Customer Service Quality Assurance

Keith W. Gramlich 570-***-****

*******@*******.***

*** ********* ***** ■ Bear Creek Twp., PA 18702

Accomplished and results driven professional seeking a key role within an organization that prizes

an accomplished individual with a strong passion in delivering food service and production success

and excellent customer service skills, and a proven talent for building profitable relationships

Dedicated, enthusiastic and highly motivated Manager with over 17 years of experience in directing multiple

priorities and generating innovative strategies to meet and exceed objectives with emphasis in all facets of food

and beverages preparation and management, hospitality, and excellent customer service. Executive Chef

experienced in health care management/food production, hotel and privately owned single/multi unit restaurant,

colleges and institutions, business and industry, congregate meal programs, and catering operations. Extensive

experience in the culinary field in a wide range of facilities; educated and trained in all phases of food science,

nutrition, menu development and planning, sanitation, food safety, line supervision, conflict management, labor

costing, and staff leadership procedures. Energetic and passionate Culinary Arts Professional within a wide variety

of cuisines ranging from Classical American, Pan Asian, Traditional to Intercontinental and Institutional food

preparation with demonstrated command of food basics, technique and philosophy. Has a strong ability to

accomplish objectives by focusing on essential activities and is able to lead a Team under stressful conditions

while being adept in providing excellent customer service while focusing high pay-off improvements that

maximize immediate bottom-line results. Recognized for professionalism, positive mental attitude, commitment to

excellence, and demonstrated ability to communicate and working with community, associates, and customers.

CORE COMPETENCIES

THRIVE IN HIGH-PRESSURE, VARIETY-ORIENTED ENVIRONMENT; Valued team player that keeps others on task.

FOCUS ON RESULT; Effectively identify and resolve problems using creativity and available resources. Tackle tough

problems and follow through to satisfactory conclusion.

COMMUNICATIONS; Motivate team members to achieve goals, resolve interpersonal conflicts, create positive

learning environment. Proven effective written and oral communications including ability to address large groups.

CUSTOMER SERVICE; Extremely sociable and able to put client at ease. Ability to negotiate and persuade to achieve

desired results.

PRIORITIZE WORKLOAD AND MULTI-TASK; Flexible to changing priorities. Direct in approach to discovering information.

Make objective decisions after analyzing data. Consider ramifications of decisions.

RESOURCEFUL AND WELL-ORGANIZED; Skilled in activity planning, task management and project follow through.

COORDINATION AND TIME MANAGEMENT; Adjusting actions in relation to others' actions. Managing one's own time and

the time of others.

COMPLEX PROBLEM SOLVING; Identifying complex problems and reviewing related information to develop and

evaluate options and implement solutions.

SOCIAL PERCEPTIVENESS; Being aware of others' reactions and understanding why they react as they do.

EXPERIENCE AND ACCOMPL ISHMENTS

Corporate Executive Chef

Metz Group – Corporate Feb 2008 – July 2009

―Responsible for developing standards pertaining to quality and presentation of food, menu planning, recipe

development, standardization of product specifications, purchasing, sustainability and customer satisfaction

throughout all divisions

―Leads the Research and Development process for conceptual development with emphasis on corporate branding

and recipe adherence built upon current trends, sustainable and seasonal products as well as ethnic cuisines

adhering to nutritional standards

―Develops programs for training through the Culinary Team for support within the organizations Divisional and

Regional accounts

―Responsible for Corporate leadership in all divisional and corporate standards pertaining to Culinary Standards,

Quality Assurance, Financial Effectiveness, Food Safety, Procurement, Sustainability, Purchasing programs and

Customer Service programs and Customer and Client Relationships

―Oversees and implements corporate programs for all TGI Friday’s franchise stores and Sports Bar concept chains

within the Metz Group

Keith W. Gramlich 570-***-****

*******@*******.***

270 Wedgewood Drive ■ Bear Creek Twp., PA 18702

EXPERIENCE AND ACCOMPL ISHMENT S

~ Continued ~

Divisional Corporate Chef, Higher Education / Business & Industry Division

Metz & Associates – Corporate Mar 2006 – Feb 2008

―Worked directly in conjunction with the Divisional Vice President to ensure that all accounts comply with the

company’s Culinary Policies

―Handled responsibilities for Regional leadership in all divisional and corporate standards pertaining to Culinary

standards, Quality Assurance, Financial Effectiveness, Food Safety, Procurement, Sustainability, Purchasing

programs and Customer Service programs and Customer and Client Relationships

―Created programs pertaining to menu development, corporate concepts, internal corporate branding, purchasing

compliance, new product research and development

―Developed curriculums pertaining to Metz & Associates internal Culinary Training program that was partnered

with Penn State University

―Created and oversaw the development of the current web based recipe database, concept depicters, menu

builder program as well as the corresponding nutritional database within the organization

Food Service Director / Executive Chef / Corporate Training Chef

ARAMARK Corporation / Valley View School District Aug 2004 – Feb 2006

―Managed a half a million dollar District and was responsible for all financial accountabilities within the District

―Increased annual sales 20% through the introduction of Casual Catering concepts, as well as adhering to

Culinary standards within the Eight Steps Production System

―Nominated to the Culinary Council at the Corporate Research and Development Center for School Support

Services in Corporate ARAMARK

―Assisted in the Research and Development Division for Culinary Trends and Concepts for Corporate ARAMARK

―Represented the School Support Service Division within the International Guest Chef Program

―Traveled to Japan and Ireland to exchange the ideas and concepts that ARAMARK Asia and Europe are currently

providing their customers and clients

Eastern Regional Corporate Chef

Metz & Associates ■ Dallas, PA Jan 1999 – Sep 2003

―Responsible for accounts in Colleges and Institutions, Business and Industry, Healthcare, Education in the K-12

sector, Congregate meal programs and all of the organizations Catering Services

―Standardized all programs pertaining to menu development, which coincides with our purchasing programs,

corporate concepts and internal branding

―Reported directly to the Corporate Executive Chef and the Divisional Vice Presidents and lead the opening Teams

with all new account openings

―Developed and implemented the companies HACCP and Production system

―Worked extensively with the Culinary Team in developing new concepts and brands based on the trends in the

industry along with all training and implementation guides

―Conducted in-service training seminars to our Regional Directors, Executive Chefs, Chef/Managers and

Production Managers

―Oversaw tasks for a combined $20 Million in managed volume for the region

Executive Chef

Metz & Associates – Misericordia University Aug 1998 – Dec 1999

―Transferred to College Misericordia to develop new dining menus; created an employee-training program and

successfully opened a newly renovated food service facility

―Oversaw all aspects of food service and production while serving 1200 meals daily, which include new and

nutritionally sound programs such as vegetarian, diabetic and an on site baking program

―Increased the quality and content of the catering business through new menu development and costing upgrades

along with the proper procedures for handling and producing foods

―Worked with all aspects of financials, including profit & loss statements, budgets and labor schedules

―Oversaw $1.7 Million worth of student board revenue as well as an additional of $1 Million worth of annual

catering revenue

Keith W. Gramlich 570-***-****

*******@*******.***

270 Wedgewood Drive ■ Bear Creek Twp., PA 18702

EXPERIENCE AND ACCOMPL ISHMENT S

~ Continued ~

General Manager/Executive Chef

Metz & Associates – Banquet Division Jan 1998 – Aug 1998

―Promoted to assume all financial and culinary responsibilities involving on and off premise catering in the

Northeastern Region

―Effectively analyzed and tested products for the development of the new menu programs and concepts with the

Corporate Executive Chef and the Culinary Team for the sixty- two accounts statewide

―Responsible for conducting weekly in-services to each Region on all culinary principles, client relations, sales

process, production systems, costing, purchasing, set up, layout and execution as well as front of the house

customer service

Descriptor/Chef Manager

Metz & Associates – Sallie Mae Jul 1997 – Dec 1998

―Directly responsible for all Human Resource and financial accountability

―Oversaw all production of the retail programs and the catering program within the companies concepts and

branding specifications

―Managed $350-$400 thousand with an added $125 thousand in catering revenue

CAREER OVERVIEW

Chef Trainee: Taverna del Lupo ■ Gubbio, Italy Jan 1997 – May 1997

Executive Chef: Piccolo Café ■ Hazlet, NJ Nov 1995 – Jan 1997

Executive Chef: Menza Notte ■ Miami, FL Aug 1994 – Sep 1995

Sous Chef: Golden Nugget Hotel & Casino ■ Las Vegas, NV Apr 1992 – Jun 1994

EDUCATIONAL BACKGROUND

~ Associates of Occupational Studies, Culinary Arts ~

Culinary Institute of America, Hyde Park, NY (1988-1990)

~ Food Science and Nutrition Studies ~

Cook College of Rutgers University, New Brunswick, NJ (1983-1986)

ACTIVITIES AND MEMBERSHIPS

Instructor at the Culinary Institute of America

Serv-Safe Certified

Traveled extensively throughout the USA and Europe as a Culinary apprentice

with in the Restaurants, Hotels and Country Clubs prior to my tenure in the

Food Service Management Business Sector

Board Member of Curriculum Development at the Pennsylvania Technology Institute

Member within the American Culinary Federation

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