Customer Service High Level

CHARLES SMITH

**** ****** **** ******, *******, FL 32807

407-***-**** / ****************@*****.***

SUMMARY AND SKILLS

Objective

To acquire and maintain a management career within the restaurant/dining industry, and through combined synergies meet and exceed company expectations, while ensuring superior customer service and employee satisfaction

Skills/Goals:

Accounting/Budgeting, Documentation, Payroll, Scheduling, Training Programs, Personnel Management, Menu Planning and Pricing

PROFESSIONAL EXPERIENCE

Master Concession air- Orlando, FL

Assistant GM Manager

2023-Preasnt

Adhere to all MCA/Brand operating procedures and ensure that they are adhered to by all shift supervisors and employees

Attend and contribute to management meetings as required

Schedule and Lead Pre-shift/Post-shift meetings on a regular basis and post communications to staff

Ensure that all supervisor/employee duties and assignments are performed and completed in a timely manner

Record deliveries; receive and reconcile inventories with purchase orders

Work to ensure all food/beverages/bakery are in stock, the correct items are displayed on all counters and inside display coolers; and all perishable items are stored at the correct temperatures prior to serving

Complete daily reporting to accurately reflect any MCA/Brand procedures & documentation

Suggest and implement strategies that can lead to increased revenue

Ensure all cash payments are received, recorded and a receipt is provided to the customer

Ensure that an end of night report is completed to ensure correct recording of all transactions

Ensure that all cash items are balanced and accounted for daily

Ensure cash handling of register, deposits and safe

Ensure the restaurant, market, and bar are always kept to a high level of cleanliness

Ensure that all waste, transfers to other locations, promotional stock, breakages, and spillages are documented

Monitor and ensure orientation, training, development and performance management of supervisors and crew

Assist staff when required at busy periods

Complete a weekly staff schedule; ensure fair distribution of hours to all staff; use most cost-effective staffing schedules; adhere to staffing budget

Assess employee/supervisor strengths and career development

Ensure that all staff are punctual and attired correctly

Meet with problem performers regularly and discuss/document areas of improvement

Record any accidents/injuries/illnesses that occur, no matter how minor, by using the appropriate accident reporting procedures

Ensure that menu briefings and quizzes are carried out regularly with all staff

Work closely, and communicate with the GM to always ensure a smooth operation

Ensure all work is carried out in compliance with Health & Safety regulations

Communicate staff performance issues, training, and development needs to GM on a regular basis

Maintain a high level of service for all guests

Deal with complaints in an efficient and courteous manner

Communicate any service/guest issues to the GM

Perform any other duties as directed by the GM

Maintains total accountability including labor cost, budgets, and projections

Maintains food and beverage costs per budgetary standards

FOH/BOH repair, light bulb replacement, general organization, and cleanliness

Perform safety inspections and document results and shortfalls

Responsible for ensuring all storerooms and loading areas are clean and always organized Chili’s Grill & Bar - Winter Park, FL

Assistant GM Manager/GM

2021-2023

Lead and direct the work of the management team including scheduling

Assigning responsibilities and setting expectations, performance evaluations, coaching and accountability

Plan and implement weekly, monthly and yearly financial budgets

Drive business results by utilizing Chili's systems to effectively control costs

Drive Guest engagement within the four walls of the restaurant while developing relationships within the community

Orlando VA Medical Center - Orlando, FL

Assistant Chief, Canteen Services

2015-2021

Review menus and analyze recipes to determine pricing, labor and overhead while ensuring adherence to all VCS guidelines/policies

Oversight of personnel management (performance standards/appraisals, scheduling, leave approval) and effects personnel actions in accordance with VCS structure

Menu planning and food utilization based on anticipated guests, nutritional value, popularity and cost

Counseling of employees on job performance, direct training programs, and evaluation of staff nutritional compliance based on accepted industry standards

Monitoring of budgets and payroll records, review of financial transactions to ensure expenditures are authorized and within budget

Creation of weekly schedules within budget adherence

Execution of P&L daily, weekly, and monthly reports Aramark - Central Florida

Regional Coach/Trainer/General Manager

2014-2015

Oversight of implementation of new restaurants to operations manuals - Creation of new accounts with various applicable vendors for daily operations

Ensuring new locations are set for daily business by coordination of new store team on administration of reports and accounting

Execution of interviews/hiring of new employees and of all necessary onboarding documentation

Application and acquisition of all applicable/necessary licenses/permits for opening and daily operations Magic Burgers, LLC - Central Florida

General Manager

2013-2014

Review of menus and analyzation of recipes to determine pricing, labor and overhead while ensuring nutritional standards based on accepted industry guidelines

Monitoring of budgets and payroll records; review of financial transactions to ensure expenditures are authorized and within budget

Execution of weekly schedules with budget hours

Oversight and execution of budget plan for fiscal years 2013-2014 - P&L daily and weekly reports

Counseling of employees on job performance; administration of training programs; staff evaluations Universal Orlando - Orlando, FL

Food & Beverage Assistant Manager

2007-2013

Review of menus and recipes to determine pricing, labor and overhead while supervising four team captains and 85 team members

Oversight of two units and three remote units totaling over $6.5 million dollars annually

Menu planning and food utilization based on anticipated guest count, nutritional value, popularity, and cost

Evaluation of staff job performance; coordination of direct training programs

Monitoring budgets and payroll records; review of financial transactions to ensure expenditures are authorized and within budget

Creation of weekly schedules within budget adherence

Assistance of creation with the budget for fiscal years 2012-2013 as well as daily and weekly P&L reports EDUCATION

University of Wexford / Graduated January 2001 Business Administration

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