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General Manager Resume Example

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GENERAL MANAGER
Summary

Organized General Manager with 30 years of Customer Service experience. Knowledge of recruiting new staff, handling customer complaints and creating and implementing marketing and promotional campaigns. Looking for a great store, and team to be a part of.

Skills
  • Supervision and training
  • Sales team development
  • Performance improvements
  • Policy/program development
  • Schedule management
  • Leadership and team building
  • Calm under pressure
  • Sound judgment
  • Customer relationship management
  • Staff training
  • Profit and loss accountability
  • Recruiting and Hiring
  • Team building and motivation
  • Troubleshooting expertise
  • Economic analysis
  • Budgeting and cost control strategies
  • Sales expertise
  • Staff training and development
  • Proficient in Word, management systems, kronos
Experience
Thorntons Inc. | Louisville, KYGeneral Manager12/2016 - 07/2020
  • Designed sales and service strategies to improve revenue and retention.
  • Empowered staff members to contribute to continuous improvement, quality and growth of company by using patience and coaching.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Fostered strong relationships with regular customers and suppliers by professionalism and maintaining communication.
  • Directed safety operations and maintained clean work environment in adherence to FDA and OSHA requirements.
  • Motivated and led team members to work together to achieve targets.
  • Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
  • Tracked weekly sales to develop senior leadership reports for business development planning.
  • Developed five internal candidates for general management promotion opportunities.
  • Managed store] operations, including hiring, coaching and mentoring team of fifteen sales representatives.
Budgetel Inn & Suites | Louisville, KYGuest Service Manager10/2012 - 05/2020
  • Managed guest check-in and check-out procedures.
  • Checked schedule of events to complete pre-planning and prevent issues.
  • Developed and implemented training plans for new and experienced employees.
  • Established clear policies for concierge, front desk and guest relations team members.
  • Conducted job training for ten employees.
  • Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
  • Utilized excellent sales skills to help keep the hotel fully occupied.
  • Oversaw special arrivals and departures in a discrete and professional manner.
  • Delivered new hire and recurrent training to maximize team productivity and compliance with standards.
  • Kept employees satisfied and productive with a collaborative and open approach.
  • Performed checks on rooms and overall property daily.
  • Filled in for all front office and guest services shifts, including front desk, housekeeping, events planning and food and beverage.
  • Coordinated with the wait staff, ensuring that buffet stations in the dining room were always kept clean and dishes were refilled quickly.
  • Supervised daily operations of brand new, 186-room hotel with staff of 30 employees.
  • Booked large groups of people for weddings, seminars, conferences and other events and offered the best available room rates.
  • Cultivated long-lasting relationships with outside vendors including florists and restaurants so that guests could secure valuable deals on services and meals.
  • Handled guest complaints in most effective manner possible and offered complimentary services for hardship cases.
  • Provided end-of-month audits of the resort to upper management as required.
  • Managed team of four front desk agents, supervising personnel in issue resolution and hospitality process.
  • Prepared invoices for customers and delivered to rooms on day of check-out to reduce wait times at front desk.
  • Assisted guests at check-in, providing information on various services within the hotel.
  • Hired and mentored all new employees while also demonstrating the best methods for servicing clients and guests.
Fire Fresh Bar-b-que | Louisville, KYServer Cashier08/2013 - 10/2014
  • Satisfied customers by keeping drinks topped off and anticipating needs such as condiments and extra napkins.
  • Operated POS terminals to input orders, split bills and calculate totals.
  • Educated guests on daily specials and menu offerings such as appetizers, entrees and desserts.
  • Greeted customers, assisted with questions and made recommendations concerning daily specials, wine selections and desserts to guide patrons toward more profitable items.
  • Promoted desserts, appetizers and specialty drinks.
  • Restocked nonperishables and other items, including condiments and napkins from inventory to keep pantry well-supplied.
  • Cleaned dining area between guests with efficient sweeping, glass washing and spill removal.
  • Completed opening and closing checklists by emptying trash, safeguarding alcohol and polishing silverware.
  • Prepared salads and appetizers and set up garnish stations to back up kitchen staff.
  • Checked patrons' identification to monitor minimum age requirements for consumption of alcoholic beverages.
  • Assisted individuals in selecting meal options, including entrees and desserts and recommended alternative items for those with food allergies and gluten intolerances.
  • Arranged each place setting attractively, using clean, chip-free plates and utensils.
  • Managed closing duties, including restocking items and reconciling cash drawer.
  • Partnered with team members to efficiently serve food and beverages.
  • Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
  • Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
  • Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
  • Reviewed identification for patrons before serving alcoholic drinks.
  • Updated repeat customers on menu changes and new food and beverage offerings to maintain quality service relationships.
  • Assisted kitchen staff with food counts by determining number of items required for complete service.
Education and Training
MCC Lakewood Ranch | Bradenton, FloridaCertificate W/specialization in Infants/Toddler in Early Childhood Education09/2005
Booker High School | Sarasota, FLHigh School Diploma05/1991
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Resume Overview

Companies Worked For:

  • Thorntons Inc.
  • Budgetel Inn & Suites
  • Fire Fresh Bar-b-que

School Attended

  • MCC Lakewood Ranch
  • Booker High School

Job Titles Held:

  • General Manager
  • Guest Service Manager
  • Server Cashier

Degrees

  • Certificate W/specialization in Infants/Toddler in Early Childhood Education
    High School Diploma

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