Nicholas Mattia
Richmond,VA
Summary
A hospitality professional known for maintaining high standards and delivering results. Proven ability to enhance operational efficiency and drive customer satisfaction. Focused on team collaboration and adaptability to meet changing needs. Skilled in staff training, customer service, and financial management.
Overview
18
18
years of professional experience
Work History
Operations Officer
Day 5
02.2017 - Current
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Developed strong relationships with vendors, negotiating contracts to achieve cost savings for the organization.
- Improved customer satisfaction rates by addressing concerns promptly and efficiently resolving issues.
- Tended to urgent correspondence to facilitate communication or resolution.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Sommelier
Cafe Caturra
09.2015 - 01.2017
- Enhanced customer satisfaction by recommending and pairing wines with menu items based on individual preferences.
- Established lasting relationships with winemakers, importers, distributors, allowing access to limited-production wines or early releases unavailable elsewhere.
- Conducted regular staff training sessions on wine knowledge, enabling team members to provide excellent service to guests.
- Managed wine inventory efficiently, ensuring proper storage conditions and rotation to maintain quality.
- Represented establishment professionally with guests and earned consistent repeat and referral business.
Restaurant Bar Manager
Bank & Vault
08.2013 - 08.2015
- Managed cash handling procedures including daily reconciliation reports, bank deposits, and accurate record-keeping practices for financial accountability.
- Established rapport with patrons through personalized service that consistently exceeded expectations resulting in repeat business.
- Maintained a comprehensive knowledge of current industry trends to stay ahead of competition and offer an exceptional experience for guests.
- Implemented staff training programs that focused on product knowledge, customer service skills, and sales techniques to boost overall performance.
- Created engaging events such as themed nights or tastings to attract new clientele and foster customer loyalty.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
General Manager
Boheme
04.2009 - 07.2013
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Maintained open lines of communication between front-and back-of-house teams to facilitate smooth day-to-day operations.
- Correctly calculated inventory and ordered appropriate supplies.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
- Coordinated special events bookings, working closely with clients to ensure their expectations were met or exceeded from start to finish.
- Established relationships with local businesses and organizations to generate catering opportunities for additional revenue streams.
General Manager
Escafe' Restaurant
10.2006 - 04.2009
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Fostered culture of continuous improvement, introducing regular review sessions that boosted team performance and morale.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
QMA School Certification, Valedictorian - Celestial Navigation, Customs And Etiquette
United States Navy Fleet Training Center
Great Lakes, IL03-2003
GED -
Richmond Adult Career Development Center
Richmond, VA09-1995
Skills
- Office Management
- Calendar Management
- Organizational Administration
- Strategic Marketing
- Quality Assurance
- Regulatory Standards Knowledge
- Inventory management
- Food safety
- Cost control
- POS system
- Wine pairing
- Team management
- Inventory control and record keeping
- Guest experience oversight
- Supervisory skills
- Passion for customer satisfaction
- Customer loyalty
- Regulatory compliance
- Staff scheduling
- Hiring decisions
- Customer engagement
- Staff management
- Point of sale (POS) system operation
- Complaint resolution
- Food service background
- Adaptable
- Reservation handling
- Conflict resolution techniques
- Promotions planning
- Catering coordination
- Trained in performance and wage reviews
- Purchasing and cost control
- Customer service best practices
- Full service restaurant background
- Restaurant operations management
- Menu pricing
- Wine history
- Restaurant promotion management
- Operations management
- Customer-oriented
Timeline
Operations Officer
Day 5
02.2017 - Current
Sommelier
Cafe Caturra
09.2015 - 01.2017
Restaurant Bar Manager
Bank & Vault
08.2013 - 08.2015
General Manager
Boheme
04.2009 - 07.2013
General Manager
Escafe' Restaurant
10.2006 - 04.2009
QMA School Certification, Valedictorian - Celestial Navigation, Customs And Etiquette
United States Navy Fleet Training Center
GED -
Richmond Adult Career Development Center
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