Tom Wyatt, IOM
Atlanta,GA
Summary
I am a mission driven experienced leader driving remarkable guest experiences elevated by supporting my team-through exceptional attention to detail. Anticipating needs activating established relationships in the metro Atlanta market while yielding sound hospitality leadership through optimized scheduling, inventory management, front of the house leadership, and client interface.
Overview
5
5
years of professional experience
Work History
Sr. Assistant General Manager
New Realm Brewing
10.2023 - 05.2024
- Mitigated inherited communication challenges through implementation of Microsoft Teams
- Engaged numerous maintenance projects that improved facility operations
- Tackled payroll errors and enhanced accuracy to above 90% in 60 days
- Tackled building cleanliness and elevated weekly close process within 90 days
- Hired needed staff for the volume period of 04/24 through 10/24
- Synchronized uniform of team as one unit within 120 days
- Executed a company revenue record week for St
- Patty’s Day 2024
- Wrote Menu Rollout Guidance 2024 improving the process for staff awareness through guest engagement
- Scheduled Front of House staff utilizing HotSchedules technology managing labor below 13%
- Executed Bar Management Inventory for $2 million annual beverage program
- Counseled, trained, advised, and motivated staff from hourly to salaried associates.
- Assisted with the preparation of presentations, reports and other documents for management meetings.
- Served as contact person and source of information to maintain good communication with clients.
- Instituted new employee training procedures to reduce onboarding process time length.
- Checked stock to determine inventory levels and maintain office supply products.
- Maintained front desk to provide positive first impression.
- Greeted guests and vendors to assist in navigating space.
- Reviewed and approved vendor invoices.
- Reserved and managed meeting room availability.
- Offered reception coverage to relieve staff during absences or breaks.
- Assisted with set up for social events and food deliveries.
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Oversaw product development initiatives from concept through completion stages.
- Ensured compliance with local health department regulations regarding food safety standards.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Developed marketing strategies designed to increase brand awareness within target markets.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
Assistant General Manager
White Oak Kitchen & Cocktails
11.2022 - 05.2023
- Supported the General Manager and ownership team in operating a 300 Seat $5,000,000.00 annual enterprise
- Developed, recruited, and retained a diverse, inclusive, and talented team
- Wrote and led the implementation of the dining room strategy managed for peak volume service which led to consistent achievement of weekly revenue goals since January 2023
- Co-led a team of 80 associates
- Partnered with Executive Chef and marketing in curating events and menus that drove revenue
- Implemented and sustained processes that grew profitability leading After Action Assessment
- Built partnerships in the area with hospitality leaders sustaining customer interest, guest loyalty, and revenue growth
- Reinstituted Line-Up for fine dining service team
- Rolled Out a new Winter Menu
- Reinstituted Bar|Inventory|Management system for a $1 million dollar annual beverage program
- Re-Activated BEO|Operations Meeting conducted weekly driving organizational performance
- Focused serving team on (3) V’s: Verbiage, Volume, Versatility
- Researched and wrote a compensation review based on an analysis of the Atlanta market.
- Developed and implemented effective strategies to maximize sales and profits.
- Monitored inventory levels and placed orders for new stock as needed.
- Created promotional campaigns to increase store traffic and generate revenue.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Evaluated current processes within the store environment to identify areas of improvement.
- Collaborated with other departments within the organization to coordinate projects.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Performed administrative tasks such as filing paperwork, preparing documents.
- Communicated regularly with suppliers regarding product delivery timelines, pricing information.
- Motivated and led team members to work together to achieve targets.
- Managed store cash intake with high accuracy and prepared daily bank deposits.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
- Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
- Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
- Enhanced team engagement and performance with daily updates and informational meetings.
- Helped team develop specialized projects, events and promotions.
- Fostered performance-oriented environment focused on promoting team collaboration, personal accountability and long-term business success.
- Oversaw efforts to update computer systems with pricing and specials for optimal recordkeeping.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Front Office Specialist
Epicurean Atlanta Autograph Collection
10.2021 - 10.2022
- Experienced member of the opening Front Office team for 13 months at Atlanta’s only boutique culinary hotel featuring 3 restaurants and 3 bars
- Driving top performance in our comp set
- Liaised with celebrities, production company staff, corporate executives, public officials, entertainers, athletes, and Atlanta’s brides, grooms, and their friends and family
- Supported each team in the Rooms Division yielding exceptional guest experiences for 1000’s of visitors during the (13) month period
- Given proximity to the Reverence Fine Dining restaurant welcomed hundreds of guests in the absence of a host and restaurant Manager
- Fielded substantial feedback from guests regarding their dining experience
- Daily-sometimes facilitating service recovery
- Most recently responded to inquiries to many of the nearly 500 attendees of the Atlanta Food and Wine Festival event hosted at Epicurean Atlanta Hotel October 2022
- Served as host/liaison to Mayor Andre Dickens and staff during three high profile events.
- Greeted customers in a professional and friendly manner.
- Answered telephone calls, responded to inquiries and provided information regarding services.
- Maintained customer accounts by recording and updating account information.
- Processed payments accurately and efficiently.
- Scheduled appointments for clients according to established procedures.
- Provided administrative support to other departments when needed.
- Performed data entry tasks into company databases accurately and efficiently.
- Ensured proper handling of confidential information at all times in accordance with company policies.
- Maintained cleanliness of front desk area by organizing materials on a regular basis.
- Operated office equipment such as computers, printers, copiers, scanners.
- Monitored incoming emails, faxes and mail ensuring timely response or forwarding to appropriate personnel.
- Provided assistance to visitors in finding their way around the office premises.
- Calculated money due and processed payments.
- Maintained front office cleanliness and organized supplies to increase productivity.
- Welcomed large volume of guests and improved overall customer service.
- Directed clients and guests to correct departments, rooms and staff members.
- Received and screened high volume of internal and external communications.
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.
- Booked hotel rooms, car rentals and flights for company trips and conferences.
- Greeted guests and vendors to assist in navigating space.
Concierge
The Candler Hotel by Curio
09.2019 - 04.2020
- Dynamic and versatile member of the Front Office opening team for this 300 room boutique/luxury hotel driving top performance in our comp set
- Supported a $6000.00 monthly service recovery budget to ensure enhanced guest experiences
- Developed Christmas Week 2019 itinerary for Mr
- Miller and family (hotel property owner)
- Recognized in 2020 as a top performer delivering exceptional guest service through SALT surveys in 2019
- Wrote VIP Protocol for hotel Front Office team reference
- Consistent staff highlight on Trip Advisor delivering exceptional service
- Liaised with Historical Tours of Atlanta conducting numerous tours of the property highlighting its historical significance
- Hosted Asa G Candler the V (nearest descendant to the founder of Coca Cola) and family successfully for his birthday celebration
- Hosted DELTA’s In Service Flight team during training conference 2019
- Hosted SEC Championship 2019 attendees
- Hosted 2019 Chick Fil A Peach Bowl attendees
- Interfaced with transportation and security team members while hosting Celebrity clientele.
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities.
- Arranged reservations for dining, entertainment, sightseeing tours, theater tickets, and sporting events.
- Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival.
- Assisted with check-in and check-out procedures including confirming reservation details and providing directions to guest rooms.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Managed incoming calls from guests ensuring that all requests were handled efficiently and accurately.
- Processed payments for services rendered using cash register systems or POS terminals when necessary.
- Developed strong relationships with key partners in order to ensure smooth operations between departments.
- Organized packages received by mail or courier on behalf of guests while ensuring they are properly tracked.
- Ensured compliance with safety regulations within the workplace by following established guidelines.
- Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times.
- Kept updated records of guest feedback forms in order to measure service quality over time.
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
- Performed administrative duties such as filing paperwork related to concierge service transactions.
- Prepared reports detailing customer satisfaction surveys and other data pertaining to concierge services.
- Trained new staff members on proper policies and procedures related to customer service delivery.
- Directed incoming calls and messages to appropriate staff or residents.
- Maintained guest privacy and building reputation by keeping information confidential.
- Entered work orders for housekeeping, pest control and maintenance issues.
- Arranged special accommodations for guests to enhance visitor experiences.
- Retained knowledge of local events to offer recommendations and personal services.
- Arranged wake-up calls, dry cleaning and pet care as requested by patrons.
- Scheduled conference room and other reservations using proprietary software.
- Assisted in arranging for restaurant reservations and limousines upon guest request.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Built and maintained productive relationships with employees.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
- Took reservations from patrons by phone or online.
- Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Made reservations for spa treatments, restaurants and golf tee times.
Education
Public Management|Non Profit Management -
Georgia State University
01.2019
IOM -
Institute for Organizational Management
01.2009
A.S. -
Georgia Military College
01.1999
Skills
- Clear Communication
- Motivating
- Execution
- OPERA
- TOAST
- HOTSCHEDULES
- OPEN TABLE
- Triple Seat-Catering Software
- ALOHA
- 7SHIFTS
- GOOGLE Docs
- PayCor
- ADP
- OnQ
References
- Executive Chef Josue Baron, New Realm Restaurant & Brewery, 815.651.4333
- Mr. Joshua Lee, Brewed to Serve, 770.875.2027
- Mr. Faze Sobhan, Epicurean Atlanta Hotel, 610.772.4688
- Ms. Clarice Amato, Personal Assistant to George Lopez, 310.402.1409
Timeline
Sr. Assistant General Manager
New Realm Brewing
10.2023 - 05.2024
Assistant General Manager
White Oak Kitchen & Cocktails
11.2022 - 05.2023
Front Office Specialist
Epicurean Atlanta Autograph Collection
10.2021 - 10.2022
Concierge
The Candler Hotel by Curio
09.2019 - 04.2020
Public Management|Non Profit Management -
Georgia State University
IOM -
Institute for Organizational Management
A.S. -
Georgia Military College