Service Manager

Melvin Cannon

**** ***** *****

Rancho Cucamonga, CA 91730

Home 702-***-****

Cell 702-***-****

Email: bk3upx@r.postjobfree.com

QUALIFICATIONS SUMMARY

· Extremely productive in a high volume, high stress, environment due to 12 years of guest service relationships

· Implemented and evaluated the training of Immaculate Steps of Service for Cocktail Servers, Server Assistants, Bartenders, and Bar backs

· Generated repeat business through successful client follow-up and highly personalized attention to details

· Responsible for the supervision of a staff of 80+ people within the Guest service department

· Accustomed to performing bar duties such as inventory, staff selection, and training of personnel for all bar service positions.

· Managed the needs/requirements of ALL high revenue VIP guest accounts through extensive interaction and observation of guest requests

· Dominated guest bottle service based on client feedback through the development of new policies and procedures. Successfully handled all VIP and SNFU guest issues

· Experienced in All Facets of Interviewing Process

· Conducted Fine Dining & several bottle service etiquette workshops

· Knowledgeable in Aspects of Marketing & Advertising

EMPLOYMENT EXPERIENCE 


2007 – Butler Supervisor / Lead Butler

2010

· Guide guests through all phases of their experience in the Baccarat areas

· Exhibit proper knowledge, and service delivery of in-suite dining

· Resolve guest complaints, ensuring guest satisfaction

· Maintain cleanliness and stock of their assigned areas, side stations, tables and POS stations

· Check the status of all orders and ensure that they are delivered within designated timelines

· Greet guests in a positive, friendly manner and make them feel welcome

· Assist in the arrangement of personal services, such as haircutting and styling, manicure, massage, etc.

· Exhibit proper knowledge and service delivery of both non-alcoholic and alcoholic beverages

· Consistently follow sequence of service utilizing all proper procedures standardized by the Hotel Management

· Report any deficiencies or safety hazards to Management and coordinate corrective action

· Detect flaws relating to service standards, and make corrections prior to service delivery

· Itemize bills correctly

· Bid farewell to guests, using guest’s name when known, and encourage them to return

· Anticipate the guests’ needs and respond appropriately with a sense of urgency

· Work as a team, assisting all guests’ and employees’ needs and inquiries

· Effectively communicate with Management, other departments, Chefs and Culinary Staff in order to fulfill and address any issues or needs requested by guests and or other employees

· Maintain the confidentiality of all guests and business practices

· Perform other job related duties as assigned

· Maintain complete knowledge of and comply with all departmental policies, procedures and standards

· Maintain positive guest relations at all times

· Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately

· Maintain complete knowledge of: all liquor brands, beers and non-alcoholic selections available; the particular characteristics and description of every wine/champagne by the glass and major wines on the wine list and guest room layout; locations and room numbers/names

· Open and serve wine/champagne bottles in accordance with departmental standards Check storage areas for proper supplies, organization and cleanliness Inspect table set-ups; check for cleanliness, neatness and agreement with guest's order and departmental standards

· Check bar set-ups, buffet/reception tables and coffee breaks for cleanliness, attractiveness and layout; ensure agreement with function order and department standards; ensuring replenishment of items as specified and requested by group contact

· Organize, coordinate and direct staff in set-up, delivery and retrieval of amenities in accordance with departmental standards

2005 - 2007 


Nightclub Service Manager 
Tao Restaurant and Nightclub; Las Vegas, NV

· Exceptional leadership, organizational, oral/written communication, interpersonal, analytical, and problem resolution skills. Thrive in both independent and collaborative work environments allowing me to properly manage 250+ staff members nightly

· Evaluate and analyze existing and proposed training standards/policies, recommend changes, and investigate impact of proposed changes on guest satifaction

· Coordinated Several of the most impressive Special Events Performances and Presentations from todays A+ list Actors, musicians, comedians, atheletes and Fortune 500 executives including Madonna, Jay-z, Alicia Keys, and Robin Thicke

· Confirm that all cash boxes were balanced with the nightly deposit and managed employee schedules.

· Drastically reduced losses in all departments regarding liquor waste,
stolen products and breakage buy over 2k per week.

2005 - 
2003

Lead Server Captain 
P.F.Changs; Las Vegas, NV

· Hired as day time server and promoted to evening trainer/captain immediately after 90 day probation period

· Responsible for supervising closing servers. Supervised all private events acting as extensions of management while on the floor.

· Cocktail order and service, POS food order entry, upsell of appetizers and desserts and wine, food service, and table kept neat, wine service with waiter’s key, check drop, credit card run, extreme customer geniality that creates an atmosphere for customers returning, professional demeanor always. Wages: minimum plus tips in which I was consistently the highest earner

2003 - 
1998

Assistant Help Desk Manager 
Merck-Medco RX services of Nevada Inc; Henderson, NV

· Member of a 8-person IT staff serving 2 offices of 3200 people.

· Regularly perform hardware and software maintenance

· Documented security policies and procedures, and maintained reference library

· Identified, analyzed, and solved user problems and security violations

· Led a workgroup creating process improvement for the divisions Help Desk to educate users

· Directly responsible for maintaining service levels within the company

PROFESSIONAL AFFILIATIONS

Las Vegas Internet Chamber of Commerce, 2006 - present (Active Member) 
City of Las Vegas Corporate Challenge, 1998 - 2005 (participant/ official - present)

EDUCATION

High School diploma, Ontario high school; Ontario, CA

CompTIA A+ Certification

CompTIA Network+

References available on request.

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