General Manager Customer Service
Resume:
Lucille Coppola Frattesi
Boynton Beach, FL
**********@*****.***
Summary
I have had the pleasure of working in the hospitality industry for the past 35 years, starting as a hostess and successfully owning and operating many restaurants. My diverse background and culinary arts experience have allowed me to conceptualize and build restaurants, both high end and casual in the US and Europe. I am looking for a position where I can utilize my skills, build company sales and create a safe and enjoyable environment for both guests and employees. My broad experience, attention to detail and professionalism serve as a foundation for growth and enhancement with your corporation.
Skills and qualifications
Bilingual, Fluent English & Italian
Customer Service & Leadership
Hotel Management
Event Planning & Banquet Experience
Profit & Loss Analysis, Labor Cost Analysis
Inventory, Payroll & PNL
Team Building & Training
Knowledge of Food production & Catering
Wine Pairing & Menu Planning
Merchandising & Sales Building/Fundraising
Proficient in Touch Bistro, and Micros Operating Systems Proficient in Microsoft Word, Outlook, PowerPoint & Excel Education &Training
St. John’s University, NY, Bachelor’s Degree, Hospitality Management New York University, NY, Associates Degree, Marketing Sapienza University in Rome, IT, Associates Degree, International Business Management Florida Atlantic University, FL, Hospitality & Tourism Management Certified U.S. National Restaurant Association, ServSafe: Food Safety & Sanitary Certified Food Handlers Certificate, Florida DBPR
Certified Professional Food Manager, ANSI, Conference for Food Protection Leadership & Management Certified
Safety & Loss Prevention Certified
Work History
Bloomin Brands Delray Beach, FL
Carrabba’s Italian Grill General Manager June 2022 – Present
Oversee all aspects of daily operations and guest satisfaction
Develop initiatives, increase sales, budget fiscal responsibility
Build community relationships, and promote on-brand history and foundation
Enforce safety and sanitary practices
Ensure fresh and quality ingredients for a scratch kitchen
Maintain staff by recruiting, selecting, orienting, and training employees
Coordinate events, catering and wine dinners
Food and Beverage manager
CEC Entertainment, Inc. Boynton Beach, FL
General Manager 2019 – 2022
Responsible for daily operations and sales for 2 store locations.
Make daily decisions that involve time management, staff scheduling and support, uphold product quality, cleanliness and other Company standards
Build sales and maximize profits by effectively recruiting, training, developing and communicating Company and Guest expectations to the entire team
Coach, teach and motivate team to maintain high quality Guest service and safety
Exercise excellent business skills and judgement in cost control procedures, financial accounting, inventory levels and labor management
Coaching and Developing Others on management team
Demonstrating Ethics & Integrity for staff and guests
Effective Communication while empowering others
Time, Priority Management, Problem Solving & Decision Making Texas BBQ Grill Rome, Italy
Owner/Director of Food & Beverages 2009 – 2019
Conceptualized, designed & operated unique American Restaurants in 3 cities
Directed operations for existing and future properties in the European markets
Oversaw new restaurant development from construction to opening
Full P&L responsibility and accountability across all properties
Create, direct, and implement successful systems and SOPs
Ensure the highest level of customer satisfaction, operational standards, quality of product, facilities management, and unit-level and corporate marketing/promotions
Provide guidance and support to General Managers and the restaurant management teams
Review operational performance daily, weekly, and quarterly, as well as taking corrective action with urgency whenever needed to meet financial goals
Manage in a fiscally responsible manner, controlling food & beverage costs, labor and indirect costs and inventory practices, coordinate special events F&B Enterprises USA/Europe
Director of Operations / Territory Director 2005 – 2009
Responsible for building international sales for American food products
Train external teams with regard to brand & products
Daily, weekly, and monthly sales reporting
Contract negotiation, organization and execution with European trade teams
Trade show participation and marketing at various Italian venues
Build sales partnerships & Network Marketing with restaurants & hotels
Manage existing accounts
Actively participate in local leisure, travel & hospitality community
Managing sales, communication and promotions for import/export of food products
Meeting & exceeding monthly and annual sales goals.
Customs clearance for all shipments
Piazza de Roma Delray Beach, FL
Owner/General & Catering Manager 2001 – 2009
Responsible for all daily operations of the restaurant including staffing, training, scheduling and ordering
Party planning, venue décor, entertainment and catering facilitator
Special events, such as client contact, menu planning, and creative concepts to ensure success from an operational and guest perspective
Creating relationships with purveyors, ensuring product availability, pricing and ordering all food and beverage for restaurant
Ensure proper staffing levels and equipment maintenance routinely
Development of staff
Enforcing Environmental, Health & Safety responsibilities, policies & procedures and training team members to follow.
Pronto Italian Restaurant Boca Raton, FL
Owner/Food & Beverage Director 1996 – 2002
Deliver quality experiences through proper steps of service with an in-depth knowledge of spirits, wine and gourmet culinary items
Great team player with the ability to create excellent working relationships and help lead, mentor and develop members of the team.
Strong dining room presence and the ability to handle the back office administrative duties including scheduling and POS systems
Assist with the training and managing of all new F&B staff
Oversees all beverage programs including restaurant and offsite special dinners
Provides Director of Special Events with beverage selections and pairings
Places beverage orders in conjunction with various restaurant managers, lead bartenders and sommeliers.
Helps to ensure that all beverage stocks in the bars and in lockers or pantries are used, stored and accounted for following company policies and guidelines.
Coding invoices and overseeing monthly inventories
Promoting and maximizing beverage sales, cost-of-goods of all beverage categories at all venues
Contact this candidate