Born (Turron) Lancaster
Gaithersburg,MD
Summary
Hospitable Front of House Manager leverages interpersonal and communication skills to lead, influence and encourage staff and deliver outstanding experiences for guests. Advocates sound financial and business decision-making and demonstrates honesty and integrity by upholding and adhering to company standards, policies and procedures. Performs well under pressure and thrives in fast paced high-volume environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
FOH Manager
Summer House Santa Monica
08.2020 - Current
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Performed cash handling activities and secured nightly bank deposits.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Resolved guests complaints while maintaining positive customer environment.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Coordinated with suppliers to establish timely delivery of food and beverage items.
- Emphasized guest satisfaction during departmental meetings and focused on continuous improvement.
- Collaborated with chefs to create seasonal menus and promotional offers.
- Developed and maintained relationships with vendors and other business partners to establish trust and build rapport.
- Developed and implemented marketing initiatives to increase sales by 10% and revenue.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Analyzed customer feedback and implemented strategies to improve customer satisfaction.
- Utilized upselling techniques to maximize revenue and increase customer satisfaction.
- Developed unique events and special promotions to drive sales.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Oversaw food preparation and monitored safety protocols.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Purchased food and cultivated strong vendor relationships.
- Maximized quality assurance by completing frequent line checks.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Motivated staff to perform at peak efficiency and quality.
- Kept facility compliant with health codes, sanitation requirements, and license regulations, alleviating potentially heavy fines.
FOH/BOH Manager
Granite City Food & Brewery
01.2020 - 08.2020
- Supported smooth front end activities through steady product flow and accurate pricing.
- Followed operational procedures and enforced product standards, quality and consistency.
- Organized stockroom for quick and safety-centered workflow and prepared for company inspections.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Coordinated with catering staff to deliver food services for special events and functions.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Implemented effective inventory control systems to reduce food spoilage and waste.
FOH Manager
Hen Quarter
08.2017 - 12.2019
- Monitor compliance with health and fire regulations regarding food preparation and serving, and building maintenance in lodging and dining facilities
- Monitor food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner
- Count money and make bank deposits
- Investigate and resolve complaints regarding food quality, service, or accommodations
- Coordinate assignments of cooking personnel to ensure economical use of food and timely preparation
- Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity
- Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted
- Maintain food and equipment inventories, and keep inventory records
- Schedule staff hours and assign duties
- Establish standards for personnel performance and customer service
- Perform some food preparation or service tasks, such as cooking, clearing tables, and serving food and drinks when necessary
- Plan menus and food utilization, based on anticipated number of guests, nutritional value, palatability, popularity, and costs
- Keep records required by government agencies regarding sanitation or food subsidies
- Test cooked food by tasting and smelling it to ensure palatability and flavor conformity
- Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance in dining and lodging facilities.
Compel Fitness (Gold’s Gym) Head Trainer
05.2015 - 10.2018
- Completes and maintains accurate and current client files
- Ensures clients are satisfied with their workout program and remain motivate Develops safe, professional, exciting an comprehensive personal training programs
- Refers members to appropriate personal trainer level based on needs
- Motivates and coaches Personal Trainers to achieve revenue and session goals
- Ensures Trainers are promoting and selling personal training programs
- Completes payroll and ensures payroll expenses are within budgetary guidelines
- Monitors all personal training department supplies and expenditures
- Manages the90-day on-boarding process for new Personal Trainers
- Ensures Assistant Department Head effectively leads training team
- Assesses individual performance provides feedback, and employee recognition
- Makes hiring, promotion, disciplinary, and termination recommendations to General Manager
- Conducts weekly Personal Training Department and Management meetings.
Ted’s Bulletin Dining Room Supervisor
07.2014 - 05.2015
- Supervise and participate in kitchen and dining area cleaning activities
- Resolve customer complaints regarding food service
- Observe and evaluate workers and work procedures to ensure quality standards and service, and complete disciplinary write-ups
- Assign duties, responsibilities, and work stations to employees in accordance with work requirements
- Perform personnel actions, such as hiring and firing staff, providing employee orientation and training, and conducting supervisory activities, such as creating work schedules or organizing employee time sheets
- Recommend measures for improving work procedures and worker performance to increase service quality and enhance job safety
- Analyze operational problems, such as theft and wastage, and establish procedures to alleviate these problems
- Control inventories of food, equipment, small ware, and liquor, and report shortages to designated personnel
- Train workers in food preparation, and in service, sanitation, and safety procedures
- Inspect supplies, equipment, and work areas to ensure efficient service and conformance to standards
- Record production, operational, and personnel data on specified forms.
The Old Ebbitt Grill Server
01.2013 - 11.2013
- Report for duty punctually, in full uniform in accordance with appearance and grooming standards
- Demonstrate a complete understanding of all policies, procedures and standards stated in the Old Ebbitt Grill manual
- Follow all departmental policies, procedures and set service standards
- Consistently offer professionalism, friendly and warm hospitality to all guests
- Foster and practice teamwork and cooperation with all other positions existing in the outlet
- Attend all required training sessions and be aware of any changes to the menus, departmental policies and procedures, service standards, as well as business trends and requirements
- Act according to the general Food and Beverage Basics
- Use empowerment to turn challenges into opportunities
- Have full and complete knowledge of the food menu, dessert menu, coffee and tea menu as well as all other beverage menus and the wine list
- To be knowledgeable of the menu items, ingredients, preparation methods and garnishes for all dishes
- To be able to guide the guests through the menu and make suggestions or recommendations in the guests’ interest
- To be able to answer any guests’ question about food items, beverages and wines in informative and helpful way
- Be aware of all cashiering procedures and the handling of all payment methods
- Understand and follow all MICROS procedures and policies
- Ensure that all work areas and stations are kept clean and tidy at all times
- Attend all pre-shift, weekly and monthly meetings to be well-informed about all events, promotions and other news concerning The Old Ebbitt Grill
- Actively participate in and follow all health and safety policies and procedures set out for the Old Ebbitt Grill
- Carrying out any miscellaneous duties and responsibilities as requested by management pertaining to total quality service delivered by The Old Ebbitt Grill.
Bus Boys and Poets Server
05.2009 - 04.2010
- Greet all guests with enthusiasm and friendliness
- Answer guest questions about food, beverages, and our facility
- Provide the highest level of service in accordance with our standards
- Identifies food orders when ready and deliver items to tables in a timely manner
- Maintain a professional appearance at all times
- Communicate with food and beverage staff to ensure guest satisfaction
- Maintains full knowledge of menus, recipes, and other pertinent information
- Prepares work area for opening, mid-shift, or closing in accordance with company standards
- Responsible for constant sanitation, organization, and proper food handling
- Ensure that have a positive and memorable experience.
Education
High School Diploma -
Woodrow Wilson High School
Washington, DCSkills
- Complaint Handling
- Assignment Delegation
- Food costs
- Scheduling Staff
- Guest Relations
- Service prioritization
- POS system operations
- Restaurant Operations
- Health and Safety Regulations
- Pre-shift walk-through
- Performance Evaluation
- Reservation Management
- Staff Supervision
Awards
- Certification CompTIA A+ 2009 Edition
- Achieve Global- Stellar Customer Service Certificate
Certification
- ServSafe (Food Protection Manager Certification) Feb. 2024-2029
Timeline
FOH Manager
Summer House Santa Monica
08.2020 - Current
FOH/BOH Manager
Granite City Food & Brewery
01.2020 - 08.2020
FOH Manager
Hen Quarter
08.2017 - 12.2019
Compel Fitness (Gold’s Gym) Head Trainer
05.2015 - 10.2018
Ted’s Bulletin Dining Room Supervisor
07.2014 - 05.2015
The Old Ebbitt Grill Server
01.2013 - 11.2013
Bus Boys and Poets Server
05.2009 - 04.2010
High School Diploma -
Woodrow Wilson High School
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