Multi-Unit Operations Leader & Trainer

RICHARD JOHNSON

740-***-**** *******.**********@***.*** LinkedIn Profile Greater Nashville, TN

Store Operations Leader – Multi-unit Companies

Operational Excellence Training Unit Performance Store Openings Brand & Process Compliance

Hands-on, energetic and responsive Operations Leader with a successful record of contributing to the profitable sales growth of multi-site, hospitality-focused businesses by driving effectiveness, developing people, and consistently implementing proven strategies. Known for expertise in developing, directing and communicating policies, procedures, standards, and safety protocol designed to drive continuous improvement of organizational processes, products, and services. Provides coaching and training to location teams to maximize unit performance while ensuring support of Home Office and Field Teams within the organization. Possesses the genuine heart of a servant leader when it comes to taking care of guests and team members.

CORE COMPETENCIES

Leadership • Multi-unit Experience • Field Operations Management • Training • Budgeting • Coaching & Mentoring • Compliance • Cost Containment • Cross Functional Team Building • Customer Experience • Data Analysis • Employee Engagement • Excellent Verbal & Written Communication Skills • Field Support • Product Launches • Franchisee Relations • Inventory Management • Leadership Development • New Location Openings Policy & Procedure Development • Process Improvement • Project Management • Quality Control • Relationship Building • Revenue Growth • Safety • Technology Implementations • Turnarounds • Vendor Management

INDUSTRY SECTORS OF INTEREST

Restaurant Chains • Bakery & Coffee Chains • Travel Centers • C-Store Chains • Retail Chains • Hotel Chains

PROFESSIONAL EXPERIENCE

Ecolab Nashville, TN Feb. 2024 – June 2026

Territory Representative

Oversee 170 clients in Franklin, Spring Hill and Columbia

Visit and maintain all chemical equipment in my hotels, restaurants and care facilities.

Suggest and Sell solutions for when results are not what client wants.

Install new business equipment. (new clients and solutions or Corporate rollouts)

Emergency call response for when critical equipment down.

SHONEY’S CORPORATE Nashville, TN Nov 2022 – Nov 2023

Director of Operations

Operates corporate units in five states: Tennessee, Alabama, South Carolina, Missouri, and Louisiana.

Successfully re-opened a unit in Fultondale, AL in January 2023.

Recruited and hired two new General Managers within the first six months.

Comp sales growth 12.5%

Rolled out new Breakfast items on the buffet bar.

EINSTEIN BROS. BAGELS & BRUEGGER’S BAGELS TN, AL, FL & GA May 2016 – Nov 2022

Einstein Bros.® Bagels is a bakery with 690 locations throughout the US. Einstein Bros. Bagels is part of Panera Brands, comprised of Panera Bread®, Caribou Coffee®, and Einstein Bros. Bagels. Bruegger’s Bagels operates 190 locations in 16 U.S. states and the District of Columbia.

District Manager

Successfully oversaw operations of 10 Einstein Bros.® Bagels and Bruegger’s Bagels bakery teams operating in four states. Provided full P&L management; hired, trained, and developed management teams; performed monthly reviews with managers; ensured brand standards were executed daily; and monitored cost controls to produce a responsible profit for the company.

Ranked in Top Quartile for District Managers and Top 1-2 in Regional Scorecard.

Scored a 97% Eco Sure average in 2021. Highest in company.

Consistently beat Bruegger’s average in COG’s (lowered 2%) and Labor %.

Achieved 9% turnover in management and 89.9% annualized Team turnover.

Achieved an average operating profit of 37%.

Raised Overall Customer Satisfaction (OSAT) from 60% to 81.5%. A top 10 for the concept.

Increased 2019 sales by over 14.5%.

Lowered District turnover to 108% or less

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O’CHARLEY'S RESTAURANT Jul 2015 – Apr 2016

Full responsibility of unit, hire, train, inventory. Operate shifts. P&L

Restaurant General Manager Smyrna, TN

LOGAN'S ROADHOUSE Jul 2013 – Jun 2015

Operates 230 company and 24 franchised restaurant locations in 30 states.

Restaurant General Manager Lebanon, TN

Full responsibility of unit, hire, train, inventory. Operate shifts. Development of managers. P&L

APPLEBEE'S – VARIOUS FRANCHISE GROUPS TN, KY, OH & WV Sep 1997 – May 2013

Vice President of Operations Middle Tennessee Market (Oct 2006 – May 2013)

Oversaw all operations for the 23-unit Middle Tennessee Applebee's group. Led and coached Area Directors to develop strong management teams to drive the business forward; developed annual budgets, consistently improve bottom line; recruited, developed, and inspired managers; and negotiated with vendors.

Led, managed, and developed five Area Directors to ensure that goals were met.

Performed site surveys for new locations. Built and successfully opened two new units.

Hired, trained, and evaluated personnel from Assistant General Managers to Area Directors.

Collaborated with corporate executive team on developing methods and procedures to increase sales, expand markets, and promote the business.

Worked with vendors, establishing contracts, and managing relations.

Listened to and resolved customer complaints regarding services, products, or personnel.

Developed promotional and incentive programs to propel sales.

Reduced Employee Turnover to below 100% annually. Lowered employee accidents by 50%.

Area Director Ohio & West Virginia (Aug 2002 – Oct 2006)

Operated seven Applebee’s units in Ohio and West Virginia. Recruited, hired, trained, and developed management teams.

Grew sales in all units through the flawless execution of numerous and varied service initiatives.

Training General Manager Ohio Valley (Feb 1999 – Aug 2002)

Assistant Manager (Sep 1997– Feb 1999)

NOTABLE HIGHLIGHTS

Applebee’s (16 Years)

Oversaw all operations for the 23-unit Middle Tennessee Applebee's group. Led and coached Area Directors to develop strong management teams to drive the business forward

Led, managed and developed five Area Directors to ensure that goals are met.

Performed site surveys for new locations. Built and successfully opened two new units.

Reduced Employee Turnover to below 100% annually. Lowered employee accidents by 50%

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KEY PROFESSIONAL SKILLS

LEADERSHIP

Promotes a corporate culture of best-in-class customer service and operational excellence.

Creates strategic plans that balance revenue growth with cost reduction to maximize profitability.

Provides clear direction, leadership and communication necessary to achieve goals.

Decreases operating expenses through organizing resources and streamlining operating processes.

TRAINING & LEADERSHIP DEVELOPMENT

Maximizes unit performance through consistent and effective coaching and feedback.

Drives future growth through effective recruitment, selection and on boarding of management positions.

Evaluates team and unit performance through timely individual performance reviews.

ANALYSIS / BUDGETING / COST CONTROL

Experienced in administering budgets and initiating cost controls to achieve consistent profit potential.

Monitors all locations’ payroll and non-payroll expenses to achieve annual goals, taking decisive and timely action on any expense budget variances.

MULTI-UNIT MANAGEMENT

Ensures suitable staffing in all locations to exceed customer service expectations, conducting timely manager reviews, identifying strengths and areas for improvement, and setting goals to achieve tangible results.

Determines and implements system-wide process improvements to meet and exceed quality and customer service goals.

Increases performance through improved resource management, training, and increasing capacity.

REVENUE GROWTH / CUSTOMER EXPERIENCE / CUSTOMER SERVICE

Communicates and implements plans to maximize store sales and exceed goals.

Assesses customer feedback and develops action plans for improvement.

Utilizes a customer-centric focus with careful attention to all aspects of service.

MERCHANDISING / PROMOTIONS

Provides visual presentation direction and training to all region/district management.

Assists direct reports in creating and executing local marketing and promotion plans for each location.

MARKET INSIGHT

Provides recommendations to senior management for new growth opportunities and market insights.

Assesses customer feedback tools and develops action plans for improvement.

EDUCATION

BELMONT TECHNICAL COLLEGE St. Clairsville, OH

Associate of Applied Science – Computer Programming

CERTIFICATIONS

SERV Safe Certified Expires Dec 2025

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