Customer Service Sales

Lawrence J. Kirsch

*** ********** *****

Highland Park, IL 60035 *********@*********.*** 312-***-****

Operations Management Professional

Successful Operation Management Professional with 25+ years of proven success in revitalizing

underperforming restaurant businesses. Demonstrated career record of producing profits through

pinpointing operational inefficiencies and encouraging the revitalization of employee morale. Combine

tactical execution of strategic initiatives with effective management and motivation of staff/team

members to enhance quality, customer service, and bottom line financial performance.

Key Strengths:

Analytical/Logical Talent for building rapport and trust with employees

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Quick Thinking Focused on customer needs to ensure satisfaction

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Relationship management Staff training and team leadership

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Troubleshooting and problem solving Motivating/ Performance improvement

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Vendor relations/Negotiation Listening Skills/Socially focused

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Experience and Accomplishments

Roti Mediterranean Grill, Chicago, IL April 2009 – Present

General Manager/ Team Director

Recruited to oversee a $1 million a year restaurant operation that includes P&L accountability, sales,

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budgeting, staffing, training, customer relations, purchasing, and inventory, quality and cost management.

Partnered with senior leadership to determine and prioritize opportunities to achieve company’s

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sales goals of $18 millions.

Increased sales 25% after first year by developing and implementing marketing, public and

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community relations programs, evaluating program results; identifying and tracking changing demands.

Managed a $240,000 balanced operating budget.

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Maintained patron satisfaction by monitoring, evaluating, and auditing food and service offerings;

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initiating improvements and building relationships with preferred customers.

Promoted to Team Director responsible for supervising and coaching general managers to obtain

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company objectives and deliver the highest quality service.

Oversaw the operation of 4 restaurants by visiting each restaurant and communicating operating

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standards to ensure that the restaurant delivered on those standards.

Bubba Gump Shrimp Company, Chicago, IL October 2003 – April 2009

General Manager (10/2005 – 4/2009)

Chef (10/2003 – 10/2005)

Took charge of this restaurant overseeing all aspects of operations, sales and marketing.

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Recruited and built a solid team directing up to 11 department managers including sales,

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marketing and retail.

Improved operations and achieved sales of $8.2 million annually.

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Instituted training, sanitation and other programs to improve operation, food, and labor costs.

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Effectively managed the re-design of the kitchen with state-of-the-art equipment to allow more

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efficient workspace. The project was completed on-time and within budget.

Optimized work flow by regularly evaluating individual and team productivity and modifying staff

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responsibilities as needed.

Lawrence J. Kirsch *********@*********.*** 312-***-****

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Red Robin, Lincolnshire, IL

General Manager/Restaurant Developer April 2002 – October 2003

• Boosted sales growth by developing and implementing a neighborhood marketing campaign

resulting in the increased of sales by 3%.

• Rebuilt crew and strengthened teams through strong leadership and training.

Cosi Sandwich Bar, Chicago, IL April 2000 – March 2002

General Manager

Chosen to plan and spearhead the opening of 4 new locations in the Chicago land market.

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Redesigned the new store opening order guide to lower opening cost by 30%.

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Trained and developed two managers who were promoted to general management positions.

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Selected by owners to be the spokesperson for two television interviews.

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Rainforest Café, Woodfield Mall, Gurnee, and Chicago March 1997 – April 2000

Director of Restaurant Services

• Rapid advancement through progressively responsible positions in operations management generating

revenues up to $15 million in annual sales.

• Worked on a program with local hotels to promote the business increasing the restaurant traffic flow by

5% and sales by 20%.

Education/Professional Development

Oakton Community College, Des Plaines, IL May 1988

Hotel and Restaurant Operation Management

Management Courses

Training and Development

Customer Service

Illinois Sanitation License

Marketing training

Public Speaking

Proficient in Microsoft Suite (Excel, Power Point, Word), SharePoint, and Outlook

Contact this candidate