Jorge Lopez
Toronto,ON
Summary
A high-performing, equity-driven leader with over 13 years of professional hospitality experience in Toronto and internationally. Excellent communicator, with proven strengths in sales, customer retention and staff training and development. Passionate about improving an establishments overall operational excellence, creating a refined guest experience and dedicated to the development of personal career and those around me.
Overview
10
10
years of professional experience
1
1
Certification
Work History
International Search Consultant
Renard International Search Consultants
01.2023 - Current
- Partner with hiring managers to determine staffing needs and develop comprehensive job descriptions and requirements.
- Create and implement effective recruitment strategies that utilize a variety of sourcing methods, including job boards, social media, networking, and industry events.
- Conduct thorough candidate screenings, interviews, and assessments to identify the best-fit candidates for various roles within the hospitality industry.
- Build and maintain a talent pipeline of qualified candidates for current and future job openings.
- Coordinate and manage the entire recruitment process, from initial contact to job offer, ensuring a smooth candidate experience.
- Develop and maintain strong relationships with educational institutions, industry associations, and other recruitment partners.
- Stay up-to-date with industry trends, market competition, and best practices in hospitality recruitment to continuously improve our processes.
- Utilize applicant tracking systems (ATS) and other relevant tools to manage candidate data and monitor recruitment metrics.
- Collaborate with the HR team to ensure a seamless onboarding process for new hires.
- Assist in organizing and participating in recruitment events, job fairs, and other relevant activities.
General Manager of Operations
Hotel X
01.2022 - 01.2023
- Established operational strategies and processes in preparation for the grand opening of Valarie Restaurant inside Hotel X
- Hired, trained and coached 30+ staff members on customer service skills, food & beverage knowledge and health & safety standards; facilitated a 3-day orientation and individual development planning
- Oversaw operational budget and analyzed financial performance; provided regular reports for stakeholders
- Managed the daily functions within the restaurant, including inventory, ordering, staff scheduling, reservations and bar/food menu costing
- Orchestrated positive customer experiences by overseeing every area of the venue's operations including all Executive and VIP interactions; consistently made improvements based on customers' requests and feedback
Assistant General Manager
Trattoria Nervosa (Gusto 54 Group)
10.2019 - 01.2022
- Facilitated the development of a robust take-out strategy in order to adapt to restaurant closures and restrictions amidst the pandemic
- Maintained a well-controlled inventory system with minimal losses by enforcing solid monitoring and management structures - effectively reduced dead-stock inventory by over 54%
- Completed daily reports highlighting issues, concerns and suggested improvements, as well as weekly P&Ls and forecasts
- Increased customer service ratings significantly through personable service and frequent staff training and performance reviews
Director of Guest Experience
The Broadview Hotel
02.2019 - 08.2019
- Worked closely with the General Manager and F&B Director in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency.
- Supervised front desk operations to ensure that all guests received superior customer service from hotel employees.
- Improved Trip Advisor Hotel Ranking from the 76th/139 position to the 68th in a span of 5 months
- Oversaw the execution of all Hotel events, including media dinners and weddings
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Planned, organized, attended and/or participated in various hotel meetings such as: Daily Stand-ups, Staff Meetings, Rooms Meetings, F&B Meetings, BEO Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
Director Food And Beverage Manager
The Broadview Hotel
03.2018 - 02.2019
- Set schedules for 22 staff by planning and designating shifts and hours.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business - ultimately contributing to my promotion to to Director of Guest Experience
- Effectively managed payroll and timekeeping, including completion of proper paperwork for new hires and terminations
Restaurant General Manager
Hockley Valley Resort
06.2017 - 11.2017
- Delivered in-depth training/retraining to workers in customer service and wine/cocktail knowledge
- Oversaw scheduling, inventory management and supply ordering to maintain fully stocked liquor/dry goods
- Prepared operational reports and analyses and made appropriate recommendations to address progress and negative trends.
- Purchased adequate quantities of food, beverages, equipment, and supplies.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
- Correctly calculated inventory and ordered appropriate supplies.
- Prepared restaurant business plan by reviewing demands, analyzing competitors and developing projections for sales and finances.
Assistant General Manager
Riu Palace Hotel Paradise Island
01.2016 - 02.2017
- Hotel Capacity of 758 people based on double occupancy
- Oversaw 5 Restaurants, 4 Bars, Front Desk and House Keeping Department
- Lead a staff consisting of approximately 520 people
- Conducted the morning Head of Department meetings with the General Manager
- Worked with General Manager, Regional Director of Operations, and other assistant managers and department heads to review activity, operating, sales and purchasing reports on a weekly basis
- Performed daily and weekly property inspections in order to ensure property, ground and work areas are maintained to standard, and all safety equipment and conditions are to code
- Greatly improved guest satisfaction, as proved through weekly comment cards - recognized for most improved guest experience within all Riu Hotels and Resorts for the year of 2017
Food And Beverage Manager
Riu Hotel Guanacaste and Palace
06.2014 - 01.2016
- Hotel Capacity of 1800 based on double occupancy
- Oversaw 6 Restaurants and 5 Bars
- Managed all Food and Beverage day-to-day operations within budgeted standards.
- Displayed excellent levels of internal and external customer service.
- Reported to management weekly regarding consumption results and productivity with the use of excel spreadsheets.
- Lead Food and Beverage team by appraising talented personal and providing additional training for employees development.
- Oversaw Inventory - weekly audits, ordering, receiving and loss prevention
Education
Degree - Hospitality And Tourism Management
EUHT StPOL University
San Pol De Mar, Spain06.2014
Skills
- Business Operations
- Customer Retention
- Budget Administration
- Customer Service
- Team Leader
- Consensus Building
- Recruitment and Training
- Sales Reporting
- Event Management
- CRM (Salesforce)
- Interview Preparation
- Critical Thinking
- Department Development
- Active Listening
- Time Management
- Communications Strategies
- Employee Retention
- Executive Management
- Training Development
- Human Resources Team Leadership
Academic Experience
- Course: Revenue Management - Cornell University, Ithaca, New York
Certification
- Smart Serve
- First Aid & CPR (In Progress)
- Food Handlers Certification (In Progress)
Timeline
International Search Consultant
Renard International Search Consultants
01.2023 - Current
General Manager of Operations
Hotel X
01.2022 - 01.2023
Assistant General Manager
Trattoria Nervosa (Gusto 54 Group)
10.2019 - 01.2022
Director of Guest Experience
The Broadview Hotel
02.2019 - 08.2019
Director Food And Beverage Manager
The Broadview Hotel
03.2018 - 02.2019
Restaurant General Manager
Hockley Valley Resort
06.2017 - 11.2017
Assistant General Manager
Riu Palace Hotel Paradise Island
01.2016 - 02.2017
Food And Beverage Manager
Riu Hotel Guanacaste and Palace
06.2014 - 01.2016
Degree - Hospitality And Tourism Management
EUHT StPOL University
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