Director of Operations for The WORKS Craft Burgers and Beer, Big Smoke Burger, Tosto Quickfire Pizza Pasta.

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Oversee the operations of 14 Bistros throughout Ontario which are a blend of franchise and corporate locations.• Developed and implemented a new service staff training program for the chain focusing on brand values and sales.• Guided franchisees in creating individual local marketing programs.• Operational reviews in all locations quarterly. Responsible for changing the review form annually to better gauge operational standards.• Designed and implemented a monthly KPI report to meet with franchisees discussing results and how to improve.• Developed COVID safety procedures for the brand using information from local health authorities as a basis.• Reduced labor cost in corporate units by 4%. Accomplished this by building new schedule templates from scratch within budgets with the unit managers.• Reduced food cost in corporate units by 3% focusing on reducing purchases to set budgets.• Monthly P&L analysis and financial review for corporate and franchise units.• Increased guest feedback responses in corporate units by 23% and increased Net Promoter scores in corporate units by 16.7%.

Oversaw the operations of 36 Second Cup Cafés in three provinces which were a blend of franchised, key accounts and corporate locations.• Participated in a cross-functional team to improve the Ottawa bakery program within the cafés increasing bakery category sales by 3% in the region.• Operational, administrative and business reviews in all locations several times per year.• Reopened 4 closed locations.• Assisted in Franchisee to Franchisee resales.• Implemented an improved breakfast sandwich program which increased breakfast sandwich sales by 240% in the region.• Successfully completed a new oven purchase program. Performed a cost to benefit analysis for each location to entice franchisees to purchase the ovens. Increased the total ovens in the region from 15 to 22, the highest conversion rate in Canada.• Launched seasonal products to 36 locations, including education, salesmanship, case studies and profit analysis per unit sold.• Improved rewards program results in region by 0.5%. Increased from 2 to 7 locations that met the overall goal of 30% rewards penetration.• Launch of Pinkberry brand within Second Cup at 8 locations.

Purchased the lowest-volume unit in the company at the time and quickly built it into a top-performing, mid-volume location. Fully accountable for every aspect of the business while ensuring consistent compliance with the franchise agreement. Provide leadership, direction, and support to a team of 28 including a kitchen manager, front-of-house (FOH) manager, 12 kitchen staff, and 14 FOH staff. Recognized as the very first franchisee in the company.• Ranked in the top 30% company-wide every year for overall guest satisfaction after the launch of an online customer survey system in 2012.• Consistently ranked in the top 3 company-wide for customer surveys completed • Introduced an employee evaluation system in 2015 that is tied in with the customer satisfaction surveys, and increased scores from 63% to 71% in the first few months.• Awarded “Best Burger” in the chain in 2013 through customer satisfaction surveys, and “Best Restaurant in Kanata” in 2012 by the Kanata Chamber of Commerce.• Consistently outperformed the company on external food safety audits from Steritech.• Trained, developed, and promoted 4 individuals to higher levels, including 1 cook to kitchen supervisor and then kitchen manager, and 3 servers to supervisor (key holder) positions.• Recruited, hired, and trained approximately 20 new employees in the 4+ years including 2 FOH managers, 1 kitchen manager, and several kitchen and service staff.• Implemented and maintained an aggressive cross-training program that maximized scheduling flexibility and improved employee satisfaction.• Created several very successful tools and systems including a local marketing program for franchisees, a tool to measure server stats by entrée count, and a revamped corporate sales and forecasting report.

Managed multiple locations for the first 4 years including a high-profile unit in Glebe that is attached to head office.• Joined the company as general manager of their head office location in Glebe (Ottawa) – increased sales in that location by 20% in just 6 months – 2nd highest in the company.• Promoted to the highest-volume location in the company (Westboro) based on success in Glebe, and increased sales in that location by 15% in just 10 months.• Selected to oversee 2 units at the same time for 13 months, including Glebe and the unit in Kanata. Led a team of 63 including 2 general managers, 2 kitchen managers, and 3 floor managers.• Created a comprehensive health & safety program that rolled out company-wide and is still in use today.• Streamlined and consolidated the company’s reporting systems into one efficient solution.• Identified billing discrepancies from the company’s main food vendor that resulted in considerable savings.• Managed a weeklong renovation in Westboro that expanded the main seating capacity by 15%.

Oversaw 3 distinct departments (mobile audio, communications, appliances) with full accountability for sales, profit, staffing, training, inventory control, and merchandising. Led a team of 21 product specialists and sales associates.

Selected to take over and turn around an underperforming location in Merivale (250 seats and a 50-seat patio) after the termination of the previous general manager. Led a team of 50+ including 2 assistant managers.• Quickly rebuilt the team (hired 15 externally), improved morale, and brought controllable expenses in line, resulting in a cash flow bonus that had only been awarded once or twice in the history of the company.

Oversaw every facet of sales, staffing, operations, customer satisfaction, finance, marketing, and quality control in a busy location. Directed a team of 60 including 1 assistant manager.

Provided comprehensive support to 21 locations in Eastern Ontario and Quebec in the areas of kitchen operations, management and staff training, systems, and processes. Conducted quarterly food safety audits in all locations.• Coordinated kitchen training for the opening of 6 new locations (approximately 50 kitchen staff for each), as well as management training relating to food safety, POS systems, HR, WHMIS, and workplace safety.