- 195 Pointer Ridge Trail Ÿ Xxxxxx , GA xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

General Manager (Hospitality)

Qualifications Profile

    Highly self-motivated and results-driven management professional with more than 13 years providing high-performance customer service and business administration in the hospitality industry.

    Detail-oriented, analytical and methodical with critical thinking to address work issues even under stress.

    Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results.

    Decisive leadership, strong people management, and exceptional interpersonal communication skills that inspire confidence while forging teamwork synergies with colleagues and subordinates across diverse ethnicities.

Key Expertise

    Strategic Planning & Execution

    Marketing & Sales (Trad. & Online)

    Hospitality (Hotel & Restaurant) Business Development

    Customer Service Management

    Event Management

    Relationship Management (Customers, Public, & Suppliers)

    Service Quality Management

    Menu Production Planning

    Fiscal & Budget Administration

    Profitability Management

    Personnel Administration

    Policies & Regulatory Compliance (i.e. OSHA, Food Safety, & Sanitation, etc.)

    Supplies Inventory Management

Professional Experience

    Provided strategic direction in managing several GMs of outlets throughout assigned district sales and operations.

    Ensured compliance with service quality standards, sales targets and business growth objectives

    Oversee career development of sales and operations managers to further enhance leadership skills and management competencies in delivering expected outcomes.

    Managed multiple branches with total staff of over 80 employees, including managers (Kitchen, Bar & Service).

    Trained new Managers and employees (front- and back-end) with focus on meeting or exceeding service quality standards, performance metrics, & increasing sales.

    Managed store budgets to drive and maintain profitability standards for quarterly and annual sales performance.

    Implemented several lean season promotions and late night programs to increase sales.

    Reduced bar operating costs from 2.47% down to 0.28% of budgeted costs, cutting it from 16% to 0.19% for the Newnan location. Reduced food costs from 3.64% down to 1.22% at the Xxxxxx location. Reduce labor costs from 8.45% to 1.32% of budget cost.

    Provide customer service such as welcoming and ushering guests upon arrival, setting up function rooms and banquet halls adhering to hotel standards and client specifications.

    Assist hotel guests in obtaining information on hotel services and local places to visit.

    Led team in setting up function rooms and banquets according to hotel standards and client specifications.

    Provided customer service in welcoming and ushering guests to function rooms, banquets, conferences, and sponsored events, while providing lobby assistance, complaint handling, and directing guests to local points of interests.

    Managed service operations staff of 65 employees (Servers, host & car side), training/mentoring fellow managers and staff, and motiving staff with weekly testing and rewards incentives.

    Maintained budget, analyzed variance and P&L performance while ensuring compliance with service quality standards to achieve customer satisfaction rating that brought the company to 2^nd position in service quality in the local market.

    Served as Key manager overseeing shifts, depositing end-of-day sales in accredited banks, and motivating kitchen staff and front-office employees in delivering outstanding service while balancing workloads.

Manager, KFC Ÿ New Orleans, LA Sep 2006 Oct 207

Server /Trainer, Bravo Italian Ÿ Metairie, LA Mar 2003 Aug 2006

Education & Credentials

    B.S. in Business Administration, Major in Finance, LIBERTY UNIVERSITY ONLINE (On-Going)

    B.S. in Business Administration, DELGADO COMMUNITY COLLEGE Ÿ New Orleans , LA (2007 2009)