Manager Customer Service

Emily M. Heacox

Email: abozw4@r.postjobfree.com

Address:

City: Aurora

State: OH

Zip: 44202

Country: USA

Phone: 330-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

High-performing Manager with over 25 years of solid experience in the food service/hospitality industry.in both front -of-house and back-of-house operations. Proven ability to cut costs and decrease staff turn over while increasing revenue, guest experiences, and industry awards.

Educational Background:

High School Dipolma from Cuyahoga Community College, Highland Hills OH 1/2001 to 10/2012 ( Applied Science in Business Management)

Job History / Details:

Executive Summary

High-performing Manager with over 25 years of solid experience in the food service/hospitality industry.in both front -of-house and back-of-house operations. Proven ability to cut costs and decrease staff turn over while increasing revenue, guest experiences, and industry awards.

Core Qualifications

Staff training/development

Policy/program development

Consistently meet goals

Contract negotiations

P&L management

Performance evaluations

Event management and promotion

Expense control

Facility management

Multi-unit operation Management

Project management

Professional Experience

April 2009 to June 2012

Covelli Enterprises (Panera Bread) Bainbridge, Ohio

General Manager

Increased customer service survey from 33 percentage to 85 percentage with in three months of promotion to General Manager

Achieved and exceed all budgeting goals and financial responsibility in all aspects of restaurant set forth by corporate franchise and brand

Developed salaried managers and associate team members for further career advancement with in the company, producing most promotable members in district

Reduced food cost from 29 percentage to 27.6 percentage by analyzing par levels on product and making adjustments where needed, along with mentoring associate team members on how they impacted cost

Awarded Gold on Franchise Brand Audit

Maintained an 85 percentage or higher on all unannounced Steiritec Audits

Consistently scored a 95 percentage or higher on all secret shops

With in 2 years of employment, chosen to open new cafe, hiring and training all members of staff for opening

May 2007 to April 2009

Morgan RV Resorts (Jellystone) Mantua, Ohio

General Manager

Forcasted, analyzed and reported all financial areas of a 275 acer resort facility that included 425 sites and 38 rental cottages, two restaurant facilities, grocery store, equipment rentals, grounds and facility maintenance team, catering fatalities, lake front and pool swimming

Achieved increased revenue by 11.49 percentage after first season by increasing seasonal camper base by 30 sites, bringing food service operation in house and streamlining restaurant menu, repairing and maintaining rental equipment (boats, golf carts) to maximize revue generation

Decreased operating cost by 6.88 percentage by recapturing electric usage by replacing and monitoring seasonal usage and billing accordingly

Improved property to exceed Franchise Brand standard to receive first award in four years, receiving excellent rating from LSI brand

Awarded 5 star rating from Woodalls (independent campground and resort rating company) after 2nd season of operation, best rating in 4 years.

Created new revenue streams through upgrading and marketing of mini golf course for public use, along with increasing company picnic contracts by 5 percentage, capitalizing on the downsizing of nearby amusement park

Initiated program that standardized employee training and led to increase in customer satisfaction by 50 percentage .

April 2002 to March 2007

Cedar Fair Aurora, Ohio

Hotel Food and Beverage manager/Park Catering Manager

Trained, coached and mentored staff of over 100 employees to ensure smooth adoption of new training program for catering facilities grossing over 1 million in revenues within a three month period

Worked directly with sales and marketing teams to achieve the resigning of 20 major company contracts that were on a money back guarantee when I took over operations

In Hotel operations, increased revenue by 245k by recreating and streamlining menu in our full service restaurant with products already being purchased by park as well as increasing special events (weddings/receptions/business meetings) in our 200 capacity banquet facility with better marketing

Prepared strategic and annual forecasts and budgets, analyzing variances. Established financial controls that resulted in recapturing over 50k in lost revenue in bar/restaurant/ and in park catering operations

Education

2008 Cuyahoga Community College,

Associate of Science Applied Science in Business Management

Currently enrolled

Affiliations

Servesafe Certified

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