General Manager Customer Service

Daniel Lopez, General Manager

Long Island City, *1101, NY, 732-***-****, **********@*****.***

SUMMARY Dynamic General Manager with over 15 years of experience in hospitality and operations management. Proven expertise in enhancing customer satisfaction and implementing creative solutions that drive revenue growth. Exceptional track record of achieving 'A' ratings in health inspections and reducing operational costs through strategic vendor negotiations. Adept at leading diverse teams and cultivating strong relationships that enhance profitability. Committed to bringing innovative strategies to elevate business performance and customer experience.

WORK EXPERIENCE

01/2022 – Present Executive Chef / Operating Partner, Butterflied Chicken Manhattan Spearheaded menu changes, enhancing the restaurant's reputation for innovative dishes that define an exquisite level of cuisine available in the city.

Planned, organized, and supervised daily culinary operations for the restaurant and catering services.

Interviewed, trained, and recruited kitchen staff while launching operational improvements that reduced turnaround times for food preparation and dining service.

Negotiated contracts with vendors, securing the best prices for ingredients and equipment procurement and thereby reducing monthly food costs. Achieved 'A' ratings on health department inspections by developing a standardized cleaning process for each shift.

Conceptualized and executed marketing campaigns across social media platforms, blog posts, and email marketing.

Established new customer relationships that generated additional business and enhanced profitability.

01/2021 – 01/2022 General Manager, Prohibition Manhattan Developed and implemented concepts and activations to engage and entertain audiences, successfully achieving client goals. Interviewed, selected, and trained new staff to familiarize them with departmental procedures, customer service requirements, and performance strategies.

Coordinated the craft cocktail menu, selecting premium spirits for bar promotions and monitoring emerging beer and wine offerings to introduce trendy products.

Formulated a departmental budget to track monthly expenses and proactively corrected purchasing and staffing expenditures. Directed in-event performances, overseeing the coordination of instrument, vocal, and additional arrangements.

Oversaw the setup and breakdown of musical equipment before and after events.

06/2019 – Present Service Provider, Round 2 Resources Hoboken Processed daily documentation between departments, consistently maintaining effective communication and eliminating bottlenecks. Evaluated accounts daily to identify areas needing improvement and strategized corrective measures.

Reviewed operational activities regularly, identifying opportunities for process enhancements.

Fielded phone calls to provide effective and efficient assistance for a wide range of delivery questions and issues.

Dispatched trucks based on location, staffing levels, and urgency, ensuring timely deliveries.

Loaded and unloaded vehicles with customer packages, ensuring prompt delivery to customers' doors.

Planned networking events and conducted presentations to increase contributions and elevate charity recognition.

01/2016 – 07/2020 Insurance Counselor, The Ross Maghan Agency Matawan Developed cross-team strategies to align marketing initiatives with overarching business goals and support sales personnel. Collected detailed information from clients regarding their financial resources and needs to tailor the best products for them. Customized insurance programs and cross-promoted products, maximizing group profits by matching customers with optimal options. Calculated premiums and set up clients with automated payment options for discounts.

Monitored insurance claims to ensure timely and equitable settlements. Scrutinized processes and recommended methods for continuous improvement.

01/2015 – 06/2019 Gym Manager, UFC GYM Shrewsbury

Tracked gym member attendance, class participation, and trainer performance data to enhance service delivery.

Prepared budgets and monitored expenditures, ensuring strict adherence to financial guidelines.

Directed daily health club operations for a 7,500 square-foot facility, averaging 250 active members.

Supervised fitness and wellness specialists, including fitness instructors, nutritionists, and health educators.

Prepared payroll and maintenance budgets for corporate management approval, ensuring financial accuracy.

Implemented and developed weight loss, general fitness, and sports- specific exercise programs to help clients achieve their fitness goals. 11/2009 – 06/2015 Senior Manager, The Cheesecake Factory Edison Embodied company core values and served as a role model for company culture.

Acquired top talent by proactively recruiting, interviewing, and hiring staff who exemplified the company’s customer service values. Integrated innovative approaches and technologies to keep training engaging and effective.

Engaged with customers tactfully, striving to resolve service, food, and operational issues effectively.

Monitored departmental budgets, drove revenue growth, and controlled expenses, analyzing profit and loss statements for improvement opportunities.

02/2006 – 03/2009 Senior Manager, The Capital Grille Manhattan Set an example as a role model for company core values and culture, fostering a positive environment.

Forecasted business requirements, prepared operating budgets, approved expenditures, and implemented measures to reduce overhead through strategic scheduling.

Enhanced community engagement by actively participating in outreach activities and programs.

Created a culture focused on customer service and satisfaction, resulting in improved loyalty and retention.

Managed employee scheduling, training, and performance reviews, fostering a productive workforce.

Cultivated positive relationships with guests by visiting tables and engaging in friendly conversations.

Conducted training for all back-of-the-house staff, ensuring high operational standards were met.

Collaborated with restaurant managers to review sales, costs, and customer feedback for continuous improvement.

04/2003 – 04/2006 General Manager / Food and Beverage Director, The Borgata Hotel & Casino

Atlantic City

Modeled exemplary customer service to encourage team members to proactively assist customers and meet their needs, enhancing customer loyalty and retention.

Interviewed job applicants, processed new hire paperwork, and provided comprehensive on-the-job training.

Implemented and enforced quality, safety, and sanitation standards to uphold high food service operation standards.

Developed a departmental budget to track monthly expenses and make proactive adjustments, enhancing operational efficiency. Introduced new recipes and menu cycles that exceeded guest satisfaction while reducing food costs.

Strategically scheduled departmental staff based on business volume to ensure optimal coverage.

Received and resolved guest complaints and addressed employee concerns with diligence.

Oversaw all overnight food and beverage operations to exceed guest satisfaction and ensure safety.

EDUCATION

01/2015 – 08/2020 NJ Department Of Banking and Insurance Professional License, Property and Casualty Insurance Trenton, USA

03/2014 – 09/2015 Brookdale College

Certificate, Personal Trainer Certification

Lincroft, USA

09/2000 – 03/2004 Culinary Institute Of America Grey Stone Certificate, Hospitality Management

Napa Valley, USA

SKILLS Fluency in Both English and Spanish Business Development Operations management Food safety and sanitation

Culinary techniques Strategic planning

Leadership Training and supervision

Communication Health Compliance

Quality Control Creativity

Interpersonal Skills IT Proficiency

LANGUAGES English Spanish

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