Carman Jackson
Room Service Manager
Cypress,TX
Summary
Proactive and meticulous Room Service Manager with over 15 years of experience within Food & Beverage. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation. Committed to exceeding expectations in customer satisfaction. Diplomatic in resolving customer issues to maximize satisfaction and meet targeted service levels . Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
21
21
years of professional experience
Work History
Room Service Manager
Hilton Hotels Corporation
Houston, Texas
02.2016 - 10.2020
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness..
- Asked diners about meals to assess satisfaction and collect vital feedback to improve operations.
- Monitored staff money handling for suspicious behaviors like card skimming.
- Supported needs of 35- wait staff who attended to specific needs of countless customers daily for Room Service & Executive Lounge with social relevancy and intentionality.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Approved regular payroll submissions for employees.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Resolved customer complaints involving food or beverage quality and service.
- Verified staff compliance with accepted food and drink safety regulations, suggesting remedial training where necessary.
- Managed bar and wait staff and directed hiring program. -Executive Lounge
- Improved average wine and alcohol spend per guest through curation, service training and hands-on hospitality.
- Worked with on-site and external party planners to create and manage beverage ordering and waitstaff for small and large events.- Hospitalities through Room Service
- Responded to customer complaints, addressing concerns and distress with amicable interactions.
- Coordinated daily and nightly shift safety and sanitation procedures for Executive Lounge
- Managed in other areas of Food & Beverage when needed
Assistant Restaurant Manager
Hilton Hotels Corporation
Houston, TX
12.2012 - 02.2016
- Supervised all areas of restaurant / restaurant bar to keep it clean and well-maintained.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Kept restaurant compliant with all federal, state and local hygiene and food safety regulations.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Pitched in to help host, waitstaff, bartenders and bussers during exceptionally busy times
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Managed in other areas of Food & Beverage when needed
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Room Service Supervisor
Hilton Hotels Corporation
Houston, Texas
01.2010 - 12.2012
- Monitored food preparation, production and plating for quality control.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Supervised in other areas of Food & Beverage when needed
Overnight Order Taker
Hilton Hotels Corporation
Houston, Texas
11.2008 - 01.2010
- Warmly greeted and welcomed customers to establishment before requesting food order.
- Took down call-in food and beverage orders from guests, quickly and accurately relaying orders to service attendants.
- Suggested upgrades and additional items to meet upselling goals.
- Entered orders into computer system quickly and in proper sequence.
- Quickly and carefully checked prepared items against customer orders for accuracy prior to delivery.
- Relayed additional meal requirements, dietary restrictions, allergies and special requests to kitchen staff clearly and accurately.
- Accurately performed cash register operations to process and receive payments and issue change.
Restaurant Food Server
Hilton Garden Inn
Plymouth, MI
01.2000 - 09.2008
- Worked with Micros system to place orders, manage bills and handle complimentary items.
- Provide exceptional customer experiences to all guests
- Trained newly hired staff
- Work efficiently with all team members
- Ensure proper handling of food as determined by State of Michigan health department
- Responsible for maintaining cleanliness
- Cross trained in other areas of the kitchen, including banquets and meal prep.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
Education
High School Diploma -
Inkster High School
Inkster, MI1992
Skills
- Quality Assurance
- Labor Disputes
- Managed in other areas of Food & Beverage when needed
- Guest relations management
- Supply Ordering and Management
- Safe Food Handling Practices
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Room Service Manager
Hilton Hotels Corporation
02.2016 - 10.2020
Assistant Restaurant Manager
Hilton Hotels Corporation
12.2012 - 02.2016
Room Service Supervisor
Hilton Hotels Corporation
01.2010 - 12.2012
Overnight Order Taker
Hilton Hotels Corporation
11.2008 - 01.2010
Restaurant Food Server
Hilton Garden Inn
01.2000 - 09.2008
High School Diploma -
Inkster High School
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