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Manager Employee Relations

Silver Spring, MD
May 02, 2021

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Silver Spring, Maryland *****


Proven Director of Operations

Helping Companies Translate Their Business Goals to Reality

Accomplished business, people-first, leader with 25+ years of restaurant operations and training experience who thrives in startup environments where I can take control of and drive what needs to be done. Have increased efficiency, company profits and improved relations through excellent leadership, creativity, team building, customer relations, and motivational skills.

Strategic Operations Planning

Guest Satisfaction

Training & Development

Sales Goals Achievement

P&L Management


Foster Empowerment

Cross Function Leadership

Analytical Skills

Professional Experience

CAVA Mezze Grill July 2018- April 2020

Director of Operations, Washington, DC

Successfully improved many company-wide initiatives including those related to food quality, labor and inventory taking that created an improved guest experience for the brand. Improved standards and expectations in food quality, guest service, food safety, restaurant cleanliness and financial performance that quickly brought a struggling Region into compliance and profitability.

Key Achievements:

Collaborated with the Training Department to create, develop and maintain companywide systems for internal people development taking entry level people through restaurant management and into multi-unit level positions, thereby creating a career with the company

Slashed costs companywide by creating systems for food ordering and cooking that improved the guest experience and reduced food cost and inventory

Led a Region that was running -7% in net sales comp in 2019 to 7% YTD along with meeting monthly sales, COGS and labor goals in 2020

Upgraded the multi-unit manager team to achieve desired productivity targets through time management and fostering positivity

Improved the guest experience measured by YEXT ratings from last to lead all Regions in the company, from 4.0 to 4.6

Analyzed and interpreted previous years’ financial trends using programs such as Hot schedules & NetChef, and created custom excel spreadsheets to guide day to day operations which optimized profits and productivity

Started a book club to engage companywide Area Managers and build an effective team with aligned philosophy

Chipotle Mexican Grill October 2003 - July 2018

Operations Director, Northeast / Mid-Atlantic

Achieved and maintained “Operational Excellence” in the Chipotle restaurants assigned, demonstrating competency in every facet of the job while developing many people to higher roles of greater responsibility. Maintained standards and expectations in food quality, customer service, food safety, restaurant cleanliness and financial performance in up to 110 restaurants with over $3000M in revenue. Built an effective team of employees and managers at every level through recruiting, training, development and meaningful, timely performance feedback.

Key Achievements:

Began as an Assistant GM, grew into a Training GM, and eventually became the Regional Training Manager for the Northeast/Mid-Atlantic Region 2005 – 2007, responsible for all things Training, including opening over 40 locations. Created many of the NRO systems still in place companywide and copied by other similar QSR concepts.

Created and implemented workshops for every level of management, including Field Leadership

Oversaw 18 locations as an Area Manager 2007 – 2011 in MD before being promoted to Director in 2012

Consistently elevated levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality while driving the guest experience through better service standards

Developed over 30 Restaurateurs, including over 15 multi-unit Operators who oversaw 6-10 units each as well as one Operations Director for the PA market. Led the entire Region, and sometimes company, in Cash Flow at over 30%

Compiled, analyzed and interpreted financial data to develop accurate projections and ensure profitability while pioneering many marketing ventures including fundraisers and partnering with compatible business partners for symbiotic relationships

Managed purchasing and inventory control to ensure sufficient levels of high-quality product while eliminating waste

Focused on structure and quality of service while developing empowered, positive and professional employee relations

Red Gate Concessions March 2001 - September 2003

Area Manager, VA, MD

Hired, trained and coached 60+ staff members on customer service skills, food & beverage knowledge, and health and food safety standards; while managing day to day front and back of house operations in 3 cafes that averaged profits of $1.5M a year

Key Achievements:

Developed accurate projections and ensured profitability, accounting for all cafe products, completing monthly cafe inventory and selecting coffee and bakery products to feature.

Handled and secured all credit and cash transactions within the cafes

Kept total COGS under a 20% margin while upholding the integrity of the product

Conducted line checks daily while taking weekly and monthly inventories to exceed expectations of company food cost projections

Chicken Out Rotisserie August 1999 – March 2001

General Manager, Gaithersburg, MD

Chesapeake Bagel Bakery March 1995 – July 1999

General Manager, Tenleytown, DC


University of North London, UK

University of the District of Columbia


Microsoft Office Suite • Adobe Acrobat • Internet

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