Customer Service Management

MARILU LEBEL **** Parkridge Lane ~ Alexandria, VA. 22310 ~ 240-***-**** ~ ***********@*****.***

With over 25 years of Restaurant Operations, I am seeking a senior level management position which will allow me to utilize the myriad of skills I have developed both professionally and personally. I am results focused, entrepreneurial and practical. My work experiences have fueled my passion for surpassing financial and service objectives via a combination of remarkable service delivery, lean operating methods, renewed marketing directions, and incentive driven rewards for team achievement. I derive genuine pleasure from transforming high-potential staff into outstanding leaders with the skill set, essential to financial and operational success.

CORE COMPETENCIES INCLUDE:

multi-unit operations management project planning & development vendor sourcing & negotiating multi- million dollar P&L management risk management & inventory control facility management food, paper, labor cost controls human resources management sales, product, market analysis team building & staff retention customer relations & satisfaction site selection & construction PROFESSIONAL EXPERIENCE

PATRICIA REILLY FOOD CONCEPTS, INC., Washington, DC

(Privately Held Company; dba Cookie Café, Primo Cappuccino, Fabulously Fresh!, California Tortilla, Burrito Elito, Georgetown Gourmet Market)

1996-present Director of Operations

RESPONSIBILITIES

Developed and operated multi-unit operations located in Reagan National Airport, Washington Dulles International Airport, Baltimore Washington International Airport, Boston Logan International Airport, Philadelphia International Airport, New York Penn Station, Philadelphia Amtrak Station, Wilmington, DE Amtrak Station and Washington, DC Union Station.

Managed all pre-opening activities, including construction; vendor relations; purchasing of all equipment, food and beverage; operations, staff recruitment; training; POS programming.

Led franchisee relations, contract negotiations, logistics, and all customer service functions.

Handled all menu development and costing. Held P&L and operating responsibility through budgeting, expense control and month-end reporting.

Classroom trained employees for ServSafe certification.

Wrote and implemented employee policies & training guidelines. MORTONS OF CHICAGO, Washington, DC

1995-1996 Food and Beverage Manager

RESPONSIBILITIES

Daily inventory.

Problem solving of Floor, Kitchen and Bar staff.

Supervising approximately 20 to 30 employees.

Cash, stock and equipment accountability.

ANTON AIRFOOD, INC., Washington, DC

(Privately Held Company)

1993-1995 Corporate Secretary/Director of Food and Beverage 1989-1993 Director of Food and Beverage

RESPONSIBILITIES

Developed and operated multi-unit operations located in Reagan National Airport, New York LaGuardia Airport, Bakersfield, CA Airport.

Managed pre-opening activities, including construction; vendor relations; purchasing of all food and beverage; operations, staff recruitment; training; POS programming.

Handled logistics and all customer service functions.

Worked with the corporate chef in all menu development and costing.

Held operating responsibility through budgeting, expense control and month-end reporting.

Improved management/labor relations and reduced employee turnover rate by 110%.

Implemented employee policies and training guidelines.

Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure the highest quality.

Built sales forecasts and schedules to reflect desired productivity targets. EDUCATION AND TRAINING

Current National Restaurant Association Solutions

• Serv Safe Certification–Serv Safe Instructor and Proctor

• Serv Safe Alcohol Certification–Serv Safe Alcohol Instructor 1982-1985 Antioch School of Law – Washington, DC Juris Doctorate 1978-1982 Suffolk University – Boston, MA Bachelor of Arts, Sociology & Criminal Justice MEMBERSHIPS / AFFILIATIONS

• National Restaurant Association Educational Foundation (NRAEF) COMPUTER SKILLS

• Microsoft Office Suite

• MICROS

• Data Central

References available upon request.

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