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

Work History
Apr 2012 - Present

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 2003 - Apr 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 1997 - Jun 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 1996 - Sep 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 1994 - Jul 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

Education
Mar 1993 - Mar 1994

Certificate in Management and Hospitality

Disney University

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

Sep 1989 - Jun 1993

B.A

Mohammed the Fifth University

Major in English literature

Interests

Skills

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

Cooking,  Chess playing