Customer Service Restaurant Manager

ISAAC R. SOTO

Riverside, CA *****. / Cell *** ***-

**** *****: ***********@*****.***

OBJECTIVE

Experienced restaurant manager with 25+ years in customer service and operations management. Seeking a leadership role to leverage my expertise in improving efficiency, developing teams, and enhancing customer experiences to contribute to organizational growth and success. SUMMARY OF QUALIFICATION

Results-driven management professional with over 25 years of experience in restaurant operations, training, and customer service. Proven success in improving productivity, streamlining operations, and increasing profitability. Expertise in P&L management, strategic planning, project management, and leading teams to exceed goals. Strong track record in staff development, process improvements, and ensuring quality and compliance standards. AREA SUPERVISOR Don Chente Bar & Grill

May 2023 – November 2024 Multi Units

Assisted in hiring and training new employees and ongoing training for existing staff, resulting in improved employee retention and service quality.

Maintained HACCP and GMP standards, ensuring full compliance with health regulations and improving operational efficiency.

Managed inventory, food, liquor, and labor percentages, reducing costs by 8% through improved inventory management.

Oversaw front and back of house operations, improving overall customer satisfaction by 15% through better service coordination.

Identified and implemented waste-reduction strategies, increasing profitability by 10% AREA SUPERVISOR Kalaveras Cantina Urbana

May 2022 – May 2023 Multi Units

Managed multi-unit operations, leading to a 12% increase in sales by optimizing operational efficiencies and enhancing guest experiences.

Managed labor forecasting, payroll, and talent acquisition, reducing labor costs by 5%.

Implemented strategies that improved restaurant performance and ensured operational excellence across all locations.

Trained and mentored assistant managers, leading to an improvement in team performance and customer service ratings.

STORE MANAGER Applebee’s Grill & Bar

September 2017 – March 2022 Ontario, CA

Successfully managed operations and maintained quality audits, mystery shopper results, and kitchen inspections to ensure a 95% compliance rate.

Directed staff and shift leaders to achieve key operational goals, increasing overall efficiency by 10%.

Managed food and alcohol inventory, reducing food costs by 7% and increasing profitability through improved ordering systems.

Trained and developed staff, improving customer service and increasing repeat customer rates by 20%.

GENERAL MANAGER Coco’s Bakery Restaurant

May 2014 – September 2017 Ontario, CA

Effectively manage the restaurant in the absence of the Restaurant Manager.

Provide direction to shift leaders, and staff to achieve restaurant goals.

Consistently review operations and staff to identify any problems, concerns, and opportunities for improvement.

Responding to customer feedback and resolving conflicts effectively.

Interacting with restaurant guests to gauge satisfaction and improve customer service.

Monitoring the restaurant’s cash flow and settling outstanding bills.

Resolving customer complaints in a professional manner.

Maintain plant formulation systems and ensure food safety procedures are implemented, practiced, and documented.

DISTRIBUTION MANAGER Mi Familia Latina Magazine

August 2009 – May 2014 Bloomington, CA

general outbound freight logistics. Prepare and manage departmental budgets.

Chairing weekly staff meetings to motivate staff and ensure they are all meeting company standards and expectations.

Handling staff payroll, vacation requests, and other administrative duties related to company operations.

Assist in the hiring and training of new employees as well as the continuous training of existing staff.

Provide exceptional customer service and lead staff to do the same.

Demonstrate empathy and passion for helping people and ensure an excellent customer experience

CAFÉ MANAGER Panera Bread Inc.

March 2005 – August 2009 Riverside, CA

Compiles and sorts documents, such as: invoices, work orders, checks, vouchers, and substantiates business transactions.

Reviewed financial transactions and monitored budget to ensure efficient operation, and ensured expenditures stayed within budget limitations.

Prioritize invoices according to cash discount potential and payment terms coordinated food service, activities of restaurant and other similar establishments and at social functions.

Managing restaurant staff's work schedules.

Screening, interviewing, hiring, and training restaurant staff. GENERAL MANAGER El Torito Cantina Restaurant

August 1996 – April 2005 Ontario, CA

Sales, expansions of existing schedules and extension of business and new locations.

Prepared recommendations on findings better employee’s evaluations. Approved requisitions for equipment, materials and supplies within limits of operations department budget.

Trained and managed 25/35 full & part time employees scheduled work hours, resolving conflicts and determined salaries.

Conducting regular inspections of the restaurant kitchen to determine whether proper standards of hygiene and sanitation are maintained. HEAD CAPTAIN WAITER Canyon Crest Country Club

January 1991 – August 1996 Riverside, CA

Supervised and coordinated activities of dining-room employees engaged in providing courteous and rapid service to club members.

Arranged parties for club members, and resolved complaints regarding food or service. Notified payroll department of work schedules and time records.

Planned and executed arrangement details for banquets functions.

Planning the venue layout according to the number of guests and the type of event.

Supervising the placement of tables, chairs, cutlery, plates, glasses, and table linens, centerpieces, heating lamps, serving utensils, and carving stations. HEAD CAPTAIN WAITER Victoria Country Club

January 1988 – January 1991 Riverside, CA

Supervised activity workers in section of dining room.

Described and suggested food courses and appropriate wines.

Identified problems, diagnosed causes to determined corrective actions.

Executed daily operations of dining room, including supervision of waiter’s staff.

Expedited communication between upper level of management and general personnel. Chosen as: Employee of the year 1990.

Education & Certification

Instituto de Educación Superior DR. Jaime Torres Bodet Bachelor's Degree

Restaurant, Culinary, and Catering Management

01/05/1976 - 09/28/1982

Acapulco, México

Le Cordon Bleu Certificate.

An international network of hospitality and culinary schools teaching French haute cuisine. Its educational focuses are hospitality management, culinary arts, and gastronomy. The Cuisine Basic Certificate of Le Cordon Bleu Madrid provides basic knowledge on culinary arts and introduces the student to the world of techniques.

Serv-Safe Certificate.

Successfully completing the standards set forth by The National American Restaurant Association Education Foundation for the Serv-Safe Food Protection Manager Certification Examination, which is recognized by the Conference for Food Protection (CFP), Table side FLAMBÉ, in addition to Ice Curving sculptures.

Computer literacy

Word Processing, Knowledge of other word processing system: MS Word 2000, Excel, POS, POP, IBM, Power Point, and Aloha, Fluency in English/Spanish verbal and written communication skills, Banquet Experience • Event Planning • P&L Management • Profit & Loss • Restaurant Management • Budgeting • Labor Cost Analysis • Culinary Experience • Events management Customer service • Catering • Leadership • Guest services • Good problem-solving skills, corrective action and resolution skills.

Skills

Leadership & Management:

Staff Training, Team Development, Performance Management, Conflict Resolution, People Management.

Operations Management:

P&L Management, Budgeting, Inventory Control, Cost Reduction, Labor Management, Sales Forecasting.

Customer Service Excellence:

Guest Satisfaction, Complaint Resolution, Customer Retention Strategies, Service Training

Health & Safety Compliance:

HACCP, GMP, Food Safety, Sanitation Standards

Technology Skills:

POS Systems (Aloha, IBM), MS Office Suite, Excel, Data Analysis Reference

Available upon request.

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