CHARLES MATTERA
Summary
Results-driven professional with over twenty years in hospitality, specializing in customer satisfaction and operational efficiency. Proven ability to manage front desk operations and resolve guest complaints effectively. Detail-oriented leader committed to maintaining high standards of service and team performance.
Overview
18
18
years of professional experience
Work History
Front Desk Receptionist, Food and Beverage
Sun Tower And Suites
01.2020 - 2025
- 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.
- Greeted guests warmly and provided excellent customer service at reception.
- Managed phone calls and directed inquiries to appropriate staff members.
- Coordinated room bookings and maintained accurate reservation records.
- Greeted guests warmly and provided excellent customer service at reception.
- Managed phone calls and directed inquiries to appropriate staff members.
- Coordinated room bookings and maintained accurate reservation records.
- Greeted guests warmly and provided excellent customer service at reception.
- Managed phone calls and directed inquiries to appropriate staff members.
- Coordinated room bookings and maintained accurate reservation records.
FOH Manager
Bol- Coconut Creek/HardRock Casino
01.2018 - 01.2019
- Oversee FOH operations
- Ensure food was brought to the customer promptly and correctly
- Interview new hires, as well as evaluate 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.
- Supervised daily front-of-house operations ensuring smooth guest experiences.
- Managed staff scheduling to optimize coverage during peak hours.
- Trained and mentored new team members on service standards and protocols.
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.
- Managed daily operations of front-of-house staff and guest interactions.
- Trained team members on customer service best practices and operational standards.
- Ensured compliance with health and safety regulations throughout the venue.
- Managed daily operations of front-of-house staff and guest interactions.
- Trained team members on customer service best practices and operational standards.
- Ensured compliance with health and safety regulations throughout the venue.
Education
B.S. in Hotel Restaurant Management -
Hudson County College
Jersey City, NJA.A. Hospitality -
Hudson County College
Jersey City, NJSkills
- Front desk coordination
- Customer service communication
- Restaurant operations
- ServSafe certification
- Customer service
- Customer service
- Time management
- Problem solving
- Active listening
- Customer service
Timeline
Front Desk Receptionist, Food and Beverage
Sun Tower And Suites
01.2020 - 2025
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