John De Santo
Evanston,IL
Summary
Perceptive and hospitable Food and Beverage Manager with over 20 years of experience creating profitable and inviting dining experiences for valued guests. Business-oriented fine-dining expert with constant focus on emerging trends and customer preferences. Committed to inspired leadership of service-oriented teams that cultivate loyal diners, guests and travelers.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Food and Beverage Manager
American Queen Voyages
NEW ORLEANS, LA
09.2021 - Current
- Manage the restaurants and bars managers on a "Boutique" paddle wheel river boat on the Mississippi River (routes included stops from New Orleans, Louisiana to Red Wing, Minnesota, on the Mississippi River, along with routes on the Ohio and Tennessee Rivers)
- Cruise focus was on service to high end guests
- Teach high end service techniques to servers
- Responsible for beverage ordering, Liquor, Beer, and Wine
- Scheduling for 3 bars and 2 restaurants
- Create daily drink specials with a local identity (Bourbon based for Kentucky and Tennessee stops… Rum for Louisiana stops, etc.)
- Run "Culinary Cruises" with celebrity Chef's giving demonstrations and special menu selections
- Managed a "Bourbon Trails" cruise with tastings, lectures, and demonstrations.
- Supervised and managed the daily operations of the food and beverage department, including staff scheduling, inventory control, cost management, menu planning and customer service.
- Provided training on proper sanitation techniques as well as safety protocols to restaurant personnel.
- Maintained excellent communication between front-of-house staff and back-of-house staff in order to provide efficient service throughout the entire dining experience.
- Resolved customer complaints regarding meal quality or service issues in a timely manner while ensuring satisfaction is achieved.
- Maximized revenue and profits of hotel food services through customer satisfaction, employee engagement and meticulously clean, sanitary and safe environments.
- Developed and implemented standard operating procedures for all restaurant operations to ensure compliance with health regulations and quality standards.
- Organized special events such as banquets, receptions, weddings and other social functions to ensure successful execution of services.
- Developed and implemented budgets, met or exceeded sales targets, hired, trained and supervised 50+ team members and fulfilled dining needs and desires of patrons.
- Managed payroll records for employees working within the food and beverage department.
- Moved throughout dining and kitchen areas, visually monitored alignment with food quality and service standards and took relevant corrective actions.
- Conducted weekly meetings with staff members to discuss performance goals and areas needing improvement.
Assistant Restaurant Manager
Viking Cruises Mississippi
NEW ORLEANS, LA
04.2023 - 10.2023
- Manage the restaurants and bars on a Contemporary river boat on the Mississippi River (routes included stops from New Orleans, Louisiana to Red Wing, Minnesota, on the Mississippi River, along with routes on the Ohio and Tennessee Rivers)
- Cruise focus was on service to high end guests
- Teach high end service techniques to servers
- Responsible for beverage ordering, Liquor, Beer, and Wine
- Scheduling for 5 bars and 2 restaurants.
Catering Manager
Aramark Catering Services
Ann Arbor, MI
10.2022 - 04.2023
- Fulfill the catering requests from multiple menus, from basic coffee breaks to high-end formal plated dinners
- Train staff
- Handle multiple events simultaneously as many as 18 events in a day
- Schedule, staff and assign events to staff according to client needs.
Director of Outlets (MS Pride(s) of Hawai'i/Aloha/America)
NORWEGIAN CRUISE LINES AMERICA
HONOLULU, HI
08.2022 - 10.2022
- Brought back in 2022 to assist with understaffing after covid relaunch
- Manager of 13 managers and a crew of 150
- Responsible for scheduling and overseeing 13 restaurants and managing the managers
- Thorough understanding of USPH guidelines and training
- Voted "Rookie of the Month" in 1st month of employment by staff and crew January 2008
- Track record of increased sales, dining cover counts and responsible for making budget in outlets historically underperforming
- Responsible for dramatic increases in guest service scores
- Voted Management "Team of the Month" May 2010 by staff and management
- Used to working 80 + hours a week in high volume periods.
Food and Beverage Manager
|American Queen Voyages
New Orleans, LA
02.2021 - 07.2022
- Coached staff on strategies to enhance performance and improve customer relations.
- Explained goals and expectations required of trainees.
- Inspected dining and serving areas for cleanliness and proper setup.
Outlets Supervisor
MotorCity Casino/Hotel
DETROIT, MI
07.2018 - 03.2021
- Manage a $10 Million/year buffet and $8 Million/year diner
- Run shifts for all 3 dining periods, Room Service, Diner & Buffet
- Train new hires on sales techniques
- Instruct staff on spirits, wine and beer sales and differences in flavor profiles
- Was selected for the casino Associate award "Simply the Best" in the category "EXTRAORDINARY ACTS" 4th quarter 2019
- Was asked to move from the buffet to diner to maximize my customer skills with a struggling outlet.
Outlets Supervisor
Dearborn Inn Marriott
DEARBORN, MI
09.2017 - 07.2018
- Run shifts for all 3 dining periods, Control tavern and Room Service
- Train new hires on bar sales techniques.
Pre-Owned Sales Consultant
SUBURBAN INFINITI/NISSAN
NOVI, MI
07.2016 - 07.2017
- Present automotive options to customers from all brands of vehicles with the 10th largest dealer group in USA
- Work closely with special finance as well as conventional customers.
OWNER/ MANAGER
CORKTOWN TAVERN
DETROIT, MI
08.2014 - 07.2016
- Managing Partner neighborhood bar.
OUTLETS & SERVICE MANAGER
MAJESTIC THEATER COMPLEX
DETROIT, MI
03.2013 - 07.2014
- Responsible for multiple outlets
- Café, Bowling Alley/Bar, Pizzeria, Outdoor Deck and Three Music Venues with multiple bars
- Responsible for handling large amounts of cash
- Help with musical guests satisfaction
- Increased wine sales by 120%
- Increased sales and was instrumental in launch of new menu/ wine list and service training.
GENERAL MANAGER FOR FAMILY OWNED BAR
BIERGARTEN BAR & GRILL
DEARBORN, MI
12.2010 - 03.2013
- Responsible for scheduling and staffing
- Created promotions and marketing with no budget
- Trained service staff on basic essentials of personal service.
F&B MANAGER
HAIG POINT CLUB (TROON MANAGEMENT)
DAUFUSKIE ISLAND, SC
05.2007 - 11.2007
- Responsible for multiple outlets
- Pub, Restaurant, Beach Bar and Grille and Retail
- Private community on private island
- Increased sales and was instrumental in launch of new restaurant
- Implement several community social activities a month to increase community involvement
- Responsible for creating new deli menu
- Maintained retail convenience store inventory with minimal shrinkage and product loss.
F&B MANAGER
HILTON HEAD BEACH & TENNIS RESORT
HILTON HEAD ISLAND, SC
04.2005 - 05.2007
- Responsible for multiple outlets
- Tavern, Restaurant, Banquets, Beach Bar and Grille and Retail
- Responsible for staffing, training and operations
- Increased revenue 12% over previous year's sales '05 to '06 in just the Tavern
- Banquet facility generated 20% more revenue over previous year '05 to '06
- Retail lowered shrinkage 17% and was more profitable than previous year without an increase in sales
- Created small Fine Dining Restaurant with a Traditional Southern dining menu.
FRONT OF HOUSE MANAGER IN CASINO FINE DINING STEAK HOUSE
RIBBONS MYSTIC LAKE CASINO/HOTEL
PRIOR LAKE, MN
01.2002 - 01.2003
- Steakhouse concept with fresh seafood complements
- Responsible for scheduling and staffing for team of 30 employees
- Work with Casino VIP & Club Services ensuring highest quality service to VIP guests.
Education
Associate of Arts - Radio And Television Broadcasting
Specs Howard School of Media Arts
Southfield, MI09-1990
Skills
- Service Delivery Management
- Cost Control
- Operations Oversight
- Menu Development
- Wine Pairing
- Food and Beverage Operations
- Sanitation Standards
- Labor Management
- Ordering Supplies
- Food Presentation
- Beverage Knowledge
- Money Handling
- Strategic Planning
- Portion Control
- Quality Assurance
- Event Coordination
- Performance Improvement
- Employee Supervision
- Quality Control
- Payroll Administration
- Recruitment
- Staff Supervision
- Relationship Building
- Teamwork and Collaboration
- Effective Communication
- Active Listening
- Training and Onboarding
- Managing Deliveries
- Time Management Abilities
- Investigating Complaints
- Adaptability and Flexibility
- Excellent Communication
- Professional Demeanor
- Problem-Solving Aptitude
- Task Prioritization
- Customer Service
- Recruitment and Hiring
- Operations Management
- Calendar and Scheduling Software
- Work Planning and Prioritization
- Profitability Optimization
- Menu Pricing and Writing
- Delegating Assignments and Tasks
- Health Code Compliance
- Reliable and Responsible
- Back of House Management
- Team Collaboration
- Managing Reservations and Large Parties
- Critical Thinking
- Catering Services
- Inventory Control
- Facilities Planning
- Budget Administration
- Profit and Loss
- Written Communication
- Analytical Thinking
- Conflict Resolution
- Attention to Detail
- Safe Food Handling
- Sales Promotion
- Team Building
- Problem-Solving Abilities
- Customer Retention
- Collaboration and Teamwork
- Analytical Skills
- Infection Control
- Employee Performance Evaluations
- Fire Safety Regulations
- Interpersonal Communication
- Supply Ordering and Management
- Sales and Marketing
- Self Motivation
- Professionalism
- Inventory Management Software
- Interpersonal Skills
- Multitasking
- Sanitation
- Coaching and Mentoring
- Liquor Law Compliance
- Adaptability
- Reliability
- Monitoring Food Preparation
- Goal Setting
- Team Leadership
- Organizational Skills
- Scheduling
- Purchasing
- Anticipating Problems
- Inventory Management
- Decision-Making
- Front of House Management
- Scheduling Staff
- Calm and Pleasant Demeanor
- POS Terminal Operation
- Continuous Improvement
- Problem-Solving
- Cost Controls
- Time Management
- Workflow Planning
Accomplishments
- "Simply The Best" Award for Outstanding Achievement ~ MotorCity Casino Saved a mans life with CPR
- "Rookie of the Month" Norwegian Cruise Lines Voted by Crew and Staff
- "Management Team of the Month" Norwegian Cruise Lines (Highest Guest Scores in Fleet)
Certification
- TIPs Certified
- ServeSafe Certified
- USPH Training (FDA & CDC Health Guidelines)
Languages
English
Professional
Spanish
Elementary
Affiliations
- Hockey
- Cooking
- Comedy
References
References available upon request.
Timeline
Assistant Restaurant Manager
Viking Cruises Mississippi
04.2023 - 10.2023
Catering Manager
Aramark Catering Services
10.2022 - 04.2023
Director of Outlets (MS Pride(s) of Hawai'i/Aloha/America)
NORWEGIAN CRUISE LINES AMERICA
08.2022 - 10.2022
Food and Beverage Manager
American Queen Voyages
09.2021 - Current
Food and Beverage Manager
|American Queen Voyages
02.2021 - 07.2022
Outlets Supervisor
MotorCity Casino/Hotel
07.2018 - 03.2021
Outlets Supervisor
Dearborn Inn Marriott
09.2017 - 07.2018
Pre-Owned Sales Consultant
SUBURBAN INFINITI/NISSAN
07.2016 - 07.2017
OWNER/ MANAGER
CORKTOWN TAVERN
08.2014 - 07.2016
OUTLETS & SERVICE MANAGER
MAJESTIC THEATER COMPLEX
03.2013 - 07.2014
GENERAL MANAGER FOR FAMILY OWNED BAR
BIERGARTEN BAR & GRILL
12.2010 - 03.2013
F&B MANAGER
HAIG POINT CLUB (TROON MANAGEMENT)
05.2007 - 11.2007
F&B MANAGER
HILTON HEAD BEACH & TENNIS RESORT
04.2005 - 05.2007
FRONT OF HOUSE MANAGER IN CASINO FINE DINING STEAK HOUSE
RIBBONS MYSTIC LAKE CASINO/HOTEL
01.2002 - 01.2003
Associate of Arts - Radio And Television Broadcasting
Specs Howard School of Media Arts
- TIPs Certified
- ServeSafe Certified
- USPH Training (FDA & CDC Health Guidelines)
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