Customer Service Quality Assurance

ROBIN EARL SMITH

**** ***** **. ( Birmingham, AL 35243

813-***-**** ( ************@*******.***

MULIT-UNIT / GENERAL MANAGER

Resourceful professional with extensive experience within hospitality

industry, establishing best management practices at multiple locations.

Track record for achieving sales of up to $24M annually, and supervising

six general managers and 18 managers within three-state territory. Well-

versed in designing process improvements related to product development,

brand awareness, and unit operations. Talent for developing staff training

and succession programs, and implementing interventions to reduce turnover.

Outstanding customer service and support, with proven ability to identify

potential opportunities and emerging problems that impact revenue

generation.

Multi-unit Management ( Hospitality Industry ( Budgets/Schedules (

Talent/Performance Management ( Employee Engagement ( Audits (

Presentations ( Expense Control ( Financial Statements (

Training/Development ( Consulting ( General Ledger ( P&L ( Team

Leadership/Motivation ( Policy Development ( Change Management ( Operations

Management ( Vendor Relations ( Public Relations ( Payroll ( Brand Steward

( Recruiting

PROFESSIONAL EXPERIENCE

DARDEN (Red Lobster) ( Tampa, FL ( 11/1981-10/2012

Darden features many high-profile restaurants, including Red Lobster, Olive

Garden, and LongHorn Steakhouse.

General Manager - Single and Multi-unit

Charged with hiring, supervising, training, and evaluating management staff

and crew members, and controlling large inventories. Leading change that

aligns with company goals. Established and maintained quality and safety

standards at various locations, and ensured optimal P&L. Contributed

significantly to planning and opening of new locations, and succession

planning for long-term management-ready personnel. Strengthened decision

making for senior leadership by providing compelling presentations and

recommendations for operational improvements. Purchased and received

supplies and other goods. Led divisional training program for beverage and

culinary managers related to culinary and changes. Ensured optimal guest

service, holding staff accountable for high quality performance.

Accomplishments:

. Reduced staff turnover from 95+% to 25% by introducing effective

selection testing and other processes.

. Generated increase in return on investment (profits) from 17% to 20+%

within 3 years by focusing efforts on improving guest repeat business

through speedier/friendlier service and decreasing time patrons spent in

restaurant, enhancing customer satisfaction.

. Reduced product costs by developing tracking systems and leveraging

company's buying power with vendors, improving profits from $350K -

$400K to between $900K and $1M annually.

. Achieved impressive status of top five restaurants during last 6 years,

including earnings, sales turnover, cost controls, quality assurance,

and guest count improvement.

. Improved guest traffic throughout system by developing optimal kitchen

display system, reducing checks from company average of 18 to 25 minutes

to 9 to 15 minutes.

. Played critical role in creation of bread system for Red Lobster by

overseeing testing of six different bread services at six locations.

Efforts resulted in creation of Cheddar Bay biscuit brand.

EDUCATION/CERTIFICATION

Bachelor of Arts in Education with Concentration in Health, Physical

Education, and Recreation

Auburn University, Auburn, AL

Serv Safe Certification

COMPUTER SKILLS

Microsoft Windows and Office Suite . Dash Systems and Programs

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