3 Braemar Drive Saint John,

New Brunswick E2J 2T5

(437) 983- 2803

SAMUEL G. MARCELINO
marcelino.samg@gmail.com

SUMMARY OF QUALIFICATIONS
 Strong understanding of customer service, hospitality procedures and best
practices
 Demonstrated ability to understand and follow complex instructions to
successful conclusions
 Exceptional conflict resolution skills to effectively deal with internal and
external customers
 Lead employees to meet the organization's expectations for productivity,
quality, and goal accomplishment
 Proven ability in multi-tasking, organization, working under pressure, meeting
tight deadlines, working in fast paced environment with strong attention to
details
 Very good professional written and oral communication skills
 Knowledgeable of Microsoft Office applications

EDUCATION
Bachelor of Science Graduated 2010
Major in Hotel and Restaurant Management
The Philippine Women’s University and
It’s Affiliated School for Men and Women

PROFESSIONAL EXPERIENCE

Shift Manager July 17, 2019 -

Present
Kfc, Westmorland Place, Saint John, NB, Canada
 Responsible for restaurant operations during assigned shifts, including
opening & closing restaurant
 Provides production direction to team members in a clear and concise way
 Sets an example for team members by working hard to implement shift plan
and ensure swift and smooth production
 Delegates in a way that encourages team to work together during shift to
ensure the restaurant operates to the company standards
 Demonstrates patience and positive attitude with the team
  Motivates team member to exceed customer expectations with food and
friendly service in clean surroundings
 Works with team to act on customer feedback and resolve customer
complaints in a timely matter

Assistant Manager Operations July 23,

2018 – July 13, 2019 Plaza Premium Lounge, Toronto Pearson, ON,
Canada
 Oversee daily operations of all lounges during the shift.
 Liaise with other team members, including interacting with managers of different
areas of the organization to ensure top-notch services are provided to our customers.
 Conduct training and coaching to the team members
 Supervise team members – Sup, Asst. Sup, SGSO, SLA, GSO, SLA, LA; tracking and
measuring staff performance.
 Conduct staff counseling and work closely with HR Department for disciplinary
actions taken and follow up.
 Assist Deputy Manager – Operations to investigate customers’ problems and find
solutions.
 Communicate with customers via face-to-face, phone, email, or letter.
 Resolve complaints and give directions to tackle customers’ inquiries.
 Build rapports with customers and carry out PR activities so as to receive feedback
from customers on their lounge experiences.
 Study, review and issue A.I.
 Void transactions and keep a track record for auditing.
 Assist Deputy Manager – Operations to analyze data and statistics of customer flow
and pattern
 Assist Deputy Manager – Operations to lead focus groups, committees and projects
 Act as a bridge of communication between management & teammates and make
timely and effective report as required.
 Liaise with airlines for any necessary information
 Monitor regular checks of all areas of the lounge to ensure professional image
 Take initiative to identify areas for improvement and participate in continual
improvement activities
 Undertake other jobs assigned by superior from time to time

Restaurant Manager December 11, 2017 – July

8, 2018
Symposium Café, Kennedy Road, Markham, ON, Canada
 Coordinates Front of the House and Back of the house daily restaurant
operations
 Delivers superior service maximizes customer satisfaction
 Responds efficiently and accurately to customer requests/ complaints
 Regularly reviews products product quality
 Organizes and supervises shifts
 Appraises staff performance and provides feedback to improve productivity
 Ensures compliance with sanitation and restaurant safety regulations
 Manages and maintains the restaurant’s positive image in the restaurant
industry
 Incorporates suggestions and ideas to further improve the restaurant’s
standing
  Controls operational costs and identifies waste-cutting measures
 Promotes Symposium brand effectively and accurately
 Ensures effective training and retraining of new and current employees to
solidify proper customer service practices
 Follows restaurant policies and protocols that will maintain restaurant
operations
 Assists and supports staff when requires light cleaning duties, alcohol
preparation, coffee and dessert preparation, serving and delivery of food,
hosting and seating guests
 Performs weekly inventory on food and liquor

Operations Manager/ Owner January 1,

2015 – November 19, 2017

January 2015 – November 2017

SMarcelino Meat Dealer, Malabon City, Philippines
 Ensures product quality
 Ensures compliance with safety and sanitation standards mandated by
government
 Ensures associates safety
 Ensures that delivery is made on time
 Handles staff duty like trimming and cutting
 In charge of planning, organization and controlling
 Negotiates with the potential clients
 Handling complaints
 In charge of monthly collection

Operations Manager December 15, 2013 – December

30, 2014
RGMC Meat Dealer, Malabon City, Philippines
 Ensures product quality
 Ensures compliance with safety and sanitation standards mandated by
government
 Ensures associates safety
 Ensures that delivery is made on time
 Handles staff duty like trimming and cutting
 In charge of planning, organization and controlling
 Negotiates with the potential clients
 Managing the payroll
 In charge of monthly collection

Management Assistant for Food & Beverage August 8, 2011 –

November 30, 2013
Capella Hotel, Sentosa Island, Singapore
 Coaches and schedules to maximum level of performance
 Monitors back of the house to ensure the work area is clean and safe
 Ensures that guest food orders are to delivered on a timely manner
 Handles guest complaints
 Involve in Amenity Program for In Room Dining
 Oversees shift operation
 Organizes and executes private events in guest unit
 Ensures that wares and utensils are properly replenished for the shift
 Purchases and controls inventory with attention to budget forecast
 Executes daily line up

Waiter December 2007 – January

2009
Cactus Jacks Restaurant and Bar, Millennium Airport Hotel, Dubai, UAE
 Greets customers and seats them according to their preferences
 Offers welcome drinks and beverages
 Offers appetizers and alcoholic drinks
 Takes orders and provides information about the menu items
 Suggests menu items when requested by the customer
 Ensures that the order is prepared according to the menu
 Ensure order quality and quantity and is in accordance to the menu prior to
serving
 Ensures that continued service is managed during the course of the meal
 Keeps a constant eye on the table to gauge guest needs and fulfil them
immediately
 Totals customers’ check and settles payment in cash and credit card
 Clears and cleans table tops, changes table cloths and clears dishes and
flatware