Over 14 years’ experience, with four years performed at the management level or above, in positions including Assistant General Manager, Accounting Operations Manager, Operations Manager, Front Office Manager, Food & Beverage Manager, Manager-in-Training, Cooperative Work Intern, and Hotel Intern.
Skilled in all aspects of hotel operations for large national properties, ensuring compliance with regulatory agencies, budgeting and forecasting of sales and revenue, P&L accountability, monitoring payroll, food and beverage cost controls, analyzing performance trends, scheduling staff and hotel management meetings, and coordinating all departments, including Sales, Front Office, Reservations, Housekeeping, Convention Services, Guest Relations, Food & Beverage, Banquets, Security, and Senior Management.
Human Resource experience includes recruitment, screening, hiring, implementation of training programs, effective discipline, prevention of internal theft, coaching and motivation of staff, ensuring compliance with minority hiring regulations, organizing participation in job fairs, safety and accident awareness, management development, and production of comprehensive employee rules and procedures manuals.
Well-developed communication skills demonstrated through generation of in-depth reports, group speaking and presentation skills, extensive public relations, and the ability to interact productively with individuals from all backgrounds.
Knowledgeable in computer operations and applications including IBM-PC, Windows 7 / 8 , Microsoft Word, Excel, Works, Desktop Publishing, Internet, and E-Mail programs.
Consistently noted by senior executive management, key clients, vendors, and staff for leadership skills, ability to execute directives, analysis and marketing skills, superior performance, detail-oriented management style, effective decision-making, and timely completion of all projects.
quality customer service and satisfaction.
Successfully increased guest satisfaction scores by 10% in the areas of cleanliness, attentiveness, maintenance,
Managed 4 restaurants a capacity of and two 4000 guest together including Clifton and DHA branches. High quality service and and the quantity of food to be maintained from the beginning. Customer’s goals of satisfaction are totally maintained. On this promotion there is increase in branches and franchise flourishing country wide as well in foreign countries. Controls food cost and accounting procedures. Reduced food cost from 42 % to 38% previous Earned repeated promotions, managing F&B outlets, functions and teams within luxury boutique hotel and resort. Presently manage P&L and front- and back-of-house operations for hotel’s fine dining steakhouse, family-style casual restaurant, poolside and room service operations. Oversee quality controls; budget management; safety compliance; and the recruitment and performance of 125 restaurant team members.Rebranded image of fine-dining restaurant to reverse a 5-year sales downturn. Worked with executive chef to devise new menu and revamped marketing strategy, triggering 55% sales growth, rave media reviews and a 200% increase in repeat business by local (non-hotel) guests.
Established mandatory customer service training program for all customer-facing employees. Boosted guest satisfaction scores from 89% to 95% within 6 months of program launch.
Improved efficiency, sequence of service, order expediting and table-turn times in all dining outlets to achieve a 19% gain in daily covers served with zero additional labor or overhead costs.
Increased employee satisfaction by 23% while cutting staff turnover in half by developing staff recognition and accountability programs.
Turned around unprofitable room service operations. Streamlined lunch and dinner options while adding “order-ahead” express breakfasts and late-night fare to increase margins by 7%.