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Food and Beverage Professional

Slidell, LA
October 27, 2018

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*** *. ******** **. *******, LA. ***61



Industrious, results-oriented food and beverage professional with nearly 30 years of full service, fine, casual and institutional service operations and management experience dedicated to profitability

Highly skilled in leading, hiring, and developing employees

Experienced building successful restaurant developments and redesigns, building successful teams, and implementing policies and procedures that result in high profitability

Excellent communication and interpersonal skills

Fluent in Spanish and English


Restaurant Operations

Administrative Management

Restaurant Concept Design and Development

Management Training and Development

Operational Systems Development


W0W Café & Wingery, Biloxi, MS September 2007 – April 2009


Oversaw the construction and opening of a 120-seat full-service restaurant and bar franchise from conception, operation, and closure

Direct involvement and control of the construction process from the real state negotiations for the commercial lease, to physical construction; ran all the low voltage electric wiring; applied for permits, liquor, health, and occupational licensing; ordered all equipment, etc.

Planned and directed the functions of administration and planning the F&B department

Review and evaluate customer service requests and complaints to ensure top customer satisfaction

Developed and implemented efficient business practices, including internal operational procedures and systems

Hired, trained, and oversaw staff up to 39 employees, including staff scheduling, payroll, and ongoing training and performance evaluations; manage and create schedules

Ran daily operations, grossing $1.2M annually

Oversaw financials; developed quarterly financial reports, budgets, and forecasts to track revenue generation and expenditures

Implemented strategies for ongoing business expansion and to boost sales through traditional and online marketing/promotional efforts

Interacted with LOCAL OR NON-LOCAL food suppliers to maintain fresh food selection and focus on top local rankings/reviews

Coordinated “Blue Bike” charity event in conjunction Mississippi Coast Harley Davison; WOW Bike night in conjunction with Budweiser/liquor distributor; Bike night at WOW became the largest attended bike night in Biloxi with multiple bike clubs attending with up to 100 bikes in attendance

Close/Sold restaurant in February 2009

Audubon Nature Institute, New Orleans, LA April 2000 – November 2007

Food & Beverage/Concessions Director

Directed the daily food and beverage operations at Audubon Zoo & Aquarium of the Americas including various national franchises; in addition to Flamingo Café, Cypress Knee Café, Carousel Concessions, IMAX ® Theatre Concessions, and six other concessions locations including Burger King, Papa John’s, Two Haagen-Dazs Ice Cream Shops, Hebrew National Hot-Dogs

Developed internal administrative, operational procedures and systems for nine restaurants and concessions locations

Directed annual events at the Zoo and Aquarium, including the largest non-medical fundraising in LA. Lundi Gras Zulu celebration, as well as festivals and events including Swamp Fest, Earth Fest, Boo at the Zoo, Sealebration, Zoolebration, Hurricane Fest, and others

Trained, managed and oversaw 25 full-time and 125 part-time/seasonal employees

Developed, designed and opened the Flamingo Café and Zoofari Café concepts by:

oWorking directly with concept designers for building and aesthetics

oLiaising with architects and engineers on the restaurant's specifications, the layout of the dining rooms, kitchens, and service areas, etc.

oInterfacing with equipment supply vendors to choose/purchase all necessary equipment including audiovisual, cash handling, kitchen, service, etc.

oDeveloping new concepts and presented to the senior executive team

oDeveloping menu/recipes, financial procedure, operational procedures, training procedures

oInterviewed, hired and oversaw the training of management and staff

Redesigned Aquarium’s Food Court

Opened 2 Haagen-Dazs Ice Cream stores by working with Haagen-Dazs Corporate to adjust the Shoppe to operate in a zoo/park environment, developing and implementing building design changes to building design, operations, and menu offerings

Increased Concession’s revenues 100% from 2000 to 2007 by conducting a consistent financial analysis of under-producing outlets/concessions and restaurants, making changes to operational, administrative, marketing, and internal procedures and redesigning restaurants

Forecasted and oversaw 2008 revenue budget of $ 2.8 Million including post-Katrina adjustments

Increased net profit by 20% (15% to 35%) from 2000 to 2007 by liaising with operations management team through analysis of financial, and operational data and making necessary changes to address the inefficiencies in all variable costs

Initiated a “secret shopper” program; analyzed results and followed up on inefficiencies by making changes in training (manuals, and programs) for employees, creating operational procedures and expectations for management to include and followup/ creating accountability and positive results

Secret shopper program resulted in increased customer satisfaction ratings beyond industry averages measured against top 10 national Zoos and Aquariums; consistently maintained superior customer satisfaction ratings

Harrah’s New Orleans, New Orleans, LA January 1999 – April 2000

Food and Beverage Manager

Hired, trained, and supervised a team of service staff; provided each with the knowledge and appropriate direction to perform his/her responsibilities efficiently

Exercised decision-making quality and supervisory discretion to identify situations requiring management attention

Resolved customer disputes, complaints, and issues in a fair and patient manner, consistently achieving customer satisfaction

Completed team schedules and assigned daily personnel based on customer volume and experience

Observes all personnel in the performance of their duties.

Built strong rapport and coordinated with other members of the support service department

Conducted thorough evaluations with employees; provided development plans, clear directives needed to meet departmental standards and achieve goals

Maintained all budget guidelines according to company policy

Maintained focus on customer service and satisfaction

La Madeline’s, Metairie, LA 1998 –1999


Reorganized and redeveloped daily operational procedures and systems

Managed the daily operations including hiring, training, coaching, and firing employees, overseeing employee schedule preparation and labor management, etc.

TGI Friday’s, Houston, TX & New Orleans, LA 1995 –1998

Manager/Kitchen Manager


Gauthier Murphy & Houghtaling, Metairie, LA October 2017 – Present

Claims Examiner/Auditor (contract self-employed)

Serve as a subject matter expert for Sandy Flood Claims and Louisiana Flood cases

Conduct claims estimates; negotiate claims settlements with various carriers for flood claims in NY, NJ, LA, and TX area flood events

Traveler’s Insurance Co., Dallas, TX November 2016 – October 2017

Outside Property Claims Professional

Analyzed homeowners and commercial insurance policies for various clients

Analyzed and applied coverage to claimed losses, physically inspected properties, prepared rebuild/repair loss estimates, settled with insured, and negotiated with contractors/public adjusters/attorneys

Worley Catastrophe Response, Hammond, LA May 2009 – November 2016

Property & Casualty Catastrophe Adjuster

Traveled through the USA during catastrophic weather events as needed by the insurance companies we serviced

Analyzed homeowner’s and commercial insurance policies for various clients

Analyzed and applied coverage to claimed losses, physically inspected properties, prepared rebuild/repair loss estimates, settled with insured, and negotiated with contractors/public adjusters/attorneys


Proficient in Word, Excel, Publisher, Outlook, Aloha, Micros QuickBooks, Xactimate.


Loyola University, New Orleans, LA May 1995

B.A., Double major in Finance & International Business Administration; minor in Management.

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