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Summary

Innovative, service dedicated, hospitality industry professional with a career focused on high profile venue openings and ground up construction. Demonstrable success in achieving cost reductions and improving guest satisfaction in all rolls.  Consistently able to analyze issues in high pressure environments and quickly process operational improvements, always with a gracious, client first approach.

Work History

Sep 2015Jan 2017

Director of Operations 

Sisters and Brothers

— Opening General Manager for new multi unit casual dining restaurant group.  Focused on developing and packaging systems for rapid expansion to additional locations within the first year of operation.  Responsible for all operations decisions, focusing on tight cost control, reporting directly to owners.  Named one of Seattle's best new restaurants in Seattle Magazine, Eater, and Seattle Times

  • Managed pre opening process from proof of concept, branding, construction, licensing, pre-revenue to operational in 3 months.  Responsible for 200k budget for initial build out, including kitchen and front of house. 
  • Created all annual budgets, accounting procedures, profit and loss statements and first year projections with expected sales over $1.1 million.  
  • Set up all point of sale and reporting systems including credit card processing, 3rd party delivery and payroll systems.
  • Proposed and developed catering program, bringing in a sustained 25-30% increase in gross weekly sales
  • Managed press releases, coordinated local (print, TV and online) and national (TV, online) media engagements, online and social media presence as well as community outreach including seat on local business association and community boards. 
  • Packaged all report templates and best practices for immediate roll out of additional locations in 2017 with major savings in cost to open over initial unit. 

http://www.sistersandbrothersbar.com

Sep 2014Aug 2015

General Manager of Hospitality

GLG-Gerson Lehrman Group

Initial Director of Gerson Lehrman Group's in house event and meeting facilities focused on connecting executive, C-suite and VIP industry experts. Elevated the integrated event space business model client experience and all aspects of their corporate hospitality program, emphasizing effective cross channel communication and seamless branded guest experience.

  • Established all budgets, opening protocols, service formats, style guides, floor and menu plans for multiple locations and kitchens.  Rapidly scaled business in the first quarter of operation to accommodate 12 distinct events products and a booking rate 50% over initial estimate.
  • Developed multiple vendor accounts and contracts on an annual operating budget in excess of $1 million. Reduced individual event expenses by 30% below initial cost to run in first 6 months of operation.
  • Fully managed over 750 events from concept to execution with regular weekly schedule of 20-25 event products with average attendance of 300-400.  Directed all staffing and operations teams, produced all event documents and plans with events marketing team. 
  • Led development of custom online booking and resource management application. Streamlined approval process from days to hours for average requests. 

http://glg.it/

Sep 2013Jul 2014

Director of Service

The Metric Group - Monarch Room & Gilded Lily

— Organized and developed excellent customer service practices and guest engagements through active opening of destination lifestyle restaurant and lounge venue with initial investment of $18 million.  Multi floor, 220 seat Fresh Market American concept with 4 Private dining facilities and 300 person bar, lounge, event facility focused on luxury branded dining and nightlife with combined per day covers over 1,200. 

  • Responsible for talent recruitment for 150+ front of house team, including management.  Developed all pre-opening operating procedures, standards of service and licensing information.  Led all front of house training programs.
  • Created structured marketing program focusing on acquisition of new clientele through referral, in person outreach and concierge services.  Tracked gains of 10-20% in nightly covers directly attributable to the program with annual estimated value between $750,000 - 1 million.
  • Configured and managed all reservation booking and guest database systems.  Directly managed booking agents and events team to coordinate all contracted events and their execution with a regular schedule of 25 - 30 per week 

http://themetric.com/

Oct 2006Jun 2013

Guest Service Manager / Maitre d'

The Waverly Inn

— Opened current version of restaurant, a 150 seat, high volume, fine dining venue, bar and private event space with annual sales over $9 Million.  Focused on an international VIP guest experience and sustained high profile client list. Role required deep understanding of service standards and exact level of detail. Expanded responsibilities through tenure to manage all front of house business.

  • Managed several notable guest and reservation lists of over 300 clients per evening. Coordinated with kitchen, day managers, third party special event planners, and reservationists. Responsible for all guest relations. Point of contact for guest publicists and security teams.
  • Managed scheduling, review, and hiring for front of house staff of 40-50. Ultimately all budgets and venue operation, reported directly to owners.
  • Beverage director, instituted beer and craft cocktail program for service and special events. Responsible P&L, ordering, menu creation, in house staff training and tastings. Worked closely with Wine Directors and beverage team for all planning and reporting.

http://www.waverlynyc.com/

Additional Experience

Casa Nela - Rosemary's   New York, NY                                                                                                          2015
Assistant General Manager

  • Developed catering business opertion practices of farm to table, Italian concept
  • Worked with restaurant management team to review P&L and best practices for event execution streamlining internal communications with special events teams
  • Reduced costs by retraining staff, increasing productivity and reducing amount of daily staff

The Sandpiper Group - Super Linda   New York, NY                                                                                     2013
Consultant - Beverage Program Management

  • Revamped bar and cocktail program of multi floor Latin grill concept restaurant and lounge, decreasing beverage costs by 25%
  • Brought all bar facilities up to health code standard in first 2 weeks of operation.

Key Competencies 

  • White Glove Guest Service
  • Team Leadership
  • Project Management 
  • Client Relationship Development
  • Adept Food and Beverage Knowledge
  • Luxury, Lifestyle and Corporate Event Marketing 
  • Budgeting, Planning and Cost Control

Skills

Database & Reservation Systems

Excel & Office Suite, Opentable, Guestbridge, Sevenrooms, Venga, Reserve, Resy

Hospitality Reporting & POS Systems

Micros, Avero, Domo, Dinerware, Chefsheet, Peoplesoft, Event Pro, Caterease, Breadcrumb, Aloha, Square

CRM and Email Marketing Programs

Salesforce, Constant Contact, SugarCRM, My Emma

Venue Social Media Management & Engagement 

Twitter, Instagram, Facebook, Yelp, Google, Eater, Pintrest, TripAdvisor

Operations Certificates

Food Handlers Certification, TIPS Certification, Drinkwell Certification

Education

19982003

B.Sc

Northeastern University

Major: Biology

20032006

M.S 

Northeastern University

Masters of Bio-medical sciences