Customer Service General Manager
Resume:
Michael V. Purtell
**** ****** **** ************, ******** 22534 804-***-**** ************@******.***
— Restaurant Manager —
Service-focused and cost-conscious with strong expertise in front- and back-of-house operations to establish a welcoming, energetic dining atmosphere
Solid history of success building high-energy service and culinary teams to ensure optimum guest experience. Excel at increasing check averages through strategic up-selling of food and alcohol. Adept in all facets of operations to include food quality and presentation, safety and sanitation compliance, budget administration, and inventory management. Core competencies include:
Outstanding Guest Experience
Innovative Menu Planning
Cost Reduction / Waste Management
Vendor Management & Negotiation
Motivational Team Leadership
Kitchen, Bar, & Dining Room Operations
Integrated Inventory Control
Promotions & Up-selling
Budgeting / Profit & Loss Management
Safety & Sanitation Compliance
Professional Experience
Service Source, Quantico, Virginia
Site Manager, FBI/DEA 7/22 to Present
Manager of high volume cafeteria setting and bar area for FBI and DEA food service areas
Responsible for insuring high quality food and service standards. Responsible for portion controls waste control and training. Responsible for the FBI and DEA bars. Hiring staff, ordering bar supplies, inventory and sanitation of both FBI and DEA bars. I help set up seasonal menus for alcohol drinks. I worked closely with the catering department to set up special events. I supervised 15 to 30 employees some with disabilities per shift.
Hooters, Fredericksburg, Virginia
Assistant General Manager, 7/21 to 7/22
Directed front- and back-of -house operations, providing leadership and ongoing training to kitchen and bar staff for sports-themed franchise with 60+ employees.
Held full accountability for kitchen, bar, and service teams, coordinating with junior managers to schedule staff and align operations with business and regulatory requirements. Conducted evaluations, coached staff, and guided recruitment and training. Maintained consistent inventory with minimal waste, overseeing purchasing to ensure full menu availability. Collaborated with General Manager to implement corporate business strategies and menu concepts, trained kitchen staff on new menu items.
Key accomplishments:
Reduced food costs by 6%, identifying and eliminating inventory issues including excess ordering, rising shrinkage, and poor storage.
Partnered with General Manager and corporate representatives to plan and execute kitchen renovation, introducing new, modern equipment that increased efficiency by 26%.
Kentucky Fried Chicken/Long John Silver, Ashland, Virginia
Managing Partner, 8/2016 to 7/2021
Advanced to oversee front- and back-of-house operations with accountability for bottom-line factors, food quality, and customer retention for family restaurant with 15 employees.
Hire, train, supervise, and schedule staff. Manage purchasing and inventory control to ensure sufficient levels of high-quality product while eliminating waste. Monitor compliance with safety, sanitation, and food preparation standards. Develop and revise kitchen procedures to optimize workflow. Compile, analyze, and interpret financial data to develop accurate projections and ensure profitability.
Key accomplishments:
Dropped food cost by 7%.
Initiated aggressive customer service training program that resulted in survey scores from 50% satisfaction to 89% satisfaction.
Taco Bell, Fredericksburg, Virginia
General Manager, 3/2015 – 7/2016
Advanced to oversee front- and back-of-house operations with accountability for bottom-line factors, food quality, and customer retention for family restaurant with 45 employees.
Hire, train, supervise, and schedule staff. Manage purchasing and inventory control to ensure sufficient levels of high-quality product while eliminating waste. Monitor compliance with safety, sanitation, and food preparation standards. Develop and revise kitchen procedures to optimize workflow. Compile, analyze, and interpret financial data to develop accurate projections and ensure profitability.
Key accomplishments:
Spearheaded rebranding of restaurant image to effect reversal of 5 year down turn; devised new restaurant theme, triggering 15% increase in sales and excellent reviews.
Initiated aggressive customer service training program that resulted in secret shop scores of 90% or higher.
Collaborated with culinary team to create attractive and appetizing signature presentations as central component of menu and theme, substantially increasing repeat business.
Forged exceptional relationships with local vendors, securing timely delivery of top-quality inventory while reducing food costs by 5%.
Buffalo Wild Wings, Crystal City, Virginia
Assistant General Manager, 01/2013 – 3/2015
Directed back-of -house operations, providing leadership and ongoing training to kitchen and bar staff for sports-themed franchise with 60+ employees.
Held full accountability for kitchen, bar, and service teams, coordinating with junior managers to schedule staff and align operations with business and regulatory requirements. Conducted evaluations, coached staff, and guided recruitment and training. Maintained consistent inventory with minimal waste, overseeing purchasing to ensure full menu availability. Collaborated with General Manager to implement corporate business strategies and menu concepts; trained kitchen staff on new menu items.
Key accomplishments:
Reduced food costs by 6%, identifying and eliminating inventory issues including excess ordering, rising shrinkage, and poor storage.
Partnered with General Manager and corporate representatives to plan and execute kitchen renovation, introducing new, modern equipment that increased efficiency by 28%.
Popeye’s, Richmond, Virginia
GENERAL MANAGER, 11/2010 TO 12/2012
Advanced to oversee front- and back-of-house operations with accountability for bottom-line factors, food quality, and customer retention for family restaurant with 45 employees.
Hire, train, supervise, and schedule kitchen and service staff. Manage purchasing and inventory control to ensure sufficient levels of high-quality product while eliminating waste. Monitor compliance with safety, sanitation, and food preparation standards. Develop and revise kitchen procedures to optimize workflow. Compile, analyze, and interpret financial data to develop accurate projections and ensure profitability.
Key accomplishments:
Spearheaded rebranding of restaurant image to effect reversal of 5 year down turn; devised new restaurant theme, triggering 10% increase in sales and excellent reviews.
Initiated aggressive customer service training program that resulted in secret shop scores of 90% or higher.
Forged exceptional relationships with local vendors, securing timely delivery of top-quality inventory while reducing food costs by 5%.
Education & Credentials
Professional Development
FBI and DEA Clearance and Background Check
ServSafe Training ServSafe Alcohol Training
First Aid/CPR Certified-Red Cross
Professional Affiliations
Management Stress Course
Restaurant Facility Management Association (RFMA)
National Bar & Restaurant Management Association (NBRMA)
REFERENCES UPON REQUEST
Page 4
Contact this candidate