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Summary

An enthusiastic manager with drive, determination and a proven ability to ensure that a company operates efficiently and profitably. Having a track record of maximizing guest satisfaction and profitability while maintaining high standards of food and service and also present a positive and fashionable image of the business.

 Extensive knowledge of the hospitality industry, its working practices and conditions of employment.

 Looking now for a new and challenging managerial position, one which will make best use of my existing skills and experience

Work History

Apr 2012Present

Restaurant General Manager, Owner/President

NY ZERZA Corp, New York                                                                                                          

Manage all restaurant operations:

  • Oversee client bookings & reservations
  • Create menus and update them regularly 
  • Purchase stock supplies and negotiate best prices with vendors
  • Keep control of food, labor costs & overall profitability (monitor sales & expenses)
  • Initiate and implement marketing and up-selling techniques to promote restaurant food & beverage and to maximize overall revenue
  • Ensure compliance with health, safety, sanitation and alcohol awareness standards

Ensure customer's satisfaction:

  • Monitor and assess product, service and satisfaction trends
  • Ensure that the highest standards of service are maintained
  • Maintain the highest product quality
  • Evaluate and address complaints and make improvements accordingly
  • Communicate with the kitchen staff to ensure efficient food service
  • Ability to create a great atmosphere & be a inspirational host

Ensure strong employee's performance:

  • Monitor and develop employees performance
  • Provide supervision, training, evaluations and deliver recognition & reward
  • Organize weekly staff meetings
Jun 2003Apr 2012

Restaurant General Manager, Owner/President

M&R  Mediterranean Corp. Restaurant, New York

Manage all restaurant operations:

  • Oversee client bookings & reservations
  • Create menus and update them regularly 
  • Purchase stock supplies and negotiate best prices with vendors
  • Keep control of food, labor costs & overall profitability (monitor sales & expenses)
  • Initiate and implement marketing and up-selling techniques to promote restaurant food & beverage and to maximize overall revenue
  • Ensure compliance with health, safety, sanitation and alcohol awareness standards

Ensure customer's satisfaction:

  • Monitor and assess product, service and satisfaction trends
  • Ensure that the highest standards of service are maintained
  • Maintain the highest product quality
  • Evaluate and address complaints and make improvements accordingly
  • Communicate with the kitchen staff to ensure efficient food service
  • Ability to create a great atmosphere & be a inspirational host

Ensure strong employee's performance:

  • Monitor and develop employees performance
  • Provide supervision, training, evaluations and deliver recognition & reward
  • Organize weekly staff meetings
Sep 1997Jun 2003

Guest Relations Manager (VIP Department)

The Plaza Hotel, a Fairmont managed Hotel, New York

.Involved in all stages of the Hotel's VIPs and distinguished visitors stay from sales process to service execution: 

  • Ensure and provide flawless, upscale, professional and high class guest service experiences
  • Actively listen and resolve guests' complaints by working in tandem with other departments and following up with guests
  • Oversee and coordinate all arrivals and departures of special guests and serve as the main point of contact VIP, prior, during and after their stay
  • Communicate actively with all hotel departments to make sure they are fully briefed on VIPs' requests and requirements
  • Meet, welcome and escort to their rooms all VIP guests. Inspect VIP rooms and ensure everything is neat and ready for their arrival
  • Prepare VIP Cards, purchase and organize guest's amenities
  • Attend daily Department Heads Operation Meeting and actively take part into projects to improve our customer services
  • Conduct property tours for potential clients
Feb 1996Sep 1997

Team Leader/Call Center Supervisor

The Boca Raton Resort & Club, Boca Raton, FL
  • Full knowledge of the company and ability to sell it over the phone
  • Knowledgeable of call center processes and procedures
  • Performance coaching through call listening of agents (average of 15 per shift)
  • Ability to assist team members with questions regarding quality assurances and customer service improvements
  • Monitor and manage call and registration volumes
  • Provide exceptional customer service
  • Motivate, train and develop  team
  • Measure and review team KPI's (Key Performance Indicators)
  • Direct and advise improvement strategies when objectives are not met
  • Analyze reports to evaluate staff performance
  • Administer appropriate disciplinary action as warranted
  • Ensure team operates at highest level of quality and productivity


Dec 1994Jul 1995

Sales Manager

Paramount Hotel, Boca Raton, FL
  •  Manage portfolio of corporate accounts (Visits, networking events)
  • Increase client portfolio by identifying new markets through listings of the Boca Raton Chamber of commerce and local newspapers and by cold calling
  • Negotiate contracts with vendors such as universities, Airlines or cruises
  • Monitor the competition and developed a sales plan to stay competitive

Education

Mar 1993Mar 1994

Certificate in Management and Hospitality

Disney University

Seminars based on the management, philosophies and the industry of the Disney company

Sep 1989Jun 1993

B.A

Mohammed the Fifth University

Major in English literature

Interests

Avid runner ( NYC Marathon 2013  &  2015, Chicago Marathon 2014)

Cooking,  Chess playing