General Manager Customer Service

Robert Flores

ad19c6@r.postjobfree.com C:310-***-**** Santa Monica, CA 90405

Objective

To obtain a position in Restaurant Management with primary goals being to create a positive customer experience by offering an elevated level of service and ensure all staff members interact with guests to learn their needs and surpass expectations and techniques also to provide an opportunity for growth within the company.

Hospitality Experience

Highly motivated Dining Room Manager with 30 years’ extensive experience within the independent restaurant & hotel environment, customer service background.

ALMA at the GROVE March 2022-May-2023

Assistant General Manager Los Angeles, CA.

*Responsible for the training, supervising, & termination of all front of the house

personnel.

*Create & maintain a team atmosphere to ensure that employees are

*Responsibilities include completing performance reviews & recommendations for

promotion, hiring, & advancement of front of house personnel.

*Oversee the Dining Room Area & the supervision of all Front of the House service

staff in accordance with operating policies and procedures.

*Responsible for ensuing that proper food handling procedures and presentation are

being met by the staff.

*Solicit guest feedback to understand guests’ needs and handle customer

complaints.

*Utilize management information tool to address trends in sales, promos, voids,

labor costs, food costs, and operational expenses.

*Establish standards of performance for the dining room area to maintain a team atmosphere to ensure employees are appropriately trained.

*Responsible for scheduling Restaurant Staff on a weekly basis.

*Preform Pre-Shift meetings to ensure that staff are well informed of all daily

activities such as Menu Changes & Specials, Reservations, Large Parties, VIP’s)

*Excellent organizational/time management skills, with the ability to prioritize tasks

and work well under pressure in stressful situations.

La Scala's Beverly Hills November 2021-March 2022

Assistant General Manager Beverly Hills, CA.

*Cost management experience covering all aspects of restaurant operations.

*Motivation of staff, enforcing policies.

*Commitment to excellence in service and guest satisfaction. Respond efficiently &

accurately to customer complaints.

*Appraise staff performance and provide feedback to improve productivity.

*Manage restaurant’s good image & suggest ways to improve operations.

*Shift management, both opening and closing.

*Experienced in all aspects of reservations & front door management.

*Excellent customer relations skills. Able to maintain a positive attitude amidst an

ever changing & demanding environment.

*Booking & planning of private events/banquets.

*Hiring, training & schedules of front of house staff.

*Organized, proactive property management skills.

*Coordinate offsite events.

*Ensure all equipment is properly maintained & in working condition.

*Confident understanding of food safety to ensure all subordinates are following all

health, food & general safety protocols.

*Control operational costs & identify measures to cut waste.

The Sunset Restaurant Malibu March 2019-November 2021

Assistant General Manager Malibu, CA.

*Manage day to day operations of front house staff of fifty & assist chef with back of house operations as needed.

*Manage by continually focusing on achieving restaurant profitability through revenue generation, cost control, guest satisfaction, and development of associates.

*Recruit, interview, and train all restaurant employees.

*Responsible for scheduling all front house employees.

*Conducted employee reviews coach counseling & any disciplinary actions.

*Preformed daily pre-shifts so that employees are well informed of daily specials &

any changes that might take place also to discuss any needs of employees or changes

that need to be addressed.

*Cash & banks are distributed to bar staff for daily operations.

*Strong leadership skills role model with a hands-on approach in any situation & all

areas of restaurant. The ability to manage with minimal supervision.

*Addressing problem situations to ensure that guests are being taken care of in a

timely manner.

*Work extremely well in stressful high-pressure situations.

*Exceptional hospitality and organization skills.

*Closing duties including of all staff checks have been closed & settled,

responsible for closing paperwork settling & end of day reports are being submitted.

Roy’s Hawaiian Fusion January 2016 - March 2019

Dining Room Manager Pasadena, CA.

*Managing/leading activities of the staff and proactively executing flawless customer

satisfaction. Inspiring staff members to look at job responsibilities trough the guest

perspective.

*Handling employee conflicts and proactive guest issues prevention/guest relations

with patience & skill.

*Responsibilities include but not limited to overseeing of all daily function of entire

dining and banquet functions.

*Hiring, Training, Scheduling of front of house staff.

*Responsible for Front of House Inventory & Ordering.

*Communicating with culinary team to ensure menu accuracy according to BEO

day of event.

*Responsible for timeliness & efficient service for all meetings & social functions,

which meets or exceeds company standards.

*Ensure that SOP are in place for all areas to insure are updated.

*Conduct daily Pre-shift meetings for Front of House employees to ensure staff are

educated on products and all related issues for daily service.

*Opening & closing duties including cash management,

replenish of banks, employee closing paperwork are being correctly

entered & all end of day closing financials procedures.

*Quality control of operations including line checks, plate presentation.

*Ensuring restaurant complies with all federal, state, local wage & hour laws & labor

& employment laws including meal break compliance are being enforced.

STINK INK Restaurant Group May 2013 - December 2015

Dining Room Manager San Francisco, CA

*Floating Manager trained to manage all five different concepts.

*Experience in and passion for a fast-paced, high-volume environment.

*Manage costs through P&L analysis, ensuring employees are professionally trained

and complying with EOS product specifications, controlling inventory, ensuring

proper staffing levels, employee productivity and compliance to policy and

procedures.

*Recruiting interviewing, of front of house employees.

*Conduct daily Employee Line-ups with front of house staff to

ensure that staff is kept current with any changes in menu, daily specials &

or private dining functions or special events.

*Train new & current employees on proper customer service practices.

*Implement policies & protocols that will maintain future restaurant operations.

Contact this candidate