Marie Concepcion Panganiban
Fredericton,NB
Summary
An award winning and experienced hospitality professional providing exceptional customer service both in Front Office and Food and Beverage. Conscious innovator with consistent focus, diligent and fully invested in improving team strength by exhibiting steadfast leadership in high-pressure situations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Residence Dining Supervisor
Sodexo, UNB
Fredericton, NB
10.2021 - 05.2023
- Train, mentor and motivate employees to maximize team productivity.
- Maintain safety and emergency readiness among personnel by disseminating information and monitoring compliance with regulatory and organizational policies.
- Develop initiatives for process improvement and reviewed and assessed ongoing operations.
- Build upon established practice standards to improve operational performance and reduce labor costs.
- Motivate employees to share ideas and feedback.
- Provide leadership to employees through coaching, feedback and performance management.
- Direct all day-to-day operations of facility to provide safe and enjoyable guest experience.
- Assessed team proficiencies, identifying and targeting areas for improvement.
- Manage scheduling for employees to optimize productivity.
- Analyze variable data for operations to determine areas for improvement, increased efficiency and potential cost savings.
- Generate daily operational and sales reports for corrective action or continuous improvement.
- Engage professionally with and customers to build rapport and nurture relationships.
- Approach customers and engage in conversation through use of effective interpersonal and people skills.
- Work successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Front Desk Night Auditor
Hampton Inn and Suites by Hilton
Fredericton, NB
09.2021 - 02.2022
- Handle night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Assist hotel guests with check in and out procedures courteously.
- Answer phones to respond to customer inquiries and transfer calls to appropriate staff members.
- Manag late check-ins and provide information on hotel amenities, including dining establishments, spa hours and room service.
- Document wake-up requests and set up automatic calls in system.
- Complete nightly updates to hotel rates and individual room charges.
- Welcome patrons to front desk and engage in friendly conversations while conducting check-in process.
- Cultivate professional relationships with guests through active response and dedicated assistance, improving customer retention.
- Collaborate with housekeeping and maintenance staff to address and mitigate facility issues.
- Balance accounts and conduct nightly audits to keep bookkeeping current.
- Post room charges for food, liquor and telephone calls based on individual customer actions.
- Secure guest valuables in main safe or individual boxes.
Restaurant General Manager
Franchise Management Inc. (Burger King)
Waterville, NB, Canada
12.2020 - 08.2021
- Performed accurate monthly inventories of supplies and equipment, including food, beverage, glassware and utensils.
- Upheld restaurant standards for food and beverage quality, team member engagement, financial goals, standard operating procedures and guest experiences.
- Optimized profits by controlling food, beverage and labor costs by establishing portion control and quality standards.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Monitored and trained service team members on suggestive selling practices and continuous sales growth of beverage, appetizer, add-on and desserts.
- Accomplished restaurant and bar human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling and disciplining management staff.
- Prepared strategic and annual forecasts and budgets, analyzed variances and implemented corrective actions to increase average meal checks and customer visits.
- Encouraged patron loyalty by emphasizing customer-focused approach by staff.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Optimized profits by controlling food, beverage and labor costs daily.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
- Managed accounts payable, accounts receivable and payroll.
- Updated computer systems with new pricing and daily food specials.
- Prepared weekly payroll to keep up with projected weekly revenue.
- Assessed operational performance to measure compliance with regulatory, industry and brand standards.
- Reduced food waste by overseeing and planning ingredients, anticipated customers and popularity of items.
- Priced and ordered food products, kitchen equipment and food service supplies.
- Motivated staff through acknowledgment of hard work, achievements and instilling accountability while leading by example.
Assistant General Manager
Franchise Management Inc. (Burger King)
Waterville, NB, Canada
11.2020 - 12.2020
- Discipline and maintain staff to deliver hospitable, professional service reflecting business initiatives.
- Motivate and lead team members to work together to achieve targets.
- Identify customer needs and deliver relevant product solutions and promotions.
- Manage and mentor staff to carry out operational directives with high productivity and accuracy.
- Foster performance-oriented environment focus on promoting team collaboration, personal accountability and long-term business success.
- Meet business targets with streamlined operations strategies.
- Coordinate monthly budgets, manage profit and loss and consistently met desired margin targets.
- Enhance team engagement and performance with daily updates and informational meetings.
- Increase annual profit by streamlining processes and improving staff knowledge of optimal procedures.
- Control business inventory to keep numbers beneath targets through expert oversight and usage monitoring.
- Develop and implement promotions and publicity programs to achieve remarkable business increase.
- Place new inventory orders and oversee correct restocking procedures to maintain operational output.
- Apply knowledge of coverage needs and individual employee strengths to produce successful team schedules.
Shift Manager
Franchise Management Inc. (Burger King)
Waterville, NB, Canada
10.2019 - 11.2020
- Supervise, motivate and train team members and provide input to RGM when performance issues arise.
- Provide positive recognition and corrective coaching when appropriate.
- Ensure team members provide the highest possible level of customer satisfaction through service and product quality.
- Initiate necessary actions to correct customer complaints and escalate any major issues to RGM.
- Ensure team members are properly executing current promotions and new products during the shift.
- Ensure team member uniforms and appearances are neat, clean at all times and meet necessary requirements.
- Ensure proper staffing and deployment throughout the shift to match business needs.
- Ensure the restaurant is ready for peak revenue periods by utilizing appropriate planning and projection tools.
- Ensure Occupational Safety & Health Act, local health and safety codes and corporate safety/security policies and procedures are met and followed.
- Documented receipts, employee hours and inventory movements.
- Provided coaching and reinforced standards to foster superior performance from crew members and others throughout organization.
- Trained new employees on company policies, procedures, techniques and customer service standards.
- Upheld company standards and compliance requirements for operations and cleanliness.
- Handled any customer complaints, questions and inquiries.
Concierge
Nassima Royal Hotel formerly Radisson Royal Hotel
Dubai, UAE
12.2014 - 12.2015
- Creates a positive first impression to the arrival guests through warm and friendly welcome at the hotel.
- Ensure prompt, efficient and updated recording of mails, parcels, and messages.
- Maintain a perpetual presence on the Concierge Desk throughout the hours of the shift.
- Remain observant, note preferences of the Guest, and respond accordingly to inquiries & requests.
- Offer assistance to Guests and provide them with many different alternatives.
- Remain up to date and knowledgeable regarding nearby places of interest, promotions and events.
- Maintain well grooming and immaculate presentation in clean uniform, polished shoes and wear name tag at all times when on duty.
- Provide guests with the most efficient direction and information within the City.
- Assist guests with their airline ticket arrangement, chauffeured car requirement and restaurant reservation needs.
Assistant Manager (Celsius Restaurant)
Radisson Royal Hotel
Dubai, UAE
05.2014 - 11.2014
- Provides an excellent dining experience, managing staff, ensuring efficiency and overseeing health and safety regulations.
- Comply with quality assurance expectations and standards.
- Execute outlet operations including food and beverage promotions, customer service and inventories.
- Lead the Front of the House staff in training the following: restaurant standards, wine service and customer service.
- Monitor the performance of outlet service staff.
- Supervision duties include; delegating responsibilities, scheduling, coaching and correcting, evaluating, interviewing, training and mentoring of staff.
- Maintain Restaurant inventory, cleanliness, food rotation and menu consistency.
- Update the Specials menu board daily and change during meal periods.
- Responsible for training shift leaders for their responsibilities during all meal periods and events.
- Assist in the execution of the strategic plan including forecasting, budget management, profit and loss accountability, cost control and inventories.
- Continue to enhance the guest service experience by creative initiatives.
- Assist in the execution of administrative functions such as reporting, forecasting, quality assurance and departmental meetings.
- Maintain and demonstrate strong knowledge of food and beverage trends within the hospitality industry.
- Design exceptional menus, purchase superior goods, continuously improved and modernized operations and liaised between guests, service staff and kitchen.
- Evaluate and analyze levels of guest satisfaction and focus on continuous improvement and innovative foodservice solutions.
- Train front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Promote safe working conditions by monitoring safety procedures and equipment.
Supervisor (Celsius Restaurant)
Radisson Royal Hotel
Dubai , UAE
05.2014 - 07.2014
- Maximize service levels through hands-on leadership.
- Help train and develop new talent.
- Monitoring quality control in kitchen area and when ordering food and supplies.
- Coach staff on strategies to enhance performance and improve customer relations.
- Promote safe working conditions by monitoring safety procedures and equipment.
- Provide leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversee restaurant maintenance and cleanliness, assigning tasks to individual team members in alignment with operational and customer needs.
- Schedule and direct staff in daily work assignments to maximize productivity.
Waitress/Receptionist (Celsius Restaurant)
Radisson Royal Hotel
Dubai, UAE
11.2012 - 05.2014
- Deliver professional, courteous, and efficient service to guests.
- Greet and build rapport with guest/s by asking questions and initiating conversation.
- Responsible for the monthly responsible business activity in the outlet.
- Monitor guests’ feedbacks (Trip Advisor, Medallia and other booking engines).
- Complete assigned side work and duties.
- Practice teamwork by training and guiding colleagues.
- Provide administrative support to managers when needed.
- Act as a bridge between employees and the Manager.
Airline Passenger Service Agent
Air Philippines Inc
, Philippines
03.2012 - 10.2012
- Act as a ground hostess where I am visible and helpful to the public.
- Provide assistance and help passengers pass through the airport from the ticket counter to boarding.
- Includes servicing customers by performing meet and greets, check-in, aircraft boarding and deplaning, ticketing, baggage service, making boarding deplaning.
- Providing connecting flight information and direction assistance.
- Announce arrivals and departures as necessary.
- Maintain current knowledge of all flight times during shift.
- Interact with passengers, answer questions and offer information covering a wide variety of airline related topics.
- Maintains the level of service expectations of both the passenger and the airline customer at all times.
- Offer assistance to handicapped, elderly, injured and small children traveling alone who need special attention.
Education
Degree in Bachelor of Science - Tourism Management
Mariners Polytechnic Colleges
Skills
- Restaurant operations management
- Leadership
- Hospitality expert
- Hiring and training
- Labor and food cost control
- Brand standards promotion
- POS systems operations
- Food Safety standards and procedures
- Weekly menu preparation
- Day Force and Kronos timekeeping
- First Aid/CPR provider
- Microsoft Office
- Stable work history
- Knowledge in Opera & ONQ reservation system
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Recognized as Employee of the Month for outstanding performance and team contributions.
- Service Excellence Certificates proven with brand standard on winning attitude Radisson Royal Hotel Dubai
- HOST OF THE MONTH FOR DECEMBER 2013 (Front of the House) Radisson Royal Hotel Dubai
- Service Excellence Certificates proven with brand standard on winning attitude (4D Touchpoints Certificates) Radisson Royal Hotel Dubai
- BUSINESS DRIVER OF THE MONTH FOR AUGUST 2015 (Concierge/Rooms Division) Radisson Royal Hotel Dubai
Certification
- Serv Safe
- Responsible Beverage Certificate
- First Aid and Safety Training (Workplace Standard First Aid CPR/AED Level C) Life Start - June 2022
Personal Information
Date of Birth: December 08, 1989 Marital Status: Common-law All references are available upon request.
Additional Information
I certify that all information herein are true and correct to the best of my knowledge.
MARIE CONCEPCION PANGANIBAN
Timeline
Residence Dining Supervisor
Sodexo, UNB
10.2021 - 05.2023
Front Desk Night Auditor
Hampton Inn and Suites by Hilton
09.2021 - 02.2022
Restaurant General Manager
Franchise Management Inc. (Burger King)
12.2020 - 08.2021
Assistant General Manager
Franchise Management Inc. (Burger King)
11.2020 - 12.2020
Shift Manager
Franchise Management Inc. (Burger King)
10.2019 - 11.2020
Concierge
Nassima Royal Hotel formerly Radisson Royal Hotel
12.2014 - 12.2015
Assistant Manager (Celsius Restaurant)
Radisson Royal Hotel
05.2014 - 11.2014
Supervisor (Celsius Restaurant)
Radisson Royal Hotel
05.2014 - 07.2014
Waitress/Receptionist (Celsius Restaurant)
Radisson Royal Hotel
11.2012 - 05.2014
Airline Passenger Service Agent
Air Philippines Inc
03.2012 - 10.2012
Degree in Bachelor of Science - Tourism Management
Mariners Polytechnic Colleges
- Serv Safe
- Responsible Beverage Certificate
- First Aid and Safety Training (Workplace Standard First Aid CPR/AED Level C) Life Start - June 2022
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