Angie McLaughlin
High Springs,FL
Summary
Dedicated restaurant management professional with a robust understanding of effective business practices and a strong commitment to exceptional customer service. Results-driven and adaptable, consistently demonstrating the ability to maintain financial viability while enhancing operational efficiency. With 24 years of experience in the industry, a proven track record of leading teams to success and fostering a positive dining environment is evident. Passionate about driving growth and delivering memorable experiences for guests through strategic leadership and innovative solutions.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Fresh Kitchen
02.2024 - Current
- Led operational strategies to enhance customer satisfaction and streamline service processes.
- Managed staff scheduling, ensuring optimal coverage during peak hours for improved efficiency.
- Developed and maintained inventory management systems to minimize waste and control costs.
- Conducted regular performance evaluations, providing constructive feedback to support employee development.
- Oversaw compliance with health regulations, ensuring a safe dining environment for guests and staff.
- Analyzed financial reports to identify trends and make informed decisions on budget allocation.
- Improved customer satisfaction by addressing and resolving customer complaints promptly and professionally.
- Maintained a clean and inviting atmosphere within the restaurant by implementing strict cleanliness standards for both staff members and the dining area itself.
- Collaborated with General Manager to develop strategic plans for business growth in alignment with company objectives.
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Evaluated employee performance using established metrics during regular evaluations, identifying opportunities for professional growth or necessary corrective action when warranted.
- Boosted employee morale through recognition programs, leading to higher retention rates and improved teamwork.
- Recruited top talent for open positions, conducting thorough interviews to select candidates who met skill requirements and cultural fit.
- Ensured compliance with health and safety regulations by regularly inspecting the facility, equipment, and staff practices.
- Reduced food waste by closely monitoring inventory levels, ordering supplies as needed, and adjusting order guides and prep sheets accordingly.
- Enhanced team performance by providing regular coaching and feedback to employees.
- Performed daily administrative tasks, such as ordering supplies, processing invoices and reconciling accounts.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Kept facility compliant with health codes, sanitation requirements and license regulations.
- Maximized quality assurance by completing frequent line checks.
- Coordinated with catering staff to deliver food services for special events and functions.
AGM
Chilis
07.2019 - Current
- Monitored staff performance, food quality and productivity to successfully oversee complete operation of restaurant.
- Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
- Maintained cleanliness and sanitation across all food service, storage, and preparation stations.
- Collaborated with other managers to document and resolve potential customer concerns to drive brand satisfaction and loyalty.
- Managed and supervised 40+ employees.
- Managed food preparation, guest interaction, quality control, and customer relations.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Made weekly employee schedules, assigned work and regularly checked the quality and productivity of all team members.
- Supervised overall operation of restaurant, including training of both FOH and HOH employees. Training includes how to ensure guest satisfaction, increase profits, and resolving issues with customer satisfaction.
- Portioned food onto plates, added garnishes and sauces and handed off to wait staff for serving.
- Set up and performed initial prep work for food items such as soups, sauces and salads.
- Identified opportunities to increase revenue, decrease kitchen expenses and maximize departmental productivity without compromising guest satisfaction.
- Conducted daily inspections and maintained food sanitation and kitchen equipment safety reports.
- Placed orders for supplies and food inventory items with vendors to restock pantry and refrigerator.
- Helped other staff members complete job tasks during peak times to keep kitchen running efficiently.
- Followed proper food handling methods and maintained correct temperature of food products resulting in consistently high scores on health inspections.
Guest Services Manager
Ruby Tuesday
03.2015 - Current
- Developed and implemented training plans for new and experienced employees.
- Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
- Kept employees satisfied and productive with a collaborative and open approach.
- Recognized top staff contributors through team meetings and employee appreciation events.
- Hired and mentored all new employees while also demonstrating the best methods for servicing guests.
- Followed company regulations and rules promoting a safe environment for both guests and employees.
- Cross-trained shift personnel in various roles and tasks through frequently rotating assignments.
- Supervised the daily operations of a 175 seat restaurant and 50 staff members.
- Attended trainings in customer service, conflict resolution techniques, and safety procedures to remain current on new requirements and procedures.
- Scheduling for 50+ employees.
- Inventory, reporting and balancing product on hand pars.
- Repairs & Maintenance scheduling and follow up to ensure restaurant is in compliance with state standards.
- Serve Safe Manager certified, including certifing all staff members.
- Process invoices, balance and maintain inventory coming into and out of store.
- Greeted all guests in a courteous and professional manner.
- Ensured that guest complaints were handled in the most effective manner possible and that the guest left happy.
- Held employees responsible for fulfilling required duties and tasks during designated shifts.
- Ensured Critical Control policy was in place at all times and Line Checks were preformed for every shift.
- Ensured proper pull thaws were created and thawing methods were done properly per health code standards.
- Kept restaurant up to par for Health dept. Inspections , always received 90 or above.
- Processed and checked for accuracy server cash out procedures.
- Created and processed liquor orders.
- Handled Employee complaints, issues with professionalism and tact.
- Ensured all shifts are covered in the event of a call out or no-show even if it meant performing the job duty myself.
- Checked in deliveries and signed off on products received.
- Evaluated department conditions and operations to determine strengths and areas for improvement.
- Managed food preparation, guest interaction, quality control, and customer relations.
- Cleaned and inspected food preparation areas for safe and sanitary food-handling practices.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Managed the overall operation of the restaurant.
General Manager
Ruby Tuesday
08.2020 - 02.2024
- Led operational strategies to enhance efficiency across multiple departments.
- Developed and implemented performance metrics to drive team accountability.
- Oversaw budget management, ensuring financial sustainability and growth.
- Fostered a culture of continuous improvement through staff training initiatives.
- Oversaw daily operations, ensuring compliance with health and safety regulations.
- Implemented cost-control measures, optimizing inventory management procedures.
- Led team meetings to communicate objectives and improve employee engagement.
- Established vendor relationships, negotiating contracts to reduce supply costs.
- Analyzed customer feedback, driving changes to menu offerings and service standards.
- Conducted performance evaluations, fostering professional development for management team.
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
- Carefully interviewed, selected, trained, and supervised staff.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
- Developed and maintained a strong team of motivated staff by providing ongoing training and development opportunities.
- Correctly calculated inventory and ordered appropriate supplies.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Implemented new employee onboarding processes, providing comprehensive training that promoted retention and a strong understanding of company culture.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Enhanced customer satisfaction through consistent delivery of high-quality food and service.
- Oversaw facility maintenance, ensuring a clean, safe, and inviting atmosphere for patrons.
- Evaluated performance metrics regularly, identifying areas for improvement and adjusting strategies accordingly for continued growth in sales figures.
- Developed, implemented, and managed business plans to promote profitable food and beverage sales.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Managed staff schedules and maintained adequate coverage for all shifts.
- 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.
- Developed unique events and special promotions to drive sales.
- Coordinated with catering staff to deliver food services for special events and functions.
Service Manager
Rightway Automotive
01.2013 - 01.2015
- Increased sales by 17% over a two-year period.
- Provided service to store customers in repair department and wrote customer contracts and invoices for repairs.
- Addressed customer concerns immediately and resolved repair issues promptly.
- Used various techniques, including cold calling, prospecting and networking to land new customers and penetrate new markets.
- Explained features and capabilities of automotive offerings to customers to promote understanding and maximize benefit of merchandise.
- Determined customer needs through careful and active listening skills and identified appropriate solutions within anticipated price range.
- Managed day-to-day operations and maintenance of equipment in automotive department.
- Monitored multiple databases to keep track of all company inventory.
- Assisted mechanics by ordering parts, and pick up or delivery of said parts in a timely and efficient manner.
- Delivered consistent follow up with customers after each repair by phone or email to answer any last minute questions.
- Maintained detailed records of what customers wanted and ordered, helping to increase profits when those customers returned at later date.
- Recorded completed repairs, all further repairs required and parts to be ordered on service call ticket.
- Handled all accounting for company, receivables and payables.
Server/Bartender Manager
Phish Heads
01.2007 - 06.2013
- Communicated effectively with kitchen staff regarding customer allergies, dietary needs and other special requests.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Maintained indoor and outdoor dining areas by removing trash, wiping down tables and restocking napkin dispensers.
- Provided onsite training.
- Managed day-to-day operations and maintenance of restaurant.
- Upsold menu items by explaining new food offerings and drink pairings to customers, which improved restaurant revenues.
- Conducted promotions via social media, email and other communication methods to engage with our community.
- Maintained high level of professionalism and calmness with all personnel, even in high-stress situations.
- Trained servers and bartenders on daily procedures and policies, which improved overall productivity and efficiency.
- Handled cash out procedures for employees and processed closing reports and deposits.
Account Manager
S&S Food Store
02.2001 - 03.2008
- Established more than 30 new accounts, earning a combined profit of over $2M.
- Managed budgeting, forecasting and performance for all accounts.
- Identified prospective customers using lead generating methods and performing an average of 60 cold calls per day.
- Responsible for implementing all business-building and relationship-building expectations with uniquely assigned accounts and customers.
- Provided an exemplary level of service to clients to both maintain and extend the relationships for future business opportunities.
- Streamlined operational efficiencies by developing and implementing customer service protocols and standards.
- Assessed processes used to send products to customers and discovered a more efficient method that was positively received by all involved parties.
- Managed billing and payments for 300+ Commercial fuel Accounts.
- Accurately processed and provided financial reports for month end and year end procedures.
- Helped to develop Commercial Fuel Card program, including on site setup for database and processing of cards at over 50 locations.
- Maintained all in house charge accounts for 50+ locations.
Restaurant Owner/Operator
Porterhouse Grill
06.1997 - 10.2001
- Kept facility and equipment in good working condition through regular preventive maintenance and repair schedules.
- Handled escalated customer complaints to provide full resolutions and promote loyalty.
- Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
- Located relevant vendors, set up schedules and coordinated the delivery, storage and organization of all inventory.
- Trained staff, facilitated staff meetings and spearheaded menu development.
- Managed food preparation, guest interaction, quality control, and customer relations.
- Estimated supply requirements based on historical needs and projected business levels by accounting for special local events or sports games.
- Trained workers in every position, including food preparation, money handling and cleaning roles.
- Created unique recipes and applied various culinary techniques for authentic cuisine.
- Monitored business levels and realigned team positions to provide optimal coverage for customer demands.
- Managed the overall operation of the restaurant.
- Made weekly employee schedules, assigned work and regularly checked the quality and productivity of all team members.
- Identified, investigated and corrected operational issues such as inventory waste or theft to keep business operating at optimal levels.
- Maintained cleanliness and sanitation across all food service, storage, and preparation stations.
- Administered finances and led business operations, including running payroll, making bank deposits and analyzing income and expenses to maintain cost-effective operations.
- Discussed alternative selections with chef for guests with food allergies.
- Welcomed guests with personable attitude and smile, offering to bring beverage orders while reviewing menu options.
- Set effective employee schedules that maintained coverage at peak times and minimized labor costs.
- Maintained facility compliance with health codes, sanitation requirements and license regulations while streamlining productivity initiatives to comply with restaurant protocols.
- Checked on guests to ensure satisfaction with meals and suggested additional items to increase restaurant sales.
- Interviewed, hired and trained staff on bar practices, customer service standards and productivity strategies which improved customer retention and bolstered sales.
- Resolved complaints from guests by listening to issues.
- Balanced tills, handled cash, processed credit card payment batches and prepared bank deposits.
- Developed positive vendor relationships.
- Interviewed, hired and trained new team members.
Education
Bachelor of Science - Surgical Tech
Lake City Community College
Lake City, FLSkills
- Vendor relations
- Schedule management
- Customer service
- Labor cost controls
- Point of Sale (POS) system operations
- Trained in food safety guidelines
- Accurate cash handling
- Employee mentoring
- Computer application Knowledge
- High-volume dining
- Inventory control
- Staff management
- Operations management
- Staff development
- Food safety and sanitation
- Training and development background
- Budget control
- Sales forecasting
- Teamwork and collaboration
Certification
- SafeServ Certified Manager
- SafeServ Certified: Food Handler
Timeline
Assistant General Manager
Fresh Kitchen
02.2024 - Current
General Manager
Ruby Tuesday
08.2020 - 02.2024
AGM
Chilis
07.2019 - Current
Guest Services Manager
Ruby Tuesday
03.2015 - Current
Service Manager
Rightway Automotive
01.2013 - 01.2015
Server/Bartender Manager
Phish Heads
01.2007 - 06.2013
Account Manager
S&S Food Store
02.2001 - 03.2008
Restaurant Owner/Operator
Porterhouse Grill
06.1997 - 10.2001
Bachelor of Science - Surgical Tech
Lake City Community College