Manager Customer Service
Resume:
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|Phone 002*********** . E-mail k55ht5@r.postjobfree.com |
|Franck MASSICARD [pic] |
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|Professional experience |
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|rc |
|Summary of Qualifications: |
|With over 14 years experience in the hospitality industry, and more than 8 years |
|in management and 2 years at executive management level, makes me an ideal |
|candidate for this position. Having worked as a F&B Manager onboard a luxury |
|cruise liner has afforded me the ability to work over a diverse cultural |
|spectrum. |
|Working under extremely challenging conditions has honed my ability to adapt and |
|meet challenges head on. I am used to working long and extended hours, without |
|the luxury of time off, having opened a few 5 star hotels. My focus is on results|
|driven marketing strategies in order to promote and generate revenue. I put |
|emphasis on motivating and training staff through programmes which allow |
|individuals to reap their full potential. A well trained and happy team will |
|always ensure that the guest gets the best service and attention. |
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|April 2012- till present |
|Fleuve Congo Hotel DRC, Kinshasa |
|5 Star Hotel with 237 rooms |
|Deputy General manager/Acting GM |
|Opening of the hotel |
|3 restaurants 4 bar 5 conference rooms with 500 pax capacity (combined) |
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|I was appointed as Deputy GM, but have since been acting GM in the presence of an|
|absent General Manager. I have been involved with the entire project from the |
|start. I recruited all hotel staff, training F&B and Sales & Marketing |
|departments. I created the F&B menus, having a very strong background in this |
|department, as well as local knowledge as I have been here nearly 3 years. Hotel |
|just opened but already reached 100% occupancy during the Francophone Summit |
|where we received Mr Francois Hollande (French President), Abdou Diouf (President|
|of OIF), Stephen Harper (PM of Canada), Alassane Ouatarra (President of Ivory |
|Coast) and so many more. We hosted the celebrity singer Akon in our Presidential |
|Suite and organized a party for him within our hotel as well as doing a |
|promotional photo shoot with him for the hotel. |
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|Recruitment and training of 300 locals, 60% of them having no hospitality |
|experience |
|Setting up the budget of the hotel for all the departments, based on projected |
|revenues and targets |
|Creating the menus for the restaurants and bars as I have a very strong F&B |
|background |
|Formulated a strategic marketing plan in order to maximize revenue through growth|
|and development |
|Received more than 60 embassy delegates, as we are in the capital, fostering |
|relations with consulate generals |
|Negotiating and signing of future contracts with very high profile companies, |
|like Airtel and Vodacom |
|We are at 40% occupancy one month after opening and about 6 to 10 events per week|
|in our meeting rooms and auditorium. |
|Overall gross Revenue for the first month (October 2012) reached $973K with a |
|total F&B revenue of $335K |
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|Reason for wanting to leave: Political climate can be very unstable in |
|Sub-Saharan Africa. |
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|April 2011- March 2012 |
|Kalubwe Lodge |
|A 4 Star Hotel with 15 rooms |
|General manager |
|Opening of the hotel |
|1 restaurant 1 bar 1 busy conference room with 500 pax banquet style |
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|Increased occupancy by more than 30% by financial year end. |
|Overseeing all departments run smoothly, liaising with department heads |
|Restaurant also started increasing revenue by changing menus and hiring of an |
|additional chef. |
|Hosted events with South African celebrities, as there was a demand for it in |
|this region, which was very successful. |
|Trained the staff in various areas where they needed to be groomed. |
|Reason for leaving: The project of Fleuve Congo Hotel was presented to me, and |
|with the prospect of returning to a 5-star environment, I accepted the offer as |
|Deputy General Manager. |
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|March 2010 - November 2010 |
|Lonrho Hotels |
|Food and Beverage Director |
|The Grand Karavia Hotel 5 star hotel 200 rooms |
|Opening of the hotel |
|1 restaurant 5 bars conference rooms up to 350 pax |
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|Training and managing more than 100 staff including cooks, waiters, bartenders, |
|assistant managers, banqueting coordinator, F&b Controller... |
|Implementing all front and back of house procedures |
|Creation of cocktail menu and restaurant menus in coordination with the |
|Executive Chef |
|COS beverage went from 32% to a stable 16% and COS food went from 35% to 25% |
|Revenue Targets given by company have been met and exceeded |
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|Reason for leaving: I got the offer to manage a Lodge, and as this would be my |
|first GM position, I took it for the experience it would afford me at that level.|
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|Ps. Ships are based on 4 month contract work, and my experience spans over 5 |
|years in the cruise industry. |
|August 2008- March 2010 |
|Celebrity Cruises |
|Senior Beverage Manager |
|5 star cruise line |
|Equinox Celebrity ship brand new ship launching and Mercury |
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|More than 100 staff supervision and training |
|Opening of the brand new Solstice Class ship |
|In charge for the entire bar operation representing 23 bars and including Cellar |
|Master and sommeliers |
|3000 passengers |
|Monthly turnover of bars & dining of up to 1 million dollars and 250K over target|
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|Number 1 in the fleet for APD target number 1 with ratings |
|Organizing parties of more than 500 pax successfully |
|Dealing with a wine list of more than 500 wines and a cocktail menu of more than |
|100 cocktails including a list of more than 100 vodkas |
|See financial reports MR below |
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|Celebrity Cruises |
|Senior Beverage Manager |
|5 star cruise line |
|Infinity and Constellation Celebrity ships |
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|80 staff supervision and training |
|In charge for the entire bar operation representing 18 bars and including Cellar |
|Master and sommeliers |
|2200 passengers |
|Turnover of bars & dining -wine only- around $220K on a weekly basis |
|Constellation has been named best cruise ship in the world in its category. |
|Please check: |
|http://www.reuters.com/article/pressRelease/idUS213423+23-Jan-2008+PRN20080123 |
|Number 1 in the fleet for APD target with Constellation for May and July |
|Organizing parties of more than 500 pax successfully |
|Dealing with a wine list of more than 300 wines and a cocktail menu of more than |
|100 cocktails |
|I can provide financial reports |
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|Celebrity Cruises |
|Beverage Manager |
|5 star cruise line |
|Mercury and Century Celebrity ships |
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|70 staff supervision and training |
|In charge for the entire bar operation representing 16 bars and including Cellar |
|Master and sommeliers |
|2000 passengers |
|Turnover of bars & dining -wine only- around $200K on a weekly basis |
|Number 1 in the fleet for APD target with Mercury for August and Sept 08 |
|Organizing parties of more than 300 pax successfully |
|Dealing with a wine list of more than 300 wines and a cocktail menu of more than |
|100 cocktails |
|Ended the month of September with $120K over company target |
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|August 2006- August 2008 |
|Princess Cruises |
|Beverage Manager |
|5 star cruise line |
|Diamond, Star & Pacific Princess ships |
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|50 staff supervision and training |
|In charge for the entire bar operation representing 17 bars on the Star & Diamond|
|and 8 bars on the Pacific |
|3000 passengers onboard the Star & Diamond and 750 on the Pacific |
|Turnover of bars & dining -including wine- around $100K on a weekly basis |
|Dealing with a wine list of more than 100 wines and a cocktail menu of more than |
|100 cocktails |
|Succeeding in passing USPH hygiene control with 98% and then 100% |
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|ghd |
|Mar |
|March 2005- December 2005 |
|Constellation and Millennium cruise ships |
|Assistant Food Manager |
|Celebrity cruises 5 stars cruises |
|2500 passengers capacity |
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|Responsibilities: |
|40 staff supervision |
|Training of all F&B personnel about customer service, sanitation, garbage |
|separation system etc... |
|Supervision of 350 employees (cooks, waiters, asst waiters, sous-chefs, cook |
|tournants) |
|Monitoring food temperatures and refrigerator logs on a daily basis following |
|USPH sanitation standards |
|Working closely with Executive chef regarding food quality, food wastage, |
|abnormal overproduction |
|Liaising with all departments to organize private functions |
|Schedule work duties, side jobs and days off for 43 employees |
|Making requisitions |
|In charge for maintaining USPH sanitation standards |
|Controlling the quality and presentation of the food |
|Development and implementation of new procedure creating a new revenue |
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|Achi Achievements: |
|Received "Shining star of the month" for July, in the "category managers" |
|Implemented procedure (selling drinks in the messes) successfully. Once approved |
|by the Head office it has been implemented fleet wide. |
|Achieved the highest messes drinks sales on a 12 day basis by reaching 6000 $. |
|This is to date the highest in the entire fleet (9 ships) |
|Achieved a "no-complaints" cruise in my area of supervision |
|Decreased the chemicals cost by 18.5% |
|Decreased the food materials cost (pots, knifes, pans, food related items by |
|22.3% |
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|March 2004- February 2005 |
|Ambassadors Hotel*** (120 rooms) Food & Beverage Manager & |
|Corporate F&B Manager |
|Crystal Hotels, London |
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|Responsibilities: |
|Implementing procedures for their 8 hotels |
|Training staff in the 8 hotels regarding sanitation (HACCP) |
|Stock control |
|Placing orders for the 8 hotels |
|45 staff management |
|Training of the trainers in the hotels regarding health and safety |
|Cost control |
|Creating a new Breakfast menu |
|Implemented the cooked breakfast in chafing dishes instead of plates |
|Business development and branding |
|Organizing lunch and dinners for leisure groups and corporate groups |
|Lowered food cost by reducing number of suppliers from 10 to 3 |
|Negotiating with suppliers for the 8 hotels |
|Multiplied F&B turnover by 10 |
|Opening of Peel bar (creative menu management): 4 times the turnover of the |
|previous bar |
|Achieved to get better prices for the entire company |
|Improved considerably employees awareness to sanitation |
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|September 1999- September 2002 |
|I have worked as a first cook and as a Chef de Partie in the following |
|establishments: |
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|Sofite Sofitel Athens Airport (345 rooms en-suite) Athens, Greece |
|Au Pied de Cochon Paris, France |
|Holiday Inn Athens (245 rooms) Athens, Greece |
|Hotel "Olympic star 200 rooms |
|Languages |
| |French: fluent |
| |English: fluent |
| |Greek: fluent |
| |German: basic |
|Marital status |
| |Married |
| |Dependants: 2 |
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|Education |
| |99: 1st year of BEP Kitchen (cook degree) |
| |Studies of kitchen, restaurant and bar. Working as cook inside private school's |
| |restaurant |
| |97/98: STT Communication. |
| |Studies of computer, communication. |
| |96: got a BEPC (French degree). |
|other skills & Awards received |
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. Knowledge of Word, Excel, Portfolio, PowerPoint, and Outlook express
Fidelio express, Micros, Exceed, Crunch time, Bluvista and Internet.
. Knowledge of cash handling, dealing with unhappy customers, creating
menus, dealing with HR work (salaries, holidays, contracts and
recruitment)
. Knowledge of HACCP system/ hygiene including staff training
. I got an ADVANCED HYGIENE CERTIFICATE that I passed with a score of
91%
. Knowledge of USPH system/ hygiene including staff training
. Received "Shining star of the month" for July, in the "category
managers" for Celebrity Cruises in 2005
In conclusion, I am hardworking, results-focused on generating revenues
through an effective and strategic marketing plan based on a solid
knowledge of the socio-economic climate of the country I will be working
in. Having worked in companies with a diverse cultural demographic, I
believe I will be able to fit into your company, solidifying my place
within your frame by strengthening relations between employee and employer.
I have a strong F&B background and a solid knowledge of all departments
within a hotel, with 13 years in the hospitality industry, making me a
strong candidate for this position.
Contact this candidate