Customer Service General Manager
Resume:
James L Pearson III
***************@*****.***
PROFESSIONAL SUMMARY:
An accomplished and customer-focused restaurant Manager with over 25 years of experience in the food service industry, including extensive experience in managing and controlling the cost of sales. Demonstrated success in large-scale event planning, food preparation, recruitment, and training of employees with an emphasis on food cost and control. A strong leader with excellent recruiting and development skills, seeking a challenging general store management role in the restaurant industry.
EXPERIENCE
General Manager, Boyd Restaurant Group - Atlanta, GA (June 2011 to Present)
•Manage daily front of house and back of house restaurant operations, overseeing a team of over 40 employees.
•Ensured superior service and maximum customer satisfaction by responding efficiently and accurately to customer complaints and regularly reviewing product quality.
•Coordinated with vendors and suppliers to research new products and services, while also estimating future needs for goods, kitchen utensils, and cleaning products.
•Maintained compliance with sanitation and safety regulations, while also managing the restaurant's good image and suggesting ways to improve it.
•Controlled operational costs and identified measures to cut waste, while also promoting the brand in the local community through word-of-mouth and restaurant events.
•Trained new and current employees on proper customer service practices, while also implementing policies and protocols that maintained future restaurant operation.
Bold Catering Company- Catering Manager – (Events) Atlanta, GA (February 2018 - June 2020)
Ensuring that all food is prepared to high standards of quality and safety, with attention to detail in presentation, taste, and timing.
Hiring, training, and supervising a team of catering staff, including chefs, servers, and event coordinators.
Planning and executing all aspects of a catering event, for 100 to 200 people per event.
Logistics and set-up to service and cleanup.
Ensuring that all clients and guests receive excellent service and that any complaints or issues are addressed promptly and professionally.
Creating budgets and financial reports, managing inventory, and controlling costs to ensure profitability.
Developing and executing marketing strategies to attract new clients and retain existing ones.
Implementing quality control measures to ensure that all food and service meets or exceeds established standards.
General Manager - Gladys Knight Chicken and Waffles Stonecrest, GA (November 2011 - January 2017)
•Managed and controlled COS and achieved financial goals, oversaw front and back of house operations, ensured opening and closing procedures, maintained superior guest relations and service, and maintained superior cleanliness, health, and safety standards.
•Supervised the front and back of house operations, including scheduling of food preparation and opening/closing procedures.
•Maintained superior cleanliness, health, and safety standards.
•Achieved superior guest relations and service, resulting in a high rate of customer satisfaction.
•Developed and implemented strategies to increase revenue, such as loyalty programs and promotions.
•Recruited and trained new employees, ensuring they were trained on proper customer service practices and food cost control.
SKILLS
•Proven work experience as a Restaurant Manager, Restaurant General Manager, Hospitality Manager, or similar role.
•Proven customer service experience as a manager.
•Strong leadership, motivation, and people skills.
•Acute financial management skills, responsible for achieving sales and profit goals, coordinated maintenance of the facility, monitored financial activities such as food and labor costs.
EDUCATION
•MBA in Marketing and Project Management with a 3.89 GPA.
•Member of Delta Mu Delta International honor society.
KEY ACHIEVEMENTS
•Increased sales by 7% within the first year of managing the restaurant.
•Implemented a new training program that reduced employee turnover by 25%.
•Successfully managed the restaurant during a major renovation, resulting in minimal disruption to daily operations.
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