Dallas / Fort Worth International Airport: Implementation of enhanced Irregular Operations Program (IROPs) for the Airport to ensure maximum customer satisfaction during irregular operation events.
Implementation of internal catering program.
Attendance of industry conferences (AAAE, IPI, AGTA, ARN, NRA, MUFSO) throughout the United States.
Implementation of grease recycling program.
Implementation of airport wide concessionaire Career Fairs.
Coordination of monthly Food Handler clinics for employees and managers of food & beverage concepts throughout the airport both in Spanish and English.
Introduction and facilitation of Customer Service Workshops for front line supervisors of concessions throughout the airport.
Coordination of semi-annual Hepatitis A vaccinations for all concessions employees.
Brinker International: TRAINING: Developed instructional clinics for managers to use throughout the Atlantic region of Chili's.
Clinics included: Food Cost control (importance of proper portioning, storing, invoice analysis).
Liquor knowledge (drink descriptions and terminology) Performance Evaluations This included role-play scenarios, evaluation benchmarks, rating definitions, etc.
Friendliness Training Front line employees were ranked based on their customer interaction qualities and developmental action plans implemented from these rankings.
Window Clinic: The focus of this clinic was to improve awareness of food presentations and quality as it passed from the kitchen to the front of house personnel.
HEALTH INSPECTION PROGRAM: Completion of the Applied Foodservice Sanitation Course sponsored by the National Restaurant Association.
Partnered with the city of Nashville's health inspectors to perform actual inspections of food establishments throughout the Nashville area.
Conducted mock inspections of other Chili's restaurants on a monthly basis utilizing inspection guidelines taught by the city.
Inspection scores increased by an average of 14 points during the two years following this program.
GENERAL MANAGER OF THE MONTH: Development and Implementation of detailed responsibility checklist tool for assistant managers who aspired to become general managers.
Writing of manager schedule.
Home office communications.
Budget writing and revisions.
QUALITY CIRCLE INITIATIVES: These were monthly meetings that improved overall teamwork and communication by fostering brainstorming sessions among employees of different job families.
LABOR COST CARDS: Developed these 3x5 cards to improve manager's awareness of labor cost during their shifts versus afterwards.
The cards were a simple grid of squares.
Each square representing a time interval to check the percentage of labor dollars spent vs.
sales generated at any given point during the day.
An estimated $25 to $30 a day was saved utilizing this.
JPMorganChase: FINANCIAL EDUCATION SEMINARS: Conducting of educational seminars for employees of various businesses during their all employee meetings.
Topics included: Identity Theft Prevention.
Debt & Credit Management.
Investing for Retirement.
Basic Banking Principles Buying a new home.
SALES TRACKING SPREADSHEETS: Construction and implementation of sales tracking programs utilizing embedded mathematical formulas for use throughout 17 Chase branches.
This aided branch management in tracking detailed sales components such as cross-sell ratios.
Airport Revenue News ARN
Best Concessions Management Team for Large Airports (2006).
Best Concessions Program for Large Airports (2007).
Best Customer Service for Large Airports (2008).
DFW Airport was rated the best large airport in the United States for healthy food options by the Physicians Council for Responsible Medicine (PCRM) (2007 and 2008).
Assistant Vice President May 2005 to CurrentDALLAS / FORT WORTH INTERNATIONAL AIRPORT
Revenue budget of $124 million from all parking products (Valet, Terminal, Express, Remote).
Expense budgets ranging from $250K to over $20 million annually.
Leadership and development of a five member management team consisting of managers over the following disciplines: Process Improvement, Revenue Optimization, Busing Contract Services, Parking Guest Relations, and Emergency Response Transportation.
Oversee a staff of approximately thirty individuals with responsibilities that include: maximizing revenue via parking capacity management initiatives, revenue and expense budgeting, customer complaint mitigation, process improvement analysis, and audit compliance tasks.
Employee parking privilege operations for over 10,000 airport employees including TSA, CBP, airlines, concessions, contractors, and many others.
Busing contracts (Employee, Remote, Express, Terminal Link, and Rental Car Center) consisting of over 180 buses and over 700 contracted employees.
Provide transportation support for airline deplanement operations and emergency airport / aircraft evacuation and irregular operations events.
Overall parking operations include over 46,000 spaces.
Manager Food & Beverage Operations, Revenue Management RESPONSIBILITIES: Revenue Manager for all food & beverage concepts consisting of 114 locations and 44 different concepts across 5 terminals.
Grew Food & Beverage sales and revenue to the airport from $111 million and $14.2 million to $150 million and $19.6 million respectively from 2006 to 2010.
Work directly with CEOs, CFOs, and architects of restaurant companies in an effort to introduce new restaurant concepts to DFW Airport.
Drafting and execution of Request for Proposals (RFPs).
Department liaison with varying stakeholders such as Airlines, TSA, Airport Police, Planning, Customer Service, Asset Management, Finance, and various other departments.
Negotiation and drafting of all Leases, Permits, Amendments, and other legal documents pertaining to the food & beverage operations throughout the airport.
Management and development of compliance analysts.
AWARDS / INDUSTRY RECOGNITION: DFW Airport was rated the best airport in customer service in the Americas by Airports Council International (ACI).
2006 and 2007.
Vice President / Branch Manager September 1999 to May 2005JPMORGAN CHASE BANK
North Richland Hills, Hurst, Fort Worth, Colleyville, and Garland, Texas.
RESPONSIBILITIES: Opened new branch in 2004.
Acquired over $14 million in deposits during first year of business.
Execution of weekly sales meetings with bank sales officers.
Training and development of sales staff on client profiling, cross-selling, strategic products sales, computer systems, and general product knowledge.
Training and development of assistant management staff.
Utilization of Seibel software program as a tool in daily sales management.
Conduct quarterly meetings with entire staff with a focus on behaviors.
Conduct financial education seminars for employees of outside companies with audiences in numbers up to fifty people.
Analysis of monthly customer satisfaction telephone surveys and corresponding feedback to staff.
Write and execute employee performance evaluations.
Ensure bank audit compliance and fraud prevention.
Employee interviewing, hiring, and recruiting.
Develop partnerships with bank support staff (mortgage, merchant services, home equity, investments) outside of the actual branch to maximize revenue and customer satisfaction.
Maintenance of facility and general expense control.
General Manager / Managing Partner December 1988 to September 1998BRINKER INTERNATIONAL Eatzi's Market and Bakery / Chili's Restaurants Dallas － Nashville
Managed a staff of between 80 and 175 employees depending on the city and concept.
P&L construction, analysis, and associated cost control strategies.
Scheduling and development of management teams.
Employee interviewing, recruiting, and hiring.
Development and implementation of training programs for all Chili's locations in Nashville, Chattanooga, and Memphis.
Opening of new locations in Nashville and Houston.
Creation of retail displays.
Master of Business Administration : 1 2014TEXAS A&M UNIVERSITY
Bachelor of Business Administration : Marketing, 1 1999THE UNIVERSITY OF TEXAS AT ARLINGTONMarketing
Asset Management, budgeting, budgets, budget, concept, contracts, cost control, Council, client, customer satisfaction, Customer Service, Drafting, equity, Finance, financial, focus, hiring, investments, Leadership and development, legal, meetings, Microsoft Excel, Microsoft Outlook, Microsoft Powerpoint, Microsoft Word, Negotiation, Optimization, Police, Process Improvement, Proposals, Express, recruiting, retail, selling, sales, sales
management, Scheduling, seminars, Seibel, strategic, telephone, training programs, Transportation