Customer Service Manager

Christopher Gutjahr

**** **** ****** #**, *** Jose, CA 95123

LinkedIn 619-***-**** ***********.*******@*****.***

Qualifications Profile

Energetic and effective District Food Manager with a solid and progressive career managing all aspects of operations management including employee supervision, accounting fundamentals and liaising with both internal and external representatives.

Expertise in operations management of multi-unit businesses focused on unparalleled quality and standards with annual revenue exceeding $12M.

Skilled in operational management, fostering business relationships and governing employee performance, scheduling and associated tasks.

Adept at relating at all organizational levels and with culturally and age-diverse employees.

Excellent customer service skills in addition to maintaining superior brand standards.

Technical proficiencies include Blue Cube, MS Office Suite, MyInventory, MyMicros, Labor Pro Scheduling, Mircros and PeopleSoft and industry proficiencies include business forecasting, CDM requests, pricing and profit/loss.

Professional Experience

HMShost, San Jose, CA

Senior Food & Beverage Operations Manager, 2012 – 2015

Directed operations of two casual dining establishments, four Starbucks locations, four QSRs and two kiosks including supervision of five assistant managers, five shift managers and approximately 140 associates. Liaised with airport landlord, security and badging office to ensure all employees carried appropriate identification and documentation. Oversaw requisitions, ordering, creating pars, inventory control and staffing levels. Collaborated in concert with brand representatives, union representatives and suppliers to provide popular dining options and excellent customer service. Governed employee scheduling, business forecasting and profit/loss.

Slashed annual spending of $120K per year through research and implementation of grease filter grease-lock system resulting in eliminating the need for replacement rooftop filters.

Hired and on boarded new associates to positively impact customer service and remained within budget.

HMSHOST, San Diego, CA

Operations Manager III, 2010 – 2012

Managed multi-unit establishment with over $12M in sales in 2012 and including options such as Quizno’s, Pizzeria Uno, BMX Bar, Starbucks, Snack Kiosk and Yan Can Cook restaurant/bar. Directed five assistant managers, two shift managers and 72 associates in addition to fielding requisitions, ordering, creating pars, staffing and inventory control. Interfaced with suppliers, union personnel and brand representatives.

Mentored and guided eight associates resulting in promotions to Shift Supervisors.

Boosted YOY sales by 5% through design and implementation of Grab-and-Go cooler sandwich program.

HMSHOST, San Diego, CA

Operations Manager II, 2006 2010

Supervised three assistant managers and 47 associates while maintaining brand standards and providing unparalleled customer service. Organized and addressed requisitions, ordering, staffing, inventory control and creating pars. Cooperated with vendors, union representatives and brand agents. Drafted schedules for management and employees in addition to reviewing accounting data to forecast business.

Revised bar concept into casual dine concept in addition to opening two Starbucks locations.

Increased YOY sales by 10% through design and implementation of breakfast program.

HMSHOST, San Diego, CA

Operations Manager I, 2004 2006

Supervised three assistant managers and 47 associates in multi-unit environment including Nathan’s, Pizza Hut, Snackbar, BMX Bar, Concourse Bar, Starbucks, Rubios, Boudin’s Deli and Cinnabon. Reconciled accounting (receiving/payment discrepancies) utilizing PeopleSoft and Blue Cube. Oversaw staff scheduling, creating pars, requisitions and inventory management. Coordinated with suppliers, brand representatives and union representatives to maintain brand standards and employee requirements.

HMSHOST, San Diego, CA

Assistant Manager II, 2003 2004

Managed shift scheduling and associates for Old Time Taco, Concourse Bar, Pizza Hut, Cinnabon, Starbucks and Nathan’s. Reviewed and addressed ordering, staffing levels/scheduling and inventory control. Conducted data analysis to establish business forecasting and provided customer service.

Starbucks Corporation, Los Angeles, CA

Assistant Manager, 2000 – 2003

Determined weekly business forecasting in addition to managing and scheduling supervisors and baristas. Crafted Starbucks beverages to recipe and brand standards in addition to placing item orders and monitoring inventory. Provided excellent and prompt customer service and resolved customer escalations.

Education & Training

Coursework in History

Washington State University – Pullman, WA

Coursework in Engineering

Olympic College – Bremerton, WA

Starbucks AST Certified

Training in California Labor and HR Law

Internal Training Programs: Prices Sweeps, Comp Acquisition, Pricing Strategies

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