Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amanda Ferguson

New Iberia,LA

Summary

Hospitality leader with a proven track record in managing high-standard operations. Skilled in team collaboration, customer service excellence, and strategic planning. Known for adaptability, reliability, and achieving results. Proficient in staff training, conflict resolution, and budgeting.

Overview

11
11
years of professional experience

Work History

Director of Hospitality

Pangea Restaurant Group
10.2023 - 01.2025
  • Fostered a culture of continuous improvement by encouraging feedback from guests as well as employees.
  • Collaborated with cross-functional teams to develop marketing strategies and promotional campaigns for the hospitality division.
  • Launched successful events and promotions that resulted in increased bookings and incremental revenue gains.
  • Served as liaison between executive management and events department.
  • Developed and executed strategic plans to drive revenue growth in the hospitality sector.
  • Championed employee engagement initiatives aimed at increasing job satisfaction and minimizing turnover rates.
  • Coordinated requests and managed third-party events hosted on property for charitable and other organizations.
  • Optimized space utilization across various properties/facilities through effective planning and inventory management.
  • Approved annual sales targets, plans, excursion dates and menus.
  • Streamlined operations for increased efficiency and improved guest experience.
  • Implemented staff training and development programs, resulting in a highly skilled and customer-focused workforce.
  • Managed budgets and financial performance, ensuring profitability while maintaining excellent service quality.
  • Led a team of professionals in delivering exceptional guest experiences and maintaining high-quality standards.
  • Conducted regular assessments of competitor strategies, adjusting tactics accordingly to maintain a competitive edge.
  • Revamped food and beverage offerings by working closely with culinary teams, leading to increased customer satisfaction ratings.
  • Introduced new technologies to improve operational efficiency, streamline processes, and enhance overall guest experience.
  • Enhanced guest satisfaction by implementing innovative hospitality programs and services.
  • Reviewed work completed by events coordinator, delivered feedback and verified timely completion of tasks.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Motivated staff to perform at peak efficiency and quality.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Oversaw food preparation and monitored safety protocols.
  • Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
  • Implemented effective inventory control systems to reduce food spoilage and waste.
  • Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
  • Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
  • Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
  • Monitored and adjusted pricing, discounts and promotions to maximize profitability.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
  • Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
  • Coordinated with catering staff to deliver food services for special events and functions.

General Manager

BRQ BBQ & Seafood Restaurant
06.2017 - 08.2023
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Formulated policies and procedures to streamline operations.
  • Managed budget implementations, employee evaluations, and contract details.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
  • Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
  • Negotiated with suppliers to secure better pricing, reducing operational costs while maintaining product quality.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
  • Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
  • Improved operational efficiency by streamlining workflow processes and adopting cutting-edge technology.
  • Accelerated digital transformation by overseeing the adoption of cloud-based solutions, improving data accessibility and security.
  • Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline the scope of positions for the organization.
  • Boosted employee retention by fostering a positive work environment.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Reduced operational risks while organizing data to forecast performance trends.

Host Trainer

Brennan's Restaurant
06.2015 - 06.2016
  • Facilitated seamless communication between front-of-house staff, kitchen personnel, and management teams for optimal efficiency.
  • Improved team efficiency with thorough training on company policies, procedures, and best practices.
  • Contributed to restaurant profitability by managing wait times, seating arrangements, and table turnover rates for 700 guests
  • Streamlined reservations process by implementing effective communication strategies among the host team and servers.
  • Ensured cleanliness and organization throughout the dining area, contributing to a positive guest experience.
  • Collaborated with management to identify areas for improvement in staff performance and service quality.
  • Mentored new hires through comprehensive onboarding processes, resulting in well-prepared team members.
  • Promoted a safe working environment by constantly adhering to safety regulations and proper food handling practices.
  • Established strong rapport with returning customers, fostering loyalty and repeat business for the restaurant.
  • Ensured adherence to restaurant dress codes among staff members for a professional appearance.
  • Maintained up-to-date knowledge of menu offerings and special promotions, enabling accurate information sharing with guests.
  • Provided attentive service by promptly greeting guests upon arrival and escorting them to their tables.
  • Assisted coworkers when needed, demonstrating teamwork skills that contributed to overall success.
  • Gathered valuable guest feedback for continuous improvement of services offered within the establishment.
  • Proactively identified potential issues before they escalated into more significant problems, mitigating risks to guest satisfaction.
  • Adapted quickly to changing situations and demands, ensuring smooth operations during peak hours.
  • Enhanced guest experience by providing exceptional service and maintaining a welcoming atmosphere.
  • Demonstrated strong multi-tasking abilities while remaining calm under pressure, contributing to a positive work environment.
  • Addressed customer complaints with a professional demeanor and used communication and problem-solving skills to resolve issues.

Shift Manager

Bordens Ice Cream Shoppe
06.2014 - 06.2015
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.
  • Facilitated team-oriented atmosphere, encouraging collaboration and mutual support among staff members.
  • Cultivated professional working relationships with peers and supervisors.

Education

Psychology

Louisiana State University
Baton Rouge, LA

High School Diploma -

Ascenion Episcopal School
Youngsville, LA
05-2014

Skills

  • Leadership Development
  • Talent Acquisition
  • Schedule management
  • Team Motivation Strategies
  • Equipment troubleshooting
  • Labor cost controls
  • Restaurant operations
  • Strong leadership
  • Supply ordering
  • Tech-Savvy
  • Financial records oversight
  • Vendor relationships
  • Microsoft Excel
  • Reporting and documenting
  • Brand representation
  • Policy administration
  • Computer skills
  • Purchasing
  • Expense control
  • Business development
  • Inventory management
  • Adaptability
  • Opening and closing procedures
  • Performance monitoring
  • Troubleshooting expertise
  • Purchasing and planning
  • Problem resolution
  • Health and safety compliance
  • Team player
  • Workplace safety
  • Recruitment and hiring
  • Budgeting and forecasting
  • Efficient multi-tasker
  • Task delegation
  • Collaboration and teamwork
  • Proficient in POS software Ordyx, Toast, Aloha, MobileBytes
  • MS Office
  • Accurate money handling
  • Social media marketing
  • Customer service focus
  • Staff training and development
  • Sales management
  • Customer relations
  • Staff training and onboarding
  • Administrative skills
  • Payment processing
  • P&L management
  • Menu design
  • Data entry proficiency
  • Inventory management software
  • Financial administration
  • Sales Analysis
  • Team leadership
  • New business development
  • Regulatory compliance
  • Data Analytics
  • Money handling
  • Calm and pleasant demeanor
  • Proficient in Paychex, Toast Payroll, Margin Edge
  • Human resources management
  • Conflict resolution

Timeline

Director of Hospitality

Pangea Restaurant Group
10.2023 - 01.2025

General Manager

BRQ BBQ & Seafood Restaurant
06.2017 - 08.2023

Host Trainer

Brennan's Restaurant
06.2015 - 06.2016

Shift Manager

Bordens Ice Cream Shoppe
06.2014 - 06.2015

Psychology

Louisiana State University

High School Diploma -

Ascenion Episcopal School

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Amanda Ferguson