspiring by being a safety champion and a role model of exceptional guest service by demonstrating a high level of professional conduct and integrity.
-Identify high-performers and further enhance their professional expertise to secure dependable succession planning on every professional level.
-Make every effort to mitigate turnover by monitoring individual performances to ensure appropriate training and development.
-Work with the front-of-house and heart-of-house leaders to determine promotional activities and train the teams on delivering and up-selling cutting-edge food and beverages that drive revenue growth.
-Coordinate daily with the Food Manager (Executive Chef) to confirm operational readiness.
-Build relationships to achieve growth and drive decisions that ensure successful relationships.
-Monitor profitability indicators to ensure sound cost control and labor planning to meet business needs.
-Track consumption and expenditures to identify expense reduction and ensure budget alignment
-Partner with receiving team and vendors to ensure timely delivery of products' quality and quantities', and potential substitutes in case of shortages.
-Conduct effective negotiation and find the most appropriate resolutions to the complete satisfaction of guests and employees in case of incidents, conflicts, and service concerns that ensure seamless and memorable experiences and protect the company's image and operation.
In my role, I foster innovation and bring it to life by creating exceptional products and services, and memorable guest experiences while being a steward and connection to the company's traditions and business objectives, and contributor to the success of my team.
Valencia College, Orlando, FL (School of Culinary Arts & Hospitality), Oct. 2020 to present:
Instructor at the Walt Disney World Center for Culinary Arts & Hospitality
-Restaurant and Food Service Management
Disney Cruise Line, Celebration, Florida, Sept. 1998 to Oct. 2006:
Managerial experience: Continuous progressive responsibilities in the F&B division:
-QSR Dept. Mgr
-Asst. QSR Dept. Mgr
-Restaurant Mgr (Signature, Casual, and Character Dining)
-F&B Training Mgr (Service Excellence Mgr F&B)
-Coordinator F&B
SKILLS, ABILITIES, PRACTICES
Strong understanding of Sanitation standards and HACCP; ability to conduct effective internal sanitation audits.
Demonstrated business acumen, analytical and planning skills, and chain management
Financial awareness- financial analysis, COS, P&L, navigating the operation within budget parameters.
Able to detect expense reduction opportunities to achieve cost efficiencies and revenue growth
Demonstrate a high level of administrative skills, organization, time management, follow-thru skills, and integrity.
Ability to drive continuous process improvement through inclusion and partnership (plan, analyze, implement, observe, measure, reanalyze, correct, and reimplement).
Proven attention to detail and ability to effectively navigate and prioritize multiple responsibilities while holding self and others accountable.
Collaborate with senior and mid-management and other internal and external partners to develop and implement new projects and practices that move the operation to the next level of excellence.
Able to self-direct, delegate, and build trust by applying relevant Leadership.
Computer Literate (proficient with MS Office) and various industry software (POS, BackOffice, etc.).
Multilingual.
Employee steward with a focus on creating a desirable workplace and job satisfaction.
Value and promote respect, diversity, equality, inclusiveness, and equity.
Ability to lead, motivate, partner, coach, train, mentor, and influence positively and productively influence international/multicultural teams.
Ability to administer disciplinary action process through coaching and counseling to improve performance, reposition, transfer, or terminate employment.
Effective labor planning. Strive to eliminate employee turnover and increase talent retention.
Guest-centered and dedicated to creating impeccable guest experiences by using needs assessment techniques, quality service standards, and alternative delivery systems.
Demonstrate ability to deal effectively with concerns and find the most appropriate conflict resolution to achieve agreement, satisfaction, and loyalty.
CERTIFICATES and TRAINING
Sommelier- Court of Mater Sommeliers
Project Management, Project Management Institute, 2020
Hospitality and Tourism Management, Florida Atlantic University, 2020
Post-Crisis Leadership Certificate, University of South Florida, 2020
Executive certificate - Human Resources Management, Strayer University, Washington DC, 2012
Sarbanes-Oxley Act trained as part of the MBA's "Law, Ethics and Corporate Governance" program
EDUCATION
MBA- Strayer University, Majors in (1) Hospitality and Tourism Management, and (2) Operations Management
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