Heather Holbrook Email and Phone Number

• Oversaw six Food and Beverage outlets including 3 bars, In Room Dining, pool bar and grill and a 24 hour market.• I have assisted and trained four Co-Directors as well as many Assistant Managers.• Renovated the VIP lounge, created training packets, inventory sheets and guild lines• Renovated a deli into a 24-hour market from developing the plans, assisted construction and opening. • Created new seasonal trends in the Market, brought in product that fit with the changing demographics. • Assisted with the opening and training of the renovated sports bar. • Oversaw the changing of the 3 percent surcharge to of balance minimum wage increase• Was the lead on assisting the FIP managers with VIP arrivals, giving them their personal preferences• Worked side by side with Carpedia a productivity company to develop practices and procedures to save Hyatt money and increase efficiency. • Hotel wide trainer on customer service trainings. • In charge of interviewing for all Food and Beverage positions

Partnered successfully with all divisions of the resort to produced and excellent guest experienceIncreased Overall Food and Beverage and service scores in all outlets.Worked directly with Human Recourses and other departments to achieve strong Employee Engagement Scores.Strengthened company business by implementation of G0-Concierge and exciting new amenity programsDeveloped and rolled out new procedures in In Room Dining pertinent to tray removal and Courtesy Card holder room stocks.Served as a mentor to six managers/supervisors on my team.Defined strategy and business plan for opening our renovated Agave Sunset lounge.Highered and trained associates in all areas of the Food and Beverage Division to insure consistency and service. Value added Results and Measures

Oversaw all logistical and staffing arrangements for numerous functions and meetings for a hotel with 110,000sq ft function space. Average Revenue $19million per year.Collaborated closely with catering and convention services to personalize floor plans décor time line. Positive feedback from co-workers on my relations with management and employees. Consistently met labor cost goals through proper schedulingDesigned, purchased and maintained linens, props and specialty items to insure Hyatt quality on all functions. Adapted and implemented guest-focused programs (!mpact) to employees, resulting in improved performance and productivity. Helped all outlets implement the engagement survey in their department meetings.

Retained the food and beverage department from an outside company:. Trained, coached and mentored staff to ensure a smooth adoption of Hyatt’s policies and procedures, while keeping employee relations high through a tough turnover.Earned a reputation as a valuable cooperative manager: Fair, honest and team player. Worked closely with the Executive Chef managing: In Room Dinning, Restaurant, Bar, Banquets, Stewarding and CS.Trained a CMT and two Assistant Manager on all food and beverage areas.Compliant with Local 11 Union Policies with up holding an honorable reputation with the shop stewards and Human Resources. Trained and implemented Restaurant and Banquet !mapct. Defined strategy and business plan for the Hyatt Andaz opening team.

Partnered successfully with departments to learn each outlet. Including In Room Dining, Sports Bar, Fine Dining and Three-meal restaurantGained extensive knowledge with employee relations, ordering supplies and floor coverageWorked in the bar during pre and post Saints football parties, utilized by performing blind drops and floor coverage, averaging revenue $20,000 per Sunday. Took the lead in closing the fine dining restaurant, including employee moral and inventory of the restaurant.