Customer Service Manager
Resume:
Frank Indelli
Wheaton, Il *0188
630-***-**** (H)
630-***-**** (Cell)
General Management / Operations
Restaurant * Food and Beverage * Hospitality
• Results driven manager; readily visualize target and identify steps required to attain goal. Capable leader; comfortable working independently. Understand overall industry position and appropriate competitive strategies in market development. Promote, expedite and maximize performance of short-and long-range objectives.
• Respected team leader with record of inspiring high morale and productivity. Skilled in staff training, development and performance management to meet/exceed operational and financial goals through performance/quality improvements.
• Profit-driven and self oriented professional adept at controlling food and beverage costs while maintaining highest levels of customer service. Coordinate all elements of product development with limited supervision and support. Passionate about food quality.
• Possess expertise in strategic and daily operations planning. Skilled and creative with marketing and advertising. Identify demographic of target client.
• Establish reputation for motivational and hands-on management style that inspires teamwork. Emphasize training of all personnel in food preparation, front/back of house operations and problem-solving for peak customer satisfaction. Recognize need for change to menu and facility to capitalize on current/upcoming trends.
• Knowledgeable in P&L management, training, strategic planning, budgeting, financial reporting, and leadership qualifications. Led company to revenue gains by establishing sales goals, initiating cost containment processes, keeping an eye on details, providing hands-on training and motivating personnel.
• Proficient computer skills include Microsoft Word, Excel, email communication and Internet Research.
Areas of Expertise:
• Restaurant Operations * General Operations
• Accounting/Cost Controls * Team Building
• Budgets * Vendor Relations
• P&L Management * Customer Development
• Recruit and Retention * Customer Service/Support
• Staff/Management Training * New Menu Introductions
• Employee Scheduling and Supervision * Food and Beverage development
• Merchandising Sales * Inventory Control/Asset
• Advertising/Promotions Management
PROFESSIONAL EMPLOYMENT
Hawthorne’s Backyard Bar and Grill West Chicago, IL
Owner (2/09---10/12)
Oakbrook Hotels, LLC, Hilton Garden Inn St. Charles, IL
Director of Food and Beverage (10/04---2/09)
Crossroads Tavern and Eatery Elmhurst, IL
General Manager (5/1/95 2004)
• Research food trends in Industry. Collaborate with menu consultants to develop new menu items for high volume, full service restaurants. Consider products for affordability to stay within established pricing structure.
• Negotiate with suppliers for rebates, bill-back and price-off contracts based on buying amounts. Work with in-line purchasing department on product quality, pricing and receiving procedures.
• Develop solutions to high costs in food, beverage and supplies specific to each location. Troubleshoot excessive operations expenses. Investigate beverage programs for newest technology, equipment and products.
• Develop training materials for menu installation and train management and staff for new menu items to ensure proper products specs for consistency within franchise system.
• Initiated staff incentives that excite and reward staff for sales, cost savings, efficiency and customer satisfaction.
• Managed back-of-the-house operations (e.g., employee shifts, scheduling, labor costs, food costs, portioning and inventory). Provided direction to kitchen staff engaged in preparing product to ensure best quality, optimum guest satisfaction and quality work environment.
Certification / Training
Food Service Certified
Food Service Sanitation 5/3/05
B.A.S.S.E.T Certified
Education
1984-1988 Illinois State University
1998-00 Northern Illinois University
Physical Education
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