Brian Poag
Gilbert,AZ
Summary
Experienced hospitality executive with 25+ years of success in designing customer-oriented programs and developing high-performing service-oriented teams. Collaborative leader skilled in establishing business goals and devising revenue-driven strategies with organizational leaders. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture customer relationships.
Overview
17
17
years of professional experience
Work History
Director of Operations
Crust Restaurant Group
08.2023 - Current
- Spearheaded operational oversight for 5 locations, driving financial success and team growth for 200 employees
- Fast-tracked from Manager to Director of Operations due to leadership impact, improving company vision and strategic growth alignment
- Transformed executive team dynamics, fostering cohesive decision-making and eliminating misalignment across multiple sites
- Grew revenue by $500,000 companywide through the first 6 months of this year with 3rd party delivery platform optimization.
Owner/Operator
Jake’s Barbecue/Underground Burger
08.2019 - 06.2024
- Reopened and revitalized Jake’s Barbecue, driving $1 million in revenue and surpassing its previous best of $675K through operational excellence and brand repositioning
- Launched and expanded Underground Burger during COVID-19, earning “Best Takeout” and “Best Burger” awards in multiple regions
- Successfully executed the sale of both Jake’s in WA and Underground Burger in AZ, positioning both brands for continued success.
Assistant General Manager
Lucille’s Smokehouse BBQ
11.2017 - 07.2019
- Enhanced team performance through targeted onboarding, training, and mentoring, leading to increased productivity and improved guest experience in a high-volume $7.5M operation
- Optimized bar operations with advanced inventory and promotional strategies, utilizing Crunchtime software for cost control and efficiency
- Streamlined staffing and payroll management by balancing service levels with budget goals, ensuring operational consistency.
Owner/Operator
Jake's Western Grill
08.2007 - 09.2017
- Founded a premier BBQ restaurant, building a robust brand and growing sales year-over-year through innovative marketing and operational strategies
- Increased customer retention with a unique loyalty program, leveraging social media, email, and text campaigns for maximum engagement
- Systematized operations, including recipe standardization, inventory control, and real-time cost management, achieving consistent profitability over a decade.
Education
Tennessee Technological University
Cookeville, TNWestern Kentucky University
Bowling Green, KYSkills
- Leadership and team management
- Business acumen and strategic growth
- Marketing, branding, and social media
- Financial management and cost control
- Operations optimization and systemization
- Customer experience and hospitality
- Strategic Planning
References
Available upon request
Timeline
Director of Operations
Crust Restaurant Group
08.2023 - Current
Owner/Operator
Jake’s Barbecue/Underground Burger
08.2019 - 06.2024
Assistant General Manager
Lucille’s Smokehouse BBQ
11.2017 - 07.2019
Owner/Operator
Jake's Western Grill
08.2007 - 09.2017
Tennessee Technological University
Western Kentucky University
Similar Profiles
RACHEL BRANDESRACHEL BRANDES
Waitress at Citizen Crust RestaurantWaitress at Citizen Crust Restaurant
Antionette Wright-ClarkeAntionette Wright-Clarke
Server at Golden Crust RestaurantServer at Golden Crust Restaurant
Andy PortilloAndy Portillo
Cashier/Server/Manager at Upper Crust Pizza & Italian RestaurantCashier/Server/Manager at Upper Crust Pizza & Italian Restaurant