Sheila Gonzales

Restaurant and F&B manager with more than 15 years' experience in luxury hotel and group of restaurant, including high-volume all-day dining, outdoor pool-bar service, and FOH team leadership. Strengths include labour scheduling, guest recovery, staff training, inventory control, HACCP/LQA/ISO routines, POS/reservation systems, and KPI-based operating reviews.

Restaurant Floor Manager - PIRATA GROUP LIMITED — PANE E LATTE - Stanley, Hong Kong

(2023-10 - 2025-07)

High-volume 70-seat Italian restaurant in a coastal tourism destination, serving up to 350 weekend guests across dine-in and counter-service operations

• Managed daily front-of-house operations, including pre- and post-shift briefings, live floor supervision, service recovery, on-floor coaching, and monthly team training.
• Built weekly Tanda rosters aligned with sales demand, labour KPIs, headcount planning, part-time budgets, and service-volume requirements.
• Controlled bar and non-F&B stock ordering, festive and blackout-period planning, supplier coordination, invoice workflows, variance follow-up and COGS tracking through MarketMan & Tenzo.
• Forecasted sales and staffing costs, translated monthly KPIs into action plans, and coached junior managers on target ownership, follow-up, and operational accountability.
• Managed SevenRooms and Google guest feedback, maintained response SLAs, applied service-recovery procedures, and contributed to improving the Google rating from 3.1 to 4.3.
• Coordinated monthly promotions with the Marketing Department, including posters, photo shoots, campaign execution, and post-promotion follow-up.
• Administered REAP card processes and invoice workflows, ensuring accurate documentation, timely approvals, and operational follow-through.

Restaurant Manager - SOFITEL MACAU AT PONTE 16 - LE MISTRAL RESTAURANT - Macau

(2018-03 - 2020-01)

Five-star luxury hotel F&B operation serving up to 350 breakfast guests, 280 lunch covers and 200–300 dinner covers during peak season, with responsibility for daily service execution, FOH–BOH coordination, guest recovery, labour planning, revenue tracking, staff training, brand standards, HACCP/LQA/ISO routines, equipment follow-up, and cross-functional coordination with Culinary, Bar, Sales, Marketing, Engineering, and Procurement.

• Progressed from front-line service and cashiering to Restaurant Manager within a five-star luxury hotel F&B operation.
• Directed daily opening and closing, floor supervision, service recovery, and FOH–BOH coordination across two high-volume outlets.
• Planned weekly duty rosters, staffing coverage, and service deployment to balance guest standards, labour control, and peak-period demand.
• Set monthly revenue targets, prepared forecasts and action plans, and tracked average cheque, covers, sales mix, and operating trends.
• Controlled guest supplies and operating expenses within budget while maintaining service quality, brand standards, HACCP, LQA, and ISO audit readiness.
• Built training calendars, monthly plans, weekly briefings, and coaching routines; partnered with Culinary, Bar, Sales, and Marketing on menu engineering, wine-offer alignment, promotions, in-venue assets, and SOP updates based on guest feedback.
• Coordinated equipment maintenance and asset management with the Engineering department.

Assistant Restaurant Manager - SOFITEL MACAU AT PONTE 16 - LE MISTRAL RESTAURANT - Macau

(2017-01 - 2018-03)

Restaurant Supervisor - SOFITEL MACAU AT PONTE 16 - LE MISTRAL RESTAURANT - Macau

(2015-06 - 2017-01)

Restaurant Captain - SOFITEL MACAU AT PONTE 16 - LE MISTRAL RESTAURANT - Macau

(2013-01 - 2015-06)

Hostess / Waitress / Cashier - SOFITEL MACAU AT PONTE 16 - LE MISTRAL RESTAURANT - Macau

(2011-04 - 2013-12)

Bachelor of Science - Hotel and Restaurant Management - Philippine Women's University (2022-01 - 2022-12)

Management Information System - Philippine School of Business Administration (2001-01 - 2001-12)