Heather Males

Restaurant Management & Leadership Professional

Canton, MI

586-***-****

adsfym@r.postjobfree.com

Accomplished and polished

professional with over 18 years of

experience in managing high volume

restaurants. Specializing in strategic

planning and long-term vision with an

eye for leading high performance teams

while increasing efficiency and

productivity. Able to quickly understand

complex concepts, solve problems and

turn ideas into logical strategies. Solid

background in providing outstanding

service, building customer relationships

and exceeding organizational

expectations. Excellent relationship

builder with demonstrated ability in fine-

tuning solutions to meet organizational

objectives.

Career Profile

Profit & Loss Accountability

Talent Optimization

Performance Management

Training & Development

Human Resource Compliance

Franchise Management

Vendor Negotiations

Revenue & Profit Growth

Customer Retention

Financial Reporting & Tracking

Core Competencies

Rochester Institute of Technology,

Associate Degree, Hospitality and

Service Management

Holidome Properties, Hospitality &

Management Internship

Education & Training

ServSafe Food

ServSafe Alcohol

Certifications

Microsoft Word, Excel & PowerPoint

ROSNET - Integrated Restaurant

Solution

MAC IOS Platform

Software Programs

Above & Beyond Successful Project

Completion

Awards

04/2021 - Present

02/2018 - 04/2021

Area Manager-Multi Unit Manager

Big Boy

Manages Human Resources responsibilities for assigned departments to include; creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction, quality hiring, and training/succession planning processes that encompass the company's mission. Responsible for the overall performance of the restaurants in their respective region related to sales and profits.

Oversees restaurant leadership teams, stays within operational planned budgets, reviews P & L results with each leadership team to ensure continuous improvements in building sales, profits and costs while maintaining employee guest satisfaction. Responsible for garnering positive results by providing leadership, ongoing training and development of each team member by role modeling all desired actions. Ensures that operations of each restaurant are performed in accordance with company policies, procedures and quality standards. Responsible for on-going training and coaching of Executive General Managers, Assistant Managers and Shift Leaders.

Consistently identifies management learning gaps, then molds and organizes trainings to address these gaps through Individual Development Plans and Annual Performance.

Reviews timekeeping, employment of minors, payroll practices, performance and financial indicators via Data Central Systems.

Collects and organizes district reports, safety committee inspections, conducts performance reviews on their region Executive General Managers and ensures participation with performance reviews for their Assistant Managers and Shift Leaders timely.

Responsible for ensuring the Leadership Teams are proactive in building their talent bench with passionate, exceptional future Leaders. Ensures that Leadership Teams follow and are compliant with Human Resources and Payroll best practices and policies.

Routinely ensures prompt, remedial resolutions to employee and guest complaints within the region.

Identifies management learning gaps, then molds and organizes trainings that address these gaps through Individual Development Plans and Annual Performance Reviews based on SMART Goals with timely measurement of achievements. General Manager

Qdoba

Maintained fast and accurate service, provided excellent customer service standards, and modeled restaurant hospitality.

Reconciled invoices to the budget; allocated and controlled costs. Followed capital expenditure and budgetary guidelines.

Maximized store sales goals versus budget, including participation in marketing programs.

Conducted daily pre-shift meetings to update team members on relevant information and ensure correct execution of policies and procedures. Monitored and partnered with store managers and district leaders on strategies to increase catering sales.

Developed strategies for increasing sales and profitability within management scope. Coordinated and partnered with district leaders on increasing catering sales. Trained, monitored, and reinforced safety procedures, managed food and labor costs, and enforced company policies and procedures.

Interviewed, monitored, trained, and managed crew member employees in a manner that encouraged them to grow with the company while successfully reducing turnover.

Effectively identified potential problems and initiated appropriate corrective actions. Ensured continual improvement of quality, service, and cleanliness. Partnered with leadership teams to meet and exceed sales goals. Supervised and monitored food inventory levels and ordered products when necessary.

Work Experience

Mentor Recognition

Peer to Peer Recognition

Sales Representative Excellence

02/2009 - 02/2018

06/2006 - 01/2009

09/2001 - 06/2006

Worked cohesively with human resource department to monitor labor and payroll hours.

Training & Development Manager-Bar Manager

Applebee's Neighborhood Bar & Grill

Manages 75+ front-of-house employees and enforces company polices while ensuring that customer service standards are aligned with organizational objectives. Develops employees by providing on-going feedback, establishing performance expectations and by conducting performance reviews. Responsible for hiring and on-boarding process that includes but not limited to recruiting, interviewing and training staff.

Ensures that the guest experience is pleasant in regard to atmosphere, service and quality of food and beverage products.

Manages store operations and analyzes sales for profits and losses throughout the month.

Proactively manages sanitation, maintenance, security and prevention of injury from accidents to ensure the safety of guests and staff. Prepares profit and loss reports, completes cash audits and prepares budgets. Monitors stock levels, orders supplies, organizes promotional events and coordinates weekly employee schedules.

Key Accomplishments:

Consistently recognized for superior customer service in the form of measured computerized customer surveys.

Increased sales revenue metrics by 15% while ensuring well timed customer service. Manager of the Year Award Recipient - 2013.

Senior Field Sales Trainer

Glaxo Smith Kline, Pharmaceutical Company

Assisted in applicant selection, training, continuous monitoring and support. Determined training needs by traveling with sales representatives, serving sales encounters, studying sales results reports and conferring with sales managers. Improved training effectiveness by developing new approaches and techniques, making support readily available and integrating provision with routine job functions. Facilitated trainings on brand and product knowledge and coordinated individual and team performance review sessions to discuss strengths and weaknesses. Helped develop and coordinate sales building training/techniques and schedules, as well as hands-on training manager live in the field. Key Accomplishments:

Promoted to Field Sales Trainer (FSR).

Created training manuals and implemented streamlined training techniques in the field that increased productivity.

Continuously grew sales in each account every sales period. Sales Account Representative

Glaxo Smith Kline, Pharmaceutical Company

Planned, analyzed and executed territory data in order to increase market share. Organized presentations and conferences for doctors and various other medical staff. Built very strong relationships with the distribution centers and the customer service call center in order to provide quicker resolution, while providing exemplary follow up with account inquiries.

Presented, demonstrated, and promoted new product lines and displays at 30+ retail locations.

Analyzed data to identify and target sales opportunities. Secured optimal shelf space by conducting monthly store audits and visits. Worked closely with manufacture representatives in the field securing high volume sales.

Key Accomplishments:

Managed and distributed over 165+ health and beauty products covering 195+ stores within 7 major accounts.

Ranked #1 in region on secondary placements and clip strip program 2009. Increased sales 40% by working closely with store manager on secondary placement of products.

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