Manager Service
Resume:
CHARLES B. RIDDICK
Salisbury, MD 21804
**************@*******.***
HIGHLIGHTS
Consistently surpass profitability goals through detailed planning,
organizing, procuring, and execution of products and services in multi-unit
high volume industries.
Recruiting, training and re-calibrating team members to meet or exceed
agreed upon goals;
Increasing guest loyalty and market share by listening and delivering on
the promises; and
Developing and leveraging relationships with vendors to maximize quality
and minimize costs of goods.
EXPERIENCE
Sundance Resort Sundance, Utah
2/12-10/12
DIRECTOR OF FOOD AND BEVERAGE for Robert Redford's beautifully appointed
Resort which has ranked #18 in Travel & Leisure's list of top 50 U.S.
Resorts on the 2011 World's Best list. This responsibility impacts and
oversees the Catering Sales Team, all Culinary associates, over 200,000
square feet of unique and flexible Catering space and operations, three
Restaurants, including Zoom restaurant in Park City, the Owl Bar,
Deli/General Store, all Fast Food and Concession operations, and In-Room
delivery. Overall revenues are approximately 10 million dollars annually.
Immediate assessment of current and forecasted departmental outlook
demanded focus in three areas: first, increase profitability through
enlarging and maximizing current revenue streams, second, improving labor
efficiencies through training, recalibration, and better utilization of our
most productive staff members, and third, meeting or exceeding guest
feedback results measured through the Coyle Report, Unifocus, and Catering
survey responses. We have achieved year to date success in all areas:
Revenues increased approximately $400,000; Labor savings to budget by over
2.5%; Operating Costs are under budget by 1.9% with a net margin result of
33.6% compared to an expectation of 26.98%. The labor initiatives that had
the greatest impact involved a revamp of the entire Food and Beverage
organizational structure with the goal expanding the roles of high caliber
leaders, reducing redundancies, and developing bench strength through
recruitment and continuous training and feedback. In addition, our
Department also received survey scores above our combined guest service
measurement survey goals.
ARAMARK Baltimore, MD; Winston Salem,
NC 6/08-10/11
FOOD AND BEVERAGE GENERAL MANAGER for the Winston Salem Entertainment
Complex which includes five separate venues -the LJVM Coliseum that seats
15,000 and hosts Wake Forest University athletics as well as both family
and adult themed concerts; Bowman Gray Stadium which hosts Winston Salem
State football and Nascar racing; the Dixie Classic Fairgrounds, and two
other venues that are primarily used for trade shows and smaller themed
events. Selected and tasked to turnaround this distressed account
financially and improve fan feedback at the request of the Clients (the
City of Winston Salem and WFU). The following results were achieved:
developed and leveraged the trust of the City of Winston Salem Public
Assembly Commission and the WFU athletic and education departments by
sharing my goals with them, reporting on our progress, re-training guest
service techniques to managers and line level staff, responding to fan
critique, and maintaining forward momentum; created new partnerships with
local and nationally known vendors to increase product predictability and
the fan experience. This approach financially surpassed first year plan
profitability goals by 140%. By enacting a multi pronged approach-- from
improving our image, making and exceeding promises to our partners, re-
tooling our labor and COS models in both Catering and Concessions, and re-
building and re-committing our management and line level staff our goals
were realized. My leadership and business acumen was key in my selection as
a member of the District Operational Traveling Team-a small group of four
that was asked to provide planning and operational support for high impact
events such as The World Series, The Stanley Cup Playoffs, new Stadium
openings, Congressional visits, and large concerts.
DIRECTOR OF PREMIUM SERVICES for the Baltimore Ravens Stadium with revenues
of approximately fifteen million dollars annually. Full accountability for
marketing and achieving profitability of all 126 upscale suites; a premier
Club Level which represents over 32 Bar locations, a blend of various
action stations, portables, and general concession stands, and full in-seat
service to all 8000 Club level PSL owners; Hospitality Village that
includes up to 36 corporate sponsored tents with full service food and
beverage; and over 100,000 square feet of flexible meeting space for non-
Game Day Catering Operations. Collaborated with department heads to create,
communicate, and enact specific marketing plans that showcase our array of
products and services in a way that has high impact to the Client, our
fans, and allows for the best possible opportunity for corporate growth.
Developed specific and measurable plans for each departmental manager to
critique and reward various career developmental skills. Developed menus
with the Culinary teams that are a combination of value packaging, palette
friendly choices, and COS sensitive in all food and beverage venues. Have
improved areas of accountability as it pertains to better food costs,
reducing and streamlining labor, cross training staff, reducing costs
associated with injuries, achieving upside in revenues during economic
downturns, and meeting or exceeding bottom line expectations. Business
revenues in the first year were down two million dollars yet we still met
bottom line profitability expectations. This renewed drive and
determination to maximize the middle of the P&L carried through as revenues
the following years increased substantially as well as profits. Created
strong relationships and high levels of trust with Maryland Stadium
Authority and the Ravens management teams that have allowed for revenue
building and cost saving opportunities that otherwise would not have been
achieved. An active member of the recycling and energy conservation team
that worked to increase recycling efforts and reduce energy costs by
greater than 15%. Have been requested to assist in the operational plans
and execution of large scale events in the region.
Hilton Worldwide Philadelphia, PA
2/07-6/08
DIRECTOR OF FOOD AND BEVERAGE for a 450 room full service Doubletree Hotel
with revenues of approximately seven million dollars annually. Full
accountability for marketing and achieving profitability in two Full
Service restaurants, Room Service, Towers Level lounge, and 25,000 square
feet of banquet and catering space. We also opened a newly renovated IACC
certified Assembly on 5 Conference Center. Served on the Executive
Committee with a primary focus on exceeding guests' expectations,
maximizing profit, and improving associate relations. CARE and Safety
Committee member involved with creating a safer working environment for our
associates. Successful in cutting workplace injuries in half compared to
previous year. Serve-Safe certified.
Valley Forge Investment Corporation Valley Forge,
PA 3/05-2/07
DIRECTOR OF FOOD AND BEVERAGE for a 315 room full service Crowne Plaza and
Fairfield Inn Hotel complex and a 229 suite Wyndham Hotel with $6 million
dollar combined food and beverage revenue. Served on the Executive
Committee with a primary focus on exceeding guests' expectations and
maximizing profit. Consistently ranked in the top ten Crowne Plaza hotels
worldwide. Improved profitability every quarter by a margin of 18% by
driving revenues and containing costs in all categories. Enacted a cross
training initiative for restaurant and banquet staff in order to more
efficiently service varying business needs and exceed guests' expectations.
Wyndham Suites currently undergoing a major renovation and re-branding.
Serve-Safe certified.
Prime Hospitality Monroe, NJ
6/04-3/05
DIRECTOR OF FOOD AND BEVERAGE for a 150 room full service Holiday Inn Hotel
generating $2.4 million dollar food and beverage revenue. Improved
profitability even with declining revenue through effective cost controls
in payroll and food and beverage expenses. Cross-trained all staff in
restaurant and banquet services resulting in improved customer
satisfaction. Company sold to Blackstone Realty.
Brinker International Brighton, MI
5/03-6/04
CERTIFIED TRAINING STORE MANAGER in $4.2 million dollar sales per year
casual dining restaurant, training manager candidates in all restaurant job
functions. Consistently performed above levels of expectations in sales
compared to last year, guest count growth, guest satisfaction survey
results, and profitability.
Nemacolin Woodland Resort & Spa
Farmington, PA 5/00-12/02
DIRECTOR OF FOOD AND BEVERAGE for a 276-room resort and spa with two golf
courses, equestrian center, spa, shooting academy, etc.; generating
approximately $40 million in annual revenues. Member of the Executive
Leadership team focused on increasing profitability and improving guest
service scores. Created budgets for each outlet and successfully assisted
all departmental managers to exceed profitability expectations by more than
10%, while increasing guest service scores. Combined food and beverage
revenues generated over $13 million. Planned and managed $7 million
banquet operations with 10 restaurants including a 5-star/5-diamond formal
French restaurant, DIRONA award-winning steak and seafood restaurant, and
the award-winning Seasons Restaurant in the Woodland Spa.
Pennsylvania State University State College, PA
1/99 - 5/00
RESTAURANT MANAGER tasked to lead all restaurant activities with a staff of
150 at PSU's prestigious Nittany Lion Inn; consisting of a formal Dining
Room, casual Whisker's lounge, and PSU's Faculty Staff Club; with revenue
generation of over $4 million per year. Also certified as 1 of 9 Guest
Pride trainers and mentored students in PSU's HRRM School by creating line-
level and executive intern opportunities. Responsible for managing both a
union and non-union staff.
EDUCATIONAL BACKGROUND
National-Louis University, McLean, Virginia Bachelor of Arts in Business
Management, graduated with Honors, 1992
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