Customer Service Manager

Khalid Mrichcha

**** ******** ***** ***** 407-***-****

Kissimmee, FL 34746 jynzcm@r.postjobfree.com

PROFESSIONAL Innovative, cost-conscious Food & Beverage Manager,

passionate about creating a dynamic

SUMMARY guest experience, ensuring customer loyalty and motivating

staff to deliver unparalleled customer service. Top-ranked in all quality

and service standards at Courtyard by Marriott, Sheraton Four Points,

Hilton Walt Disney World, Epcot Center and others. Fluent in English French

and Arabic.

Results-oriented leader, consistently recommending solutions that

contribute to revenue growth, employee engagement, improved efficiencies

and increased customer service levels.

Exemplary manager and strong motivator, skilled at inspiring confidence,

leading by example and building a loyal, high-performance workforce

committed to quality.

KEY Food & Beverage Operations Management Budget & Financial

Accountability

COMPETENCIES Quality Management Staffing/Training/Team-

Building

Business Development Customer Satisfaction

Inventory Management Marketing Strategies

Vendor Contract Negotiation Change Management

PROFESSIONAL Certified Chef, American Culinary Federation, 1999 -

Present

CERTIFICATIONS Serve Safe, 2008

Food & Beverage Manager, 2000/1997; Professional Food Manager, 1990

PROFESSIONAL Courtyard by Marriott (Ocean Properties Ltd.), Lake Buena

Vista, FL 01/2001 - 12/2011

EXPERIENCE Food & Beverage Director 10 years 11 months

Planned, coordinated and ensured delivery and quality of all food &

beverages for restaurant, banquets and lounge. Hired, trained, led and

empowered a team of 32. Generated monthly P&L and yearly budget. Negotiated

vendor contracts and managed service delivery. Resolved employee, HR and

customer service issues. Hands-on knowledge of dining room, bar and kitchen

operations.

Key Accomplishments:

Partnered with VP to implement solutions that improved operations,

productivity, morale and customer satisfaction, taking the Hotel to the

next level.

Instilled an atmosphere with staff of teamwork, ownership, accountability &

responsiveness.

Driving force in innovating successful marketing, new business and customer

retention strategies.

Took a proactive and consistent approach to stock control, cost control and

cash control; kept labor/food costs 2-3% below corporate objective with

zero waste.

Passed 4 different inspections from 4 companies every 6 months, earning

90%+ for maintaining standards in sanitation, front/back-office procedures

and staff training.

Consistently achieved top scores (100%) for customer satisfaction, speed of

service and quality of food, resulting in customer loyalty and repeat

business.

Ensured Hotel was sought after as premiere location for major business

events and many special events, including weddings and family reunions.

Collaborated with chefs to create innovative menus that kept customers

returning.

Met challenge of booking worldwide group of 1100 students into hotel when

Sales Director said it couldn't be done. Provided breakfast, lunch and

dinner for one week, despite department not being equipped for it. Borrowed

equipment, set up buffets, led staff in working from 5:30AM to 10:00PM and

delivered a "wow" event. Students loved the service and success led to

group booking again for the following year before they left.

Sheraton Four Points, Orlando, FL 02/1997 - 01/2001

Executive Chef 2 years 11 months

Supplied leadership and oversight of kitchen, menu, staff, quality control

and customer satisfaction.

Key Accomplishments:

Delivered all controllable expenses on or under budget every quarter.

Hired, trained and directed kitchen staff and organized the restaurant

team. Created "make it happen" teams with regular team meetings, well-

defined tasks, efficient scheduling and constant motivation/mentoring.

Instituted measures to assure rigorous quality control and minimized waste.

"Supercharged" marketing for Hotel and restaurant by creating a hotel

"theme", incorporating first-ever daily and weekly menu specials and

maintaining a quality-driven environment.

Oversaw prep work to guarantee it was consistent with hotel standards.

Assisted the Restaurant Manager with staff management, including

recruitment, training, evaluation and promotion.

Hilton-Walt Disney World, Orlando, FL 03/1995 - 02/1997

Culinary Specialist 1 year 11 months

Key Accomplishments:

Ranked 1st & 2nd in annual Culinary Cook-Offs.

Ran very successful saut and grill stations, received numerous accolades

for high level of customer service.

Created daily menu specials to stimulate interest and build customer

loyalty.

Built high-energy team of restaurant staff working together to ensure an

exceptional quality of food for guests.

Holiday Inn Main Gate, Kissimmee, FL 11/1990 - 01/1995

Chef de Cuisine - "Super Achiever" Award winner 4 years 2 months

Epcot Center, Walt Disney World, Orlando, FL 01/1987 - 05/1990

Chef 3 years 4 months

TECHNICAL Computer: POS: Fosse, Micros, Marriott Global Source Systems

SKILLS Languages: French, Arabic, English

PROFESSIONAL Hospitality Workshop, American Hotel & Lodging Educational

Institute, 2010

TRAINING Hospitality Management Courses, Marriott Connect-U, 2006

Supervisor Development, Certificate of Completion, World Center

Marriott, 2005

Culinary Diploma, Hilton-Walt Disney World, 1995

Creating Customer Loyalty, Certificate of Achievement, Hilton-Walt

Disney World, 1995

EDUCATION Marriott Connect-U Hospitality Management, Washington D.C.,

2006

Diploma in Business Management, Brand Immersion & Fundamentals

Superior Institute of Hotelerie, Tourism & Hospitality Management,

Agadir, Morocco, 1984-1987

Tourism & Hotel Technician Degree

University Moulay Ismail, Meknes, Morocco, 1982-1984

Associate's Degree in Literature

Moulay Idriss High School, Casablanca, Morocco, 1978-1982

High School Diploma

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