ERNEST THOMPSON

• Engages with property owners to discuss expectations to ascertain best ways to meet projected goals.
• Drafts hotels policies and procedures that promote adherence to standards across all departments.
• Collects, tracks and evaluates current business and market trend data.
• Reviews established restaurants procedures to assess areas in need of improvement.
• Facilitates trainings and workshops for employees from various hotel departments or divisions.
• Analyzed customer feedback surveys to uncover areas for improvement in operational efficiency.
• Collects and analyzed data to identify trends, opportunities, and potential solutions.

• Developed initiatives for process improvement and reviewed and assessed ongoing operations.
• Monitored and improved efficiency of processes, team performance, and customer service.
• Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
• Analyzed data from daily reports to identify trends in production performance metrics.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Formed and sustained strategic relationships with clients.
• Organized and facilitated budgets, product estimates, sales forecasts and product allocations to maximize resource utilization and customer sales opportunities.
• Implemented policies and standard operating procedures and managed quality, customer service and logistics.

An International Standard Five (5) Star Serviced Apartments that housed the full-circle Hollywood celebrities for the Presidential Year of Return Campaign

Identified opportunities for cost savings within operational processes.

• Coordinated a successful reopening & opening of property.
• Established a legacy of a consistent luxury service operations.
• Step-up the food and beverage department for upscale urban the upscale market with relentless focus on hospitality and gracious guest services.
• Headed the marketing team and offered direction and approach to our target markets.
• Coordinated and directed activities of business and departments concerning production and pricing.
• Resolved escalated customer issues in timely manner while maintaining high levels of satisfaction.
• Developed new products or services based on consumer feedback.
• Evaluated and analyzed guest satisfaction levels with focus on continuous improvement and innovative rendition of service.
• Created and delivered orientation and training for all newly hired service team members.
• Supervised activities of dining room staff to maintain service levels and support guest needs.
• Moved throughout dining and kitchen areas, visually monitoring alignment with food quality and service standards.
• Maintained high levels of cleanliness, organization, storage and sanitation of food all service areas and public spaces.
• Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.

• Managed customer complaints and rectified issues to complete satisfaction.
• Directed team members to provide exceptional service to guests and vendors, maintaining professional relationships of established business.
• Rendered guest services to drive sales and customer satisfaction.
• Created positive work environment for employees and delivered exceptional customer service.
• Collaborated with upper management to improve productivity of operations.
• Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
• Took care of customer problem escalated by other staff members.
• Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions.
• Drove performance and process improvements by performing frequent evaluations of business operations, current procedures and personnel actions.
• Assigned work and monitored performance of operational team.
• Mediated conflicts between employees and facilitated effective resolutions to disputes.
• Reviewed completed work to verify consistency, quality and conformance.
• Resolved customer inquiries and complaints requiring management-level escalation.

• Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
• Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
• Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
• Enhanced operational performance by developing effective business strategies, systems and procedures.
• Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
• Trained employees on duties, policies and procedures.
• Developed service and sales strategies to improve retention and revenue.
• Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.

• Established good customer relations and excellent service to build and retain loyal customers.
• Provided fast, friendly and knowledgeable service to guests, proactively promoting specials and enhancing sales of key menu items.
• Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
• Scheduled and directed staff in daily work assignments to maximize productivity.
• Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
• Maximized team performance by training new employees on proper food handling and restaurant protocols.
• Maximized service levels through hands-on leadership.
• Completed thorough opening, closing and shift change functions to maintain operational standards each day.
• Kept business financial transactions highly accurate by closely monitoring transactions and securely handling cash.