Operations Manager
CurrentOversaw the largest departments in venue with 55+ (Service) - 100+ (Training), but also prioritized personal training in BOH Kitchen/Bar departments for equal exposure and management assistance.Streamlined venue communication through consistent utilization of company tools and technology, improving overall staff awareness and ensuring resources are available to keep the team up to date at all times.Provided oversight for both FOH / BOH operations, ensuring consistent service quality, food safety, and compliance with health safety standards, and enforced protocols by holding staff accountable to company standards. Consistently maintained fiscal goals for each business period and quarter that resulted in optimized sales, labor, and company bonuses within the venue. (Bonuses for 2023-2024 averaged at 150%)Implemented and standardized service training with new initiatives that resulted in up to a 50% decrease in service time per server, enhancing the guest experience.Reduced guest Service complaints through the introduction of proactive service measures and initiatives, improving guest retention and higher guest recovery and feedback scores.Designed new training materials, initiatives, and physical resources for new and veteran employees to utilize, increasing knowledge retention and leading to better guest satisfaction and a higher average PPA.Developed a cross-department reward-based system that successfully improved team morale and created more development and coaching opportunities, helping to ensure our venue's employee satisfaction rating was the highest in the company multiple years in a row.Adapted to current workforce needs and wants through changes to scheduling processes and implementation of new initiatives that better provided hours to staff within the constantly changing entertainment industry, successfully reducing our staff turnover rate.Utilized untapped venue spaces with the use of weekly marketing campaigns and promotional materials.
