Operations Manager Multi Unit

STEPHEN TOTH

Charlotte, NC 980-***-**** ***************@*****.***

SUMMARY

A highly experienced and results-driven Multi-Unit Operations Manager with expertise in strategic planning, continuous improvement plans, team building & coaching, performance metrics, and financial management. Proven track record of successfully overseeing food and beverage operations, including multi-unit and high-volume environments. Strong leadership and communication skills with a passion for delivering exceptional guest experiences.

CORE COMPETENCIES

Multi-Unit Operations Management, Strategic Planning, Continuous Improvement Plans, Employee Engagement Action Plans, Team Building & Coaching, Performance Metrics Guest/Customer Experience, Budget Administration, Revenue Growth, Cost Controls, Payroll Processing, Accounts Payable & Receivable, Forecasting, Sales & Marketing, Public Relations, New Business Development, Regulatory Compliance, Purchasing, Project Management, Event Planning & Execution, Hospitality Leadership, Food & Beverage Operations, Banquet & Catering Oversight, Pre-Conference Planning, Facility Maintenance, Safety Protocols, Menu Development, Wine List Creation, Inventory Management, Point-of-Sale Programming, Financial Management, Cash Handling, Executive Committee

PROFESSIONAL EXPERIENCE

MARRIOTT INTERNATIONAL Charlotte, NC February 2023 - Present

SENIOR OPERATIONS MANAGER, FOOD & BEVERAGE

Oversee food and beverage operation, including three meal-period restaurant, coffee shop, and A La Carte outlets. Oversees the development and implementation of departmental strategies and ensures implementation of the brand service strategy and brand initiatives. Ensures employee satisfaction, and focuses on growing revenues and maximizing the financial performance of the department. Develop and implement property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property employees and provides a return on investment

INDEPENDENT CONTRACTOR/PHM MANAGEMENT September 2022 – February 2023

TASK FORCE MANAGEMENT – OPERATIONS/FOOD & BEVERAGE DIVISION

Responsible for the management of all aspects of the Food & Beverage Division functions, in accordance with hotel standards. Help oversee and direct the operation of the Banquet functions, Lounge, Room Service, and Restaurant facilities. Direct, implement and maintain a service and management philosophy, which serves as a guide to respective staff. Build an exciting, innovative, and memorable dining experience for all guests by leading a well-rounded, knowledgeable front and back-of-house teams. Monitor labor costs, financial performance, staff development, scheduling, and nightly/daily service coordination. Act as an advocate for the restaurant, be a creator of personal experiences, and develop relationships with guests that will compel them to return.

BLUESTAR RESORT & GOLF Denver, NC September 2021–September 2022

DIRECTOR OF FOOD & BEVERAGE

Provided strategic intelligence to Vice President of Food & Beverage and the Clubhouse General Manager on all F&B initiatives in a multi-unit private membership club with 1600+ members. Oversee all aspects of banquet, catering, restaurant, and culinary operations. Administer $4.3 million annual budget, as well as develop budgets for division. Mentor, coach, and train eight direct management reports while providing direction to over 40 hourly employees. Facilitate daily meetings with team leaders and communicate KPIs, changes to operational guidelines, and service standards and expectations.

DOT DOT DOT DOT CHARLOTTE Charlotte, NC May 2017– September 2021

MANAGING DIRECTOR/GENERAL MANAGER

Assisted in the creation of concept, design, and service style of a new high end cocktail bar concept. Lead all preopening requirements working directly with General Contractor and Owners to execute our vision. Create annual marketing activations and executed events. Monitored guest feedback and identified recommendations to improve the guest experience. Secured over $1M in in government assisted COVID-19 grants/loans.

AWARDS

Queen City Nerve, Reader’s Choice, Best Cocktail Menu 2021

Queen City Nerve, Reader’s Choice, Best Cocktails, Runner Up 2021

Queen City Nerve, Best Cocktail Kit, Runner Up (By COVID-19 Adaption) 2021

Queen City Never, Reader’s Choice, Best Cocktails 2020

Charlotte Magazine’s Best of the Best Awards, Best Cocktail Menu, Editors & Voters Pick 2019

Garden & Gun Magazine, Best New Bars in the Southeast U.S. 2019

Charlotte Magazine’s Best of the Best Awards (BOB Awards) Best Cocktail Menu, Editors & Voters Pick 2019

Charlotte Magazine’s Best of the Best Awards (BOB Awards) Best Cocktail Menu, Editors & Voters Pick 2018

Charlotte Magazine’s Best of the Best Awards (BOB Awards) Spot to Take you Back to the Roaring ‘20s 2018

Zagat, Award Winner 2018

EATER, Award Winner 2017

STARWOOD LUXURY COLLECTION Charlotte, NC November 2015–May 2017

FOOD & BEVERAGE MANAGER (THE BALLANTYNE HOTEL & LODGE)

Managed daily operations for a Forbes Travel Guide Four Star restaurant, lobby lounge, 24-hour room service operation, seasonal pool operation in addition to an elaborate whiskey and craft cocktail bar, including supervising, training, and mentoring team of up to 120. Monitored adherence to service delivery standards and maintained positive relationships with guests to ensure an exceptional guest experience. Led employee relations, payroll administration, and workflow planning. Maintained facility and managed inventory control. Worked directly with properties General Manager to create new standards for all aspects of the hotel including the Rooms, Food & Beverage, Spa, and Golf divisions to get hotel out of probation status with Forbes Travel Guide. Helped the hotel achieve Forbes Travel Guide status within first 90-days of employment. The Gallery Restaurant was one of eighty-three restaurants worldwide to achieve “The Best of Award of Excellence” from Wine Spectator Magazine in 2017.

AWARDS

Wine Spectator, The Best of Award of Excellence The Gallery Restaurant The Ballantyne Hotel 07/2017

Forbes Travel Guide, Restaurant Four-Star Rating, The Gallery Restaurant The Ballantyne Hotel 01/2016

Forbes Travel Guide, Hotel Four-Star Rating The Ballantyne Hotel & Lodge 01/2016

AAA, Four Diamond Award, The Ballantyne Hotel & Lodge 2016

AAA, Four Diamond Award, The Ballantyne Hotel & Lodge 2015

TripAdvisor, Certificate of Excellence The Gallery Restaurant At Ballantyne Hotel 2015

THE RITZ-CARLTON HOTEL COMPANY Amelia Island, FL December 2014- December 2015

SENIOR FOOD & BEVERAGE MANAGER

Managed daily operations for Salt a AAA Five Diamond restaurant, high volume Lobby Lounge, and Eight Sports Bar, including supervising, training, and mentoring team of 80-100 employees. Monitored adherence to service delivery standards and maintained positive relationships with guests to ensure an exceptional guest experience.

SAWGRASS MARRIOTT GOLF RESORT & SPA Ponte Vedra Beach, March 2014- November 2014

DIRECTOR OF BANQUETS & CATERING

Oversee daily operations of $40M banquet & catering convention center style operation with over 114,000 square feet of meeting and event space including five offsite venues. Implemented and enforced company standards, training, and support to Banquet Management team. Train, evaluate and schedule Banquet colleagues in accordance with the standards of the company policies while operating within budgeted labor cost guidelines. Setup and lead group pre-conference and post-conference event meetings reviewing all banquet event orders, client areas of focus, past event recaps, and last-minute details. Check-in with group contacts daily and ensure successful on-site and off-site events. Lead four managers, fourteen supervisors, and over one hundred-fifty employee. Increased Event Satisfaction Survey (ESS) scores 23 points during tenure.

SEA ISLAND RESORTS Sea Island, GA January 2013- March 2014

FOOD & BEVERAGE MANAGER

Manage the daily operations of The Lodge at Sea Island’s restaurants The Oak Room, Colt & Alison, The Men’s Locker Room, Lobby Bar, and Terrace Room Lounge in a Forbes Travel Guide Five Star resort with private membership. Aid in overseeing Butler service in conjunction with the Rooms Division to provide unique In-Room Dining Experiences.

AWARDS

Forbes Travel Guide, Hotel Five-Star Rating, The Lodge at Sea Island 2014

U.S. News and World Report, 2014 Best Hotels in the USA, #1 Hotel, The Lodge at Sea Island 2014

Travel + Leisure World’s Best Awards, #1 Resort in the Continental U.S., The Lodge at Sea Island 2014

Condé Nast Traveler, The Gold List, The Lodge at Sea Island 2014

AAA, Five-Diamond, Hotel Rating 2014

Forbes Travel Guide, Hotel Five-Star Rating, The Lodge at Sea Island 2013

One of Top Ten Resorts in the Continental U.S., Travel + Leisure World’s Best Awards 2013–2015

Forbes Five-Star, 2002–2023

AAA Five-Diamond 2001 – 2023

#1 Hotel in the U.S.A., U.S. News & World Report, 2014, 2016; #5 Hotel 2017

THE RITZ-CARLTON HOTEL COMPANY, Charlotte, NC January 2009- January 2013

FOOD & BEVERAGE MANAGER/HOTEL MANAGER-ON-DUTY (MOD)

Managed daily operations for The Lobby Lounge Bar, Urban Sip Wine Bar, 24-hour In-Room Dining, Bar Cocoa, including supervising, training, and mentoring team of 60 employees. Monitored adherence to service delivery standards and maintained positive relationships with guests to ensure an exceptional guest experience. Maintained facility and managed inventory control. Oversaw entire hotel operation Monday-Thursday as Manager-On-Duty (MOD), oversaw high profile VIP guest check-ins as needed. Worked directly with EAM F&B to create unique food & beverage outlets.

MORTON’S THE STEAKHOUSE, Charlotte, NC December 2005- December 2009

BACKUP FOOD & BEVERAGE CONTROLLER/KEY HOLDER HOURLY MANAGER

Work in all line-level positions of the restaurant including: Server Assistant, Server, Host, Captain, Pantry Cook, Specialty Dessert Cook, Line Cook, in addition to, Corporate Culinary Trainer, Restaurant Controller, and Hourly Assistant Restaurant Manager positions. Corporate Trainer Culinary.

EDUCATION

Johnson & Wales University

Bachelors of Applied Science, FoodService Management 11/2009

Concentration: Beverage Management

Associates of Applied Science, Culinary Arts 05/2007

AWARDS

Dean’s List, All Trimesters 2005-2009

William R. Tiefel, Service Award, Johnson & Wales University Hospitality College 10/2009

Central Piedmont Community College (CPCC)

Certification, Corporate and Continuing Education, Coaching for Improvement 04/2016

Certification, Corporate and Continuing Education, Food & Beverage Etiquette 04/2016

CERTIFICATIONS

TIPS, Training for Intervention Procedures 03/2023

ServSafe, Restaurant Managers Certification 12/2021

ServSafe, Covid-19 Precautions Certificate 05/2020

Count on Me NC, Certificate (COVID-19) 05/2020

NC Alcoholic Beverage Commission, Responsible Alcohol Seller/Server Training 05/2019

ServSafe, Alcohol Certification 08/2018

BeerSavvy Bootcamp, Cicerone Certification Program 03/2017

American Culinary Federation, Certified Culinarian 08/2012

The Federation of Dining Room Professionals (FDRP), Certified Dining Room Associate 05/2006

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