Manager Customer Service

David M. Castro

*** **** ****** ***** ********, FL 33050

Phone: 305-***-**** Email: ********@***.***

PROFESSIONAL PROFILE

Visionary and skilled manager with creative, innovative approach to managing staff, generating teamwork, and improving

customer service. Eight years of restaurant management experience including:

Attention to Detail Guest Service Excellence Public Relations

Budgeting & Cost Controls Payroll/P&L Management Staff Training & Development

Concept Development Industry Trend Analysis Safety & Quality Controls

Contract Negotiations Profit & Growth Strategies Teambuilding/Supervision

Front & Back-of-House Operations Vendor Inventory Control

ACCOMPLISHMENTS

• Opened over 120 new restaurants

• Achieved record profitability of restaurants, building brand recognition

• Led in the recruitment, hiring, training, coaching, and development of exceptional teams

• Proven track record of low turnover, low overtime, high retention rate, and increased profits

• Developed employee recognition program, which honored employees for work quality

• Significantly improved quality control efforts and minimized losses

• Improved product inventory processes and systems

• Cultivated relationships with vendors for renegotiation of terms and profitability

• Established key performance indicators to serve as guide for employee success

• Maintained exceptional guest service standards through active floor service management processes

• Cultivated good will within communities and improved public relations

• Created and implemented effective lines of communication within the restaurant and supporting departments

EXPERIENCE

2011

Catch 53 Oceanside Bar & Grille, Marathon, Florida

Operations Manager

Responsibilities Included:

• Opened a 168 seating “new concept “ restaurant

• Managed total restaurant operations in areas of staff management, guest relations, vendor relations, budgets, and

inventory control

• Supervised all aspects of front-of-house

• Developed all policy, procedures, and training manuals for new restaurant opening

• Recruited, trained, and scheduled a full working team of 82 members

• Promoted new business through planning of VIP reception, Grand Opening, and community events

• Controlled fiscal aspects of business operations and met financial goals

• Coordinated work schedules and developed restaurant team including servers, hosts/hostesses, bus persons, and

bartenders

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• Implemented guest relations program

• Assured a safe and sanitary workplace

2009-2010

Cheesecake Factory, Orlando, Florida

Server/Bartender

Responsibilities Included:

• Presented menus to guests and answered questions regarding food preparation

• Observed guests to respond to additional requests and assure exceptional guest service

• Developed repeat business by establishing and providing exceptional guest service

• Accurately recorded guest orders, using a suggestive selling approach

• Collected and processed guest payments

• Maintained 100% compliance to all standards

• Ordered and requisitioned liquors and supplies

• Comprehensive knowledge of alcoholic beverage mixing and serving

• Served all food and beverage items according to established procedures

2008-2009

R.J. Gators, Boynton Beach, Florida

Kitchen Manager

Responsibilities Included:

• Compliance with safety, sanitation, and OSHA regulatory requirements

• Directed all food production activities

• Performed regular inventories to monitor purchasing to assure timely and cost-effectiveness

• Planned, scheduled, and supervised the departments of work

• Recorded production rates, meals served, and other food service operations

2003-2008

Longhorn Steakhouse

Training Manager

Responsibilities Included:

• Reported directly to Corporate

• Assured the integrity of restaurant operations through excellence in guest relations

• Monitored performance of restaurant branches, including P&L, accounting, personnel, and logistics

• Analyzed, tracked and communicated restaurant performance metrics

• Created and maintained a culture with outstanding guest service

• Prepared and tracked sales budgets, consistently meeting weekly salves volume

• Managed sales analysis, forecasting, P&L

EDUCATION

1991-1993

Business Management

University of Michigan, Dearborn, Michigan

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1991

High School Diploma

Plymouth Salem High School, Canton, Michigan

REFERENCES

Available Upon Request

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