Carlos Cuevas
Spring Valley,USA
Summary
Operations and Revenue professional with a background reflecting consistent career progression and achievement of objectives; demonstrated expertise in effective relationship development and management complemented by strong interpersonal skills. A Dynamic career leading daily operation of fast-paced theme park operations and F&B operations; strong qualifications in personnel development, team building and team leadership. An effective motivator, trainer and mentor dedicated to continuous improvements in quality, productivity, efficiency and customer service.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Associate Director, Retail Operations
San Diego Zoo Safari Park
06.2021 - Current
- Responsible for co-leading a team of 6 managers, 4 supervisors, and up to 350 team members in all aspects of Merchandise and Culinary Operations including merchandise/retail stores, meal facilities, concessions, warehousing, catering, commissary production, and revenue partners/vendors.
- Partnered with stakeholders in Safari Experiences, Entertainment, Horticulture, Construction & Maintenance, Merchandise Corporate team, and Guest Services to successfully execute Park Events designed to increase community awareness, conservation, create excitement around animals and plants to support our mission. Events include Indigenous People Celebration, Lunar New Year, Spring Safari, Summer Safari, Autumn Festival and Wild Holidays.
- Hire, train and develop leadership personnel to include recruiting experienced talent, promoting and developing supervisors and managers.
- Partnered with Director and Associate Director to develop Retail Operations Strategies. Created template designed with simplicity in mind to convey goals and strategies designed to increase revenue, curate the team member and guest experience, expense management and capex planning. Strategy plan served as roadmap that led to percap growth year over year.
- Lead with impact and influence to improve processes including financial reporting and automation, facility integrity, warehouse optimization, team member satisfaction and guest experience.
- Created and executed $100k equipment purchase and replacement plan. Plan designed to improve food safety, increase revenue through new menu/item offerings, and team member satisfaction by replacing failing and dated equipment.
- Creatively and thoughtfully designed a new park-wide beer map and adult beverage program to include adding draft beer points of access, packaged product line, brands and offerings that are unique to the region and Safari Park. Leveraged partnerships at the Park and with local beer vendors to roll out a special release Elephant Valley Lager for the International Elephant Foundation fundraising event and beer competition. Adult beverage program has successfully driven results by increase overall category percap and revenue while creating a unique guest experience throughout the Park.
- Collaborated with multiple departments to prepare for and successfully pass the 2025 AZA inspection for the Safari Park. Received positive comments about the Retail Department as a whole.
Director of Operations
RMBQ Inc
03.2021 - 06.2021
- Part of the restaurant 'start-up' ownership group, tasked with developing teams to launch a Nashville Hot Chicken Sandwich concept with the goal and vision of franchising restaurants and food trucks in North County and Riverside.
- Responsible for leading restaurant, mobile food trucks and commissary teams in daily operations including scheduling, hiring, procurement, marketing, food safety and food quality.
- Daily P&L management to ensure maximum profitability is met through recipe and menu cost control, labor management and grassroots marketing efforts.
- Collaborated with social media agency to develop website, provide social media content to include photoshoots and create/approve content.
- Partner with ownership and stakeholders to research and suggest new restaurant or mobile food truck/trailer locations to expand the brand.
Vice President, Culinary Operations
SeaWorld & Aquatica
08.2018 - 05.2019
- Responsible for leading a team of 8 salaried managers and up to 900 seasonal, part-time and full-time ambassadors in all aspects of Culinary Operations including meal facilities, concessions, warehousing, procurement, catering and commissary production.
- Planned and executed Seven Seas Craft Beer and Food Festival. Successful execution of event resulted in 23% percap growth over the prior year. -YTD P&L accomplishments include 16.5% EBITDA growth over prior year, 7.4% top-line percap growth prior through cost of sales and labor management as well as execution of revenue growth initiatives.
- Create and manage strategic and tactical plans/goals designed to drive Guest Satisfaction, Profitability, Team Member Engagement and Safety in all aspects of Culinary Operations for both SeaWorld and Aquatica.
- Responsible for driving financial performance of $50M+ in topline revenue and manage costs to maximize profitability.
- Year over year growth in EBITDA.
Vice President/General Manager
Aquatica
04.2016 - 08.2018
- Responsible for leading a team of 2 operational directors, 4 managers and up to 700 seasonal, part-time and full-time ambassadors in Park Operations (Guest Arrival, Park Quality and Rides), Culinary Operations, Merchandise, Security, Horticulture, Maintenance and Water Quality.
- Financial results in 2018 94% increase in EBITDA YoY and record attendance.
- Collaborated with Park Support (corporate), Design and Engineering to complete a 1.3-megawatt solar array system to provide 80-90% of the parks power. - Project management, Capital Projects.
- Partnered with Marketing to create plans to increase social media presence as well as drive pass sales resulting in 10% attendance increase and drive EBITDA efficiency between PY and Budget.
- Director on Board of Directors for the South County Economic Development Council from 2016-2018.
- Director on Board of Directors for the Chula Vista Chamber of Commerce from 2016-2018.
- 2016 led the company with the highest Team Member Engagement scores by creating and monitoring plans to drive front level engagement that provide a fun and productive work environment.
- Successful experience with a diverse and multi-generational workforce.
Director, Revenue Operations
Aquatica
03.2013 - 04.2016
- Responsible for leading the Culinary Operations and Merchandise departments, which include up to 150 ambassadors.
- Develop and execute strategic plans for Culinary Operations and Merchandise to improve financial performance, increase guest satisfaction scores, reduce safety injuries and enhance ambassador engagement.
- Year over year financial growth. EBITDA efficiency of 57.5% in Culinary Operations and 71.4% in Merchandise for the 2015 season.
- Ambassador Engagement Survey score improvement, +12 point increase in 2015 vs 2014 which was the highest improvement in the Culinary Operations division.
- Manage CAPEX projects to include cabana expansion, pathway meal cart, craft beer cart, and lounger pilot to deliver superior returns, increase menu variety and enhance guest experience.
- Leverage relationships - Chula Vista Harbor Fest planning committee member, Chula Vista and San Diego Police department luncheon, SeaWorld 50th Celebration and Seven Seas Food Festival planning committee member.
- Part of opening team at Aquatica San Diego. Responsible for successfully executing start-up plan with a short timeline and limited resources.
Director, Culinary Operations
SeaWorld
02.2011 - 03.2013
- Responsible for leading the Culinary Operations department, which includes up to 800 team members at peak season.
- Managed CAPEX projects to include Shamu’s Smokehouse, Culinary locations at Aquatica San Antonio and Shamu Market Cart.
- Coordinated efforts with equipment vendors, contractors, created timelines, and managed tool creation.
- Implemented Alignment Committee comprised of department leadership to standardize operating and communication tools across all facilities.
- Part of Leadership Development team assigned to train the trainer and execute division wide leadership program for SeaWorld and Aquatica Texas.
- Led department financial growth year over year by maximizing revenue opportunities and controlling costs. EBITDA percap +3.7% to budget 2011 and +8.4% to budget 2012.
- Led teams to improve Overall Guest Satisfaction through initiatives and team buy-in. +4.1% in 2011 and +4.8% in 2012 ending the year at 51%.
Manager, Culinary Operations
SeaWorld
01.2002 - 01.2010
- Responsible for managing various facilities within Culinary Operations. Led metric driven initiatives to improve financial results, ambassador engagement, safety and process improvement.
- Culinary Operations facilities include multiple service styles to include, Full Service Restaurant, Cafeteria Style (up to 1000 guests per hour), Stadium Vending, Catering/Banquets, Concessions and Warehouse/Logistics/Purchasing.
Area Manager, Mobility Solutions
Ace Parking
01.2020 - 01.2021
- Responsible for leading teams in all aspects of parking operations and mobility solutions to include, Retail and Commercial parking garages, surface lots and Special Events division.
- Responsible for $9M in budgeted revenue across 10 business units.
- Successfully planned and executed (COVID-19 safe) drive-in events for San Diego Padres, San Diego Opera/Symphony and Private business groups.
- Assisted in the planning and execution of business strategies to control costs and drive revenue from the onset of the pandemic in the La Jolla/UTC and Downtown San Diego region, resulting in maintaining all accounts in portfolio.
Education
Associates Degree - Administration of Justice
Grossmont College
Skills
- Expertly managed multiple departments; responsible for restaurant and store operations, water quality and maintenance, security, guest services, aquarium and aviculture, water safety, and horticulture
- Generation of new revenue with sales increases while maintaining organizational standards, increasing guest satisfaction, consistently providing a quality product, and creation of new operational performance measures
- Demonstrated efficient operating procedures to facilitate a smooth transition from opening to daily management and all aspects of operations with forethought of continually increasing personnel bench strength
- Uphold workplace processes to comply with labor laws, health codes, and all legal requirements
- Developed and executed innovative corporate policies and procedures with a proven track record of increasing revenues, streamlining workflow and creating a team environment to increase productivity
- Motivated, managed, mentored and trained restaurant staff members, including front and back of house
Certification
- Certificate of Completion for American Red Cross Professional Rescuer and Health Care Provider course
- Department of Alcohol and Beverage Control Licensee Education on Alcohol and Drugs
- National Restaurant Association Serve Safe Food Protection Manager
Languages
Spanish
Native or Bilingual
Timeline
Associate Director, Retail Operations
San Diego Zoo Safari Park
06.2021 - Current
Director of Operations
RMBQ Inc
03.2021 - 06.2021
Area Manager, Mobility Solutions
Ace Parking
01.2020 - 01.2021
Vice President, Culinary Operations
SeaWorld & Aquatica
08.2018 - 05.2019
Vice President/General Manager
Aquatica
04.2016 - 08.2018
Director, Revenue Operations
Aquatica
03.2013 - 04.2016
Director, Culinary Operations
SeaWorld
02.2011 - 03.2013
Manager, Culinary Operations
SeaWorld
01.2002 - 01.2010
Associates Degree - Administration of Justice
Grossmont College