Jacalyn Victoria Columbia
Medford,MA
Summary
Dynamic leader with a track record of enhancing team performance and guest satisfaction at The Westin D.C. City Center Hotel. Expert in strategic planning and business operations, achieving a notable 93 NSAT score with Delta Airlines. Skilled in employee training and proficient in Ultipro and SAP Success Factors, adept at driving operational excellence and financial efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Restaurant Associates
East Boston, MA
10.2024 - Current
- Collaborated with the team on opening Delta One Lounge at Boston Logan International Airport.
- Collaborated with Delta Airlines on opening procedures and expectations.
- Conducted compliance training for all new hires.
- Collaborated with Fortessa for smallware material shipments.
- Optimized employee remuneration systems through effective use of Ultipro and SAP Success Factors.
- Developed comprehensive run-through of orientation topics to enhance new employee integration.
- Ended the year successfully, attaining a 93 NSAT score with Delta Airlines for 2024.
Director of Restaurants
Gaylord National Harbor
National Harbor, MD
02.2024 - 09.2024
- Directs operations at Old Hickory Steakhouse, ensuring annual revenue projections of 8.3 million are met.
- Coordinate execution of VIP events alongside restaurant sales team.
- Implemented and managed CI/TY event software tools.
- Lead daily forecast and labor review meetings.
- Partnered with the marketing department to roll out wine dinners, introduce new menu items and ensure effective team member performance.
- Led compliance efforts on Micros POS System and PCI standards.
- Directed operations of team handling more than 60 union members.
- Enhanced record-keeping efficiency with Microsoft Teams and Office 365.
- Assisted in the formulation of various menus for multiple dining venues such as restaurants and private rooms.
- Ensured regulatory adherence when incorporating new vendors and distributors via Avendra programs.
- Evaluate day-to-day financial efficiency and productivity of the restaurant through Atlas, Micros POS, Avero systems.
- Decreased beverage cost by 10% through effective inventory management and team training.
Director of Banquets, Events and Beverage
The Westin D.C. City Center Hotel
Washington, DC
11.2021 - 02.2024
- Supervised banquet and event activities generating over $3 million in annual revenue.
- Served as onsite contact for organizing banquet and event functions.
- Executed administrative functions such as weekly payroll processing, monthly forecasting, and coordination of quarterly departmental meetings
- Facilitated budget administration activities including cost analyses, inventory tracking, and financial forecasting for Banquet Events and beverage services.
- Worked alongside Catering and Sales to align guests' expectations with event logistics.
- Conducted thorough monthly P&L critique for various outlets, banquets, and culinary departments.
- Oversaw smooth transition to PBX Micros system in diverse establishments such as bars, banquet halls, and outlets.
- Directed creation and updates of menus, including seasonal changes.
- Enhanced guest service experience by creating and developing food, beverage promotions, specialty bar offers, and VIP event packages.
- Chosen to compete in National Cherry Blossom Festival Cocktail Competition and secured second runner-up position with Cencherry Old Fashioned handcrafted cocktail.
- Conducted monthly and quarterly inventories to maintain cost controls for supplies and vendor management.
- Implemented efficient strategies for managing Banquets and Hotel Outlets inventory.
- Sustained liquor costs of 19% for 2022 and achieved further reduction to 18% in following year, outperforming fiscal goals.
- Streamlined procurement process by integrating Avendra and Craftables within the hotel's operations.
- Aided in developing and executing marketing initiatives for all Beverage programs across Banquets, Special Events, and Outlets.
- Enhanced overall guest experience through employee empowerment and a focus on quality service enhancement.
- Secured adherence to procedures and regulations through proper oversight of service equipment sanitation, maintenance, and operation.
- Coordinated with HR for comprehensive interview processes and onboarding of new employees.
- Oversaw duties related to managing schedules, tracking attendance, and evaluating performance of outlet management personnel.
- Evaluated employee performance through annual assessments to support career growth.
- Co-created training documentation, instructional content, and educational plans with Human Resources for Banquets, Beverage, and Outlets.
- Collaborated with Nestle corporation to devise, promote, and launch Starbucks (Proudly Serve).
- Led team member development through quarterly Starbucks training.
Task Force Food and Beverage Manager
The Westin Boston Seaport District
Boston, MA
11.2021 - 06.2022
- Managed union member staffing, inventory, and event setup.
- Led the In-Room Dining/Honor Bar Team and enhanced operational performance, achieving a year-over-year revenue boost of $250,000.
- Orchestrated total reintroduction of Honor Bar Product achieving a 20% rise in year-to-date sales.
- Generated comprehensive monthly inventory and variance reports specific to Banquets and Honor Bar.
- Sustained exceptional quality in all areas of banquets and special events, contributing to significant annual profit growth of 700K YTD
- Directed comprehensive banquet workforce comprising captain, permanent and temporary servers.
- Developed comprehensive server timetables meeting organizational requirements.
- Streamlined information flow for Banquets and Special Events team.
- Assisted the Sales and Catering Team with all property site tours and menu tastings
- Organized planning meetings with Catering, Conference Services, Culinary and Steward departments.
- Directed holiday beach festivals, fundraisers, and pool parties effectively.
- Regularly updated and maintained payroll, gratuity, and vacation reports using software systems.
Restaurant General Manager
Westin Hotels
Alexandria, VA
06.2021 - 11.2021
- Directed daily functions of Hotel Outlet including food and beverages.
- Contributed to refining operational strategies involving revised hiring criteria, modified service procedures, and realigned customer demands after the pandemic.
- Designed successful food and beverage campaigns spotlighting leading wineries, breweries, distilleries.
- Developed monthly promotional strategies for all outlets.
Guest Services Coordinator
Ocean Prime
Boston, MA
07.2020 - 05.2021
- Utilized OpenTable Guest Center to manage extensive dining operations and oversee large-scale private events.
- Maintained high levels of customer care through efficient inquiry management.
- Oversaw and improved efficiency of outlet service staff as the lead hostess.
- Ensured equipment maintenance, cleaning, and service complied with national, state, and local safety standards.
Food and Beverage Banquet Manager
The Westin Boston Seaport District
Boston, MA
02.2020 - 03.2020
- Supervised 60+ union members while executing events as large as 2,000 people in a convention style hotel with 800 rooms and 95,000 sq ft of meeting space
- Collaborated with Sales Managers to lead and organize all pre-con meetings for group contracts.
- Streamlined communication between Sales team and Food and Beverage department.
- Enhanced teamwork and collaboration with union workforce.
- Carried out administrative duties with emphasis on meticulous banquet forecast planning.
- Skilled with handling both Marriott CITY programs and Lightspeed software efficiently.
Dining Room Manager
The Varano Group (Strega Restaurants)
Boston, MA
08.2019 - 02.2020
- Directed daily operations for fine dining Italian steakhouses Strega Prime and STRIP by Strega with 250 seating capacity.
- Performed various administrative tasks including payroll processing, inventory control, and financial reporting, through the use of BinWise and BinScan.
- Conducted routine assessments to develop and update menu offerings.
- Assisted with the development of the Beverage program and managed the implementation of promotions and creative initiatives
- Responded to and maintained all OpenTable reviews and guest responses
Food and Beverage Operations Manager
Sheraton Denver Tech Center Hotel and Resort
Greenwood Village, CO
11.2018 - 08.2019
- Directed operations for Outlet and Banquet services at a premium hotel with 250 rooms
- Executed administrative functions such as payroll, scheduling of 30+ Food & Beverage and Banquet employees, and using CITY to close, open, and edit Banquet checks
- Provided support to Food & Beverage Director in overseeing Outlet and Banquet staff.
- Implemented Brand Standard Audit (BSA) Training sessions to boost compliance with quality standards.
- Facilitated daily BEO meetings and group pre-con meetings
- Directed all aspects of Micros software implementation and station configuration.
Education
Bachelor of Science - Hospitality Management, Beverage Management
Florida International University
01.2019
Associate of Occupational Studies - Culinary Arts, Restaurants
Culinary Institute of America
01.2014
Associate of Science and Professional Studies - Business Management
Bergen Community College
01.2012
Skills
- Proven Team Management Skills
- Employee Training Expertise
- Effective Team Management
- Development Experience
- Proficient in Business Operations
- Strategic Planning Expertise
Certification
- Serv Safe Certification, 12/31/27
- TIPS Certification, 12/31/25
- DC Health Certification, 12/31/26
- DC ABRA License, 12/31/25
- Manager of the Quarter, 12/31/22
- First Aid CPR American Heart Association, 12/31/25
- Digital Learning Zone Marriott Training Transcript, available upon request
Timeline
Assistant General Manager
Restaurant Associates
10.2024 - Current
Director of Restaurants
Gaylord National Harbor
02.2024 - 09.2024
Director of Banquets, Events and Beverage
The Westin D.C. City Center Hotel
11.2021 - 02.2024
Task Force Food and Beverage Manager
The Westin Boston Seaport District
11.2021 - 06.2022
Restaurant General Manager
Westin Hotels
06.2021 - 11.2021
Guest Services Coordinator
Ocean Prime
07.2020 - 05.2021
Food and Beverage Banquet Manager
The Westin Boston Seaport District
02.2020 - 03.2020
Dining Room Manager
The Varano Group (Strega Restaurants)
08.2019 - 02.2020
Food and Beverage Operations Manager
Sheraton Denver Tech Center Hotel and Resort
11.2018 - 08.2019
- Serv Safe Certification, 12/31/27
- TIPS Certification, 12/31/25
- DC Health Certification, 12/31/26
- DC ABRA License, 12/31/25
- Manager of the Quarter, 12/31/22
- First Aid CPR American Heart Association, 12/31/25
- Digital Learning Zone Marriott Training Transcript, available upon request
Bachelor of Science - Hospitality Management, Beverage Management
Florida International University
Associate of Occupational Studies - Culinary Arts, Restaurants
Culinary Institute of America
Associate of Science and Professional Studies - Business Management
Bergen Community College
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