General Manager Customer Service
Resume:
Professional Profile
Career Objective
General Manager position allowing for parlay of demonstrated organization, customer service, communication, and management skills proven by 40 years of successful, profitable restaurant management.
Personal Profile
Motivated, personable business professional with a B.S. degree and successful 40-year track record of restaurant management.
Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments.
Skills Summary
Teambuilding/Training/Supervision
Safety/Sanitation/Quality Controls
Vendor/Inventory Management
Budgeting & Cost Controls
Partner with IT to troubleshoot and resolve all store system issues.
Guest Service Excellence
Marketing and Sales
Payroll/P&L Management
Profit & Growth Strategies
Current Professional Experience
Panera Bread Bakery Company, Richmond VA
General Manager
July 2022 – Present
Primary Functional Expertise
Store General Manager Responsibilities
oBuild a culture of Warmth, Belonging, Growth, and Trust.
oEnsure extraordinary guest experiences and customer satisfaction.
oPlan and conduct Quality Health Checks.
oPartner with Café Manager to complete 1:1 meetings and specialist development.
oExecute company and café strategies for sales growth and flow-through.
oManage associate labor to support and drive café profitability.
oMaintain café costs and inventory.
oDevelop and review Profit and Loss Statements.
oManage team performance to ensure the café’s goals and quality standards are met.
oBuild subject matter experts by coaching managers and associates on specific responsibilities.
oLead ongoing training and coaching for team members, including people development, coaching, planning, prioritization and creative problem solving.
oManage staffing needs, shift scheduling, and team development.
oManage team performance to meet café goals and quality standards.
oEnsure food safety standards are fully maintained.
oEstimate food needs, place orders with distributors and schedule the delivery of fresh food and supplies.
oManage catering orders and client relationships, while increasing client list.
oEnsure property security procedures are in place to protect employees, guests and company assets.
oRecognize and celebrate individual and team achievements.
oCultivate a healthy and safe culture and workplace environment.
oAdhere to company policies and comply with all regulations.
oProven ability to drive positive results.
Prior Employment:
Wendy’s Restaurants, Richmond VA
General Manager
November 2004 – July 2022
Responsibilities
Training Store Manager
oEvaluated employees and identified weaknesses.
oIdentified training needs according to employee needs.
oBased on research, planned and implemented training programs to prepare employees for next step in career paths.
oRecruited trainers from employee candidates.
oLed, taught, onboard and evaluated new trainers.
Supervise staff of forty-five to fifty, including shift managers.
oRecruited, hired, counseled staff and conducted individual performance reviews.
oProvided manager and employee level training.
oResponsible for ensuring all personnel/payroll related administrative duties were completed accurately, on time and in accordance with company policies and procedures.
oManaged shifts which included: daily decision making, scheduling, planning while upholding standards, product quality and cleanliness.
Manage all areas of the restaurant.
oSet up and managed all restaurant grand openings up and down the East Coast.
oTransitioned operating restaurants over to new franchise owners as acquisitions were complete.
oDeveloped profit and loss statement from monthly financials.
oPrepared annual budget and forecast.
oMaintained cost and inventory control.
oManaged all aspects of opening new restaurants.
oEstimated food needs, placed orders with distributors and scheduled delivery of fresh food and supplies.
oEnsured property security procedures were in place to protect employees, guests and company assets.
oCertified to perform preventive maintenance on all restaurant equipment.
Formed partnerships with the community.
oPartnered with local university to accept college debit cards at restaurants.
oPartnered with local High Schools for employee recruitment.
Conducted quality assurance audits.
Successfully completed all required management training programs.
Added job openings to local high school websites.
Checker’s Restaurant, Richmond VA
Store Manager
January 2000 – November 2004
Responsibilities:
Maintain safety and food quality standards.
Train staff to follow restaurant procedures.
Ensure staff comply with company policies.
Keep customers happy and address any complaints.
Organize employee schedules.
Track employee hours.
Record and submit payroll data.
Order food, gloves, paper and other supplies while staying within budget.
Sbarro’s Restaurant, Richmond VA
Store Manager
January 1994 – Janusary 2000
Responsibilities:
Interview and hire employees.
Train staff to follow all restaurant policy and procedure.
Order all food and supplies.
Address and complete all customer requests and complaints to customer satisfaction.
Organize and assign employee schedules.
Track employee hours.
Record and submit payroll data.
Education
VIRGINIA STATE UNIVERSITY – Petersburg, VA
Bachelor of Science, Business Administration, 1983
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