General Manager Customer Service
Resume:
BRIAN NELSON
Buchanan, NY ***** e-mail: *********@*****.*** mobile 504-***-****
SENIOR OPERATING & MANAGEMENT EXECUTIVE
Hospitality Industry
RESULTS-DRIVEN MANAGEMENT EXECUTIVE with 15+ years of operating, project management, territory management, and staff development experience in top-rated Elegant Dining Establishments. Track record combines strategic and tactical expertise with strong qualifications in general management, talent development, and human resources. Fast track, forward-thinking professional with proven ability to operate effectively under pressure in time- sensitive environments. Proven ability to remain calm in stressful situations. Exceptional analytical and problem-solving skills. Able to quickly analyze and assimilate operational and financial subject matter and present a well-thought out point of view. Experienced in streamlining systems and operations to increase profitability, productivity, quality, and efficiency. Diplomatic, insightful professional with proven track record in promoting cooperation. Highly effective in reorganizing, streamlining, and strengthening operations. Delivered strong and sustainable revenue, asset, and profit gains within an extremely competitive market
Signature Skills and Competencies Include:
Strategic Planning New Business Development Resource Management
Business Focused Innovations Platform and Presentation Skills Mentorship
Staffing & Management Development Project Management Process Reengineering
Quality & Productivity Improvement Operations Infrastructure Performance Improvement
Cost Containment & Profit Improvement Cross Functional Team Leadership Customer Relations Management
SELECTED
CAREER
HIGHLIGHTS
Achieved reputation as a highly-effective turn-around manager:
Brought in to manage an underperforming establishment scheduled for closing, Swiftly delivered explosive profit growth through enhanced financial controls, inventory optimization, in addition to cutting-edge training in customer service.
Credited with substantial growth in customer base.
Instead of closing a 250 guest establishment, successfully orchestrated acquisition of additional space to produce a highly-revitalized fine dining establishment accommodating 400 guests.
Known as an effective mentor / talent developer, engineering numerous internal promotions including management and executive chef.
Recognized as a High Performing Manager; Awarded Leadership Team of the Year based on sales growth, guest satisfaction scores, and cost controls among other factors.
Renowned for setting earth shaking company-wide record for single day, in-store sales. PROFESSIONAL
EXPERIENCE
March 2005 - Present
RUTH’S CHRIS STEAK HOUSE, Winter Park, Fl ( Corporate HQ ) Rapid promotions through a series of increasingly responsible promotions predicated on high performance and profit gains.
Regional Vice President – Northeast May 2017 – Nov 2022
Effectively direct all operational aspects of up to twelve elegant dining establishments across four states.
Profitably orchestrated opening of six new restaurant locations.
Introduced a pioneering company definition of Hospitality which was incorporated into a newly developed enhanced hospitality training in cooperation with Human Resource and Education Departments.
Brian Nelson page 2
PROFESSIONAL
EXPERIENCE
March 2005 - Present
Regional Vice President – Northeast continued
Successfully launched a series of organizational development initiatives in cooperation with new strategic plans for substantial productivity / quality improvement. Selected Achievements:
Effectively instilled the ‘Guest First’ focus into management teams resulting in several locations placing in the top 10 of the company in average social media scores in late 2019 and early 2020.
Achieved reputation for sharing credit with the entire team but will own the blame for something not working as expected.
General Manager – Manhattan, NY May 2015 – May 2017
Managed all aspects of restaurant operations for this high volume (525 guests) midtown steakhouse.
Steadily grew sales and substantially increased profitability throughout tenure.
As a recognized High Performance (on all KPIs) GM was selected to play an instrumental role liaising with HR and Legal departments to develop a training program that was shared with all restaurant management teams. Success of this program led to my promotion as Regional VP.
Specially selected to perform franchise audits and coaching sessions to assist other management teams in improving operational effectiveness in their locations. Selected Achievements:
Restaurant selected as one of OPEN TABLE’S Top 100 Restaurants in NYC in 2015.
Recognized for setting company-wide record for single day, in-store sales do $114K, breaking own previous record of $94K in comparison to next closest competitors $85 – 90K. Achieved these outstanding results through direct management of reservations and critical operating decisions made throughout the day.
Company CEO compared this achievement to it’s like the first athlete breaking the four minute mile!”
General Manager – Parsippany, NJ May 2014 – May 2015
Effectively directed all operational aspects of the restaurant (325 guests).
Oversaw training of new managers in one of company’s training centers. Selected Achievements:
Significantly improved efficiency and drove additional sales on high volume holidays.
Recognized for establishing a culture of trust and fairness. Terminated toxic server who had a negative impact on other team members.
Complimented by servers as “ ... the most transparent GM hat the servers ever worked with.”
Recognized as a ‘hands-on’ manager often removing jacket and tie to wash dishes when dishwasher went home sick or to take care of a family matter. General Manager – Weehawken, NJ Sept 2011 – May 2014
Was brought in to this 250 guest restaurant to prepare for store closing. Instituted effective cost controls, inventory management, menu optimizations and peak performance staff training, turning-around a failing restaurant into a thriving operation eventually obtaining additional space to nearly double guest capacity.
Manager - Manhattan, NY August 2009 – September 2011
Promoted to management position in recognition of demonstrated leadership and organizational abilities.
Achieved significant efficiency gains, cost reductions, and profit growth leading to assignments in troubled restaurant locations.
Brian Nelson page 3
RUTH’S CHRIS Manhattan, NY continued
Server March 2005 – August 2009
Consistently won or placed in top tier for numerous sales contests.
Recognized for development and evolution of a ‘Guest First’ mentality which focuses on the needs of the guests rather than making my own work easier, earning ‘rave reviews’ and compliments to management.
Served as coach / trainer for new team members and was recognized as a highly-effective leader among the team.
Was always willing to assist, helping customers who were not in my station, recognizing that the success of the overall restaurant depended on the success of every team member. COMPUTER
SKILLS
Expertise in effectively using state-of-the-art software packages in accelerating operations and solving business problems: Microsoft Office Suite (Word, Excel, PowerPoint, Access), and diverse proprietary software.
EDUCATION
UNIVERSITY OF LOUISIANA, Lafayette, LA
Major: Music Media
MOREHEAD STATE UNIVERSITY, Morehead, KY
Major: Music Education
REFERENCES Excellent references will be furnished on request.
Contact this candidate