Customer Service Management

Roberto Ycaza

Guayaquil, Ecuador 593*-********* acvmt5@r.postjobfree.com

Restaurant Operations Management Executive

Owner / Partner / Area Director

Energetic, detail orientated restaurant executive with 20+ years of experience in all aspects of restaurant operations, catering and events management, combined with exceptional knowledge of industry operations to consistently drive growth. Exceptional analytical dexterity combined with proven ability to direct personnel, manage and coach talent, form strategic partnerships, and successfully implement and oversee complex projects. Outstanding strategist and creative problem solver distinguished for expert leadership skills, communications abilities, and expertise in managing operations in competitive markets.

Core competencies include:

Franchising

Consulting

Budgeting

Cash Flow Optimization

Point of Sale Operations

Strategic Business Planning

Leadership

Project Management

Marketing

Restaurant Operations

Catering and Event Management

Training and Development

Team Building and Leadership

Communication Skills

Bilingual

Professional Experience

Piola, Guayaquil, Ecuador

PARTNER~ AREA DIRECTOR, (2014- 2016)

Excel as Area Director operating two Piola chain restaurants grossing $2M in annual revenues, controlling inventory levels and costs, evaluating & training employees and managers, scheduling for 100 employees. Accountable for all restaurant operations, marketing, profitability and restaurant growth.

Selected accomplishments:

Delivered business strategy and developed systems and procedures that improved the quality and efficiency of operations.

Created and advised on initial restaurant feasibility analysis including restaurant construction, design and layout plans.

Responsible for budget preparation, revenue management, monthly profit & loss reports, accounting, budgeting and cash flow.

Enhanced operational success through effective staffing, training, adherence to industry regulations and ensuring well-timed customer service.

Saffron Catering Group, Guayaquil, Ecuador

DIRECTOR, (2013- 2016)

Director of high end catering company specializing in catering corporate, social events, and weddings for up to 1,000 guests. Managed all aspects of catered events including coordinating the initial contract with the customer, production with the kitchen staff, supervised the delivery and set up of all events, including the supervision of onsite service staff.

Selected accomplishments:

Developed catering company from the ground up, including computer system set up, sales calls, re-writing menu, training, portioning, ordering, invoicing, billing, production, and delivery.

Built reputation as premier catering company in the area. Secured exclusive contract with one the most well know special events companies in the country.

Drinks, Guayaquil, Ecuador

DIRECTOR, (2013-2016)

Developed Drinks, offering full service craft cocktails prepared onsite by professional bartenders to compliment sister company Saffron Catering Group. Events ranged from 50 to 1,000 in a group.

Selected accomplishments:

Built and maintained relationships with new clients and further developed opportunities with existing clients.

Developed, implemented and managed all aspects of sales process in pursuit of revenue and profit generation.

Semir, Guayaquil, Ecuador

OWNER ~ DIRECTOR (2013-2016)

Owner and Director of full service food and beverage consulting firm. Offering a diverse selection of services customized to the client’s needs and objectives. Services include full concept design, construction, and restaurant design, developing marketing strategies, employee recruitment and training.

Selected accomplishments:

Trained restaurant general managers on strategic planning, employee recruitment, organizational goal setting, and leadership development, point of sale, effective operations and safety standards.

Provided a customized solution to align with clients’ needs. As well as helped become a strategic partner to help them keep their business as it was growing.

KFC Group, Quito, Ecuador

Head of Operations, (2012-2013)

Operational oversight, strategic vision, and market development for 8 franchise Il Cappi Di Mangi stores nationwide. Part of largest food and beverage company in the country operating 17 brands and over 300 stores nationwide.

Selected accomplishments:

Responsible for managing and maintaining restaurant operations budget at 3 million annually. Consistently achieved results below budgetary constraints.

Maintained low employee turnover through utilization of strong management, organization and communication skills.

Il Cappo Di Mangi, Guayaquil, Ecuador

General Manager, (2008-2012)

Designed Il Cappo Di Mangi restaurant brand concept from the ground up including brand design, menu coneption, recipes, finances, employee recruitment and training. After the successful launch of Il Cappo Di Mangi the brand was acquired by KFC Group.

Selected accomplishments:

Designed and executed ‘Pasta University’, a 7 day in house training program mandatory for any Il Cappi Di Mangi operations teams.

Opened 8 stores in 2 years becoming a highly sought after restaurant chain for mixed use shopping centers.

Held various leadership positions including General Manager, Owner, and Partner in diverse industries including restaurants, agriculture and seafood farming.

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