SUNNY D'SOUZA
Summary
An experienced and professional in Restaurant & Bar management with a strong interest to increase customer satisfaction and at the same time make sure all of the operations are being done properly and the staff is happy.
Overview
10
10
years of professional experience
Work History
Beverage Manager & Head Mixologist
Living Liquids Pvt Ltd.
Santa Cruz, India
01.2024 - Current
- Designed creative cocktail recipes that became popular among guests, driving repeat business.
- Designed beverage menus.
- Selected wine, beer and alcohol products based on customer feedback and local product availability.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Used DYNE software to record ordering data and created organization and room storage system.
- Managed all day-to-day operations within budgeted guidelines.
- Built stronger wine list aligned with trends, improved credibility of restaurant's program and raised profitability per glass.
- Established strong relationships with suppliers, securing high-quality products at competitive prices.
- Improved average wine and alcohol spend per guest through curation, service training, and hands-on hospitality.
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Oversaw selection, ordering and inventory controls of wine, beer and alcohol program.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Complied with health and safety regulations.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Managed bar and wait staff and directed hiring program.
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
- Worked with on-site and external party planners to create and manage beverage ordering and waitstaff for small and large events.
- Developed staff training programs to enhance employee knowledge and skillsets in the beverage industry.
- Boosted customer satisfaction by implementing innovative beverage menu options and ensuring quality service.
- Fostered a positive team atmosphere by promoting open communication channels between staff members regarding best practices or concerns within the workplace setting.
- Conducted regular performance evaluations for staff members, providing constructive feedback to foster growth and development.
- Oversaw daily operations, ensuring smooth workflow, excellent customer service, and efficient problem resolution.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Motivated staff to perform at peak efficiency and quality.
- Implemented creative marketing strategies to promote featured drinks, boosting revenue growth.
- Mentored junior bartenders in advanced mixology skills, facilitating their professional development within the industry.
- Developed creative bar menus and drink recipes by researching emerging industry trends.
Restaurant Manager
La La Land Restaurant - Sweet Potato Hospitality
Thane, India
06.2023 - 12.2023
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Quickly identified problem situations,
- Resolving incidents to maintain satisfaction of involved parties.
- Purchased required quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Effectively managed payroll and HR processes, including paperwork completion for new hires and terminations.
- Established safe and secure dining environment with strong sanitation standards.
- Improved Front-of-House (FOH) staff productivity by elevating greeting and seating processes.
- Collaborated with chefs to plan and implement fresh, innovative menus, driving restaurant footfall and sales.
- Delivered in-depth training to customer-facing staff, promoting strong service performance.
- Developed, implemented and communicated business plans to promote profitable food and beverage sales.
- Achieved financial goals through rigorous restaurant budgeting and forecasting.
- Protected brand image by ensuring interior restaurant presentation was exceptionally maintained.
- Encouraged feedback from restaurant customers, using insights to implement positive process changes.
- Clearly and promptly communicated pertinent information to staff, maintaining knowledgeable service teams.
- Strategically reviewed and planned restaurant staffing levels based on evolving service demands.
Beverage Manager
Hotel Jewel of Chembur
12.2022 - 06.2023
- Attracted, recruited and trained new employees.
- Set daily and weekly cleaning and equipment maintenance schedules.
- Produced sales and productivity reports.
- Collaborated with cross-company departments, developing new strategies to capitalize on emerging customer trends.
- Oversaw business staffing and training, building successful, customer-focused team.
- Leveraged strong working knowledge of products and systems within Hospitality industry.
- Enforced service standards to maintain establishment reputation for excellence.
Floor Supervisor
Slink & Bardot
03.2022 - 12.2022
- Worked with Chef to develop menus based on guest preferences.
- Worked with Mixologist to develop bar menus based on guest preferences and events.
- Mentored staff in food preparation and storage best practices.
- Maintained stock records in line with company policy and food safety regulations.
- Verified proper portion sizes and consistently attained high food quality standards.
- Prepared fresh, enjoyable breakfasts, lunches, afternoon teas and dinners for diners.
- Prepared food items to meet recipes, portioning, cooking and waste control guidelines.
- Updated menus regularly, catering to range of dietary requirements to generate return custom.
- Briefed teams on menu changes, daily specials and out-of-stock items.
- Engaged with guests to create positive rapport, encouraging loyalty and repeat visits.
- Retained in-depth bar and menu item knowledge, providing expert recommendations to suit guest taste.
- Set effective employee schedules, maintaining full coverage at peak times and minimising labour costs.
- Refused drinks service to guests without appropriate proof of age.
- Changed beer kegs safely and efficiently, consistently following health and hygiene guidelines.
- Followed safe serving requirements, monitoring guest behaviour and discontinuing service to inebriated customers.
- Prepared mixed drinks and poured wine, beer and non-alcoholic beverages within target service timeframes.
- Maintained bar stocks, replenishing daily as necessary.
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Provided efficient food and drinks service for high levels of customer satisfaction.
- Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders.
- Greeted customers by name, remembering drinks selections and special requests to provide attentive, personalised service.
- Thoroughly cleaned bar areas, delivering positive first impressions to guests and maintaining impeccable hygiene standards.
- Maintained spotlessly clean and tidy bar area in line with health and hygiene regulations.
- Maintained knowledge of drinks promotions, pricing and menu changes, offering customers up-to-date, reliable advice.
- Proposed changes to drink preparation methods to achieve different tastes.
Food and Beverage Server
Tui Cruises (Mein Schiff)
12.2017 - 02.2020
- Minimised guest complaints by understanding and clearly communicating allergies and intolerances.
- Optimised guest experience, checking in with guests to assure satisfaction with each course and beverage.
- Smoothened shift transitions by resetting F&B areas for next service.
- Shared menu knowledge to effectively assist guests with questions and special requests.
- Ensured seamless dining service, cooperating closely with servers, porters and kitchen staff.
- Used MICROS POS to complete daily sales and inventory reports with 80% accuracy.
- Resolved guest complaints with 90% positive outcome, using attentive listening and verbal communication skills.
- Greeted guests pleasantly and professionally, promoting positive customer experiences from arrival to departure.
- Checked on allocated tables at appropriate intervals to refill drinks and respond to requests.
- Shared product knowledge to make targeted recommendations, upsell products and boost transaction value.
- Discussed alternative selections for guests with food allergies or gluten-free requests.
- Kept guest tables neat and tidy by regularly clearing away dirty dishes and used glasses and wiping down surfaces.
Food and Beverage Server
Costa Cruises
11.2016 - 11.2017
- Resolved guest complaints with 90% positive outcome, using attentive listening and verbal communication skills.
- Provided smooth, pleasant dining experience in fast-paced Dinning restaurant, serving 1000+ guests daily.
- Greeted guests pleasantly and professionally, promoting positive customer experiences from arrival to departure.
- Checked on allocated tables at appropriate intervals to refill drinks and respond to requests.
- Shared product knowledge to make targeted recommendations, upsell products and boost transaction value.
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
- Supported restaurant set-up, cleaning and preparations, readying appropriately for first customer arrivals.
- Prepared buffet and salad bar, replenishing food items, condiments and cutlery throughout dinner service.
Guest Service Associate
JW Marriott Juhu
11.2014 - 10.2016
- Calculated billings and charges and provided receipts.
- Maintained tidy work area to support cleanliness and quality standards.
- Booked conference rooms for events and seminars.
- Greeted guests warmly and professionally for positive first impressions.
- Answered guest calls and resolved queries promptly and politely.
- Informed guests regarding events and announcements.
- Registered guest information on database to maintain accuracy.
- Delivered outstanding customer service to achieve high satisfaction levels.
- Completed relevant administrative tasks to promote smooth flow of operations for swift order completion.
- Confirmed customer orders to avoid errors through miscommunication.
Education
Bachelor of Science - Hospitality Management
Sophia College
2011
Skills
- Performance evaluations
- Shift scheduling
- Safe food handling
- Recruitment
- Process improvements
- Hiring and training
- Recruitment and hiring
- Conflict resolution
- Recipes and menu planning
- Quality Assurance
- Workflow planning
- Training
- Cost controls
- Diverse beverage knowledge
- Decision making
Languages
English
Fluent
A1
German
Intermediate
B1
Japanese
Elementary
A2
Additional Information
Date of Birth - 24/01/1992
Passport No - V6342385
Date of Expiry - 06/01/2032
Timeline
Beverage Manager & Head Mixologist
Living Liquids Pvt Ltd.
01.2024 - Current
Restaurant Manager
La La Land Restaurant - Sweet Potato Hospitality
06.2023 - 12.2023
Beverage Manager
Hotel Jewel of Chembur
12.2022 - 06.2023
Floor Supervisor
Slink & Bardot
03.2022 - 12.2022
Food and Beverage Server
Tui Cruises (Mein Schiff)
12.2017 - 02.2020
Food and Beverage Server
Costa Cruises
11.2016 - 11.2017
Guest Service Associate
JW Marriott Juhu
11.2014 - 10.2016
Bachelor of Science - Hospitality Management
Sophia College