Customer Service Manager

MANUEL IGUINA

**** ***** ******, ***********, ** 22151 • C: 202-***-**** • ************@*****.***

www.washingtonian.com/2013/12/04/our-time-success-stories-of-washingtonians-of-latino-and-hispanic-d

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PROFESSIONAL SUMMARY

General Manager with experience leading multi-million dollar restaurants as well as banquet and catering operations at

award-winning restaurants in Washington DC. Driven to raise the bar for upscale casual dining and all aspects of guest

relations. Flexible, results-oriented with focused leadership and restaurant operations knowledge to drive profitability.

Exceptional communication skills.

SKILLS

Strong Leader Service-oriented

Excellent Staff Management Inventory control and record keeping

Weekly Departmental Meetings Point of Sale (POS) system operation

Customer Service Passion for customer satisfaction

Labor Costs Business operations expertise

WORK HISTORY

Associate Partner

MaKa Connsulting - Washington, DC 01/2016 - Current

Business strategy

Marketing

Financial and management controls

Human resources

Managing Partner

Mio Restaurant - Washington, DC 09/2006 - 12/2015

Washington Post top 40 restaurants Dining Guide 3 times

Washingtonian Magazine top 100 2 times

Social media and PR strategy

Deliver revenues and profits by developing marketing, financing and providing appealing restaurant service; managing

staff.

Establish restaurant financial objectives by developing financing; banking relationships; strategic and annual forecasts

and budgets; analyzing variances; initiating corrective actions; establishing and monitoring financial controls; develop and

implementation of strategies to increase average meal checks.

Control purchases and inventory; negotiating prices and contracts; developing preferred supplier lists; reviewing and

evaluating usage reports; analyzing variances and taking corrective actions.

Maintain safe, secure and healthy facility environment by establishing, following and enforcing sanitation standards and

procedures; complying with health and legal regulations; maintaining security systems.

Director of Operations

Latin Concepts - Arlington, VA 01/2005 - 09/2006

10m annual sales combine 5 stores

Creation of organizational structure

Opened and successfully launch Mate Lounge in Georgetown

Opened and successfully launch Ceviche restaurant in Silver Spring

Hire, schedule, supervises, trains and coordinates the work of 50 plus Food & Beverage (F&B)personnel, Catering and

Budget managers

Manages finances such as budget, payroll and purchasing

Develops initiatives to build sales, profitability and guest counts

Manages F&B budgets, standards of quality and costs

Develops operational procedures for units

General Manager

Cafe Atlantico - Washington, DC 01/2000 - 12/2005

3.3m Annual sales

Washington Post top 40 restaurants Dining Guide

Washingtonian Magazine top 100

Deliver revenues and profits by developing, marketing and providing appealing restaurant service; managing staff.

Opened and successfully launch the first mini bar concept

Accomplish restaurant and bar human resource objectives by recruiting, selecting, orienting, training, assigning,

scheduling and coaching.

EDUCATION

High School Diploma:

Colegio Espiritu Santo - San Juan, PR

Associate of Science:

Universidad del Sagrado Corazon - San Juan, PR

ACCOMPLISHMENTS

Improved online restaurant reviews by successfully handling customer complaints, implementing monthly staff training and

refining lunch and dinner menus.

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