Customer Service Management

Mark W. Southern

**** ** *** ** **. Gig Harbor, WA 98335 206-***-**** abnsib@r.postjobfree.com

th

OBJECTIVE

Self-motivated corporate professional with a proven and successful entrepreneurial background searching

for a management position with a dynamic and progressive organization. Seeking a long-term career with

opportunity with unlimited growth, as well as being able to capitalize on unique educational, corporate and

entrepreneurial background.

SKILLS

Operational Systems Creation Financial Controls and Accountability

• •

Team Building Leadership Development

• •

Highly Computer Literate Ability to Lead Geographically Diverse Units

• •

Strategic Marketing Knowledge New Unit Openings

• •

Created New Restaurant Concepts Reimaging - Rebranding

• •

PROFESSIONAL EXPERIENCE

Franchise Operations Director June 2004 – Present

Blind Onion Pizza & Pub, Washington Oregon & Nevada

Implemented and managed franchise system for Fast Casual Pizza Chain.

Developed and sold franchise master territories in 3 states.

•

Managed changeover from all company owned units to franchise model.

•

Facilitated all marketing efforts, grew revenues 32% year over year based upon same store sales.

•

Oversaw development of all new units, including real estate transactions, unit build out, and store openings.

•

Trained new franchisees in store leadership, team development and human resource management.

•

Director of Sales & Managing Partner January 2005 – Present

Creative Indoor Advertising, Nevada, Idaho & Washington

Co-founded out of home & guerilla Media Company, focused on non-traditional marketing.

• Formulated and implemented guerilla marketing campaigns targeted at patrons of restaurants

and bars

• Developed indoor billboard network, covering 100 locations with over 600 billboards.

• Managed street teams to create ‘buzz marketing’ for consumer products.

• Created marketing programs and collateral for restaurant clients.

• Coordinated with advertising agencies and media buyers to facilitate placements for maximum

exposure to targeted demographics.

Director of Operations October 1993 – January 2005

Blind Onion Pizza & Pub, 7 Locations - Washington Oregon & Nevada

Dodge City Saloon, 3 Locations - Vancouver, Camas & Longview, Washington

Loose Moose Saloon, 1 Location – Nevada

Managing Partner responsible for all areas, including the successful daily operations of ten full service

restaurants, QSR restaurants & high-energy bars and one casino/cardroom.

• Developed and Implemented consistent training and development guidelines for all positions.

• Strategized, researched and oversaw implementation of all marketing programs and promotions.

• Researched, developed and installed best practices for all financial and service controls for

successful daily operations.

• Developed four themed restaurant concepts, from inception through opening. Maintained

consistent messaging.

• Renegotiated all purchasing agreements saving 3.5% on COGS.

• Managed over 200 employees.

• Provided continual and varying support to unit teams as needed.

• Gross annual revenues of $7.25 million.

Mark W. Southern Page 2-208-***-****

Assistant General Manager October 1991 – October 1993

Holiday Inn Portland Airport – Portland, Oregon

Recommended and implemented reliable training and development strategies to staff for consistently

providing high quality internal and external customer service.

• Managed rooms, housekeeping and food & beverage departments of 286 room convention hotel,

generating over $8 million in revenues.

• Developed three annual marketing plans and operating budgets.

• Supervised 18 management staff and 225 employees.

• Increased revenues by 6% and gross operating profit by 10.5%

• Generated 27.5% food profit and 50.4% beverage profit annually

Assistant General Manager December 1990 – October 1991

Holiday Inn Los Angeles International Airport – Los Angeles, California

Transitioned hotel from private ownership group to Holiday Inns Worldwide. Installed all new corporate

systems in property.

• 402 room hotel, with 6,000 sq. ft of meeting space

• Revised all service systems to increase labor and human resource efficiency

• Rewrote training manuals and job descriptions for all positions to provide more consistent training.

• Updated all internal financial controls to ensure proper compliance with internal audit guidelines.

• Introduced new menus and promotions in all outlets, increasing average check by 15% and guest

satisfaction rating by 18%.

Food & Beverage Director August 1989 – December 1990

Holiday Inn Ontario – Ontario, California

Transferred to hotel during union organizing campaign. Brought positive management values to a

structure in transition.

• Salaries and wages decreased 8% from prior year.

• Recruited college graduates for placement as management trainees in Holiday Inn - Worldwide.

• Net food and beverage revenue, 18% higher than prior year, department profit increased 56%

over same period.

Assistant Food & Beverage Director November 1988 - August 1989

Holiday Inn Midtown – Albuquerque, New Mexico

Created stability in a hotel which was being sold and experiencing high turnover of management.

• $1.9 million annual food and beverage revenue.

• Four full service food and beverage outlets and banquet & catering facility with 600 person

capacity.

• Accountable for all beverage operations, including high-energy bar, atrium lounge, and banquet

beverage.

Management Trainee August 1988 - November 1988

Holiday Inn Crowne Plaza – Los Angeles, California

Recruited out of college to participate in fast track management training program.

• Intensive Holiday Inn - Operations Management Development Program in general hotel

administration.

EDUCATION

Washington State University, Pullman, Washington

B. A., Hotel and Restaurant Administration 1988

The Educational Institute, American Hotel & Motel Association

Certified Food & Beverage Executive 1989

Apprenticeship - Restaurant Nagel's Kranz

Chef Wolfgang Nagel - One Michelin Star 1986

Karlsruhe, Germany

Contact this candidate