Customer Service Front Desk

PAUL HAGEN

**** **** ***** ****. ***. ***

Long Beach, California 90807

Home: 562-***-****

Email ********@*****.***

OBJECTIVE

Seeking a Server/Banquet Server Position

EDUCATION

Senior at California State University, Northridge pursuing a Bachelor’s of Science Degree in Finance.

SKILLS AND QUALIFICATONS

• Exceptional ability to resolve problems in a professional manner.

• Thorough knowledge of fine dining restaurant standards and procedures.

• Certified bartender from National Bartender’s School

• Knowledge of Micros Point of Sales System.

• Excellent communication, customer service and math skills.

• Language: Fluent in Spanish and English (read and write).

• Computer: Advanced Excel (VBA, Macros), Word, PowerPoint.

PROFESSIONAL EXPERIENCE

07/2009 to 12/2010 Manager. Optica d’ Hagen (Hermosillo, Sonora, Mexico).

• Made an accounting program with 120 T-accounts, work sheet, statement of cash flows, balance sheet and an income statement and entered daily transactions.

• Managed the daily store operations and calculated the budget and cost control in two stores.

• Created a more effective loss reduction / shrinkage system which reduced theft by more than 10%.

• Calculated payroll and performed routine bank transactions.

• Tracked the inventory levels and ordered new products.

• Provided excellent customer service.

08/2003 to 06/2009 Server. Loews Santa Monica Beach Hotel (Santa Monica, California).

• Head waiter in a fine dining restaurant with capacity for 150 guests.

• Trained, spot-checked and followed up on new waiters/waitresses.

• Helped increase the rank of the restaurant to 1st place out of 16 restaurants in the in the hotel chain for the first time in 10 years.

• Greeted guests promptly, courteously, graciously with eye contact, good posture and proper name usage.

• Accurately described menu items, specials, wines, liquors, beers, specialty drinks and their ingredients and preparation.

• Ensured that food and beverage service was performed properly and that every guest received the highest quality service.

• Followed proper alcohol and beverage control regulations, including the identification of minors.

• Performed other tasks or projects as assigned by management staff.

• Completed all side opening and closing duties and balanced the checks with the closing summary reports.

• Worked as a banquet server during large events.

11/2000 to 08/2003 Food and Beverage / Front Desk (MOD). Hotel Casa del Mar (Santa Monica, California).

• Worked in several food and beverage positions: server, banquet server, room service server, bar back, and food runner.

• Worked as the front desk manager on duty and handled guests complains in a 129 room luxury hotel with high levels of patience, tact and diplomacy.

• Performed the work of the front desk, concierge, reservations, PBX and assisted the other departments.

• Helped the accounting department and the night auditors balance the guest ledger and ran daily reports for management.

• Performed bucket check, made necessary changes and reset the system for the next day.

• Met with other managers and passed on pertinent information to ensure quality service.

12/99 to 11/00 Night Auditor. Sheraton Delfina (Santa Monica, California).

• Managed the night audit/front desk operations in a 310 room hotel.

• Reviewed Front Desk logbook daily and followed up on all activities.

• Entered and balanced the revenue accounts in the management property system against vouchers and made corrections and adjustments into the system.

• Performed bucket check and posted necessary changes in the front desk system.

• Posted charges to guest rooms and house accounts.

• Generated the Guest Ledger Summary reports for management and reset the front office system for the next day.

03/98 to 12/99 Front Desk. The Georgian Hotel (Santa Monica, Callifornia).

• Assisted in training the Front Desk staff and ensured that the best guest experience was provided.

• Ensured that policies and procedures were complied with the highest standard of service and guest satisfaction.

• Reviewed room availability status, room blockage, VIP status, amenities and special requests by working closely with the reservations, housekeeping and engineering departments.

• Greeted, registered and assigned rooms to guests.

• Issued room keys and gave instructions to bellmen.

• Posted room rate, food, beverage, telephone, valet and other charges in the system.

• Provided concierge, reservation, PBX, and other hotel services.

• Reviewed charges with guests, checked out guests and welcomed them back.

• Assisted guests with wake-up calls, faxes and voice mail messages.

• Communicated with the front desk and other designated departments and logged on important guests information.

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