Customer Service Manager

Nisrine Nina Zahi

Adress : **** integra meadows dr, Davenport Fl 33896

Cell : 954-***-****

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

OBJECTIVE

SUMMARY OF

QUALIFICATIONS

EXPERIENCE

Food Service

To obtain a leadership position that allows me to advance and grow with an organization

utilizing the skills that i have developed over the last ten years of progressive employment in the

hospitality industry.

A highly motivated and dynamic, results-oriented professional with excellent communication

skills.

Proven hands-on experience in customer service and business development with strong

leadership qualities able to manage and motivate diverse teams. Very flexible and a good team

member. Fluent in English, French, Arabic, conversational understanding in Spanish.

Manager of Market Place Restaurant, Mazagan Beach Resort, Kerzner company, El Jadida Mor

From August 15/ 09, till 2012

Helped on the hiring of staff for all the food and beverage departments, which includes

13 Bars and restaurants with different concepts.

Helped on the translation of all the menus in the hotel from French to English

Created and Teaches a training program for Food and Beverage staff before the opening,

since the company's concept was hiring employees that just graduated from hospitality

schools therefore they needed a lot of training and supervision.

Designed, organized, set up the restaurant and the kitchen (furniture, material, food,

beverage

Hosted and organised the opening night at market Place restaurant, with VIP clients

coming from all over the world.

Personal Management for more than 60 staff.

Forecasting, scheduling, inventory, budgeting, ordering through people soft system all

restaurant needs and organizing many special invents

Created standards and procedures to meet company budgets and goal in luxury service.

II

Manager - Restaurant Tuscany, Marriott World Center, Orlando, FLORIDA

From 11/08 to 6/2009

Supervised and executed day to day operations for $2.5 M fine dining restaurant with a

unique focus on guest service and Tuscan cuisine featuring the best Tuscan Wines

available.

Responsible for employee management and guest satisfaction.

Responsible for maintaining all transactions (Cash audits, Par audits, Bank deposits, QA

Audits

Achieved Restaurant budget, Beverage cost and made Margin for all periods by

managing labour and increasing overall sales and profitability.

Planned many Contracted parties and Buy-out events.

Delivered a consistent, enjoyable guest experience.

Responsible for all aspects of business including staffing, Training, Forecasting,

Scheduling, Payroll, Inventory, P&L Critiques, Budget, Updating wine list...

Relief Assistant Specialty Restaurant Manager, Marriot World Center, Orlando,

FLORIDA From 08/07 to 11/08

Responsible for managing three outlets with different concepts: Hawks Landing

Contemporary Restaurant, Tuscany Italian Restaurant and Mikado Japanese Steak house.

Provided functional support to managers by communicating good and providing specific

and detailed follow ups.

Responsible for floor sales, customer service.

Inventory process for each outlet.

Responsible for all aspects of business when covering each outlet.

Conducting table visits throughout every shift.

Monitored payroll for all the outlets.

Increased covers on busy nights by monitoring and managing the seating.

Bar Operations Supervisor, Champions Sport Bar and Lobby Bar, World Center

Marriott, Orlando, FLORIDA From 11/06 to 08/07

III

EDUCATION

CERTIFICATIONS

Responsible for 2 outlets with combined annual revenue exceeding $4.5 million.

Personnel management of 35 associates.

Organized private functions for groups.

Implemented inventory controls, standards and procedures to meet company budgets.

Organized and executed promotions.

Forecasting, scheduling, payroll...

President Casablanca Grill and Lounge, Orlando, FLORIDA from 02/04 to 09/06

Built the restaurant from scratch changed a 3000 sq. ft. space from a warehouse to a

working restaurant, including a brand new kitchen,bar, bathrooms.

Designed and decorated the restaurant myself.

Organize and passed all the inspections.

Acquire all licences inquired.

Hired all companies needed such as,micros system, PEPSI, US Food Service,Credit

Card processor, Payroll companies, Marketing

Hiring staff about 30 employees from servers, bartenders, musicians, belly dancers,

security ….

Made the menu.

Organized events every week ends, hosted dinner shows with band playing and belly

dancer show.

Accounting, managing and much more.

Higher Institute of Tourism. (Graduated on 1998)

Speak French, Spanish, Arabic

Food Allergen Certification / 2008

Foundations of Leadership Certification / April 18, 2008

Supervisor S.P.I.R.I.T Certification / August 15, 2008

Management training certification

Luxury attitude management

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