Summary
Overview
Work History
Education
Skills
Affiliations
Work Availability
Quote
Timeline
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PAULA MORSE

PAULA MORSE

Winchester,CA

Summary

RESTAURANT MANAGEMENT Hospitality professional with 10+ years of senior experience in F&B operations and management. Strong Operations Management Experience Food & Beverage / Hospitality Industry Dynamic Leadership Strategic thinker, innovative problem solver, Inspirational, motivating team leader and brand champion with a passion for helping others become successful. Accomplished in driving standards of excellence in operations and service expectations. Known for enhancing Customer’s experience, while building life-long relationships. Highly Collaborative & Effective in cross functional relationship building. Proven record in energizing and motivating teams and building collaborative relationships with stakeholders, business partners, and consumers at all levels. Proven record in energizing and motivating teams and building collaborative relationships with stakeholders, business partners, and vendors at all levels. Known for enhancing guest experience, improving team productivity, cutting costs, and standardizing excellence across all operational processes, payroll accounts payable & Receivable, Inventory, Ordering, scheduling, recruiting Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Business Manager with proven success leading productive teams, controlling budgets, networking to drive growth initiatives and marketing to maximize brand outreach.

Overview

25
25
years of professional experience

Work History

Dining Room Manager

WESTMONT LIVING RIVERSIDE
, CA
11.2021 - Current
  • Direct food service operations for upscale independent living retirement community run all operations and dining delivery services
  • Ensure a caring and pleasurable dining experience for all residents
  • Hiring, Training, maintained consistently highest levels of cleanliness, organization, storage, and sanitation of food and beverage products
  • Payroll, Invoicing
  • Improved month end performance through effective scheduling and labor/cost controls

Assistant General Manager

PONTE WINERY
TEMECULA, CA
01.2021 - 11.2021
  • Direct food service operations for the restaurant and assure customer satisfaction
  • Interview, train and develop FOH team members to deliver an exceptional customer experience
  • Managed wine inventory and other supplies
  • Program menu items using MICROS
  • Increased sales though great customer experiences
  • ADP payroll processing and daily, monthly end of night numbers
  • Oversaw payroll preparation and administration for staff.
  • Managed and mentored staff to carry out operational directives with high productivity and accuracy.
  • Identified customer needs and delivered relevant product solutions and promotions.
  • Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
  • Controlled business inventory to keep numbers beneath targets through expert oversight and usage monitoring.
  • Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
  • Supervised critical budget implementations, employee reviews, training and scheduling for projects.
  • Helped team develop specialized projects, events and promotions.
  • Managed store cash intake with high accuracy and prepared daily bank deposits.
  • Placed new inventory orders and oversaw correct restocking procedures to maintain operational output.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Delegated work to staff, setting priorities and goals.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.

Director of Dining

La Costa Glen
Carlsbad, CA
01.2007 - 01.2020
  • Direct food service operations for upscale independent living retirement community, including all multiple dining room operations and dining delivery services
  • Ensure a caring and pleasurable dining experience for all residents
  • Achieved personal resident satisfaction score in the mid 90’s YOY
  • Maintained A-rating with county health department; consistently maintained highest levels of cleanliness, organization, storage, and sanitation of food and beverage products
  • Internal billing, Payroll, Invoicing, training and implemented new hire manual
  • Recognized by City of Carlsbad for initiating green programs early on which also saved company money.
  • Completed frequent checks of food production to assess preparation standards, portioning and performance speed.
  • Oversaw hiring, training and management of more than 100 personnel across all areas of dining services.
  • Projected inventory needs and maintained levels within ideal parameters.
  • Improved controls to streamline procedures, eliminate waste and control costs.
  • Kept facility in compliance with applicable safety and sanitation requirements.
  • Held daily meetings for all staff to cover policy changes, menu updates and upcoming events.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
  • Assisted staff by serving food and beverages or bussing tables.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Explained goals and expectations required of trainees.
  • Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
  • Promoted safe working conditions by monitoring safety procedures and equipment.
  • Trained new employees to perform duties.
  • Delegated work to staff, setting priorities and goals.
  • Supervised activities of dining room staff to maintain service levels and support guest needs.
  • Inspected dining and serving areas for cleanliness and proper setup.

Assistant Director of Food & Beverage

01.2006 - 01.2007
  • Planned, directed, and coordinated food service activities for two elegant dining rooms and two casual lounges as well as special event/catering menus
  • Key priorities were to oversee preparation of foods and dining room customer service to ensure efficiency and outstanding quality of food service provided to residents
  • Improved annual productivity through daily and continuous staff training; set standards for all aspects of kitchen and dining room operations
  • Maximized operational performance through effective scheduling and labor/cost controls
  • Accounts payable
  • Coordinated preparation of menu cycles and reviewed inventory and food/beverage orders to accuracy

General Manager

MARRIOTT INTERNATIONAL
Tewksbury, MA
01.1999 - 11.2001
  • TownePlace Suites by Marriott
  • Chosen to head high-profile opening of 96-room hotel; involved from onset of construction to opening day with dotted line oversight of hotel operations with strategic, P&L, and revenue accountabilities
  • Garnered regional excitement for Marriott brand through strong sales, marketing, and operations strategy
  • Played pivotal role in hotel-wide profitability drive that included sustaining sales, marketing strategy, identification of revenue opportunities, and a focus on costs, operational efficiencies and workforce organization
  • Quickly positioned hotel as go-to for extended stay by building relationships with nearby businesses; maximized monthly sales, controlled costs, and launched the type of service that maintained rooms at capacity
  • Built high-performing customer-focused teams and recruiting to optimize staffing levels/schedules while managing human resources, AP/AR, and payroll
  • Evidence of Excellence in Service Delivery “…The Residence Inn in Tewksbury just blew us away – a really great hotel….” “…Very, very comfortable
  • Very quiet place and the service was excellent
  • The continental breakfast was plentiful
  • We are looking forward to staying there again.”
  • Read more at Tripadvisor.com
  • Managed inventory levels and conducted corrective action planning to minimize long-term costs.
  • Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
  • Recruited, trained and empowered employees to achieve key performance indicators.
  • Recruited, interviewed and hired qualified staff for open positions.
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Developed service and sales strategies to improve retention and revenue.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Conducted employee evaluations to provide adequate feedback and recognize quality performance.
  • Tracked monthly sales to generate reports for business development planning.
  • Created schedules and monitored payroll to remain within budget.
  • Trained employees on duties, policies and procedures.
  • Designed sales and service strategies to improve revenue and retention.
  • Enhanced operational performance by developing effective business strategies, systems and procedures.
  • Built and maintained loyal, long-term customer relationships through effective account management.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Delegated work to staff, setting priorities and goals.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Formed and sustained strategic relationships with clients.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.

Assistant General Manager

Residence Inn by Marriott
  • Coordinated activities of hotel personnel and support GM in managing Front Office, Rooms Inventory, Reservations, Food Services, and Housekeeping
  • Hired, trained, and developed front office team; directed and motivated staff to peak performance level with maintaining the highest levels of excellence in customer service, operational efficiency, and cleanliness
  • Designated Pre-Opening General Manager; traveled to, developed plans, and led successful pre-openings.

Director of Operations

Marriott International, Inc.
Tewksbury, MA
  • Leader of hotel operations with oversight for Front Office/Reservations, Housekeeping, Food & Beverage/Kitchen, and Maintenance
  • Worked with department heads to develop and implement strategies to ensure operations met brand standards, targeted customer needs, ensured employee satisfaction, and focused on growing revenues
  • Managed profitability and revenue goals by communicating key drivers of guest satisfaction for the brand’s target customers; analyzed service issues and identified trends
  • Championed the brand’s service vision for product and service delivery; developed systems to enable employees to understand guest satisfaction results
  • Responsible for human resources, AP/AR, and payroll
  • Responded to and handled guest problems and complaints
  • Stayed visible and interfaced with customers to obtain feedback on quality, service levels, and overall satisfaction
  • Created an atmosphere in all Rooms and Food & Beverage areas that met or exceeded guest expectations.
  • Reviewed site and department performance to improve quality of services and comply with regulatory requirements.
  • Communicated clear and consistent messages regarding departmental goals to produce desired results.
  • Developed and maintained client relationships to grow business and improve account retention.
  • Contributed to organizational strategic direction to improve products and services.
  • Set goals and expectations for direct reports using performance review process, holding staff accountable.
  • Successfully improved employment turnover through creating incentive and training programs.
  • Promoted products, increasing customer base and market share.
  • Assessed reports and adjusted workflows to realign with targets.
  • Enhanced customer service and satisfaction through policy and procedural changes.
  • Oversaw personnel by commending or initiating promotions, transfers and disciplinary measures.
  • Recognized employees for demonstrating excellent service resulting in increased company morale.
  • Organized and oversaw work schedules of departmental managers.
  • Formed and sustained strategic relationships with clients.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Implemented successful business strategies to increase revenue and target new markets.

Education

NORTH SHORE COMMUNITY COLLEGE

Skills

  • Customer Service
  • Work Scheduling
  • Serve Safe Certified
  • Event Planning Knowledge
  • Catering Understanding
  • Leadership Trained
  • Catering Services
  • Baking and Food Prep
  • Scheduling Staff
  • Employee Performance Evaluations
  • Operations Management
  • Problem-Solving
  • Quality Assurance
  • Recruitment
  • Team Leadership
  • Reliable and Responsible
  • Training and Onboarding
  • Managing Reservations and Large Parties
  • Profit and Loss
  • Sanitation
  • Critical Thinking
  • Investigating Complaints
  • Fire Safety Regulations
  • Supply Ordering and Management
  • Budget Administration
  • Monitoring Food Preparation
  • Performance Improvement
  • Calm and Pleasant Demeanor
  • Liquor Law Compliance
  • Expense Tracking
  • Cost Controls
  • Collaboration and Teamwork
  • Recruitment and Hiring
  • Front of House Management
  • Staffing and Sales Reporting
  • Menu Pricing and Writing
  • Safe Food Handling
  • Facilities Planning
  • Customer Retention
  • Anticipating Problems
  • Coaching and Mentoring
  • Staff Supervision
  • Scheduling
  • Payroll Administration
  • Event Coordination
  • Calendar and Scheduling Software
  • Money Handling
  • Resource Allocation
  • Sales Promotion
  • Conflict Resolution
  • Delegating Assignments and Tasks
  • Sales and Marketing
  • Employee Supervision
  • Quality Control
  • Health Code Compliance
  • Hiring and Training
  • Relationship Building
  • Purchasing
  • POS Terminal Operation
  • Managing Deliveries
  • Inventory Management
  • Housekeeping

Affiliations

HACCP, TIPS, RBs and Serve Safe Certified

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Dining Room Manager

WESTMONT LIVING RIVERSIDE
11.2021 - Current

Assistant General Manager

PONTE WINERY
01.2021 - 11.2021

Director of Dining

La Costa Glen
01.2007 - 01.2020

Assistant Director of Food & Beverage

01.2006 - 01.2007

General Manager

MARRIOTT INTERNATIONAL
01.1999 - 11.2001

Assistant General Manager

Residence Inn by Marriott

Director of Operations

Marriott International, Inc.

NORTH SHORE COMMUNITY COLLEGE

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