Steve DiGioiaNew York City - New York
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Certified TiPS Trainer Health Communications
Business and Management Certification Rutgers University
► Named "Top Customer Experience Influencer For 2017" - by CCW Digital
► Voted "Top 50 Customer Service Thought Leader to Follow on Twitter 2016" - by ICMI
★ Customer Service ★ Ethics/Integrity ★ Leadership ★ Listening & Soft Skills ★ Management
★ Retail/Restaurant ★ Body Language ★ Business Coaching & Consulting ★ Sales Training
★ Public Speaking ★ Business Communication
Sample Speech Titles:
★ This is Why Cheerleaders Give The Best Customer Service
★ Dare to Dream Big: a New Employee Success Guide
★ 6 Customer Service Facts for Every Business
★ The Customer Experience Hamburger
★ 5 Phrases That Should Never Be Used In The Customer Service Business
Director of Catering Crystal Springs Resort Founded this new position to oversee merging of 3 operational departments while optimizing excellence in customer service, improving employee morale, increasing performance and revenue generation.
► Increased commission received by 20% by Identifying and negotiating new vendor agreements.
► Managed annual budget revenues exceeding $12 million with staff of 58 employees.
► Grew primary service KPI 25.5% through weekly service skills training, revising existing standards, removing silos/increasing communication between departments; leading to receiving Best of the East Award by Meeting Focus 2015 and 5 Star Couple's Choice Award by Wedding Wire.com in 2016.
► Successfully led conversion to 4-day rotational menu selections reducing food cost and waste 20%.
► Directed and supervised day-to-day service operation within 100,000+ sq. ft. of event space.
Area Director of Training Crystal Springs Resort Launched and directed new regional training department and numerous staff development programs for 2,500 employees across 4 resort properties. Established outside vendor network for new employees.
► Created and facilitated all weekly new hire orientation and onboarding programs for 600+ employees.
► Collaborated with departmental leaders, using needs analysis, to design, develop, and facilitate targeted courses in line with overall corporate strategic goals.
► Designed and implemented employee awards and recognition programs leading to increased morale and service; major catalyst for being awarded AAA 4 Diamond Status two consecutive years.
Director of Food and Beverage Crystal Springs Resort ► Promoted from Director of Banquets to now lead entire F&B team of 210+ employees, all striving to provide exceptional service, within our 6 restaurants and $15 million + revenue. Anchored by our 135,000+ bottle, and multiple-winner of "Wine Spectator’s Grand Award", wine cellar.
Director of Banquets / Acting Regional Director of Banquets Crystal Springs Resort During my successful 6 years as Director of Banquets I developed all operational standards and steps-of-service protocols.
Within 6 months I was promoted to the role of Acting Regional Director of Banquets where I introduced and trained the same standards to be used throughout our 6 company resorts.
► Successfully host events throughout 32,000+ sq.ft. of event space including 7 outdoor venues and $10 million + revenue
► Plan, organize and judge employee competition to develop resort-wide signature drink
► Member of the development team and lead operational manager for our annual NJ Food & Wine Festival - working with leaders from the great culinary institutions of Bocuse d'Or & James Beard Foundation
► Host events featuring industry leaders such as Napa Valley Wine Makers; Heidi & Bo Barrett, Chefs Thomas Keller, Jose Andres, David Bouley, Francis Mallmann, Emeril Lagasse, etc.
★★★ Awarded the "Best Reception Site YR 2013" by New Jersey Bride Magazine.
Customer Service Trainer Crystal Spring Resort Established, orchestrated and administrated an ongoing series of scenario-based service programs based on departmental and service goals. Acting customer service Subject Matter Expert.
► Using blended learning techniques, created and presented team building, steps of service, train-the-trainer, management and leadership development programs across multiple locations and departments, leading to being awarded Best Reception Site 2013 by New Jersey Bride Magazine.
► Identified and developed service culture and soft skills employee training in addition to formation of a reference library and resource materials for future learning.