SHILJO MATHEW
West Haven,CT
Summary
Proven team leader and effective communicator, adapt at operational improvement and relationship development, enhanced The Ritz Carlton's service standards through meticulous supervision and problem resolution. Mentored staff, significantly boosting performance and customer satisfaction, while expertly managing beverage inventory, showcasing a blend of hard and soft skills. Motivated Service Worker with exceptional social skills, communication abilities and customer service background. Dedicated to following health and safety guidelines and handling food items properly. Pursues every opportunity to support team members and proactively address issues.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Restaurant Operations Manager
Kochin Hut
12.2023 - Current
- Improved overall guest satisfaction by implementing new staff training programs and streamlining restaurant operations.
- Reduced food waste through careful inventory management, menu planning, and portion control.
- Enhanced employee retention by fostering a positive work environment and providing ongoing professional development opportunities.
- Ensured compliance with health and safety regulations through regular audits, risk assessments, and staff training sessions.
- Increased revenue by identifying areas for growth, developing promotional strategies, and cultivating relationships with key business partners.
- Established strong communication channels between front-of-house and back-of-house teams for seamless service delivery.
- Implemented customer feedback systems to identify areas for improvement in both the dining experience and operational processes.
- Maintained accurate financial records by tracking daily revenues/expenses closely.
- Monitored labor costs carefully while ensuring sufficient staffing levels during peak periods.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty..
Management Trainee
Enterprise Rent-A-Car
11.2022 - 10.2023
- Improved management skills by participating in rigorous training programs and workshops.
- Enhanced team performance by implementing effective communication strategies within the group.
- Developed problem-solving abilities through hands-on experience with real-life business scenarios.
- Strengthened leadership skills by overseeing projects and guiding team members towards successful outcomes.
- Maintained high-quality standards in all aspects of work, ensuring customer satisfaction at every touch point within the business journey.
- Handled day-to-day customer or client questions via telephone or email.
Food and Beverage Supervisor
The Ritz Carlton Grand Cayman (Forbes 5 Star)
07.2018 - 03.2020
- Achieved monthly sales goals by using successful strategies to promote specials, desserts and alcoholic beverages.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Enhanced customer satisfaction by providing attentive service and anticipating guests'' needs.
- Contributed to team success by cross-training in multiple roles, ensuring seamless coverage during busy periods or staff absences.
- Reduced wait times for customers by efficiently managing table turnover and coordinating with host staff on seating arrangements.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Provided training assistance for new hires, helping them acclimate quickly to restaurant procedures and expectations for excellent service delivery.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers..
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and effective service
- Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests or dietary restrictions.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Learning Coach/ Server
The Ritz-Carlton Hotel Company
03.2015 - 07.2018
- Coached and mentored new employee on restaurant SOP and time management.
- Helped employees prepare for routine and standardized restaurant operation
- Planned lessons for allotted time to strengthen weak areas and build skills on stronger ones.
- Provided early intervention to the newly joined employees to boost understanding and performance.
- Created special handouts, study guides and assessments to evaluate and boost employees menu knowledge.
- Tracked learning progress in order to identify opportunities to enhance the knowledge.
- Assisted manager and supervisors during the restaurant operation.
- Conduct monthly safety topic.
- Track the guest engagement survey.
Food and Beverage Associate
The Ritz Carlton
10.2013 - 02.2015
- Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
- Limited portion sizes and used garnishes to control food costs.
- Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
- Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Organize the Bar for the operation
- Order the wine and spirits
- Send consumption Report to the manager and F&B controller
Food and Beverage Associate
The Taj Falaknuma Palace
01.2012 - 10.2013
- Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
- Orchestrated positive customer experiences at all stages by overseeing every area of restaurant and banquets operations.
- Assisted wait staff with timely food delivery and guest requests.
- Transported dirty utensils, dishes and trays to kitchen to support efficient cleaning.
Education
No Degree -
WSET Level 2
Cayman Island Bachelor of Hotel Management -
Osmaia University
Hyderabad05.2012
High School Diploma -
P K P Higer Secondary School
Kerala03.2006
Skills
- Supervision
- Operational improvement
- Group tutoring
- Reading level analysis
- Team management
- Problem resolution
- Strategic Planning
- Relationship development
Accomplishments
Completed WSET level 2 Award in wine and spirits
certification in one Day programe in cognac
completed Macallan whiskey training session
Attended training session taken by the Diageo's world class bartender Charles Joly
Attended cookery shows conducted by celebrities chefs (Jose Andrews ,Eric Ripert,Antony Bourdain, Emeril Lagasse, Andrew Zimmern )
Attended champagnes training session conducted by Ambassador for Dom perigon
Certification
- ServSafe
- First Aid Certified
- Training for Intervention ProcedureS(TiPS)
- POS Micros Simphony
- Information security and protection Training (ISPT)
- Social Media: personal and professional Impacts
Reference
Mr. shyam Nair
Food and Beverage Manager
The Ritz carlton Cayman Island
Mr. Kiran Krishnan
EAM Food and Beverage
Jade Mountain, St.Lucia
Mr.Praveen Nair
Food and Beverage Supervisor
Mandarin Oriental Hotel Group
Timeline
Restaurant Operations Manager
Kochin Hut
12.2023 - Current
Management Trainee
Enterprise Rent-A-Car
11.2022 - 10.2023
Food and Beverage Supervisor
The Ritz Carlton Grand Cayman (Forbes 5 Star)
07.2018 - 03.2020
Learning Coach/ Server
The Ritz-Carlton Hotel Company
03.2015 - 07.2018
Food and Beverage Associate
The Ritz Carlton
10.2013 - 02.2015
Food and Beverage Associate
The Taj Falaknuma Palace
01.2012 - 10.2013
No Degree -
WSET Level 2
Bachelor of Hotel Management -
Osmaia University
High School Diploma -
P K P Higer Secondary School
- ServSafe
- First Aid Certified
- Training for Intervention ProcedureS(TiPS)
- POS Micros Simphony
- Information security and protection Training (ISPT)
- Social Media: personal and professional Impacts
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