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Nicole Fitzgerald

Leader in Hospitality and Training

Fresno, CA 559-***-****

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Oversaw and managed restaurant operations training company-wide for three concepts and 32 restaurants, ensuring consistent and high-quality service across all locations.

Developed and implemented comprehensive training programs for new and existing employees, resulting in improved performance and increased customer satisfaction. Conducted engaging and informative training sessions on various aspects of restaurant operations, including customer service, food safety, and team management.

Collaborated with cross-functional teams to identify training needs and develop customized training materials, ensuring relevance and effectiveness. Monitored and evaluated training effectiveness, making necessary adjustments to optimize learning outcomes and improve employee performance. Provided ongoing support and coaching to employees, fostering a culture of continuous learning and development.

Maintained up-to-date knowledge of industry trends and best practices in restaurant operations training, incorporating new techniques and strategies into training programs.

Managed new restaurant openings, facilitating training classes and ensuring smooth transitions for new employees.

Conducted regular audits of restaurant training to ensure compliance with company standards and identify areas for improvement.

Wrote weekly newsletters focusing on training opportunities and updates, keeping employees informed and engaged.

Managed the learning management system (LMS), creating and updating learning content to support ongoing training initiatives.

Led MIT meetings, providing guidance and support to ensure the successful onboarding and development of new managers.

Communicated regularly with restaurants, providing training updates and addressing any questions or concerns.

Coordinated travel and accommodations for MITs attending training sessions. Participated in weekly financial calls and punch list calls to stay informed and contribute to overall operational success.

Maintained the Learning Management System (LMS), ensuring it is organized, user- friendly, and accessible to all staff members.

Developed training materials for brand new concept restaurant. Created and updated materials for new menu rollouts. Analyzed and tracked key performance indicators (KPIs) to assess training effectiveness and make data-driven improvements.

Monitored and managed P&L (profit and loss) statements to identify areas for cost savings and revenue growth.

Assisted in managing cash flow to ensure financial stability and operational efficiency.

Prepared and presented bottom line reports to senior management, providing insights on training impact and financial performance. Maintained high levels of guest satisfaction by creating craft cocktails and serving food in a fast-paced, high-volume environment.

Restaurant Operations Training Manager July 2023 Current Eureka! Restaurant Group, La Popular and The Amalfi Llama Bar and Front of House Training Manager May 2019 July 2023 T.G.I. Friday’s

Work History

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Made recommendations to guests, ensuring compliance with laws and health regulations.

Created an engaging atmosphere with impeccable hospitality and genuine passion, fostering positive guest experiences.

Developed a comprehensive training structure for multiple trainers, effectively organizing and guiding their training schedules.

Created quizzes and exams to assess new trainees' knowledge and identify areas for improvement in the training process.

Led bar education classes at the store level, enhancing the knowledge and skills of front-of-house staff.

Proactively sought opportunities for team and individual improvement, implementing strategies to enhance performance and efficiency. Successfully managed daily operations of FIVE Restaurant, ensuring smooth and efficient functioning from open to close.

Worked closely with staff to maintain high cooking standards while prioritizing the health and safety of both staff and guests.

Developed a seasonal bar menu based on local guests' preferences, resulting in increased customer satisfaction and repeat business. Strategically manipulated the weekly schedule to optimize staffing levels based on anticipated guests, sales, and banquets.

Observed staff during banquets to ensure exceptional guest satisfaction and promptly addressed any issues or concerns.

Collaborated with the back-of-house team to create and update menus, pricing, and submenus using the Aloha system.

Conducted regular hiring, documentation, and termination processes, creating a comprehensive employee handbook with standards and regulations. Provided training, coaching, and leadership to staff, fostering a culture of excellence and continuous improvement.

Maintained accurate sales, labor, and cost records in Excel spreadsheets, ensuring financial transparency and informed decision-making. Managed inventory and ordering of alcohol, beer, wine, and food from various sources, minimizing costs and waste.

Ensured adherence to recipes and menu changes, conducting tests to verify staff knowledge and understanding.

Led marketing and social media efforts for the restaurant, engaging with guests and addressing feedback promptly.

Investigated and resolved credit card disputes, ensuring customer satisfaction and maintaining the restaurant's reputation.

Created and processed payroll checks using a manual input system, accurately calculating hours, pay rates, and claimed tips for staff. Implemented break rules and a tip claiming system, ensuring compliance with labor laws and fair distribution of tips.

Established a tip pool for supporting staff and back-of-house employees, fostering teamwork and collaboration.

Effectively diffused conflicts and resolved arguments between guests, maintaining a peaceful and enjoyable dining experience.

Managed staffing levels based on sales vs. labor, optimizing labor costs while maintaining high-quality service.

Conducted daily walk-throughs to maintain cleanliness and identify areas for improvement in adherence to health standards.

Utilized OpenTable and Yelp reservations to manage guest bookings and maintain strong customer relationships.

Provided exceptional customer service by personally welcoming guests within 30-45 seconds of their arrival, creating a positive and welcoming atmosphere. Demonstrated enthusiasm and appreciation towards guests through attentive and proactive communication, ensuring their needs were met and exceeded. General Manager July 15, 2017 March 2019

FIVE Restaurant

Bartender 2011- 2017

TGI Fridays Fresno

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Collaborated with bar staff to maintain cleanliness and adherence to company standards, ensuring a clean and organized bar area at all times. Prepared and served a variety of alcoholic and non-alcoholic beverages, following standard recipes and procedures, resulting in consistent quality and customer satisfaction.

Maintained an attractive display of glasses and bottles, adhering to bar standards and enhancing the overall visual appeal.

Sterilized and washed stemware as needed, maintaining cleanliness and hygiene standards.

Proactively offered assistance to guests before they requested it, anticipating their needs and providing a seamless dining experience.

Accurately counted and recorded drinks served to guests, ensuring accurate billing and inventory management.

Developed strong relationships with regular guests, remembering their names, occupations, and favorite drinks, enhancing customer loyalty and satisfaction. Ensured responsible alcohol service by identifying and stopping the service to intoxicated guests, while also arranging for proper transportation if needed. Worked collaboratively with a team to drive sales and achieve business goals, contributing to the overall success of the establishment. Trained bartenders on flair techniques and performed bar flair events, enhancing the entertainment value and customer experience.

Recognized as the winner of Bar Champs at the store level for multiple years in a row, showcasing exceptional drink knowledge, speed, accuracy, and flair performance.

Successfully managed and coordinated the entire front-of-house staff, ensuring smooth daily operations and exceptional customer service. Implemented strategic initiatives that resulted in a 20% increase in restaurant business, effectively driving revenue growth.

Analyzed sales data and developed marketing events and promotional plans to attract new customers and retain existing ones.

Efficiently scheduled shifts for the staff, optimizing productivity and ensuring adequate coverage during peak hours.

Proactively addressed guest complaints about service or food quality, resolving issues promptly and ensuring customer satisfaction. Demonstrated strong leadership skills by recruiting, training, and motivating staff, fostering a positive and high-performing team environment. Maintained high standards of quality, hygiene, health, and safety, ensuring compliance with regulations and creating a safe and enjoyable dining experience for guests.

Consistently met and exceeded expectations in meeting and greeting guests, providing a warm and welcoming atmosphere.

Traveled to Southern California to open new TGI Fridays location, playing a key role in the successful launch of the restaurant.

Trained a team of 100 new employees on Fridays culture and standard steps of service, ensuring consistent service quality and customer satisfaction. Developed comprehensive PowerPoint presentations on service style and led the training team in creating daily agendas, facilitating effective and engaging training sessions.

Guided new hires during the soft opening and grand opening, ensuring a smooth transition and seamless customer experience.

Organized and set up physical furniture and items for the new restaurant, ensuring a visually appealing and functional environment for customers and staff. Provided valuable advice and editing support in the creation of new training manuals, ensuring accuracy and clarity of information. Conducted monthly server training classes on service and alcohol, equipping staff with the necessary skills and knowledge to deliver exceptional customer service. Key Hourly Front of House 2008 2017

TGI Fridays Fresno

Server/ Lead Store Trainer/ New Store Opener 2008 2014 TGI Fridays

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Maintained consistency in formatting, tense usage, and style throughout all training materials and documentation, enhancing professionalism and readability. Assisted professors in teaching and tutoring psychology courses, providing instruction and support to classes of 50 students. Graded papers and entered grades in Canvas and Web Advisor, ensuring accurate and timely assessment of student performance.

Organized and conducted weekly tutoring sessions for groups of 20 students, offering additional guidance and clarification on course material. Distributed, proctored, and graded exams, maintaining a fair and consistent evaluation process.

Responded to professor's emails, addressing inquiries and providing necessary information to facilitate smooth communication.

Managed student attendance records, ensuring accurate and up-to-date records of student participation.

Utilized Blackboard and Canvas platforms to input grades, add and drop students, ensuring accurate and efficient management of student information. Maintained a professional and approachable demeanor, fostering a positive and supportive learning environment for students.

Successfully managed multiple TGI Fridays locations in Las Vegas, including Flamingo, Orleans, and Sahara, ensuring smooth operations and exceptional customer service.

Motivated and energized staff through engaging and inspiring shift meetings, boosting morale and creating a positive work environment. Conducted inventory management, accurately tracking and maintaining stock levels to optimize efficiency and minimize waste.

Performed various clerical duties, including record-keeping, scheduling, and administrative tasks, ensuring smooth day-to-day operations. Made strategic decisions regarding staff scheduling and floor management, optimizing labor costs and ensuring optimal customer service levels. Maintained clear and effective communication with both staff and customers, avoiding industry-specific jargon for better understanding. Diligently proofread all official documentation and reports, ensuring accuracy and professionalism in all communications.

Demonstrated strong decision-making skills by making appropriate cuts of the floor based on labor requirements, optimizing staffing levels and maintaining operational efficiency.

Teacher’s Assistant and Tutor 2007 2010

SCCCD

FOH Manager 2005 2007

TGI Fridays Las Vegas

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Certification for management

Servsafe California Alcohol November 2022 2025

Human Resource Management Certificate

Fresno City College

Servsafe Manager 201*-**-****-**

Servsafe

California Food Handler 201*-**-****

Food handlers

Education

Required Food Handlers card for California

Google Suite

MS Office (Word, PowerPoint, Excel, Outlook, etc)

Teamworx Scheduling

Aloha POS

KMS Kitchen Monitoring System

Opentable

Yelp Reservations

Hotschedules

Micros

Blackboard

Canvas

Northstar

QSR

publisher

Compeat

Wisely

SuccessFactors

Absorb

Ecotrak

General Manager for

CVLUX voted best fine dining 2017/18

Best Dining 2018/19 in Fresno, California

Awards

Created with

Computer Skills

Awards

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