Manager Customer Service

*** * ***** ***. ******* TX ***** **********@*******.***

Analytical, articulate and diligent Food & Beverage Professional positioned to apply 25 years of progressive experience in high-volume sales environments to include the F&B operations of NASCAR, sports and entertainment venues, concessions, fast casual and fine dining, as well as retail merchandising. Combines professional business acumen with accountability, leadership, and flexibility; adept in identifying, organizing and managing resources while prioritizing workflow. Strong record of improving efficiency, productivity, profitability and customer satisfaction through process improvement and professional leadership. Outstanding interpersonal, motivational and presentation skills; promotes teamwork and collaboration through leadership management modeling to enhance performance objectives in support of the vision, advancement and strategic direction of the Organization.

Key Areas of Expertise

Operation’s Management Profit & Loss Accountability Risk Management Loss Prevention

Business Case Development Project Management Planning and Coaching skills Policy & Procedures Forecasting Client Relations Problem Resolution

Strong communication skills Budgeting Staffing & Personnel Management Training & Development Labor & Inventory Control

Software: MS Office - Word, Excel and Outlook POS

SAVOR-SMG STATE FARM ARENA Hidalgo, TX

Director of Food & Beverage 2014- Present

•Develop and manage annual budget

•Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals. Oversee short and long-term financial and labor costs.

•Reconciling monthly activity, generating year-end reports, and fulfilling tax related requirements.

•Assisting Executive Director and Board in creating annual organizational budget and monitoring cash flow.

•High comfort level working in a diverse environment

•Excellent people manager, open to direction and Collaborative work style and commitment to get the job done.

•Oversees food and beverage operations during events, and catering sales functions.

•Develop long-range forecasts and maintain long-range financial plans.

•Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.

•Creates all standards operating procedures with food and beverage.

2015 POLLSTAR Worldwide Ticket Sales made number 72, State Farm Arena.

AMERICROWN TALLADEGA SUPER SPEEDWAY Talladega, AL Food, Beverage & Merchandise Manager 2012 - 2014

Responsible for the effective leadership of race track venue operations with a seating capacity in excess of 120k and generated revenues in excess of $4.2 million annually.

sManage all event planning, promotion, menu planning, inventory control standards, and compliance with alcohol service policies, safety, guest services, employee/volunteer recruitment, training and supervision

sOversee the operations of Premium, Concession and Merchandise during event and non-event periods

sPartner with business unit leadership to manage operations and marketing strategies to increase revenues and guest satisfaction while providing financial analysis, streamlining operations and effectively managing costs

sManage and maintain proper staffing levels, set goals, expectations and conduct training; monitor all activity to ensure appropriate planning and execution of events

sDeveloped new streamlined and profitable concessions menu; oversee compliance of F&B policies and procedures

sMaintain up-to-date on TIPS training programs, safety programs and the Department of Health’s’ regulations applicable to food service handling

sFiscal management to include financial analysis, budget creation, forecasting, labor and inventory control, and oversight of P&L

sImplemented In seat service for Talladega’s club seat section

LEVY RESTAURANTS, NEW HAMPSHIRE MOTOR SPEEDWAY Loudon, NH

Assistant Director of Operations / Loss Prevention Coordinator 2010 - 2012 Key member of management team instrumental in achieving annual sales and profits in overall operations for the largest sports and entertainment facility in New England with a seating capacity in excess of 94k and annual revenue in excess of $3.5 million.

sWorked with Director of Operations in the management of high volume multi-unit food and beverage operations

sP&L accountability and contract-managed service; developed operational component forecasts, communicating variances; formulated budgets and prepared reports for management

sImplemented price increase for concessions and beverage; established and maintained systems and procedures for the ordering, receiving, storing, preparing and serving of food and related products, as well as menu planning and development for premium concessions and suites

sControlled labor costs through effective scheduling of staff, cross-training and development of employees

sEnsured compliance of food safety, sanitation, overall workplace safety standards, food and beverage operations

UNIVERSITY OF RICHMOND – CONCESSIONS/DINING SERVICES/CATERING

Richmond, VA

Concessions Manager 2009 - 2010

Directed and oversaw the daily operations of concessions for all University football, basketball, baseball and concert events.

sResponsible for end of month financial reporting and timely submission of accurate inventory reports

sWrote Standard Operating Procedures (SOPs) for all campus events; implemented inventory control systems and measures for all sporting venues; researched and designed concessions stands and menus for new football stadium; acquired, managed and trained concession employees and non-profit groups in cash handling and credit card procedures

sManaged the ordering of all food, beverage and paper products for all events; ensured concession stations were properly stocked and staffed for each event

sWorked with Chef to create nutritious food for the students and faculty

ARAMARK / UNIVERSITY OF VIRGINIA – CONCESSIONS/DINING SERVICES/CATERING/RETAIL

Charlottesville, VA

Concessions Manager 2005 – 2009

Managed concessions for the University hosting events including, football, baseball, men & women’s basketball and soccer, and all concert /special events.

sInventoried supplies on hand at the end of each event; worked closely with vendors, and purchased supplies according to projected demand

sDirected the storage, preparation, and serving of food and beverage by concession workers and non-profit groups; assigned concessions workers and non-profit staff to locations

sWorked closely with subcontractors, i.e., Domino’s Pizza, Ben & Jerry’s, Buffalo Wild Wings and Dippin Dots to optimize sales

sAdhered to Company guidelines and budgets for food and labor costs; complied with Health Department and TIPS; enforced sanitation and quality standards; ensured all venues exceeded State safety and sanitary standards

PATTERSON DISTRIBUTING Richmond, VA

Supervisor of Fleet Services & Sales 2003 - 2005

sSupervised daily loading/unloading of merchandise from fleet trucks, and managed deliveries throughout the State

sScheduled weekly maintenance on company trucks; met with clients on a daily basis to obtain orders and resolve any customer service issues

CRACKER BARREL OLD COUNTRY STORE Baltimore, MD

Food Service Manager 1998 - 2003

Directed all aspects of casual dining restaurant with sales in excess of $120,000 per week

sManaged staffing, P&Ls, customer service, food quality, inventory, budgets, training, sanitation and a low turnover rate

sSupervised, hired, trained, and scheduled for a staff of one hundred forty five; implemented disciplinary and corrective actions and terminated as necessary

sCoordinated all kitchen operations; handled merchandising, ordering, and the supervision of catering for special events

sPrepared bookkeeping, inventory control, and other management reports

PANDA EXPRESS Nashua, NH

General Manager 1996 - 1998

sLed all aspects of restaurant personnel including hiring, training, coaching, and development for a staff of twenty-five

sEnsured the safety of Guests and Associates through training and execution of food safety and restaurant safety standards and guidelines; directed team in all Guest components of the restaurant including excellent food quality, guest service, associate friendliness, and restaurant cleanliness by using proven systems and routines

sManaged financial areas including sales growth, cost management, and profit growth

sCoordinated banquets for up to 550 guest

HOT TAMALES MEXICAN CAFÉ Richmond, VA

President/Operations Manager 1990 – 1996

Successfully planned, designed, opened and managed a family restaurant with 3 locations.

sHired, trained, scheduled and supervised a staff of twenty-five; managed all personnel files

sWorked closely with vendors to procure the freshest food products; oversaw all kitchen operations, managed inventory, and maintenance at all locations; handled all financial aspects including receivables/payables, payroll and taxes

AVERETT UNIVERSITY

Master of Business Administration

Danville, VA

UNIVERSITY OF BALTIMORE

Bachelor Degree

Baltimore, MD

National Association of Collegiate Concessionaires

Certified in University Concessions Management

TIPS & Serve Safe Certified

Contact this candidate