Restaurant Operations Manager resume examples

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Skillful Restaurant Operations Manager resume

Brandon Robinson
Professional Summary

Meticulous, high-energy Manager, offering more than 6 years in the hospitality industry. Excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Guest Services, Butlers and Restaurant Management.

Skills
  • Extensive food/beverage knowledge
  • Experience with catering and events
  • Management and leadership experience
  • Skilled waitstaff
  • Staff training
  • Luxury guest services
  • Hospitality background
  • Strong problem solver
  • OPERA Property Management System
  • Service-oriented team player
  • Results-oriented
  • Trained in performance and wage reviews
  • (LMS) Lodging Management System operation
  • Staff scheduling
  • Natural leader
  • High energy
  • InfoGenesis POS system
  • (HotSOS)Hotel Service Optimization System
Work History
Assistant Food & Beverage Director 06/2016 to Current
Mandarin Oriental Hotel Group Las Vegas, NV
  • Established operational objectives and work plans and delegated assignments to subordinate managers.
  • Trained, coached and mentored staff to ensure smooth adoption of new PGP program.
  • Increased 3rd quarter profits in Lobby Bar/Lounge by 60% vs. prior year developing a creative food and drink menu.

General Manager 03/2016 to 06/2016
Popeyes Louisiana Kitchen Las Vegas, NV
  • Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
  • Reduced overtime by 30% by hiring quality, dependable employees for restaurant and developing scheduling matrix that allotted more employees during peak business periods.
  • Established operational objectives and work plans and delegated assignments to subordinate managers.
Lead AT&T ISM Consultant 02/2016 to 04/2016
Sutherland Global Services Las Vegas, NV
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
Personal Assistant (Temp-to-Hire) 01/2016 to 02/2016
William McDaniel Las Vegas, NV
  • Supervised 15 household staff, contractors and vendors.
  • Led staff and vendors in providing a high level of service for owner and guests.
  • Maintained entire family's schedule and organized events.
  • Answered a high volume of phone calls and email inquiries.
  • Organized and attended meetings, including compiling all documents and reports ahead of time.
  • Arranged domestic and international travel plans and itineraries, including flight, car service and restaurant reservations.
  • Developed professional relationships with reliable vendors, including dry cleaning, tailors and designers.
  • Managed and reviewed filing and office systems.
VIP Events Coordinator-Butler Services 09/2011 to 01/2016
The Cosmopolitan of Las Vegas Las Vegas, NV
  • Compute bills, collected payments and made change for guests.
  • Post charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
  • Ensure Banquet Check information is correct in each BEO booking.
  • Assist the Butler Management Team with proposals, contracts, BEOs and Event Resumes as needed, including any changes to the information.  Log BEO changes appropriately, and handle BEO distribution.
  • Responsible for amenity requests, transportation requests, phone line requests, shipping requests, group restaurant reservations, show reservations, spa reservations, walk pop-up BEOs and Change Logs, calls to remind customers for rooming list and cut-off dates, calls to the customer for guarantees 72 hours prior to the scheduled function, assisting the customer as needed in the absence of the Butler Services Manager.
Lead Butler Coordinator 05/2011 to 01/2016
The Cosmopolitan of Las Vegas Las Vegas, NV
  • Created new process to pass information from shift to shift to prevent bumps in service   
  • Effectively receive and process guest food and beverage orders.
  • Listen and understand the customer and anticipate customer needs.
  • Utilize the POS terminal for inputting orders, printing checks, and closing checks.
  • Effectively multitask, handling multiple requests and orders at the same time.
  • Accommodated guests' requests for transportation, room services, and entertainment.
  • Increased hotel revenue, profits and market share through suggestive upselling.
  • Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
  • Recommended top dining and entertainment options for guests in the Las Vegas area.
  • Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette.
Butler 06/2011 to 01/2016
The Cosmopolitan of Las Vegas Las Vegas, NV
  • Greet and registered guests and issued keys.
  • Promoted the hotel brand through Giving More.
  • Increased hotel revenue, profits and market share through suggesting on-property amenities.
  • Escort guests to their assigned rooms, including transporting their luggage.
  • Guide guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.
  • Collaborated with Casino Host, Conference Services, Housekeeping, and Facilities departments to ensure the delivery of efficient, high-quality service.
  • Provided coaching, mentoring, and consultation to Appentice Butler staff enhance their development.
  • Portioned, arranged, and garnished food, and served food to patrons.
Apprentice Butler 02/2011 to 06/2011
The Cosmopolitan of Las Vegas Las Vegas, NV
  • Achieved high customer satisfaction for serving meals, running personal errands, and staging suites for in-room functions.
  • Enhanced company reputation by "Giving More".
  • Consistently received positive feedback from guests on performance reviews.
  • Inspected and cleaned food preparation areas to ensure safe and sanitary food-handling practices.
  • Portioned, arranged, and garnished food, and served food to butlers or patrons.
Lead Fountain Worker 10/2010 to 05/2011
Aramark Las Vegas, NV
  • Performed store opening, closing and shift change actions.
  • Resolved service issues in timely manner.
  • Developed promotional ideas to move overstocked merchandise.
  • Completed shift logs.
  • Encouraged development of new cashiers with positive reinforcement.
Food and Beverage Cashier (On-Call) 11/2010 to 03/2011
Mandalay Bay Hotel & Casino Las Vegas, NV
  • Computed bills, collected payments and made change for guests.
  • Verified customers' credit and established how the customer would pay for the accommodation.
  • Posted charges for rooms, food, liquor to ledgers manually or by using computers.
  • Recommended top dining and entertainment options for guests in the Las Vegas area.
Banquet Services 07/2010 to 10/2010
Manpower Staffing N Las Vegas, NV
  • Set up banquet room as instructed by Supervisor to include linen, service ware, and glassware.
  • Greeted guest and respond to requests in a friendly and courteous manner.
  • Served food and/or beverage in the order and to the expectation of the Supervisor to insure consistency throughout the banquet.
  • Abided by all State, Federal, and Corporate requirements pertaining to serving alcoholic beverages.
Food Server-Room Service (Temporary) 04/2010 to 07/2010
Rio All-Suite Hotel & Casino Las Vegas, NV
  • Oversaw the 5-star tradition of Harrah's casinos by verifying that guests receive hot, accurate, visually appealing meals in a timely fashion.
  • Provided guests with friendly conversation during in-suite order set-up, assuring them that their needs are first priority.
  • Recommended top entertainment options for guests in the Las Vegas area.
Restaurant Manager Trainee 01/2010 to 06/2010
Jack in the Box Las Vegas, NV
  • Managed Back of house operations for a restaurant that averages 1.45 million in annual sales.
  • Reinforced cleaning standards by installing a "clean as you go" mentality amongst crew members.
  • Decreased food waste by retraining crew members on proper portioning, creating and adjustable order build-to to limit over/under ordering of supplies.
Assistant General Manager 01/2007 to 11/2009
Wendy's of Las Vegas N Las Vegas, NV
  • Managed overall restaurant operations and ensured top store performance.
  • Administered budget and P&L reports.
  • Maintained ordering and inventory supply.
  • Supervised crew of 40 employees.
  • Developed inventory controls, reinforcing training programs, and developed a cost reducing opening schedule.
Restaurant Operations Manager 11/2004 to 12/2007
Popeye's Louisiana Kitchen Las Vegas, NV
  • Spearheaded the implementation of a up to date management workstation software, saving 10% in food costs by reducing total stock on hand while eliminating key supply shortages.
  • Build exceptional relationships with local vendors, securing timely delivery of top-quality inventory while reducing food costs by another 5%.
  • Partnered with the Franchisee to plan and execute kitchen renovations, introducing new, modern equipment that increased efficiency by 31%.
  • Implemented changes to the restaurant's cosmetic image to effect reversal of 5 year down turn; devised new in-store promotions, triggering 26% increase in sales and excellent reviews.
District Operations Auditor 01/2004 to 09/2004
KFC Las Vegas, NV
  • Managed 1 poor performing restaurant turnaround project per 90 days.
  • Reduced employee turnover by 15% through creating a more structured, positive work environment.
  • Led corporate initiatives such as performing operations audits to ensure restaurants were performing optimally.
Restaurant General Manager-Training Store 03/2003 to 10/2004
KFC Henderson, NV
  • Initiated aggressive customer service training program that resulted in average secret shop scores of 97% or higher for a calendar year.
  • Reduced food costs by 7%, identifying and eliminating inventory issues including excess ordering, rising shrinkage, and poor storage.
  • Ranked in top 10 out of 2500+ corperate restaurants for overall operatopns in 2003
  • Actively participated in ongoing customer service programs to build sales and rapport in the community.
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
Assistant General Manager 02/2002 to 03/2003
KFC Las Vegas, NV
  • Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
  • Carefully interviewed, selected, trained and supervised staff.
  • Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.
  • Led and directed team members on effective methods, operations and procedures.
Shift Supervisor 10/1999 to 02/2002
KFC Las Vegas, NV
  • Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
  • Carefully interviewed, selected, trained and supervised staff.
  • Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
  • Maintained a safe working and guest environment to reduce the risk of injury and accidents.
  • Cross-trained and coordinated scheduling with team members to ensure seamless service.
Crew Member 08/1999 to 10/2001
KFC Las Vegas, NV
  • Assembled food orders while maintaining appropriate portion control.
  • Prepared a variety of foods according to customers' orders or supervisors' instructions, following approved procedures.
  • Prepared all food orders within a 2-3 minute time frame.
  • Greeted customers and provided excellent customer service.
  • Operated the drive-through window and sales register quickly and efficiently.
  • Cooked and packaged large batches of food that were prepared to order or kept hot until needed.
Education
Bachelor of Arts: Hospitality Management Current DeVry University - Henderson, NV
High School Diploma: 1999 San Bernardino High School - San Bernardino, CA
Certificate: Professional Development in Hotel Service 2015 Bespoke Bureau-British Butler Academy - London, UK
Accomplishments
  • 2001 Shift Supervisor of the Year
  • 2002 Assistant Manager of the Year
  • 2003 General Manager of the Year
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