Managed enterprise wide implementation of iApp beverage technology, which resulted in double digit growth in both revenue and customer satisfaction scores
Professional Experience
09/2012 to Current
DIRECTOR OF OPERATIONAL EXCELLENCEAble Services – , ,
Serving as a leader of an internal consulting group capable of designing and facilitating solutions for the organization's greatest needs.
Our team handles projects such as the evaluation and improvement of key work processes, development and implementation of tools designed to enhance enterprise productivity, and providing operational support to the design and roll-out of key technology initiatives.
Primary point of contact with internal clients for the projects I manage and work closely with senior property management.
Guide the strategic direction of the group as well as identify and prioritize high-impact projects for the entire enterprise's performance.
Conduct post-mortem analysis on implemented recommendations - identify areas of success and identify any further analysis or improvements needed.
Act as the enterprise wide project manager for the implementation and management of the innovative iApp beverage program.
This program has increased beverage revenue in cash markets 10-20%, and all active proper.
05/2011 to 09/2012
CONTINUOUS IMPROVEMENT / TOTAL SERVICE MANAGERMomofuku – , ,
Trained and facilitated kaizen teams that realized over $1.1 million in savings and revenue generation.
Identified needs, opportunities, and business priorities for various departments.
Trained all levels of organization to increase added value, improve process flow and eliminate waste.
Implemented Lean Principles such as 5S, Standard Work, Kanban, Value Stream Management, Takt and Cycle Time Calculation, Balancing Operator Loading, Poka-Yokes, Material Pull Systems, Visual Management, Transactional Process Improvement, Variation Reduction and Total Productive Maintenance.
Developed and measured Key Performance Indicators for various departments and held them accountable for performance improvement.
Consulted and trained departments and senior leadership regarding process improvements, performance measures, waste and variation reduction, and structured problem solving.
Responsible for managing, and improving upon, property and departmental Total Service scores.
Acted as the Customer Service Manager for the Wo.
03/2010 to 05/2011
CONTINUOUS IMPROVEMENT SITE MANAGERYwca Emergency Shelter – , ,
Assess the effectiveness of a business function and offer recommendations for improvement in accordance with a well-defined body of knowledge.
Developing and measuring standard metrics, diagram the flow of business processes, identify opportunities for improvement, develop a project plan for implementing improvements and monitor the new process to ensure it works as intended.
Provide training to all staff on the methods and practices for improving processes, eliminating waste, improving customer service and adding profit to the bottom line.
This includes using tools such as value stream mapping, Kaizen events, root cause analysis, 5S and Standard Work.
03/2008 to 03/2010
AIR PROGRAM / NATIONAL CASINO MARKETING MANAGERHARRAH'S LAUGHLIN HOTEL & CASINO – , ,
Managed the charter flight program, which included over 500 flights and 65,000 guests a year.
Responsible for the growth of Casino Marketing business both charter and splinter.
Coordinated and managed direct mail to fill Harrah's Laughlin flight seat blocks.
Coordinated and ordered Media Advertising when necessary.
Coordinated with Branch Offices, Junket Representatives and VIP services the management of seats blocks for all charters.
Strove to improve and streamline departmental operations, through the continuous assessment of policies and procedures, work process and program effectiveness/value.
Responsible for department budgeting including all charter accounting procedures and strategic planning.
07/2007 to 03/2008
BEVERAGE MANAGERHARRAH'S LAUGHLIN HOTEL & CASINO – , ,
Took ownership of the day to day activities of multiple Beverage outlets with focus on continuous improvement of the service process, including pour costs, profitability, labor costs, and turnover numbers.
Played a key roll in financial planning for all the outlets.
Ensured there was a strong training and development program in place for the entire staff.
Had direct reports of 5 Supervisors and 80 employees.
Work with the Customer Service Director to analyze the existing customer satisfaction data to identify strengths and weaknesses in the organization.
Evaluate all possible causes of service deficiencies and initiate corrective action through the CSD.
Research best practices throughout the company that might improve service levels at the property.
Observe service interactions and processes during key result times.
Develop new service processes, standards and measurements.
Influence functional area managers to implement new service processes and directives.
Recognize excellent service providers, supervisors and managers.
Advocate the removal of under-performing service providers, supervisors, and managers.
04/2004 to 03/2006
FOOD OPERATIONS MANAGERHARRAH'S LAUGHLIN HOTEL & CASINO – , ,
Responsible for managing front areas in a multi-unit restaurant operation.
Instituted cost control procedures and standards of performance.
Directed the development and administration of controls for all phases of the restaurant in an economical and profitable manner while maintaining established standards.
Provided project leadership and project management as assigned.
Managed day-to-day operation of the Food department in the absence of senior Food and Beverage management.
05/2002 to 04/2004
F&B TRAINING SUPERVISORHARRAH'S RINCON – , ,
Responsible for all training for department of 360 employees.
Created training materials for F&B New Hire Orientation, outlet specific training materials in sequence of service, train the trainer materials, certification checklists and tests.
Member of opening task force for new Louisiana Downs property.
Education
Expected in 1993
Bachelor of Science: Business Management University of Montana - Missoula, Montana GPA:
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