Customer Service Management
Resume:
Bluffton, SC *****
PHONE: 843-***-****
EMAIL: qz6ckk@r.postjobfree.com
ROBERT PARODY
Qualification Highlights
o Excellent service programs & training
o Energetic leadership
o Development of member recognition systems
o Creative programming
o Wine programs(One of the best in the club environment)
o Budget management (development& implementation)
• Innovative professional with 20+ years of progressive management and marketing expertise in diverse food and beverage, restaurant and marketing arenas with demonstrated initiative, creativity and success. Proactive leader with experience in multi-cultural environments.
• Expertise in strategic planning, new business start up, market plan execution, capital asset oversight, cost containment, budgeting/finance, customer service, and staff training and mentoring.
• Highly skilled in P And L management, pricing strategies, competitor and market analysis, lease and contract negotiation, legal compliance, staffing, purchasing and vendor relations, management reorganization, new product roll out, and targeted marketing.
o Quick study with an ability to rapidly achieve organizational integration, easily assimilate job requirements and aggressively employ new methodologies. Energetic and self-motivated team player/builder. At ease in high stress, fast-paced environments with emerging and multiple responsibilities.
o Excellent leadership, management, oral/written communication, interpersonal, intuitive, and analysis skills. Thrive in both independent and collaborative work environments.
• Proven track record of increasing revenues, streamlining workflow and creating a team environment to increase productivity.
EXPERIENCE
Sea Pines Country Club – Hilton Head Island, SC - 03/2006 to Present
• DIRECTOR OF FOOD AND BEVERAGE
Situated in the famous Sea Pines Resort in Hilton Head with a beautiful 18 holes of golf, 8 tennis courts, fitness, indoor and outdoor pool.
• A distinct and prestigious membership of 1122, with revenues of $7.4.
• Created annual and 5 year budgets throughout food and beverage.
• Increased departmental revenues from 1.8 million to 2.2 million and lessened payroll burden by over $100,000.00 while increasing staff production for greater customer satisfaction.
• Increased member satisfaction with food and beverage, while revitalizing a disorganized and challenged staff while implementing new policies and guidelines.
• Developed alternative sources of revenue such as private parties, promotions, and new goods exceeding member and guest expectations.
• Worked with directors and committees to increase alternative ways of marketing to all members- current, past, and future in all areas of club.
• Assisted the communications director in implementation of Website and online reservations.
• Reduced payroll by $40,000 over last 12 months (2010-11)- Reduced expenses by $60,000 in same period. (2010-11)
• We have reduced operational losses in the last 3 years in F&B.
The Inn at Palmetto Bluff: An Auberge Resort – Bluffton, SC - 08/2004 to 03/2006
• DIRECTOR OF RESTAURANTS AND PRIVATE DINING
The First Auberge property on the east coast, 30,000 acres of land, 2800 home sites- 3 restaurants, 50 cottages, top 50 rated golf course, equestrian center, boating faculties, with a budget of 3.5 million in F@B revenues, with a total of 9.8 million.
• Exceeded budget by 10% first 18 months.- Soft opening, became a grand opening.
• Managed 75 associates at any given time between 3 meal periods and private dining for room service 24/7 for 365 days a year.
• Hired and trained associates to deliver professional and personalized service, collaborated with the human resources director to develop and implement an innovative training and recruitment program.
• Responsible for training, cost control, wine certification and team building.
• Responsible for scheduling payroll and being operations manager for overnight operations on the property.
• In charge of preparing the budget fiscal years 2005 and 2006 for both restaurants and private dining as well as all beverage and maintaining strict cost controls.
• Integrated all service and standards manuals together for the entire property.
• Recruited specifically to seek alternative sources of revenue such as private parties, new goods and promotions for a brand new facility.
The Golden Bear at Indigo Run – Hilton Head Island, SC – 05/2004 to 08/2004
• FOOD AND BEVERAGE DIRECTOR
• Responsible for food and beverage operation including costs, inventory control, and setting and maintaining a 32% cost for food and 24% for beverage.
• Responsible for revitalizing a disenfranchised staff and implementing new polices procedure guideline, and training and retraining.
• Helped develop a completely new interactive grille concept to engage clientele and capture repeat business.
• Responsible for finding new sources of revenue, a new menu concept and the overall food and beverage budget.
“Reason for short time at job – Change of Ownership”
The Beaufort Inn – Beaufort, SC – 05/2003 to 05/2004
• FOOD AND BEVERAGE DIRECTOR
Historic 21 room/cottage inn, in the heart of Beaufort, SC which guests included Julia Robert, Tom Berrenger. The Beaufort Inn was the recipient of the prestigious John Beard Award during my tenure.
• Responsible for food and wine menus, controlling departmental costs, promotions, ordering and yearly budget analysis and adjustment.
• Responsible for hiring, training and orientation of new employees.
• Worked closely with the Chamber of Commerce to provide support for local and visiting guests.
• Initiated new ways of creating room revenue from present and alternative methods.
• Initiated a public newsletter.
Marriot Golf and Ocean Resort – Hilton Head Island, SC – 01/2002 to 05/2003
• BANQUET MANAGER
• Responsible for banquet room set-up, training and increasing banquet sales, including creating new themes.
• Responsible for initiating and maintain standards of service, providing pro-active atmosphere for service and management staff, as well as coordinating inter-department cross-training with front desk, kitchen, sales and marketing departments.
• Coordinated and executed the direction of the food and beverage operation, beginning with all costs and inventory controls, setting and maintaining a 36% food and 28% beverage cost off banquet sales.
• Implemented new policies and procedure guidelines while revitalizing a disorganized and challenged staff.
Additional Professional Activities
Attending at present Business Management Institute- Business Management Institute Cal Poly, CA
1982 – 1986 Stroudsburg High School Stroudsburg, PA
• Warren L. Arseneaux Award recipient-2010 - Willmoore H. Kendall Scholarship recipient-2012 CMAA since 2007-2007 – 2012- Certified SERV SAFE Trainer- Certified C.A.R.E. Trainer- Florida Food Management Certification-International Food Service Executives Association- Region III committee chair for CMAA Carolina Chapter-Campaign Committee- The Club Foundation- Award of Merit from CMAA-Two time Award of Distinction from CMAA- -Community Association Member- In the process of obtaining M-100 / CACM Elder at Central Church- SRHM Caroline Chapter Member- Sitting for my CCM test in November.
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