Customer Service General Manager
Resume:
Mihaela Fornade
Email: ********@*****.***
***** *. ******** **** **. Jacksonville FL 32224
WHO AM I :
Highly seasoned manager with creative, innovative approach to managing staff, generating teamwork and improving Customer service. Proven track record of low turnover, low overtime, high retention rate and high profit. Motivated self- starter with a strong business acumen, well- suited for a challenging and dynamic environment.
Highlight of Employment Achievements:
• Extensive background in food safety education: ServSafe certified in FL and Food protection certified in NYC and LA
• Service Manager Group Rating 90%
• Earned 97% recommended positive restaurant reviews on tripadvisor.com
• Currently maintaining expenses below budget through accurate planning, waste reduction, purchasing and cost effective operating procedures.
• Maintained “A” ratings in NYC and Los Angeles during my tenure
• Nominated Best Thai - AOL City Guide Poll 2006
Employment History:
Self-employed- Uber- April 2017 to present
Carrabba’s Italian Grill; Jacksonville FL – Manager – February 2012 to March 2017
• Responsible for ensuring 100% Guest Delight through being a leader in excellent customer service.
• Provide real time respond to guest comments and seek opportunities to build guest count.
• Responsible, alongside senior management, for business performance of the restaurant.
• Create and execute plans for department sales, profit and staff development.
• Analyze and plan restaurant sales levels and profitability.
• Organize marketing activities, such as promotional events and discount schemes.
• Prepare reports at the end of the shift/week, including staff control and food control.
• Plan and coordinate menus.
• Direct the culinary department – an open kitchen restaurant - and achieved the sales objective of the company.
• Manage the hiring, training and development of restaurant employees.
• Created an atmosphere that built energy, vitality, and fun
• Enforce safety and sanitary practices, maintenance and regulatory compliance for the restaurant.
• Regularly measured and evaluated service levels and standards using guest and employee feedback
• Directed operational excellence, hired and trained quality employees Chelsea Grill; Midtown Manhattan NYC– Manager – August 2009 to July 2011
• Manage all human resource functions such as recruiting, training, coaching, and disciplining employees
• Supervise individual and team performance to ensure targets are met
• Create strategic plans and reviews; implement production, quality, and customer-service standard
• Handle customer escalations and resolve problems
• Identify trends; determining system improvements and make recommendations to head office
• Meets restaurant financial objectives by forecasting requirements; managing budgets to ensure efficient spend
• Plan menus by consulting with chefs; estimate food costs and profits
• Control costs by reviewing portion control and quantities of preparation; minimizing waste; ensuring high quality of preparation
• Develop high-level food preparation and area testing to sustain an “A” level rating from the City of Manhattan
• Maximize bar profitability by ensuring portion control; monitoring accuracy charges
• Encourage local businesses to hold social events at the restaurant Natalee Thai Cuisine; Beverly Hills, CA – General Manager – August 1998 to July 2009
• Accountable for budgeting, cost control, payroll and general accounting
• Estimate food and beverage costs and maintain an appropriate inventory level to minimize waste
• Plan and maintain a desirable menu; assign prices based on high-level cost analysis
• Recruit, hire, supervise, schedule and motivate staff of 25+ personnel
• Train staff to enhance Customer Service and increase profits through suggestive selling
• Improve productivity and morale by initiating systems for accountability and by instituting effective training
• Develop high-level food preparation and area testing to sustain an “A” level rating from the City of Los Angeles
• Increased overall profit by 30%
Volunteer:
Saint Anne’s Romanian Orthodox Church – General Manager – 2011 to Present Associate Fundraising Director
Help plan and promote monthly fundraising events including hosting luncheons, black tie events, concerts, and festivals which have generated over $100,000 in donations over the last 4 years, an increase of nearly 50%.
Education:
Concordia University Economic Studies May 1998 Montreal, Canada Skills:
Fluent in English, French, Romanian and have some knowledge of Spanish, Italian and German. Familiarity with Windows Operating System and Mac Operating System, Microsoft Office Applications i.e. Excel, Word, and
Power Point for both PC and Mac
P.O.S. System Cyplex software (designed for Natalee Thai), Aloha and Pixel Point References available upon request.
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