Manager Customer Service

MOHIT KHANNA

Hercules, CA *****

************@*******.*** Phone: 301-***-****

PROFILE:

• Dedicated manager with a strong background in food and beverage management with 12 years of experience in front-of-house and back-of-house management in upscale restaurants, hotels and retail food outlets

• Experienced in facilities planning and coordination, emergency operations response and management, implementing staff procedures and training materials, budgeting, staffing and cost control

• Adept at communicating effectively with customers, vendors, and motivating employees to perform to their maximum potential

• Academically and professionally trained in business management with additional experiences in budget development, cost control and staff management

EMPLOYMENT HISTORY

Assistant Operations Manager & Safety Director, Macy’s Inc. January 2009 - Present

Macy’s at Union Square

San Francisco, California

Responsible for managing facilities coordination, space planning for office consolidation and expansion, processing and providing operational support to the three Macy’s facilities: the Macy’s Women, Macy’s Men and Corporate Office Buildings. Oversaw receiving and setting up inventory, recruited and hired new employees, and act on weekly basis as Manager on Duty in resolving difficult conflict situations involving customer complaints.

KEY RESPONSIBILITIES AND PROJECTS

• Supervises space planning and design to accommodate the relocation of offices and expansion of receiving processing department

• Manages entire store’s staff compliance with fire, safety and health regulations and holds monthly meetings to raise safety awareness and lead necessary trainings

• Coordinated with other divisions to prioritize and implement new procedures to improve efficiency of facility management and reduce labor costs

General Manager, Frontera Fresco, Macy’s Inc. September 2007 – December 2008

Macy’s at Union Square

Spearheaded the grand opening of Rick Bayless’s Frontera Fresco Restaurant by hiring and training staff of 50 and establishing new restaurant procedures according to company and brand standards. Responsible for planning and managing food service to over 2000 Macy’s employees with private caterings and corporate buffets.

KEY RESPONSIBILITIES AND PROJECTS

• Managed 20 employees and closely monitored staff performances to achieve high customer satisfaction rating using tools including daily performance evaluations and open and closing checklist

• Responsible for scheduling and payroll for staff members and improved staff productivity and morale by initiating systems for accountability and effective training programs.

• Completed extensive management training programs, including Performance through People, Foundations for Leadership, Diversity, and General Safety training including food, TIPS and Bloodborne Pathogen Prevention

Outlets Manager January 2007- July 2007

Westin Hotels and Resorts

Tysons Corner, VA

Responsible for supervising, managing and overseeing all food and beverage outlets in the hotel. Developed and implemented new standard operation procedures and documentation control systems after hotel conversion process from one brand to another. Identified the need for new procedures and created new resources to reflect changes in hotel operation.

KEY RESPONSIBILITIES AND PROJECTS

• Managed conversion process, including new construction and renovation of facilities and developing new operating procedures

• Set up and oversaw implementation of new documentation control systems and policies for inventory of food, alcohol and liquor, office supplies

• Improved company procedure for interviewing, hiring and training and demonstrated team building experience in moral and spirit building for better coordination between managers and associates

• Responsible for scheduling, processing of payroll, timecards and performance evaluations of all F&B personnel

• Oversaw all phases of outlet operations, including hotel restaurant, bar, coffee shop and Service Express with annual revenue of over $2 million

Outlets Manager January 2006 – January 2007

Hilton Hotels

Gaithersburg, MD

Supervised and trained restaurant staff, oversaw daily operations of restaurant, bar and coffee shop. Assisted food and beverage director in day-to-day tasks with documentation control systems such as preparing inventory records, purchase lists, and coordinating staff assignments for outlets with revenue of $2 million.

KEY RESPONSIBILITIES

• Assisted and coordinated with other departments when needed

• Collaborated with the Sales Department to promote hotel within the local business community

• Trained service staff to enhance customer service and increase profit through suggestive selling

Business Manager April 2001 – December 2005

MAS, Inc., Gaithersburg, MD

Responsible for budgeting, cost control, payroll, general accounting, and full profit and loss of company. Developed and implemented new operational procedures and documentation control systems for company’s new restaurant. Created new business through community involvement and active public relation programs.

KEY PROJECTS AND SELECTED ACCOMPLISHMENTS

• Successfully set up operating procedures for ethnic and franchise restaurants, increased sales by 40 percent through quality food, exceptional service, and efficient staff management.

• Planned and managed significant remodeling projects that enhanced the ambience and use of the facilities through space planning.

• Maintained expenses below budget through accurate planning, waste reduction, purchasing, and cost-effective operating and documentation control procedures.

Business Manager April 1999 – April 2001

Aroma Restaurant, Washington, DC

Created, developed and implemented all formalized operational systems and procedures including employee handbook, flow charts, forms, check-lists, server/bartender/kitchen associate job descriptions and incentive programs. Extensive profit/loss experience in standardization of portions and implementation of labor cost controls, documents end-of-month, daily and weekly transactions; prepared bi-weekly payroll.

KEY RESPONSIBILITIES AND PROJECTS

• Introduced new recipes and menu based on customer feedback and response and seasonal considerations; negotiated with vendors to reduce inventory costs.

• Recognized for cultivating long-term, stable staff with team-player philosophies; credited with increasing revenues 167% over three years by increasing customer base and average check.

EDUCATION AND PROFESSIONAL DEVELOPMENT

• Bachelors of Commerce, University of Delhi, India, May 1994.

• Diploma in Purchasing and Material Management, Institute of Correspondence Studies, India, April 1995

• Indian Culinary Training, Food Preservation & Cookery School, India, July 1989.

• ServSafe Certified, Alcohol and Health Safety certified, TIPS training, Facility Protection Training

COMPUTER SKILLS

Proficient in POS, Aloha, HSI, and MICROS systems; Microsoft Office including Word, Excel, Access, PowerPoint; Internet search applications.

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