Nikolaj Retpen
Aarhus V
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Hospitality and Facility management industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Global Soft Service Lead
ISS Facility Services
05.2023 - Current
- Enhanced client satisfaction by promptly addressing concerns and providing customized solutions.
- Boosted team efficiency by streamlining workflows and implementing best practices in client service management.
- Developed strong relationships with clients through consistent communication, ensuring loyalty and repeat business.
- Improved overall client experience by proactively identifying potential issues and resolving them before escalation.
- Led cross-functional teams to deliver seamless services for key accounts, resulting in greater customer retention.
- Implemented regular performance tracking measures to monitor progress against KPIs, identifying areas for improvement and driving corrective action plans.
- Acted as a liaison between clients and internal departments to facilitate prompt resolution of queries or concerns, enhancing overall customer experience.
- Provided expert guidance on product offerings tailored to individual client requirements, positioning the company as a trusted advisor rather than just a vendor partner.
- Developed comprehensive account plans to outline service delivery strategies, performance metrics, and areas for potential expansion or upselling opportunities.
- Served as the primary point of contact for escalated issues, deftly navigating challenging situations to achieve satisfactory resolutions while preserving client trust and satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
Site Manager
ISS at LEGO Billund/Kbh.
05.2021 - Current
- Enhanced project efficiency by implementing streamlined processes and procedures for site management tasks.
- Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
- Improved client satisfaction with timely project completion through effective communication and coordination among team members.
- Managed subcontractors, ensuring quality workmanship and adherence to project timelines and specifications.
- Oversaw budget management, consistently delivering projects within allocated financial resources.
- Collaborated with stakeholders to develop comprehensive project plans outlining goals, timelines, and deliverables.
- Implemented cost-saving measures, identifying areas for improvement in material procurement and labor utilization.
- Developed strong relationships with clients through consistent communication of project updates and prompt resolution of concerns or issues.
- Established clear lines of communication among various departments involved in the construction process to ensure seamless collaboration toward shared objectives.
- Maintained detailed records of all site activities, providing valuable data for future planning efforts and analysis of best practices in site management techniques.
- Championed sustainability initiatives on-site by incorporating eco-friendly materials and construction practices into project designs and execution.
- Created weekly and monthly reports and presentations for management team.
- Inspected cleanliness of common areas and offices.
- Oversaw employee attendance record, handled payroll, and ordered new materials for sites.
- Resolved issues between employees and customers using company policies.
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Catering Manager
ISS at LEGO Billund
10.2019 - 05.2021
- Enhanced event satisfaction by planning and executing memorable catering experiences for clients.
- Managed high-quality food preparation and presentation, ensuring consistent client satisfaction.
- Collaborated with clients to create customized menus tailored to their specific preferences and needs.
- Developed strong vendor relationships, securing cost-effective contracts and improving overall service quality.
- Coordinated logistics for multiple events simultaneously, maintaining seamless operations and timely execution.
- Mentored junior team members, fostering professional growth and enhancing overall team performance.
- Achieved increased client retention rates by providing exceptional customer service throughout the event planning process.
- Conducted post-event evaluations with clients, identifying areas for improvement and implementing changes accordingly.
- Maintained a safe work environment by enforcing proper food handling procedures and adhering to health department regulations.
- Led monthly team meetings to discuss ongoing projects, address concerns, and promote a positive workplace culture.
- Proactively addressed any issues or concerns from clients or staff members promptly and professionally resolved them.
- Met with clients to outline desired goals and prepared quotes for overall catering costs.
- Worked with chefs to plan menus according to client needs and budgets.
- Coordinated with catering staff to deliver food services for special events and functions.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Executive Chef
Comwell Hotel
04.2014 - 10.2019
- Increased customer satisfaction by creating innovative and diverse menus tailored to various dietary needs.
- Managed kitchen staff for efficient food production, ensuring timely delivery of high-quality dishes.
- Streamlined kitchen operations with effective inventory management and cost controls.
- Maintained a safe and sanitary work environment, adhering to health department standards and regulations.
- Implemented staff training programs to improve culinary skills, teamwork, and overall productivity.
- Collaborated with front-of-house staff to ensure seamless dining experiences for guests.
- Created visually appealing plate presentations, enhancing the overall dining experience for patrons.
- Maximized profitability by effectively managing food costs through portion control and minimizing waste.
- Designed seasonal menus showcasing fresh local ingredients, supporting sustainable agriculture practices within the community.
- Improved employee retention rates through focused coaching and performance evaluations for career growth opportunities.
- Enhanced guest satisfaction ratings by consistently delivering exceptional service in a high-pressure environment.
- Implemented special events promotions such as theme nights or cooking demonstrations to attract new clientele and boost sales revenues.
- Collaborated with other Executive Chefs within the company network to share best practices and develop new menu items that showcased each property''s unique offerings.
- Developed menus, controlled food costs and oversaw quality, sanitation, and safety processes.
- Inventoried food, ingredient, and supply stock to prepare and plan vendor orders.
- Delivered excellent food quality and maximized customer satisfaction by preparing meals according to customer requests.
- Generated employee schedules and work assignments and determined appropriate compensation rates.
Executive Chef
Navigator
09.2013 - 04.2014
- Increased customer satisfaction by creating innovative and diverse menus tailored to various dietary needs.
- Managed kitchen staff for efficient food production, ensuring timely delivery of high-quality dishes.
- Streamlined kitchen operations with effective inventory management and cost controls.
- Maintained a safe and sanitary work environment, adhering to health department standards and regulations.
- Created visually appealing plate presentations, enhancing the overall dining experience for patrons.
- Maximized profitability by effectively managing food costs through portion control and minimizing waste.
- Enhanced guest satisfaction ratings by consistently delivering exceptional service in a high-pressure environment.
- Developed custom menus for clients with specific dietary restrictions or preferences, ensuring their utmost satisfaction during their dining experience.
Executive Chef
W- Retreat & Spa
04.2012 - 09.2013
- Increased customer satisfaction by creating innovative and diverse menus tailored to various dietary needs.
- Managed kitchen staff for efficient food production, ensuring timely delivery of high-quality dishes.
- Maintained a safe and sanitary work environment, adhering to health department standards and regulations.
- Streamlined kitchen operations with effective inventory management and cost controls.
- Collaborated with front-of-house staff to ensure seamless dining experiences for guests.
- Created visually appealing plate presentations, enhancing the overall dining experience for patrons.
- Maximized profitability by effectively managing food costs through portion control and minimizing waste.
- Expanded catering services through strategic marketing efforts, increasing event bookings and revenue streams.
- Designed seasonal menus showcasing fresh local ingredients, supporting sustainable agriculture practices within the community.
- Enhanced guest satisfaction ratings by consistently delivering exceptional service in a high-pressure environment.
- Implemented special events promotions such as theme nights or cooking demonstrations to attract new clientele and boost sales revenues.
- Fostered a positive working environment among kitchen team members that encouraged collaboration, creativity, and open communication.
- Oversaw scheduling, inventory management, and supply ordering to maintain fully stocked kitchen.
EXECUTIVE SOUS CHEF
Sheraton Full Moon Resort & Spa
09.2011 - 04.2012
- Enhanced dining experience by creating innovative and visually appealing menu items.
- Streamlined kitchen operations for increased efficiency and improved food quality.
- Developed and implemented staff training programs to elevate culinary skills and knowledge.
- Established strong relationships with local vendors, ensuring the use of fresh, high-quality ingredients.
EXECUTIVE SOUS CHEF
Laguna, A Luxury Collection Resort & Spa
11.2010 - 09.2011
- Enhanced dining experience by creating innovative and visually appealing menu items.
- Streamlined kitchen operations for increased efficiency and improved food quality.
- Developed and implemented staff training programs to elevate culinary skills and knowledge.
- Managed inventory control, reducing food waste and optimizing budget allocation.
- Maintained high standards of food presentation by supervising plating techniques during service hours.
- Balanced labor costs by effectively scheduling kitchen staff according to business needs.
- Assisted Executive Chef in cost analysis and budget management, optimizing profitability without compromising quality.
Executive Chef
Restaurant Mefisto
08.2008 - 11.2010
SOUS CHEF
W- Retreat & Spa
03.2008 - 08.2008
- Enhanced overall restaurant efficiency by streamlining kitchen operations and implementing effective time management strategies.
- Boosted customer satisfaction ratings by consistently delivering high-quality dishes and maintaining strict adherence to food safety standards.
- Collaborated with executive chef to develop innovative menu items, leading to increased guest return rates and positive reviews.
- Managed inventory levels effectively, resulting in reduced food waste and cost savings for the establishment.
JUNIOR SOUS CHEF
W- Retreat & Spa
12.2007 - 03.2008
CHEF DE PARTIE
W- Retreat & Spa
12.2006 - 12.2007
Chef Apprentice
Restaurant Knude Dyb
03.2006 - 11.2006
Chef Apprentice
Restaurant Mefisto
03.2004 - 02.2006
Chef apprentice
Restaurant Grillbar
10.2003 - 02.2004
Education
High School Diploma -
Aarhus Tech Chef School
Business School - HHX
Management training - Communication in practice -
Connection Management A/S
01.2019
Management training - Management in practice -
Connection Management A/S
01.2017
Food coordinator training -
Technical school, Valby
01.2016
Skills
- Financial analysis
- Client relationship management
- Quality assurance
- Critical thinking
- Strategic planning
- Change management
- Empathy and understanding
- Word
- Excel
- PowerPoint
- Wisma reporting
- Outlook
- SAP
- TEAMS
- FMS
- FieldFlex
Family
David, 6 years
Hobbies and Interests
- Food
- Sports
Timeline
Global Soft Service Lead
ISS Facility Services
05.2023 - Current
Site Manager
ISS at LEGO Billund/Kbh.
05.2021 - Current
Catering Manager
ISS at LEGO Billund
10.2019 - 05.2021
Executive Chef
Comwell Hotel
04.2014 - 10.2019
Executive Chef
Navigator
09.2013 - 04.2014
Executive Chef
W- Retreat & Spa
04.2012 - 09.2013
EXECUTIVE SOUS CHEF
Sheraton Full Moon Resort & Spa
09.2011 - 04.2012
EXECUTIVE SOUS CHEF
Laguna, A Luxury Collection Resort & Spa
11.2010 - 09.2011
Executive Chef
Restaurant Mefisto
08.2008 - 11.2010
SOUS CHEF
W- Retreat & Spa
03.2008 - 08.2008
JUNIOR SOUS CHEF
W- Retreat & Spa
12.2007 - 03.2008
CHEF DE PARTIE
W- Retreat & Spa
12.2006 - 12.2007
Chef Apprentice
Restaurant Knude Dyb
03.2006 - 11.2006
Chef Apprentice
Restaurant Mefisto
03.2004 - 02.2006
Chef apprentice
Restaurant Grillbar
10.2003 - 02.2004
High School Diploma -
Aarhus Tech Chef School
Business School - HHX
Management training - Communication in practice -
Connection Management A/S
Management training - Management in practice -
Connection Management A/S
Food coordinator training -
Technical school, Valby
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