Customer Service Operational Excellence
Resume:
CONTACT
Boynton Beach, Florida *****
**********@***.***
PROFESSIONAL
SUMMARY
I have a passion for hospitality
service. With over 20 years of
expertise, I have managed restaurant
venues, luxury country club resorts,
airline lounges and residential senior
living communities. A highly
accomplished professional with
experience in district-level and
local-level operations. Proven track
record of achieving financial goals,
driving operational excellence and
strategic initiatives while delivering
superior customer service. Adept at
using innovative approaches to
develop solutions and improve
organizational efficiency. A leader in
building teams with use of having
great people skills.
SKILLS
■ Operational Efficiency
■ Staff Management
■ Employee Scheduling
■ P&L Responsibility
■ Platform Evaluation
■ Corrective Actions
■ Employee Motivation
■ Business Administration
■ Organizational Analysis
■ Community Organization
■ Manager Coaching and Training
■ Account and Territory Management
Payroll Administration and
Timekeeping
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■ Industry Knowledge
Records Organization and
Management
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■ Staff Supervision
■ Staff Development
■ Operations Management
KENNETH GRAGERT
HOSPITALITY/RETAIL MANAGING DIRECTOR
EXPERIENCE
District Manager - Airline Lounges AA (Southeast) Sodexo Live - Miami, FL
05/2024 - Present
■ Regional Director of American Airlines Lounges of the Southeast. Consistently exceeded monthly budget objectives by leveraging creative solutions and cost-saving measures.
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Evaluated regional competition's pricing structures and adjusted own prices accordingly in order to remain competitive.
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Analyzed financial data and developed budgets to maximize profitability while meeting operational goals.
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Provided leadership guidance to store managers on how to best run their respective stores while meeting corporate goals.
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Analyzed sales data from all stores within the district to identify trends and opportunities for improvement.
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Conducted regular meetings with store managers to ensure compliance with corporate policies, procedures and standards.
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Managed a team of 500 employees in the district and developed strategies to increase efficiency and productivity.
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Reviewed financial statements from each location regularly and provided feedback for cost control initiatives.
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Managed payroll processes including tracking timecards and approving time off requests across multiple sites.
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Identified and assessed strengths and opportunities and developed plans to maximize employee potential.
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■ Enforced compliance with corporate policies and procedures. Accomplished goals by establishing priorities and organizing workload to meet deadlines.
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Provided product feedback to leadership, recommending items to carry or discontinue.
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Resolved conflicts between personnel at different locations by using mediation tactics such as open dialogue sessions.
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Regional Manager-Senior Living Compass Community Living (CCL) - Fort Lauderdale, MA
10/2022 - 05/2024
Provided management in developing corporate vision, mission, values, and culture based upon contract agreement.
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Directed strategic planning efforts that enabled the organization to achieve its short-term goals while positioning itself for long-term success.
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Supervised work of other department managers to verify high quality results.
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Developed training programs that enabled employees to reach their full potential as individuals and teams. Implementing training programs for both FOH & BOH.
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■ Ensured compliance with applicable laws and regulations related to
■ Action Plans
■ Sales management
■ Training and coaching
■ Brand representation
■ Cross-selling strategies
■ Mobile payment processing
■ Point of sale systems
■ Sales target achievement
■ Sales strategy development
■ Sales expertise
■ Promotions and specials
LANGUAGES
German
Conversational
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Spanish
Conversational
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operations activities.
Worked with management to develop human resources policies and procedures to comply with government regulations.
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Conferred with board members, organization officials and staff members to discuss issues, coordinate activities, and resolve problems.
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Implemented budgetary control systems to support cost-reduction and budget adherence.
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Established departmental responsibilities and coordinate functions among departments and sites.
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Provided high-level guidance and leadership to district managers throughout the region while maintaining a focus on achieving desired outcomes.
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Provided leadership support to regional teams by setting clear expectations, providing guidance, and motivating staff members.
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District Manager- Airline Lounges Delta Sky Clubs Sodexo Live -
(Florida/Texas), Southeast, USA
04/2016 - 10/2022
Southeast District Manager of 8 Delta Sky Clubs. Conducted regular meetings with club managers to ensure compliance with corporate policies, procedures and standards. Grossing 90 million dollars annually in revenue.
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Improving upon the hight levels of NPS as it relates to food & services offered.
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Worked with direct reports to develop and implement action plans, improving operating results.
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Analyzed sales data from all stores within the district to identify trends and opportunities for improvement.
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Managed a team of over 300 workers 12 managers in the district and developed strategies to increase efficiency and productivity.
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Reviewed financial statements from each location regularly and provided feedback for cost control initiatives.
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Executed performance management processes to set up employees for success.
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■ Collaborated with senior management to set and achieve district goals. Identified and assessed strengths and opportunities and developed plans to maximize employee potential.
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Multi-Unit Manager Nicks New Heaven Italian - Boca Raton, FL 04/2014 - 04/2016
Created weekly and monthly reports on store performance metrics for corporate review.
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Maintained accurate records of employee attendance, payroll information, inventory levels.
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Recruited, interviewed, trained, evaluated, coached, and disciplined employees as needed.
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Utilized customer feedback surveys to develop strategies that improved customer satisfaction ratings.
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Organized and directed daily operations for two retail stores, ensuring compliance with company standards.
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Resolved customer complaints promptly while maintaining a high level of professionalism.
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Developed strategies to maximize profits and increase sales performance across both locations.
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Director of Food and Beverage DeBordieu Country Club - Georgetown, SC 01/2010 - 03/2014
Established effective relationships with vendors to negotiate pricing and secure quality products.
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Managed inventory levels to ensure efficient operations while minimizing waste.
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Demonstrated expertise in developing and implementing successful Food and Beverage strategies, policies and procedures.
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Maintained a deep knowledge of industry trends to ensure competitive edge.
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Exhibited strong leadership skills while managing staff, delegating tasks and providing ongoing training.
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Implemented atmospheric strategies for improving customer dining appeal.
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Maintained high standard of cleanliness in kitchen by emphasizing importance of sanitary cooking spaces.
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Established protocol for responsible food storage to prioritize customer health.
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EDUCATION
Bachelor of Science (B.S.): Business Administration Long Island University Post - Brookville, NY, US, 05/1993 Associate in Science (A.S.): Public Administration State University of New Yokr at Delhi - Delhi, 05/1988 REFERENCES
References available upon request
VOLUNTEER EXPERIENCE
American German Club of the Palm Beaches Boynton Beach Soup Kitchen - Boynton Beach, FL
09/2024 - Present
Assisted with planning and implementation of special events designed to engage sponsors more deeply with the organization.
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Facilitated communication between internal teams and external stakeholders related to sponsored projects.
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Implemented strategies for increasing visibility among potential sponsors through social media outlets.
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Sponsor Mutty Paw Rescue - Loxahatchee, FL
05/2018 - Present
Donation Coordinator-Seasonal Coalition for Venezuelans - Miami, FL 02/2018 - Present
Managed the entire donation process from start to finish, including receipting and shipment of donations out of the Port of Miami.
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Organized meetings between board members and key stakeholders in order to discuss donation-related topics. Working with USA government officials at the Federal level with local charities and religious group to send food items to families in need in Venezuela.
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Identified opportunities for improvement in existing processes related to donation processing.
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Contact this candidate