WAYNE A. WOOD

**** **** **** *****, *********, MA 01876 • 214-***-**** • acsegw@r.postjobfree.com

https://www.linkedin.com/in/waynewood

Enthusiastic and highly motivated multi-unit manager with event planning and operations experience in hospitality, hotels, and restaurants; thorough knowledge of front and back of house operations including sales, marketing, human resource development, and business administration including budgeting and P&L analysis.

Extensive guest relations, customer service-focused training experience; includes companywide, departmental, and on-the-job employee training and development with demonstrated success through guest surveys, shoppers reports, social media reviews and guest service awards to hourly employees and managers.

Detail-oriented team player with the ability to develop creative ideas, prioritize multiple projects, motivate staff, produce quality work and key into exciting new challenges to enhance business activities.

Experience managing complex calendaring, multi-tasking, and serving as liaison for hourly and salaried employees, managers and chefs.

Possess excellent written and verbal communication skills.

Open to relocation anywhere in the United States; current living arrangement lease expires in early 2016. Professional Experience:

Entertainment Cruises, Boston, MA May 2014 - October 2015 Director of Food and Beverage for Multi-Unit Operations

Solid, overall operations management of the Boston fleet, which includes the three most successful and best recognized dinner cruise vessels on Boston Harbor with $15 million in annual sales, all with individual weekly, monthly and annual P&L reports and annual budgeting processes.

Guest service trainer for newly hired shipmates; also provided periodic refresher training in order to keep “The Guest is Always Right” philosophy top-of-mind for both salaried and hourly staff.

Active member of task force which developed guest-service incentive programs, providing regular recognition for those going “above and beyond” for both internal and external guests.

Managed staff of 150 during peak season, including hourly shipmates, salaried managers and chefs.

Responsible for recruiting, training, coaching, retention, career pathing and annual performance reviews of salaried managers/chefs, and operations in kitchen (menu development, training, purchasing, cost controls).

Oversaw a department responsible for individual lunch, brunch, dinner and large group events with guests on each vessel of upward of 600 passengers, with multiple cruises operating simultaneously daily.

Direct role in the $4.5 million renovation, re-invigorated and re-launch of “Spirit of Boston” brand.

Led restaurant operations for new concept of “Boathouse Fridays,” resulting in 550 more guests every Friday; included concept development, training and execution of food and beverage menus and live entertainment.

Worked closely with multiple departments including marine, sales, marketing and administration.

Administration included payroll controls, purchasing, accounts payable, budgeting, and capital expenditures. Concord’s Colonial Inn, Concord, MA August 2012 – May 2014 Director of Food and Beverage / Sales and Marketing Manager

Worked closely with hotel’s owner and general manager to successfully re-brand and re-launch the hotel restaurants to reach $4.5 million annually in restaurant sales in this 365-day-per-year operation with full breakfast, brunch, lunch, dinner and evening entertainment day parts, as well as catering.

Managed staff of 75 during peak season, including hourly and salaried managers with guest and customer service success demonstrated by increased positive online social media reviews and comments.

Prime focus on both front-of-house and back-of-house operations, with an eye towards presenting fresh, exciting, creative, seasonal, and revenue-generating menu items.

Sustained success in developing the hotel and restaurants’ Mission Statement in the area of marketing to become a high-volume destination within a 30-mile radius.

Managed public relations firms; worked with local media to spearhead print, radio, and television profiles.

Responsible for advertising, promotions, market research, brand management and working to create corporate elements including logos, signage and collateral marketing materials.

Creatively executed special events representing property for marketing and press coverage for neighborhood occasions; Included charity benefits, local author book signings, and seasonal holiday business enhancements. Starwood Hotels and Resorts, dba Westin Copley Place Hotel, Boston, MA September 2011 – August 2012 General Manager, Turner Fisheries

Recruited by the hotel’s general manager to lead the restaurant and improve sagging sales.

Managed a staff of 50 union associates in this large conference hotel, food and beverage sales volume improved to $3.5 million in 11-months through hands-on management of reservations and private events.

Interfaced daily with all departments including facilities management, security, human resources, group sales, stewarding and guest registration.

Became better known in the neighborhood through development of strategic partnerships with local non-profit organizations and by holding a series of dinner events benefitting the New England Aquarium.

Business partnerships included hosting local walking tours of Boston, serving “Boston’s Best Clam Chowder” to participants and elevating the restaurant’s profile and image. Smith and Wollensky Restaurant Group, Boston, MA January 2010 – February 2011 General Manager, Boston’s Back Bay “Castle”

After a $500K loss in 2009, spearheaded efforts to successfully turn around the 450-seat steakhouse with 70 hourly and salaried employees; the restaurant ran in-the-black in 2010 with $4 million annual sales

Improved efficiencies in facilities management, saving $10K monthly in gas and electric expenses.

Re-negotiated vendor contracts to save an additional $5K monthly without sacrificing guest quality.

Renewed a sense of “esprit de corps” with employees at all levels through teambuilding and motivators which served to enhance the guest experience; empowered team to solve guest issues on the spot.

Partnered with local community groups, including 150-member Boston Concierge Association, to make the landmark restaurant more visible and top-of-mind for both local guests and out of town visitors.

Hosted charity events throughout the four-story restaurant building; led tours to highlight building history and to create memorable moments for guests nightly.

Lawry’s Restaurants, Inc. January 1994 – July 2009 General Manager

Worked as “trouble-shooting” general manager at four Lawry’s Restaurant, Inc. locations, including: Tam O’Shanter Inn, Los Angeles; Lawry’s The Prime Rib locations in Chicago, Dallas and Las Vegas solving operations challenges in the various restaurants through relocations. Sales volumes up to $12 million annually.

Interfaced daily with an average of 110 hourly and salaried co-workers serving as a coach and mentor.

Played a key role in safety operations, significantly reducing costs of guest/employee accidents through safety training, emergency preparedness, and crisis management.

Worked with local public relations firms to raise the restaurants’ profiles through community participation, press releases and maintaining marketing calendar.

Teamed with corporate executive committee to develop unit marketing plans and annual sales and operating budgets; reviewed weekly and monthly for variances and for proactive corrective measures.

Worked with outside consultant to write local-events articles for internal and external newsletters.

In each location, worked with in-house sales and marketing managers to raise sales through private events. Prior Retail Experience:

The Broadway of Southern California Department Store; roles began in in-house restaurant, progressed to sales clerk and displays in men’s furnishings, electronics and furniture. Education

Bachelor of Science Degree, Hotel and Restaurant Management; California State Polytechnic University, Pomona

Certifications:

Serve-Safe Certified through 2016 (National Restaurant Association for food safety)

TiPS Certified through 2016 (Responsible Alcohol Service) Community Involvement:

Volunteer Museum Docent in Yorba Linda, California

Rotary International

Toastmasters International

Chambers of Commerce, Neighborhood Marketing Organizations

4-H Youth Leader

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