Well-versed in all FOH Training areas including front desk, wait staff, bar, and to go, which includes orientation, team-building, leadership development, and educating and motivating staff. Advanced knowledge of implementing systems and excel in training and mentoring. Able to skillfully apply sharp critical thinking abilities toward forecasting labor needs and developing staff work schedules. Proficiency in performance evaluations/management, succession planning, and conflict resolution. Long-appreciated for outstanding communication, interpersonal, multi-tasking and leadership skills.
Director of Training January 2014 to CurrentCordua Restaurants - Houston, Texas
Successfully developed training program and training team leader of the Opening for Churrascos Champions in 2014.
Successfully developed mentored more than 20 new managers in the last twelve years.
Earned highest rating possible in 2012 with overall score of 4.35/4.50 at biannual review.
Won two concept contests in 2011 for contributions to revenue growth and customer service.
Recognized by head office in 2010 for leading location with the "friendliest staff" and considered best store for "front-of-house retention".
Hand selected by Concept Leaders to be part of Rodeo Operations in 2010, 2012 and 2013.
Achieved 90% on company front-of-house (FOH) quality assurance in 2010, 2011 and 2012.
Received bonus in 2010, 2011, 2012 and 2013 for maintaining labor at <19.21%, realizing="" zero="" non-management="" resolutions,="" and="" maintaining="" overall="" bar="" cost="" at="">19.21%,>
Leader of Sous Chef meetings in 2006 and 2005 Member of the Junior GM group that met monthly with owners of Pappas Inc.
in 2006 and 2005 Member of the Opening Team for Phoenix Pappadeaux in 1999 Member of the Operation's Team which makes decisions to improve the guest's experience and the daily operations of the units.
Creator of the company's planner and implemented the system with all managers and corporate team members.
Facilitator of FOH Audits and assisted in BOH Assessments with scoring sheet, sit downs and action plans.
Facilitator and planner for monthly GM Meetings to teach leadership skills, new systems and inspire greatness.
Developer and implementor of training guides and training manuals for FOH and BOH.
Created, tested and implemented over 20 systems and procedures for FOH and BOH.
Interviewer and final decision maker for all Management Candidates.
New Manager Orientation leader and Point Person which creates training schedules, book reading with assignments, testing and continual education.
Food Broker January 2012 to January 2014Pasadena, Texas
Cultivated, nurtured and managed relationships with food distributors, manufacturers, and key customers such as restaurants, hotels, and sports bars.
Continually exceeded sales goals and hold monthly sales team meetings at Houston office.
As Team Captain, recruited, coordinated and scheduled staff to volunteer monthly at Houston Food Bank.
FOH Point Manager / Kitchen Manager January 1993 to January 2012Pappas Restaurant Inc., Lil Pappasitos Cantina - Houston, Texas
Spearheaded daily operations to deliver unparalleled customer service, essential to driving repeat business, maximizing word-of-mouth marketing and referral business, and growing revenues.
Trained, motivated, scheduled and managed 62 personnel.
Leveraged Group Model System to optimize employee development and advancement.
Closely partnered with junior managers to ensure continuous coaching and accurately documented progress.
Administered program for trainers and trainees with a strong focus on achieving perfect retention rate through monthly meetings to assess progress, foster team cohesiveness, motivate staff, and recognize excellent performance.
Facilitated weekly orientation for all new hires and assigned employees to trainers.
Follow up with all Management staff and the progress of the training program.
Created systems to track progress of new trainees and trainers in the program.
Positively impacted the retention rate by ensuring proper training was completed and management was engaged.
Developed systems and standards to track trainer performance.
Facilitated team building exercises and provided continuing education information.
Conducted weekly inventory for liquor, beer and wine, and executed purchasing activities.
Prepared work schedules for bar staff, and consistently met or surpassed targets for revenue, productivity, and sanitation and customer satisfaction.
Guest Relations Manager
Emphasized focus on guest service through mentoring, continuing education, and coaching of management team to ensure swift resolution of guest concerns and optimum satisfaction levels.
Prepared sales forecasts to adequately prepare for major holidays with regards to ordering inventory, staffing, scheduling, and budgeting.
New Manager Mentor
Provided crucial mentoring and orientation to new managers-in-training including scheduling, weekly overview of completed shifts, motivation, and constructive feedback.
Screened and interviewed candidates for five company locations, hired qualified applicants, and initiated new hire paperwork process.
Interpreted and explained human resources policies, procedures, laws, standards and regulations to each new employee.
Leveraged job fairs and job postings across multiple channels to identify potential new talent.
Scheduled interviews, devised employee orientation schedules, and determined salaries.
Administered contract renewals, promotions, title changes and terminations, and conducted exit interviews as needed.
Bachelor of Science : Psychology, 2011University of Houston Downtown - Houston, TexasPsychology
book, budgeting, coaching, Concept, customer satisfaction, customer service, driving, focus, human resources, implementor, inventory, team building, leadership skills, team leader, marketing, Meetings, mentoring, office, word, Developer, personnel, policies, progress, purchasing, quality assurance, reading, sales, scheduling, staffing, swift, trainer, employee development, training manuals