FOH Manager
SIRCORP
05.2023 - Current
Hi, I’m
Divya Patel
Toronto,Canada
Summary
Professional hospitality manager with 10 years of experience focused on front-of-house operations, skilled in team leadership and customer service excellence. Adept at managing staff, optimizing workflows, and ensuring seamless guest experience. Known for adaptability, effective communication, and results-driven approach. Strong organizational skills, problem-solving abilities, and knack for maintaining high standards in fast-paced environment.
Professional Highlights
- Operational Efficiency, Pioneered efforts to optimize inventory, training and onboarding process; maintaining smooth operations resulting in flawless customer satisfaction outcome.
- Data Driven Decision Making, Implemented systems to track and analyze metrics resulting in 18% lower expenses and increase customer presence and retention by 30% using tactical marketing skills.
- Organizing and Communication, Effectively communicated with CEO's, executives, vendors, employees, and customers using various platforms such as Microsoft teams, Zoom, E-mails, Phone, Google Docs.
Work History
SIRCORP
FOH Manager
05.2023 - Current
Job overview
- Hired, trained and coached 30+ staff members on customer service skills, food and beverage knowledge and ensured safety of patrons through COVID-19 pandemic
- Reduced variable costs by 18% through tighter controls on expenditures, labor costs, and inventory waste, consistently exceeded monthly goals by a minimum of 10% training FOH staff on upselling techniques and creating a featured food and beverage program
- Collaborated with other administrative staff to ensure a cohesive and supportive work environment
- Assisted in planning and executing company events, tastings, and special marketing projects as required
- Acted as the primary point of contact for internal and external stakeholders, demonstrating professionalism and effective communication
- Coordinated communication between executives and team members, ensuring timely dissemination of information
- Develop and implement strategies to increase customer satisfaction and improve restaurant performance in a highly competitive market
- Improved customer satisfaction by implementing efficient front-of-house operations and staff management techniques.
- Handled customer complaints effectively, resolving issues promptly to maintain brand reputation and garner positive reviews.
Best Western BWH Hotel Group
Hotel Service Manager
02.2018 - 04.2023
Job overview
- Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
- Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
- Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
- Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
- Resolved escalated guest complaints diplomatically while safeguarding both client satisfaction as well as preserving company''s interests.
- Increased repeat business through personalized attention to guests'' needs, fostering loyalty among clientele base.
- Streamlined hotel operations for increased efficiency, overseeing daily tasks such as room assignments, reservations management, and guest relations.
Source Code Staffing Agency
Executive Assistant
05.2015 - 01.2018
Job overview
- Process and track expense reports, ensuring accuracy and adherence to company policies
- Provide project support to executives, coordinating efforts across departments and ensuring deadlines are met
- Collaborate with other administrative staff to ensure a cohesive and supportive work environment
- Organizing meetings, including scheduling, sending reminders, and organizing catering when necessary
- Manage and maintain confidential information, ensuring the security and integrity of sensitive data
- Organize and update documentation, files, and databases to facilitate easy access and retrieval
- Manage the executive's professional and personal calendar, ensuring that all appointments, meetings, and events are scheduled efficiently and effectively
- Assist executive in preparing and reviewing presentations and reports to be presented to the board of directors
- Coordinate travel arrangements for executives, including booking flights, hotels, and transportation, and ensuring all necessary travel documents are obtained
Education
Humber College
Diploma
05.2017
University Overview
- Program consisted of: combined theory and applied skills and delivered in dynamic and interactive ways
- Emphasized the importance of taking proactive rather than reactive measures to community needs
- Focused on the development of strong interpersonal, problem-solving, group dynamics, and non-violent de-escalation strategies, as well as assessment and intervention abilities
- Gives you the tools to deconstruct oppressive systems and practices
- Prepared for occupations where working with people in conflict with the law and other marginalized client groups
- Taught to develop community programs, understand correctional facilities, and engage in transformative change and restorative justice initiatives
- GPA: above average GPA, 2 years Dean's list
Certification
- First Aid Certification
- CPR/AED Certification
- Food Handler's Permit/License- County or city public health departments.
- Alcohol Seller/Server License/Certification- State Liquor Control Board or equivalent authority.
Skills
- Quality assurance
- Reservations management
- Employee scheduling
- Training and mentoring
- Brand management
- Promotions
- Hotel Marketing
- Guest services management
- Interpersonal communications
- Food and beverage operations
Languages
English
Native or Bilingual
Hindi
Full Professional
Gujarati
Native or Bilingual
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Hotel Service Manager
Best Western BWH Hotel Group
02.2018 - 04.2023
Executive Assistant
Source Code Staffing Agency
05.2015 - 01.2018
Humber College
Diploma
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