Customer-Centric Restaurant Operations Manager

Scott Torgerson

Customer-Centric Restaurant Manager Delivering Outstanding Guest

Experiences and Operational Excellence

Clermont, FL 34711 +1-407-***-**** *****@*****.*** Work Experience

FOH Manager

The Boathouse Orlando Orlando, FL

April 2016 to Present

• Managing daily front-of-house operations, ensuring exceptional customer service and efficient workflow.

• Handled customer inquiries, resolved complaints promptly, and maintained high customer satisfaction levels.

• Oversaw opening and closing procedures, cash handling, and inventory management.

• Collaborated with management to implement policies, improve service standards, and drive revenue growth.

• Monitored cleanliness, presentation, and compliance with health and safety regulations.

• Assisted with staff development through ongoing coaching, performance evaluations, and training programs.

• Oversaw daily operations of a high-volume restaurant, ensuring smooth and efficient service

• Demonstrated exceptional problem-solving skills by resolving guest complaints promptly and effectively, resulting in 75% decrease in negative online reviews

• Cultivated a positive work environment through effective leadership techniques including team-building activities and recognition programs resulting in increased employee morale Server

Carrabba's Italian Grill Kissimmee, FL

March 2012 to April 2016

• Demonstrated exceptional multitasking skills during peak hours, accurately managing XX tables

• Collaborated with kitchen staff to ensure timely delivery of food orders to customers

• Provided recommendations on menu items based on customer preferences and dietary restrictions

• Maintained cleanliness of dining area by promptly clearing tables, sanitizing surfaces, and restocking supplies as needed

• Handled cash transactions accurately using POS system while maintaining a balanced cash drawer at the end of each shift

• Adhered to all food safety regulations to ensure the health and well-being of customers

• Communicated effectively with team members to coordinate table assignments for efficient seating arrangements

• Resolved customer complaints or concerns promptly and professionally to ensure a positive dining experience Education

Architectural design (Auto cad certified)

Valencia College Orlando, FL

June 1989 to June 1991

College courses

Skills

Food safety Organizational skills Customer expectation management POS Multitasking Food ordering Cash register Food allergen management Hiring Upselling Employee onboarding Productivity software Order taking Team development Beer knowledge Conflict resolution Hospitality management Retail marketing campaigns Retail industry recruitment Succession planning Kitchen management Leadership Food industry Customer service Store layout management Store management Staff scheduling Store opening procedures Performance reviews Team leadership Client rapport building Food service inventory management Cross- contamination prevention Coffee experience Restaurant management Employee retention Staff training Customer relationship building Store maintenance Store closing procedures Food safety management Staffing management Cash handling Food service customer order management Managing hospitality teams Attention to detail Training & development Hospitality Phone etiquette Sales Customer satisfaction improvement Team motivation (leadership skill) Restaurant experience Food preparation Management Typing Food service closing procedures Time management Tea service Complaint handling Wine pairing Teamwork Food service Food service cleaning Food handling Operations management Communication skills Cross-selling Operational management Supervising experience Retail emergency response Shift management Mixology Sanitizing surfaces Team management Safety management within retail industry Computer skills Inventory control Team building Serving - Serving experience (11-15 years) Staff development Basic math Host/Hostess Bussing Proper food storage Computer operation Temperature control Performance management Serving Experience - Serving experience (11-15 years) Table management Food service opening procedures

Certifications and Licenses

Food Handler Certification

July 2025 to July 2030

Driver's License

January 2018 to June 2027

ServSafe Food Manager Certification

Certified Food Protection Professional (CFPP)

Professional Food Manager Certificate

ServSafe Food Handler Certification

Food Safety Manager Certification

ServSafe Allergens Certification

ServSafe Alcohol Certification

Food Safety Certification

ServSafe

Additional Information

Authorized to work in the US for any employer

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