EXPERIENCE SUMMARY

Experienced restaurant General Manager with 15+ years of management experience; curating the highest levels of guest service. Has a proven track record of sales building, people development, and community interactions; exceeding profit goals with updated marketing and innovative customer service policies. My management style focuses on positive staff experiences and retention, loyal customer bases, and exacting efficiency in a team environment.

EDUCATION

A.S. Restaurant Management, Hamburger University – Chicago, IL 2009

B.A. General Studies & Humanities, University of Missouri Kansas City 2005

COMPETENCIES

Communication

Organization

Customer Service

Problem Solving

Risk Management

Organization

Strategy and Development

Critical Thinking

Visionary Leadership

Reporting

Delegating

Prioritization

Process Improvement

Microsoft Office Suite

Conflict Management

Negotiation

Time Management

Management and Supervision

Interpersonal Skills

Team Building

EXPERIENCE DETAILS

Wendy’s – Kansas City, MO 2023 – Present

General Manager

Expertly manages all restaurant operations, including hiring, training, and developing staff; ensuring compliance with company policies and procedures; delivering exceptional customer service; managing food and labor costs; and achieving sales and profit targets.

Lead and motivate a team of restaurant professionals to deliver exceptional customer service and achieve sales and profit goals.

Overhauled restaurant operations, implementing strategies to improve customer satisfaction, increase sales, and reduce food and labor costs.

Fortifies customer relationships by promptly resolving complaints and fostering connections with vendors and community partners.

Champion company standards, ensuring strict adherence to policies and procedures.

Nurtures a dynamic and engaged team by providing comprehensive training and development opportunities.

Go Chicken Go – Kansas City, MO 2016 – 2023

Store General Manager

Responsible for the operation of any given location, building and maintaining a strong team that consistently provides customers with exceptional food and a great experience.

Oversaw Operations that lead to annual revenue of $2.3+ Million dollars.

Owned staffing in restaurant by providing timely feedback on interviews to the management team; monitor selection process and all managers roles in it.

Used company provided tools to coach, mentor and develop a high performing restaurant team; leverage the support of the Restaurant Support Offices; ensure all risk management issues are following company standards.

Wrote, implemented, and monitored manager development and performance plans; ensured performance plans are written and executed as needed; made all final hire and separation decisions for restaurant and ensured proper procedures are followed regarding hiring, promotions, and separations.

Created and approved Management and staff schedules to ensure proper staffing levels for expected sale volumes, while tracking staff availability, payroll, and overtime costs.

Oversaw the Management Team to ensure the organization and implementation of the restaurant’s training program aligns with the standards of the company.

Audited all facets of operations, delivers feedback and develops solutions to facilitate improvements; performs financial analysis; controls cash, property, product and equipment.

Built sales, controls labor and food costs; met all targets set by Operations Leadership; set aggressive goals to drive business metrics.

Developed and executed local restaurant marketing programs using company guided strategies; plans and executes an active community involvement strategy that enhances the quality of the customer experience and overall image of Go Chicken Go in the community.

LW Management Inc. – Kansas City, MO 2009 – 2016

General Manager McDonald’s

Responsible for the overall performance of restaurant operations including customer service, financials, food quality, beverage quality, guest, and employee safety practices.

Managed and coordinated the planning, organizing, training, and leadership necessary to achieve stated objectives in sales, costs, profitability, employee retention, guest service and satisfaction, food quality, cleanliness, and sanitation.

Supervised all purchases of food, beverage, supplies, and equipment.

Regularly measured and evaluated service levels and standards using guest and employee feedback; developed plans for continuous improvement. Evaluated employee performance and built a reward and recognition system.

Ensured restaurant complied with all applicable federal, state, and local laws, codes, and regulations.

Reduce employee turnover by 33% with fair and friendly management procedures, including unbiased conflict resolution methods and open employee feedback policies

Maintained a 4.7-star Yelp rating as well as the overall social media presence of the location.

Store Manager 2008 - 2009

Primarily responsible for the day-to-day operations of the restaurant; conveying McDonald’s culture to Crewmembers and Customers; responsible for leading shifts as well as providing support in financial management, restaurant maintenance and company initiatives.

Responsible for running a profitable restaurant and ensuring the restaurant meets McDonald’s critical customer standards of Quality, Service, and Cleanliness.

Lead a team of Department Managers; helping the Department Managers to set their own goals, followed up on their overall progress, and provided coaching and direction to improve their departments.

Planned for and made critical business decisions around inventory, budget, and food ordering/costs

Proactively lead and managed all People processes including Staffing but not limited to: Recruiting, Hiring, and Onboarding.

Ensured food safety measures were set and achieved to McDonald’s standards of excellence.

Managed all operational needs of the restaurant, including maintenance plans to meet and exceed standards of excellence

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