Executive Manager Hospitality

Renee McEvoy
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

ASSISTANT EXECUTIVE MANAGER • FOOD & BEVERAGE MANAGER • EVENTS MANAGER
HOSPITALITY • TOURISM • GOVERNMENT

Seasoned management professional, expert in steering innovative strategies that serve to generate revenues, build dynamic teams, and deliver ‘red carpet’ customer service to an increasingly demanding public. “Leading from the front” management style has been the catalyst for restoring morale, resurrecting damaged client relationships, and instituting the type of transparent communication channels that build and sustain trust. Cited throughout career as a creative problem-solver, and calculated risk-taker; a change agent skilled in exposing inefficiencies, producing solutions, and shaping the future of business. Growth-focused, and inspired by the power of teams to deliver results.

Professional strengths include:
Ÿ Operations Management
Ÿ Project Coordination
Ÿ Supplier Negotiations
Ÿ Events Management
Ÿ Strategic Creation
Ÿ KPI Management
Ÿ $MM Budget Administration
Ÿ Profit Optimization
Ÿ Cost Containment
Ÿ VIP Customer Service
Ÿ Marketing / Promotions
Ÿ Relationship Management
Ÿ Organizational Restructures
Ÿ Revenue Generation
Ÿ Staff Counseling
Ÿ Performance Management
Ÿ Risk Reduction/Assessments
Ÿ Critical Problem Solving

Technology summary: MS Office Professional, Fedelio, Maxial, Check, LanMark, Micros

BENCHMARKS & MILESTONES

· Project-managed 15 conferences and conventions in just 5-months—each lauded by clients and guests as the “best ever.” (Shangri-La Hotel)
· Consistently met budget despite a period of tough economic conditions. Successful events produced additional revenues of $250K over budget forecasts. (Shangri-La Hotel)
· Boosted takings by 20% for the Rickshaws Restaurant through an integrated marketing revamp, new takeaway service, and comprehensive training-intensive for all staff.
· Turned around the financial performance of the Promenade Restaurant surpassing profit forecasts by up to 3%. Created staff incentive programs, special promotions for early diners, new menus, and theme nights. Cut wages by 2% through streamlined procedures and greater staff motivation.
· Pioneered groundbreaking dance party for 1000+ people. An Australian “first,” the initiative was a triumph, with the first four floors of the hotel sold out and delivering $78K in revenues.
· Broke the record for “most revenue in one day” for the Pier & Pines Bar, generating $3K over previous benchmark.
· Recipient, Team Member of the Month (Stamford Grand); three-times Best Tourism Restaurant, Best Conference Venue. (Australian Tourism Awards).
· Event managed the worldwide launch of Inveco trucks—made unique through the catering of a three-course dinner in a desert setting for 450 people. Coordinated helicopter fly-over stunts, an impressive fireworks display, and complex audiovisual positioning.

EMPLOYMENT SNAPSHOT

SHANGRI-LA HOTEL
2003–Present
Events Manager, Conventions & Incentives

STAMFORD GRAND ADELAIDE
2000–2003
Food & Beverage Operations Manager
2002–2003
Banquet Manager
2000–2002

COURAN COVE RESORT
2000
Banquet Manager

AYERS ROCK RESORT
1997–1999
Assistant Manager

EXPERIENCE NARRATIVE

SHANGRI-LA HOTEL
2003–Present
Events Manager, Conventions & Incentives
Report to: Director of Events • Budget: $700K catering; $2.7M accommodation
Direct Reports: 7 (Convention Secretary, event coordinators, event executives)
Establishment overview: Deluxe 5-star hotel located in The Rocks area of Sydney. 563 guest rooms, cocktail bar, three restaurants, lounge, public bar, and in-room dining. Boasts extensive conference facilities.
Convention clients include: Apple Computers, NRMA, University of New South Wales, Pioneer Electronics, StorageTek, Veritas Software, Goldwell Cosmetics, and more.

Appointed during a period of significant restructuring where an organizational shift to a sales and marketing focus had prompted client neglect, an unsettled staff in transition, and an ad hoc approach to systems and protocols. Immediate action was critical to restore ailing alliances both internally and externally, and institute a formal blueprint for managing the entire client relationship process.
Special contributions:
· Mastered the Fedelio computerized sales and catering system without training and with no previous experience. Investigated the processes surrounding reservations and front desk, documenting step-by-step procedures for streamlined guest processing and complaint-handling.
· Resurrected large corporate account dissatisfied with lack of cohesive communications over a pending business event. Gained familiarity with file, event progress, and immediately instituted procedural improvements that reinstated client confidence.
· Project-managed 15 conferences and conventions in just 5-months—each lauded by clients and guests as the “best ever.” 500-guest events valued from $4000 to $150,000 were delivered on time, on budget, and to clients’ specifications.
· Aided cash flow forecasting by surveying clients’ intent to return in 2004/2005 and entering into negotiations for upcoming events.
· Consistently met budget despite a period of tough economic conditions. Successful events produced additional revenues of $250K over budget forecasts.
· Integrated new processes with established systems using the advanced capabilities of Outlook, revamped wall planners, and ‘at-a-glance’ filing systems that streamlined daily work functions.
· Snared hundreds-of-thousands of dollars in revenues by signing large corporate, government, and educational clients including the University of New South Wales School of Finance & Banking ($100K), StorageTek ($150K), and smaller conferences averaging $50K each.

STAMFORD GRAND ADELAIDE
2000–2003
Food & Beverage Operations Manager
2002–2003
Banquet Manager
2000–2002
F & B Operations Manager reports: 7 (bar, coffee shop, restaurant, banquet, room-service managers)
Divisional Budget: $17 million
Establishment overview: 4.5-star property with 243 guest rooms, targeting the conference and leisure markets. Food and beverage contributed $17 million of the hotel’s $50 million annual revenues.
High-profile clients included: Mitsubishi, General Motors Holden, Microsoft, SouthCorp Wines, BHP, Sony

Track record of rapid progression. Promoted from Banquet Manager to Assistant Food & Beverage Operations Manager, and 6-months later to Food & Beverage Operations Manager.
Confronted upon commencement with an operation of divided team loyalties, an “us and them” mindset, lack of training, and closed communication channels. Budget blowouts and stagnant sales and marketing regimes threatened revenue growth.
Quickly assessed primary issues and instituted a series of internal mechanisms designed to rejuvenate team performances, elevate patron interest, and streamline operations. Results were impressive.
Selected contributions:
· Stamped-out staff cliques by rotating individuals through different roles and encouraging team reliance, communication and friendships. Established new communication channels that ensured easy access to the new style of open management.
· Delivered a 4% reduction in wage costs for the Rickshaw Restaurant. Recruited an accomplished restaurant manager, and championed tighter internal controls and rosters.
· Combined fresh marketing strategies in tandem with a takeaway service, and intensive staff training, producing revenue increases of 20% for the Rickshaws Restaurant.
· Turned around the Promenade Restaurant operations failing to deliver budgeted revenues, into an operation consistently surpassing profit forecasts by up to 3%. Successes were attributed to inroads made through new staff incentive program for up-selling stock, special promotions to attract early diners in traditionally ‘quiet’ periods, superior service, new menus and theme nights. Cut wages by 2% through streamlined procedures and greater staff motivation.
· Pioneered groundbreaking dance party for 1000+ people. In 3-months coordinated two party events with budget of $45K—overseeing marketing, print and electronic media promotions, state-wide posters, audio visual set up, sponsorship deals, and accommodation packages. An Australian first, the initiative was an outstanding success selling out the first four floors of the hotel and generating $78K in revenues.
· Sustained market share for the Piers & Pines Bar ($4.9 million in revenues) despite strong competition from two recently established bars. Maintained KPIs with well-controlled beverage and wage costs and revamped entire audiovisual system to surpass competitors’ offerings.
· Introduced a wine buffet that produced quick sales of unused stock, increased average beverage spend per person, and lowered costs by 2%.
· Broke the record for “most revenue in one day” for the Pier & Pines Bar, generating $3K over previous benchmark.
· Partnered with the owner of the Temptation Yacht in a co-branded marketing alliance to provide outdoor catering services to elite corporate groups. Personally coordinated helicopter photo-shoot and produced flyers—an initiative that added $40K to the food and beverage division’s bottom line.
· Devised special promotions that exposed greater numbers of the general public to the restaurant. Included collaborative marketing with the local cinema, opera nights with the Adelaide Opera Company, jazz lunches, and concierge recommendations/network cards.
· Saved $660 a week by signing entertainment directly and circumventing agents.
· Trained up to 150-staff in all areas of food and beverage operations, and tracked staff progress for yearly staff evaluations.

As Banquet Manager
Conceived and implemented operational improvements that delivered consistent revenues of $5M per annum. Managed a team of 40 catering up to 600 guests per event.
· Built convincing case for the purchase of a new $50K banquet dance floor that slashed staff set-up times by 50% and produced return on investment in 2-years.
· Designed and coordinated the construction of a revamped cutlery storage system that revolutionized set-up and manual handling procedures.
· Instigated a $60K solution for the redesign of storage areas that boosted staff efficiency by 50%—representing a payroll saving of $82K per annum.

COURAN COVE RESORT
2000
Banquet Manager
Snared lucrative companies such as Austar, Flight Centers, South African Rugby Team, and several international teams training for the Olympic Games.

AYERS ROCK RESORT
1997–1999
Assistant Manager
The absence of a full-time manager resulted in the elevation of the Assistant Manager’s role—collaborating with the senior leadership team in driving new directions for the resort during a period of upgrade and change.
Assumed full management of large corporate events, boosted banquet patron numbers, and contributed to a $1 million capital expenditure project.
· Spearheaded the purchase of new vehicles valued at $140k, and ice machines at $40K. Negotiated discounts and concessions from suppliers for ‘best price’ deals on accessories.
· Contributed to senior management brainstorming sessions, staking restaurant boundaries and connecting roadways.
· Created the blueprint for the opening of a new restaurant—from concept through implementation. Produced documentation on procedures from guest arrival through departure.
· Boosted guest volumes for the Sounds of Silence restaurant by 225% across three separate sites via a strategy of exceptional service and menu quality.
· Set-up photo shoots for Channel 9’s Getaway, Channel 7’s The Great Outdoors, and a crossover by American television giant, NBC.
· Event managed the worldwide launch of Inveco trucks—made unique through the catering of a three-course dinner in a desert setting for 450 people. Coordinated helicopter fly-over stunts, impressive fireworks display, and complex audio visual positioning.
· Coordinated complete logistics and operations of 350-guest Heineken Europe Incentive, Star Alliance (Ansett) and the launch of the Elle McPherson hair care range.

EDUCATION

Diploma de culinere, Le Cordon Bleu
International College of Hotel Management (1997)

Certificate in Hotel & Catering Operations
Regency Hotel School (1994)
PRWRA
Gayle M. Howard -getinterviews@topmargin.com - Top Margin - http://www.topmargin.com