District Manager, Director of Operations

LUKE R. FLAHAUT

Apex, NC 857-***-**** *********@*****.*** linkedin.com/in/lucienflahaut

Director of Operations Multi-Unit Leader Growth & Performance Strategist

Dynamic operations executive with 17+ years of success driving profitability, scaling systems, and leading high-performing teams across restaurants, hospitality, and retail. Proven record in multi-unit oversight, P&L management, and organizational growth. Expert in aligning strategy with execution to deliver consistent results in fast-paced, customer-centric industries. Bilingual (English/French) with strong cross-cultural leadership experience in U.S. and Europe.

CORE COMPETENCIES

Multi-Unit Operations & Strategic Leadership

Profit & Loss (P&L) Optimization KPI-Driven Results

Talent Development & Succession Planning

Guest/Customer Experience Enhancement

Pre-Opening, Launch & Expansion Execution

Franchising Systems & Scalability Readiness

Cross-Functional Collaboration (HR, Marketing, Finance)

Cost Control Labor Optimization Vendor Negotiations

PROFESSIONAL EXPERIENCE

General Manager Cigars International – Katy, TX Nov 2022 – Present

Directed all operations for a $5M+ high-volume retail & hospitality location, increasing sales 18% YoY through performance coaching and service standardization.

Managed 40+ employees, improved retention by establishing clear KPIs, accountability systems, and mentoring programs.

Reduced operational costs 12% by optimizing scheduling, renegotiating vendor contracts, and cutting waste.

Strengthened inventory controls, decreasing shrinkage by 15% and aligning purchasing with budget goals.

Owner / Concept Developer Chez Lulu Wine Bar & Tapas – Frontignan, France May 2021 – Sept 2022

Created, launched, and scaled a boutique hospitality concept, managing all FOH/BOH functions and full P&L ownership.

Designed operational systems, training manuals, and vendor partnerships to support rapid profitability in under 9 months.

Built customer loyalty and strong community engagement, positioning concept for long-term success.

Director of Operations / Project Manager IWJ Group (Consulting) – Boston, MA Dec 2015 – May 2021

Led multi-unit consulting projects for diverse restaurant brands, specializing in Cajun/Southern and upscale dining concepts.

Directed 7+ restaurant openings & renovations, including staffing, vendor selection, and operational rollout.

Developed franchise-ready systems, training programs, and SOPs for clients expanding nationally.

Reduced client food waste by 20% through inventory systems, process redesign, and staff training.

General Manager Bokx 109, Hotel Indigo – Boston, MA Oct 2013 – Jun 2015

Oversaw luxury hotel F&B operations (restaurant, bar, and in-room dining), improving guest satisfaction scores by 30%.

Implemented labor & food cost controls, boosting profitability by 12%.

Directed cross-departmental collaboration to align service standards across the property.

Director of Operations Les Zygomates, Sorriso, Society on High – Boston, MA Nov 2010 – Sept 2013

Oversaw 3 high-volume restaurants, each with unique demographics and menus.

Increased same-store sales 22% by leading initiatives in menu engineering, marketing, and service training.

Implemented company-wide cost control systems, improving margins across all locations.

EDUCATION & CERTIFICATIONS

Culinary School – Business Management

University of Massachusetts Amherst – Business Administration

Certifications: Lean Six Sigma Project Management Hotel F&B Management & Revenue Optimization

TECHNICAL SKILLS

Microsoft Office Suite Excel POS Systems (Micros, Toast, Aloha) Inventory & Scheduling Software G Suite

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