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Skills

  • Problem resolution
  • Budgets
  • Project organization
  • Relationship development
  • Interdepartmental communication
  • Customer Satisfaction Enhancement
  • Employee training program development
  • Workflow Optimization
  • Staff management
  • Root cause analysis

Work Experiences

  • Championed the implementation of healthy meal options.
  • Addressed common guest service challenges.
  • Was in charge of hiring, training, and managing all kitchen staff, as well as employee development, disciplinary action, and performance reviews.
  • Achieved a 44% rise in follow-up satisfaction.
  • Created a guest loyalty program that increased return customers by 54% and enhanced overall guest satisfaction.
  • Informed 11 method of employees about menu changes and procedures.
  • Boosted staff morale.
  • Collaborated with the catering team.
  • Boosted room service revenue by $5 over 6 months through targeted promotions and personalized upselling strategies.
  • Decreased turnover by 14%.

Summaries

  • Achieved a 77% reduction in order wait times.
  • With Adobe Creative Suite training, I am knowledgeable about process management.
  • With customers and team members alike, be upbeat and positive.
  • Achieved 43% fewer complaints.
  • Achieved 34% accuracy in meal preparation.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 19% improvement in food quality ratings.
  • Achieved a 75% improvement in food and beverage delivery accuracy.
  • Costs were consistently reduced while profits were increased.
  • Talented chef with 6 years of experience preparing and serving a wide range of foods.

Accomplishments

  • Achieved 15% reduction in operational downtime by implementing continuous improvement initiatives within the service delivery chain.
  • Monitored and assessed guest satisfaction through post-service surveys, achieving 35% satisfaction increase for room service over 6 months.
  • Collaborated with Executive Chef to amend preparation times for in-room meals, reducing delivery delays by 17% during high occupancy periods.
  • Established best practices in food sanitation and storage, securing 3 positive program inspections with zero infractions reported.
  • Developed a menu review system with the kitchen that reduced order discrepancies by 66% and improved synchronization between departments.
  • Reduced emergency/last-minute service requests by 22% due to improved communication with guests and proactive scheduling.
  • Reduced operational costs by 74% through disciplined budgeting and expense tracking, contributing to an overall increase in departmental profitability.
  • Developed and implemented a comprehensive room service training program that improved overall efficiency of new hires by 48%, reducing errors by 57% in first 13 months.
  • Reduced food waste by 60% by implementing portion control measures in room service.
  • Collaborated with team of 13 in the development of procedure.

Affiliations

  • Guest Services Organization (GSO)
  • Customer Experience Professionals Association (CXPA)
  • Society for Hospitality & Foodservice Management (SHFM)
  • American Marketing Association
  • Retail and Hospitality Services Professional Network (RHSPN)
  • Foodservice Hospitality Association (FHA)
  • Society of Foodservice Management (SFM)
  • Hotel Catering & Event Services (HCES) Club
  • Event Service Professionals Association (ESPA)
  • Rotary International

Certifications

  • Human Resource Management in Hospitality Certification – method
  • Customer Service Excellence Certification – process, 2016
  • SHRM Certified Professional (SHRM-CP)
  • Advanced Hospitality Revenue Management – Meridian, 2021
  • Certified Restaurant Server – method, 2018
  • Bar Management and Mixology Certification – Mixology School, 2022
  • Certified Business Analysis Professional (CBAP)
  • Hotel & Hospitality Operations Certification – Cornell University, 2024
  • Upselling Techniques in Hotels Certification – initiative
  • Certified Food and Beverage Executive (CFBE) - Vantage

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