Manager Customer Service

Louis LaLonde

**** *** **** **** # ****; Houston, Texas. 77063.

Phone: 713-***-****.

e-mail: abn7to@r.postjobfree.com

EMPLOYMENT- FOOD AND BEVERAGE OPERATIONS:

Synopsis:

> 26 Years in Operations Supervision, Management and Financial

Oversight.

> 18 Years total experience in Catering Operations and Management.

> 14 Years experience in Junior Management development.

> 12 Years successful record in Financial Recovery.

> 12 Years experience in Contract Management, 5 years in Contract

Negotiations.

> 9 Years experience in multi-location, and multi-brand

Management.

> 8 Years Management experience in Casual Dining concepts.

> 4 Years experience in Union Management.

June 2012 - Present

Luby's: Completed 11 week Management Training Program with a 92% GPA;

working as an assistant manager in the

Houston market.

April 2008 - June 2012

A.C.G. Texas Restaurants, lp.- IHOP Franchise-

General Manager / General Training Manager:

Management team led the Houston market in 2009, and 2010 with a 7%

and 5% increase in comparative

sales YTD respectively, while exceeding weekly and monthly MOP

targets and flow-through forecasts. Training of MIT

candidates (Managers In Training) for the Houston market through

the year 2010. Participated in a company wide GM/

Advisory Council in 2010. Completed FY 2011 with a YTD sales

increase of 3.7%.

October 19, 2004- April 2008.

Aramark Corporation; Campus Dining Services Division; Southwest Region:

Director of Campus Retail Dining Services:

University of Houston Dining Services at Houston, Texas.

Operational responsibility for retail operations totaling

approximately $6.5 million. Brands of oversight included:

Chili's, Starbuck's, Einstein's Bagels, Subway, Chick-Fil-A, Taco

Bell, Subway, Pizza Hut. Operational oversight of

standards, customer service, and financial performance. Co-managed

food and beverage operations in the concessions

venue at functions including the Houston Dynamo professional

soccer team, and the University of

Houston Athletics Program, for events serving 15,000 to 33,000

people.

University of Houston Dining Services at Houston, Texas.

Director, Opening G.M.: Chili's Too, Bar and Grill; University of

Houston, University

Center. Responsible for equipment purchase and setup, menu

selection and approval, staffing, brand standards, and

company opening standards for two companies, opened a 224 seat

Chili's Too concept restaurant at the University of

Houston. First Chili's Restaurant built and opened by Aramark, and

the first Chili's Too restaurant opened in a Student

Union environment. It was also the first Chili's Too built as a

mixed-service style concept, marrying counter service

with full bar and meal service.

Director of University Dining Services: Southeastern Oklahoma

State University at Durant, Oklahoma.

Challenge- Take on an account with annual losses at 70K,

operations in chaos, previous management turnover, and a

difficult Client dissatisfied with the contract performance.

Within one year was able to improve services and

performance in the Catering venue, Residential Dining Venue.

Catering sales increased 11%, and P&L performance

showed an 80K turn around for the Fiscal Year.

October 2002 - October 2004.

Brinker International; Chili's Grill and Bar concept: Restaurant Manager;

Houston, Texas.

Completed Brinker International's Management Training Program,

Operations Training, and Serve-Safe Certification

in the Houston Market. Restaurant Manager in charge of daily

operations and training and developing employees.

August 1997 - August 2002.

Aramark Corporation; Campus Dining Services Division; Southwest Region:

August 2000- September 2002.

Director of University Dining Services: Wichita State

University at Wichita, Kansas.

Full responsibility for operations at an account with a

troubled financial history. Re-negotiating contract status and

terms, establishing client relationships, and realigning

Catering, Retail, Residential Dining, Concessions, and Vending

operations. Within 24 months in this account, Fiscal Year 2001

yielded a profit for the first time in the six year history

of the contract. FY 2002 was ahead of forecast YTD, with an

attainable profit line. Recruited and developed managers

and directors. Catering prices increased 12%, and sales

increased 13% over prior year. Retail renovations, and

price and menu restructuring, created a 6% sales increase in

those areas. Operational controls resulted in lowering

labor costs 4-7%, and Direct costs were reduced 2.5%. Food

costs were reduced 10 % compared to prior year. Efforts

through FY 2001 resulted in Aramark's retention of the

account for an additional two years, in preparation for a re-bid

process. Profit margins improved 14-18 %. Sixteen months at

this account were highlighted at the National Operations

Review, as a success story in the Southwestern Region of

Campus Services.

Assistant Food Service Director: Northwestern State

University at Natchitoches, Louisiana.

Catering, Concessions, and Retail operations, $3.75 million

account.

Assistant Food Service Director: Southeastern Louisiana

University at Hammond, Louisiana.

Operational responsibility for Retail, Catering, Residential,

and Concession operations at a 4.3 Million dollar

account. Re-organized cash operations and reporting

procedures, installation of Eight Steps Production Systems,

assisted with setup of R.O.M. (Retail Ops Mgmt) spreadsheets.

Reduced food costs 12% across the board in retail

venues, increased productivity per labor hour in $140K/ week

cash and retail operations. Hired and developed

managers, re-designed Retail Concepts and menus, and

introduced three new Nationally Branded Concept franchises

to campus. (Starbuck's, Chick-Fil-A, Burger King).

Interim Assistant Director; Oklahoma Baptist University at

Shawnee, Oklahoma.

Assisted with Catering, and installed a Production Record

system for all

Retail and Residential concepts. Two month interim project-

completed.

Assistant Food Service Director, Aramark: Stephen F. Austin

University at Nacogdoches, Tx. .

Assistant Director in charge of retail applications.

Catering, Franchises, Vending, and Concessions venues.

**November 1998: Completed an account closing due

to a death in the company.

{Panola College at Carthage, Texas.}

**August 1997 - November 1997: Conducted a new

account opening at Langston University at

Langston, Oklahoma. Got the account up and running

for Aramark, was responsible for all aspects pending

appointment of a Director- in place for three

months. First posting with Aramark.

Aramark Training Attended:

Food Production Mgmt.

Catering Operations Mgmt.

Operations Mgmt. Training

Eight Steps: Inventory Systems

Retail Operations Mgmt. 101

STAR - Training Seminar

Retail Operations Mgmt. I

Retail Operations Mgmt. II

Brand Refresh 2002

Building Leadership Skills 2007

July 1996 - July 1997.

Restaurant Manager: Boston Market Restaurants; Houston, Texas.

Manager with a new concept franchise slated for fast growth in

the Houston market.

Participated in three restaurant openings.

May 1993 - July 1996.

Sodexho Food Services, USA. (Formerly Morrison's/Gardner Merchant):

Food Services Director: Wharton County Junior College at

Wharton, Texas.

Full operational responsibility. In fall semester 1996,

expanded catering by 30%. Exceeded budget by 10%, resulting

in the most profitable fall semester in eight years.

Interim Food Service Director: -Brazosport College; Lake

Jackson, Texas.

-University Of Houston; Downtown

Campus.

Retail and Catering Director: University of Southwestern

Louisiana at Lafayette, Louisiana.

In charge of retail and catering operations. This 2.8 million

dollar account served an average of thirty-three hundred

meals per day and conducted $500K per school year in catering

business.

Opening Retail Operations Director: Lamar University; Beaumont,

Texas.

In charge of retail operations at a new account takeover.

Director of Food Services(Contracted by Sodexho): Circle Ten Council; Boy

Scouts of America - in charge of

operations for three summers at contracts with Boy Scout

Councils. Summer of 1995- met 120% of budgetary

expectations at a Camp Grayson. Summer of 1996 - met 100% of

budgetary expectations at Camp Cherokee.

Sodexho Training Attended:

Front Line Management

Serve Safe Certification

Menu Engineering

Customer Service Focus

Texas Management Certification Harris

County Mgmt. Cert.

EDUCATION: University of Southwestern Louisiana, Lafayette, Louisiana

Bachelor of Science Degree in Applied Sciences:

Dual concentration in Business Management and Literature.

Graduated 1988.

INDEPENDENT COOKING BACKGROUND:

Thirty -three years experience in the Food and Beverage Industry.

Thirty-five years experience in Cajun cuisine. Special

interest lies in preparing marinades, sauces, gumbos, entrees.

(Gumbos; Courtboullion; Sauce Piquant`; Wild

Game dishes; Wedding rehearsal dinners.)

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