Customer Service Manager

FERNANDO E. VILLA

Block ** LOT **

Saint Joseph Village 7,

Marinig, Cabuyao, Laguna

Philippines 4025

Mobile: +639**********

Mobile: +639**********

********************@*****.***

POSITION APPLIED: RESTAURANT MANAGER

Skills Summary

Skilled Manager with creative innovating approach to managing staff, generating teamwork and improving customer service satisfaction.

Employment

Food & Beverage Supervisor, Princess Cruises, USA (September 1992-December 2010)

Manage, train and schedule, including wait staff, hostesses, bus boys. Manage all aspects of passenger service.

• Provide monthly cruise employee newsletter, which presents policies and procedures in non confrontational manner and improves knowledge of food and beverage service.

• Explains seating procedures for large parties and provides suggested activities and tours every port of calls for passengers.

Restaurant Manager, Shangri- La Edsa Plaza Hotel, Manila, Philippines (January1991-September 1992)

Managed up to 40 Dining room employees for 250-seat specialty restaurant.

• Develops programs to improve the effectiveness of the department and overall operation of the organization.

• Redistributed clean-up assignments to even out duties, which improved dining employee teamwork and morale; gives subordinates the authority needed to effectively carry out delegated responsibilities.

Dining Room Captain, Holiday Inn Hotel Manila, Philippines (February 1986-January 1991)

Supervised wait staff of twenty and assigned serving and clean-up duties.

• Initiated recognition program, which honoured wait staff for attendance and work quality; reduced high turnover/no-show rate.

• Prepare table side service, flambé and salads.

Bartender, Wine steward, Holiday Inn Hotel Manila, Philippines (January 1981-February 1986)

Provided excellent customer service. Suggest wine and beverage selection.

• Achieves the highest standard of excellence regarding task assigned.

• Developed and implemented customer satisfaction, which helped improve service and increased patronage.

Education

B.S. in Restaurant/Hotel Management, University of the East, Manila (1982-1986)

Training

Training in guest and employee relations

Harassment and retaliation training

Safety of life at sea

Fire prevention training

Chemical awareness and health training.

United States public health training.

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