CHARLES MATTERA
Summary
A results-oriented professional with outstanding customer service representative knowledge and skills. Ensuring the satisfaction of the customer is always obtained. Detail-oriented, dependable, and accountable, maintaining quality and accuracy in all work performance. Work well both independently, and as part of a collaborative team. Over twenty years of experience in the hospitality industry. Proven manager and supervisory skills in multiple operational roles: staffing/staff development, inventory control and record keeping, compliance of all food service requirements, special event coordination, conflict resolution techniques, and quarterly and annual employee evaluations. A natural leader with a strong work ethic focused on excellent results.
Overview
8
8
years of professional experience
Work History
Front Desk Receptionist, Food and Beverage
Sun Tower And Suites
01.2020 - Current
- Managing front desk activity and handling guest check-ins and check-outs
- Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
- Handling customer requests and complaints and directing other employees or departments accordingly
- Creating invoices, bills and checks for vendors, employees and contractors
- Managing and updating all official documentation pertaining to the role
- Ensuring that all end-of-day activities have been successfully executed by employees in all departments
- Answering calls and queries related to potential booking
- Food and Beverage Operations, including cash drops, tip record keeping, hotel revenue and cash drops.
FOH Manager
Bol- Coconut Creek/HardRock Casino
01.2018 - 01.2019
- Overseen FOH operations
- Made sure food was brought to the customer promptly and correctly
- Interviewing new hires, as well as evaluating current employees
- Communicate with the kitchen manager and line for efficiency of food quality
- Collect end of night reports and banks for the financial department in the casino
- Daily summary to the owner of shift.
FOH Manager
Legends Tavern and Grill
01.2016 - 01.2018
- Server/ Bartender
- Part of opening Store management, opening store volume of over 40K weekly
- Carefully developed a lucrative annual food and beverage marketing plan and strict budget to maximize profits
- Correctly calculated inventory and ordered appropriate supplies
- Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions
- Optimized profits by controlling food, beverages, and labor costs daily
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
- Led and directed team members on effective methods, operations, and procedures services
- Organized special events in the restaurant, including receptions, promotions, and corporate luncheons
- Carefully interviewed, selected, trained, and supervised staff
- Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency
- Clearly and promptly communicated pertinent information to staff, and executive management any pertinent changes to the menu
- Scheduled and directed staff of over 20 assigning daily work to maximize productivity
- Interacted positively with customers while promoting services
- Efficiently resolved problems or concerns to the satisfaction of all involved parties
- Oversaw a bar operation
- Point of Sale training
- Daily inventory reconciliation Maintained excellent customer Extensive FOH training and coordination with management.
Education
B.S. in Hotel Restaurant Management -
Hudson County College
Jersey City, NJA.A. Hospitality -
Hudson County College
Jersey City, NJSkills
- Computer Skills: ServSafe 2024 Windows, Outlook, Word, Excel, PowerPoint
- Proficient in all social networks; Twitter, Facebook, LinkedIn
- Marketing support
- Time Management
- Listening Skills
- Cash Handling
- Problem-solving skills
- Guest Relations
- Restaurant Operations
Timeline
Front Desk Receptionist, Food and Beverage
Sun Tower And Suites
01.2020 - Current
FOH Manager
Bol- Coconut Creek/HardRock Casino
01.2018 - 01.2019
FOH Manager
Legends Tavern and Grill
01.2016 - 01.2018
B.S. in Hotel Restaurant Management -
Hudson County College
A.A. Hospitality -
Hudson County College
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