Customer Service Assistant Manager
Resume:
Luigi G. Baluyot
Sherman, TX **092
323-***-**** cell
adz3wz@r.postjobfree.com
Objective:
To obtain a position in which knowledge of food, retail, and customer service experience will be both challenging and rewarding.
Experience:
Burgerim Texas June 2016-Sept. 2019
Vice President of Operations
Responsibilities:
Started with Burgerim Group USA as a Consultant in June 2016 when the concept first came to the United States in California. I developed the Operations Manual and designed the Training Program for the company as well as developed recipes for them. I was offered a position in Texas by the Master Franchisee as his VP of Operations for Texas to lead the concept growth in Texas. My responsibilities include providing all franchisees the tools and support they need to run their business according to company standards while assisting them with reducing labor and food cost. I also assist my Operations Team with NSO’s (New Store Openings) and provide training to the franchisee and assistance with interviewing and hiring the staff for that location. From POS training, open and closing procedures for both FOH and BOH, cash handling, unsatisfied guests/complaints, disgruntled employees, cleaning, cooking and stocking procedures. I oversee the entire state of Texas for build-outs and NSO’s. Once training is complete and the location is fully operational, I direct my FBS’s (Franchise Business Consultants) to perform QA’s once a month and require a minimum of weekly visits to each and every location. With the company, I have opened over 50 locations nationwide with a majority of the locations in Texas. I observe day to day operations along with tracking sales, labor and food cost for our prime locations. Ensuring for a positive bottom line for the franchisees, I present them with “opportunities” and “solutions” to assist them with sub-par numbers for food cost, labor, sales and inventory. I create weekly schedules for my Operations Team and communicate on a daily basis for upcoming locations and travel accommodations if needed. There are 6 Training Specialists whom I have personally trained along with 4 FBC’s. The Training Specialists are all based in Dallas and my FBC’s are based in Dallas, Houston, San Antonio and Rio Grande Valley. I visit every location a minimum of once a month to ensure the franchisee is receiving support from the FBC’s and the location is up to standards as per company policies.
Delaware North Travel Hospitality Services Oct.2012-Sept. 2016
Currently Re-located to Texas for Delaware North
Current Department Manager Skewers
Promoted to Department Manager January 2015
Assistant Manager II Farmers Market
Acting Unit Manager Back Lot Deli T1
Opened Farmers Market T5
Promoted to Assistant Manager II April 2014
Skewers by Morimoto Terminal 5
Daily Grill Tom Bradley Terminal
Back Lot Deli Terminal 1
Kitchen Supervisor
Responsibilities:
As a Kitchen Supervisor for Skewers I ensure that all recipes and procedures are up to date and that all kitchen staff are fully trained according to the policy and procedure manual of Iron Chef Morimoto as well as DNC’s manual. I also make sure that the food profile is maintained at a high expectancy level. Customer service and satisfaction also plays a major role. Controlling food cost on a weekly basis by means of inventory and controlling purchases according to the projected daily forecast of travelers.
I am responsible for creating new menu items for each unit as needed. I am also responsible for designing plates for photo shoot sessions for new menu items and menu changes.
Since the promotion in April 2014, I have successfully ran and operated a unit (Back Lot Deli) until it's last days, while helping my fellow colleagues open and launch what is being called an Innovation to the airport industry, Farmers Market. My duties have tested my abilities and capabilities of being and becoming a successful, ambitious manager for the company, by taking on any challenge thrown my way. My duties as the Acting Unit Manager for Back Lot Deli were to ensure my unit still controlled cost in all aspects from food, labor and waste and paid close attention and monitoring of all expenses. Delegating to my supervisors the daily tasks and the expectations and goals for the upcoming days. Ensuring that all standards are kept and met on a constant. Daily reports are turned in promptly in a timely manner and that they are correctly and carefully executed. Budgeting all costs according to plan and creating action plans to fix the problem in the event that the course of action is de-railed. Ensuring the unit is profitable is a major responsibility along with guest satisfaction as per Delaware North's Guest Path Standards.
Promoted to Department Manager for Skewers in January of 2015, I rolled out a new menu that Iron Chef and his Executive Chef and I developed which increased revenue for the unit. I have stayed above plan week over week and continue to have the highest sales and ticket average in the LAX Unit. Total Revenue for the year planned was 4.1 million vs an actual 6.5 million. Putting over 600k to the bottom line. The ticket average is $23.45 and the average weekly sales is $140k. The sales for the unit have increased significantly by a margin of a minimum of 40%. I have maintained to keep all costs low as well as labor without sacrificing speed of service and customer service. Food Cost was planned at 24.8% while I ran a 23.8-24.4%. Labor was planned at 28% while I ran it at 24%. Alongside my current responsibilities, I have also taken on the responsibility of the daily Sales Report from the Assistant General Manager. I was also nominated as the Bar Manager for LAX Unit. As the Bar Manager, I ensure that all DNC Bars are in compliance with any new drinks, specials, promos, infusions and pricing. I do weekly walk-throughs in all units, to ensure that all associates are in full and proper uniform and that the units are clean and free of any debris. Reporting to my GM and AGM’s all that is observed during the walk-throughs.
A Touch of Sin Catering Nov.2004-Nov.2012
Owner/Chef
Responsibilities:
Create and design menus for clientele and maintain budget for every event. Catered to USC and UCLA Alumni. Designed, planned and decorated events for weddings, bar/bat mitzvahs, garden parties and social gatherings. Catered to a minimum of 12 for “In-Home How to Classes” to a maximum of 3500 people. Menus consisted of Asian Fusion, Italian, French Bistro, American, Hispanic and Filipino cuisine.
Tao Vietnamese Food Truck Nov.2003-Nov.2007
Chef/Co-Owner
Responsibilities:
Prepare and cook food according to customers' orders. Travelled around L.A. County during lunch and after club/bar hours. Attended food truck events and partnered up with local bars and breweries for food truck nights. Maintained cleanliness and health standards as per L.A. County Health Dept.
Universal Studios Production Kitchen June 2002-Nov.2003
Lead Cook / Catering Cook
Responsibilities:
Prepare and cook food for the amusement park as well as any catering events, supervise cleaning and quality control, order supplies, expedite food to appropriate areas of the park, keep work areas clean
Pomona Valley Hospital Medical Center Nov.2001-June 2002
Cook
Responsibilities:
Prepare and cook food according to customers' orders, keep work area clean and tidy, keep work area stock with items needed,
Boomerock Aug.2000-Nov.2001
Line Cook/ Food Expeditor
Responsibilities:
Bring out dishes and drinks in a timely manner, prepare food according to customers' orders, keep work areas clean and tidy
Education:
Pasadena City College June 2000-June 2002
Nursing Program
St.Genevieve High School Sept.1997-June 2000
High School Diploma
Certificates:
ServSafe Certified exp. 2025
Certified Beer Server
Level 1 Cicerone Certification Program
Multiple Certifications in Personal and Business Development through Delaware University
Skills:
Microsoft Word, Microsoft Office, Intermediate in Microsoft Excel Program, Micros.
References Available Upon Request
Mr. Glenn Pierce
Assistant Manager, Delaware North
Mr. Sergio Garcia
Assistant Manager, Delaware North
Mr. Jose Garcia
Assistant Manager, Delaware North
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