natassja gonzalez

Food and Beverage Operations Manager at Hilton Times Square

* Assisted the Food and Beverage Director in managing the day-to-day operations of the restaurant, bar and room service * Maintained a floor presence during all shifts to ensure high quality service, optimal guest satisfaction and staff support * Worked with the Sales Manager to assist with BEO; room set ups, a.v. and catering requirements * Assisted in accordance with our F&B team with the development of our food and cocktail menus * Used social media sites as a marketing tool to communicate implemented promotions and events * Created SOP to assign responsibilities and workstations to employees in accordance with work requirements * Assisted in the hiring, training, developing, counseling and disciplining of employees * Prepared schedules and ensured that all shifts were covered while minimizing overtime * Performed various financial activities such as cash handling, end of shift drops and payroll

* Opened the restaurant and prepared for the anticipated covers of the shift * Recorded and mapped out seating for our guests' reservations via OpenTable * Greeted every guest with a smile when arriving and thanked them at the end of their meal * Supervised the floor and made sure that everything ran smoothly * Anticipated and followed through with VIPs and frequent guests’ needs and/or complaints * Took and imputed dining orders, collected payments and closed checks when needed * Provided training for new coming hostess and room service order takers * Performed related duties/special projects as assigned; E.g.: assisted with BEOs, amenities, * payroll & scheduling

* Maintained complete knowledge of and complied with all policies, service procedures and standards * Assisted in various stations of the club, E.g.: the kitchen station, concession stands, and bars * Made preparations for Delta Club’s pre-game and post-game events and private parties * Provided excellent service to our elite club members by serving them in a timely, courteous and accurate manner

* Coordinated trade shows and supplier events * Created flyers, brochures and monthly newsletters * Assisted with the roll-out of the e-Learning platform and incentives * Assisted in handling private OLTA * E.g: Tablets Hotels * Communicated hotel promotions via Social Media * E.g.: Facebook and Twitter * Produced monthly production reports

* Restocked and assisted with inventory for room service liquors and supplies * Collected payment from room service guests and restaurant servers at the time of their shift * Completed daily activity reports at and made cash drops for all food and beverage outlets * Made sure that all the VIPs received their corresponding amenities * Attended meetings of Food and Beverage managers to discuss and resolve conflicts

* PRE-OPENING * Assembled guest rooms from scratch; E.g.: arranged beds, desk, and minibars * Inspected rooms and completed a punch list for housekeeping and engineering discrepancies * Maintained cleanliness of hotel facilities during construction phase * OPENING * Registered and assigned rooms to guests via Opera database * Ensured that all guests were being treated in an efficient and courteous manner * Responded appropriately to guest complaints while making suitable service recovery * Provided exceptional concierge services; E.g.: restaurant reservations and theater bookings * Worked in conjunction with other hotel departments in order to facilitate communication * Completed night audit and settled all credit card transactions for the hotel * Ensured that all daily functions and reports were completed to prepare for the following day * Acted as the Deputy Fire Safety Director on my shifts

* Met and greeted guests and responded to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolve guest concerns * Ensured compliance with health, safety, sanitation and alcohol awareness standards * Assisted in the management of all Food and Beverage operations such as guest service, food and beverage quality, inventory management, outlet reservations and occupancy, systems management, budget and forecasting, marketing and report generation * Ensured consistency in food quality and presentation and monitor cost and portion controls * Assisted in monitoring and developing team member performance * Provided supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward * Assisted in recruiting, interviewing and training team members