Customer Service Quality Assurance

Luis A. Cortez

*** * ****** ** ( Anaheim, CA ****3 ( Cell: 714-***-**** ( E-mail:

abhkfq@r.postjobfree.com

Objective: To secure a position as Limousine Driver

Summary of Qualifications

( Extensive experience in Hospitality in food service, production,

quality, and beverage control.

( Years of Experience in delivering excellent service at five stars

hotels.

( Dynamic leadership abilities concerning staff supervision and

training.

( Proficient with Microsoft and Adobe Software: Word, Excel,

PowerPoint, Publisher, Outlook, Photo Shop, Acrobat,

Internet Explorer, HLBFS, OnQ, and Delphi applications.

( Significant exposure to front- and back-end hospitality operations

in multicultural environments.

( Proficient in Spanish Language.

( B.S. degree focusing on Hotel & Restaurant Management.

( B.A. degree focusing in Philosophy & Literature.

Professional Experience

Excellence in Service Delivered at Five Start Hotels (The Island

Hotel 2008-2010).

( Played key role in delivering excellent delivery of food service in

the banquet department at the Island Hotel; delivered

food beverage and accompaniments in a synchronized style which

resulted in a friendly, elegant and unique technique to

ensure guest satisfaction. In the back of the house contributed to

set and display of food and beverage on buffet tables for

delivery to function guests requiring buffet service; in wedding

and hosted receptions contributed to the delivery food and

beverage on a tray passed technique which resulted in a friendly,

courteous and elegant part of a banquet event.

Profit Oriented Manager dedicated to Customer Service.

( Resolved guest inquiries in a timely manner. Served as primary

liaison between hotel guests and organization.

( Communicated with guests and recommended food and beverage

purchases that suited guests' needs.

( Maintained full responsibility for high quality assurance ratings

in in-room dining (SALT Scores).

( Directed and managed multiple banquet functions of up to 600

guests.

Written and Verbal Communications

(Wrote policy and procedural manuals for In-Room Dining Standards.

( Conducted Presentations using PowerPoint to enhance customer

service standards.

( Successfully managed a staff of 30 team members consisting of four

F&B outlets

( Responsible for organizing, scheduling, and training new F&B

managers.

( Developed a Banquet Training program for all banquet staff.

Work History

( Banquet Captain, Embassy Suites Anaheim South/ Garden Grove, CA

2008-2011

( Banquet Server, the Island Hotel (On Call Basis)/Newport Beach, CA

2008-2010

( Assistant F & B Outlets Manager, Hilton Orange County/Costa Mesa,

2006-2008

( In Room Dining Attendant, Hilton Orange County/Costa Mesa, 2004-

2006

( In Room Dining Attendant, Hyatt Regency Plaza, Irvine, CA, 2004-

2005

( Restaurant Server/Bartender, Bristol Palms Restaurant, Hilton

Orange County/Costa Mesa, 2003-2004

( Banquet Server, Hilton Orange County/Costa Mesa, 2000-2003

( Police Officer, Municipal Police Department, Tijuana B.C., Mexico

1997-2000

Education

( B.S., Hotel & Restaurant Management, California State University,

Long Beach, December 2007.

( B.A., Philosophy and Letters, Diocesan Seminary, Tijuana B.C.,

Mexico, 2000

( Hilton University., Setting Expectations, Basic Principles,

Coaching for empowerment, Giving Recognition,

Feedback and Discipline, Behavioral Interviewing Techniques. Hilton

Anaheim, CA 2006-2007

( Certificate. SERVE SAFE (NRAEF), California State University, Long

Beach, 2006.

( Certificate. Professional Bartending Management, Cypress College,

Cypress, CA 2005

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