Manager Customer Service
Resume:
KEITH KIRK
*** ********* ******, ***** *****, New Jersey 08879
*******@*****.***
DIRECTOR ~ EXECUTIVE MANAGER
AREA OF FOCUS: HOSPITALITY INDUSTRY
QUALIFICATIONS PROFILE
Enthusiastic, results-oriented, and dynamic professional, offering over 24 years of broad-based hospitality and management experience in the food service/hotel industry. Demonstrate proven
expertise in internal operation organization, controls, purchasing and operational management, contributing immediately to corporate financial goals and objectives. Bilingual in Spanish and
English.
- Equipped with keen attention to detail and exceptional interpersonal, problem solving, organizational, and leadership aptitude.
- Armed with remarkable customer relationship skills crucial in producing win-win situations between the company and its clients, along with fluency in English and Spanish language.
- Hands-on manager and skilled leader with strong commitment to ongoing professional growth and development in food and restaurant settings.
CORE COMPETENCIES
Hospitality Background
Profit Growth and Business Improvement
Marketing Development Strategies
General Management and Supervision
Strategic Planning and Implementation
Customer Service and Relations
Rapid Conflict Resolution
Leadership and Team Building
RESTAURANT MANAGEMENT AND OPERATIONS
- Armed with passion and great interest in hospitality industry as a result of holding extensive hotel and restaurant positions across New Jersey.
- Successfully opened two new resort hotels, including Westin Casuarina Resort Hotel in the Cayman Island and Carambola Resort Hotel St. Croix.
- Served as co-owner/operator of a 50-seat restaurant with a separately owned 50-seat adjoining bar.
- Noted for progressive implementation of operational planning, coordination and physical set-up of all corporate and social events.
PROFESSIONAL EXPERIENCE
REGIONAL DIRECTOR OF FOOD AND BEVERAGE Mar 2005–Aug 2010
Jumping Brook Country Club, Neptune, NJ | Woodlake Country Club, Lakewood, NJ
656 Ocean A Kosher American Bistro, Long Branch, NJ
Spearheaded all food and beverage (F&B) outlets, including three dining rooms, substantial banquet space, halfway house/beverage cart, and five kitchens. Oversaw daily operations, payroll, labor
control, manual and computer-based forecasting, F&B costs, and overall profitability. Singlehandedly created financial budgets, business/operational plans, and training agendas. Designed and
monitored the entire promotions for F&B outlets.
Highlights:
- Maintained direct involvement with the Sales and Catering team in implementing Banquet and Club Membership marketing plans on both corporate and social activities.
- Successfully enhanced food quality and presentation at all times.
- Ensured compliance with standard operating procedures in handling F&B purchasing and inventories.
- Achieved and exceeded all financial objectives in food, beverage, labor, and equipment expense costs.
- Built and cultivated positive relations with Club Committee and members in coordinating special requests, suggestions, and needs.
DIRECTOR OF FOOD AND BEVERAGE/BANQUET MANAGER Dec 1994–Nov 2004
Sheraton Newark Airport Hotel, Newark, NJ
Directed multi-outlet operations in 504-room hotel, consisting of two upscale restaurants, two lounges, room service, club level, 27,000-square feet banquet space, and off-premise catering.
Administered F&B purchasing and inventories utilizing standard operating procedures.
Highlights:
- Traveled throughout North America to train newly hired F&B managers and banquet managers in varied outlets for company task force.
- Successfully upgraded the entire banquet team and operational equipment in guest experience improvement.
- Solely maintained positive F&B scores monthly in adherence with Starwood Guest Service Satisfaction Survey.
- Surpassed financial objectives annually in the areas of food, beverage, labor, and equipment expense costs.
CONVENTION SERVICE MANAGER Dec 1992–Dec 1994
Hilton Hotel, East Brunswick, NJ
Partnered with the Sales and Catering account managers in creating detailed group resumes for corporate and social groups with 50–2000 members. Guaranteed overall guest satisfaction in servicing
accounts, in collaboration with hotels catering director, front office director, and banquet manager.
EARLIER CAREER
ASSISTANT BANQUET MANAGER/PUBLIC FACILITIES MANAGER | Hilton Hotel, Somerset, NJ 1990–1992
BANQUET CAPTAIN / PUBLIC FACILITIES MANAGER | Renaissance Hotel, East Brunswick, NJ 1988–1990
HEAD HOUSEMAN | Ramada Inn, Somerset, NJ 1987–1988
EDUCATION
COURSEWORK IN HOTEL/RESTAURANT MANAGEMENT ~ Raritan Valley Community College, Branchburg, NJ
PROFESSIONAL DEVELOPMENT
SERVSAFE CERTIFIED ~ ServSafe Corporation, Chicago, IL
TIPS TRAINING TRAINER
STARWOOD HOSPITALITY TRAINING, Food and Beverage
TRAINING
Microsoft Office Suite | Delphi | Quicken
Internet Applications
Various customized hotel programs for inventories, purchasing, cost control, payroll, and general administration
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