Customer Service General Manager
Resume:
Robert E. Reid
Columbia, MD 21044
*******@***.***
Home phone: 410-***-****
Cell phone: 410-***-****
Professional Summary
I am a highly motivated, responsible, hardworking, conscientious,focused and detailed manager with over 15 years experience in the customer service/ hospitality industry. Known for displaying leadership qualities, proven team leader, hands-on management style and multi tasking. I am seeking a position in within your organization where I can bring immediate value and strengths while developing my current skills further.
Experience
2015– Present Sales Manager, Phillips Inc. (Self Employed) Ellicott City, MD On line Computer sales, customer service and follow-up, inventory controls, building new clientèle base and product evaluation, Working with a variety of on line used computer based companies to offer them all of the IT equipment they need to run their business. Building ongoing relationships to continue to supply them with the equipment they are requesting.
2013-2016 General Manager, The Columbia Inn at Peralynna, Columbia, MD Responsible for all aspects of a 18 room Bed & Breakfast, Daily reservations, event planning and coordinating, Guest relations, concierge, menu planning, food preparation and service,event set up, routine maintenance, AM and event cook, housekeeping monitoring, ordering, inventory, staff supervision, local marketing. Main focus was on guest interaction from check-in, to food service, to dining and local attraction suggestions, to check-out.
2012-2013 Seasonal Supervisor/Assistant Manager, Macy's, Columbia MD Seasonal supervisor with responsibilities including customer service, daily inventory, receiving, merchandising, staff supervision, daily and weekly reports and cash and revenue consolidation and reporting. Focus on presentation, quality, cleanliness, selling techniques, customer input and satisfaction. 2010-2012 Manager/ Server Basil&Thyme, Ridgewood, NJ New restaurant opening with focus on customer service,Cash & sales reports, hiring, scheduling, training,food prep, dessert presentation and service,team work, menu knowledge beverage and wine service. Cleanliness and maintenance of entire restaurant.
2008-2010 Manager/Server, Fratelli’s Italian Restaurant, Ridgewood, New Jersey Monitor dining room a on a daily basis, daily cash consolidation and reports, hiring, training, Guest relations, inventories and BOH duties. Server responsibilities include taking orders, wine service, side work, menu knowledge Guest satisfaction and interaction, food running, pre bussing, barista and overall maintenance and cleanliness of the restaurant.
2006 - 2008 Manager, The Cheesecake Factory, Hackensack, New Jersey Manage all aspects of restaurant generating annual sales in the $14.5 million ranges. Maintain daily control of scheduling, forecasting and inventories. Monitor the floor & Expo on a daily basis to uphold and maintain expected food and service quality. Involved in weekly P&L meetings, service seminars, new menu rollout and training. 2005-2007 General Manager, Fox Sports Grill, West Nyack, New York Manage all aspects of restaurant generating annual sales in the $4.5 million range annually. Control and monitor P & L with emphasis on Labor, COG, Direct Operating and Gross Contribution. Maintain daily control of scheduling, forecasting and inventories. Monitor the floor on a daily basis to uphold and train the FSG vision. Responsible for Private function and banquet set up, staffing, menu layout, menu preparation and guest relations.
2004-2005 Assistant General Manager, Hard Rock Café at Foxwood's Casino and Resort, CT.
Manage all aspects of Café with potential earnings exceeding $12 million annually. Areas of responsibilities include inventory control, scheduling, forecasting, variance reports and distribution reporting. Monitor and control all aspects of P & L with major emphasis on Total Labor, Detailed Labor, COG,Promo and Discount, Overheads, Administration, Contribution and Flow-through. Oversee Café on a daily basis to maintain high guest satisfaction, service and food quality, and overall cleanliness and promote the HRC values and culture.
Opening Assistant General Manager for Hard Rock Café at the Foxwood's Casino & Resort in Mashantucket, CT. Involved in all aspects of opening procedures.
1996–2004 General Manager, McCormick and Schmick's Seafood Restaurant. Manage all aspects of restaurants generating annual sales in the range of $5.5 -10.2 million annually. Control and monitor entire P & L with emphasis on Labor, COG, Direct Operating and Gross Contribution. Maintain daily control of scheduling, forecasting, inventories, variance reports and distribution reports. Work the floor on a daily basis to maintain and train our concepts of Highly Satisfied Guest, The Five Foot Rule, and Four Wall Marketing and teach our company's philosophy of "Guest Satisfaction Above All Else".
* Maintained or Exceeded Budgeted Sales on a Quarterly Basis.
* Opening General Manager for both McCormick & Schmick's in the New Jersey region.
1995-1998 General Manager, Harborview Marina and Yacht Club, Baltimore, MD.
General Manager. Harborview Marina and Yacht Club, Baltimore, MD. All FOH responsibilities for an 85 seat fine dining restaurant, 225 seat Banquet facility overlooking Baltimore s Inner Harbor and a 200 seat outdoor dining/bar patio (Open from May to September). Overall sales in the range of $5.5 million annually.
* Increased Restaurant sales by 32% by focusing on downtown Hotel Concierge Program.
* Reduced overall COG by 8.9% by lowering bar cost from 32.5% to 24.9% and focusing on waste and loss of inventory in the BOH.
* Increased outside bar revenue with the addition of a casual lunch and dinner menu and delivery to all boats in the Marina. Computer Skills
Microsoft Programs, Squirrel, Micros, Aloha, PageMaker, Rosnet, POSI Touch,
Dine Point, Rpower
Education 1983 - 1986 Salisbury State College
Honors & Activities
* Member of the Somerset Business Association.
* Member of the National Restaurant Association.
* Member of the Hackensack Chamber of Commerce.
* Member of the Baltimore Concierge Association
* Serve Safe Certified
* TIPS Certified
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