Crystal Mitchell
General Manager
Dallas,TX
Summary
Diligent Operator/Director with extensive experience overseeing daily operations across multiple units, ensuring optimal efficiency and productivity. Proven track record of streamlining processes and enhancing team performance through effective leadership and strategic planning. Bilingual transformational leader dedicated to fostering a strong organizational culture while adhering to brand standard operating procedures. Committed to continuous improvement and mastery, consistently seeking innovative solutions to elevate operational execution.
Overview
27
27
years of professional experience
Work History
General Manager of Operations
The One Group - Kona Grill/RA Sushi
06.2024 - Current
- Streamlines operational processes to enhance efficiency and reduce costs across multiple locations.
- Develops training programs to enhance staff performance and ensure adherence to operational standards.
- Implements inventory management systems, optimizing stock levels and reducing waste significantly.
- Analyzes operational data to identify trends, informing strategic decision-making for resource allocation.
- Fosters a culture of continuous improvement, encouraging team input on process enhancements and innovation.
- Coordinates with marketing teams to align promotions with operational capabilities, boosting sales during peak periods.
- Establishes key performance indicators (KPIs) to measure success and drive accountability across operational units. Has taken Kona Grill Dallas from a lower performing location to a high performing well recognized position in my first year.
- Enhances customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives to produce a seamless memorable experience Vibe Dining.
- Manages budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Establishes a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures with a vigilant focus on the growth and development of me team.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Established standard operating procedures that enhanced employee performance while adhering to brand standards.
- Ensures compliance with industry regulations, company policies, and best practices within all areas of operation.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships while earning the "Most Beverage Growth" recognition for 2025.
- Optimized supply chain efficiency through vendor negotiations, inventory control measures, and streamlined logistics processes.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Championed change management initiatives to facilitate seamless transitions during organizational restructuring or process improvements.
- Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
- Increased employee retention rate by creating professional development programs.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Increased profit by streamlining operations.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Developed and executed strategic plans for increased productivity, profitability, and overall business growth.
General Manager of Operations
Sambuca Houston
05.2022 - 05.2024
- Streamlined operational processes to enhance efficiency and reduce costs across multiple locations.
- Executed daily operations for a multi-unit, multi-million-dollar company, with a 30-year-old concept. Our concepts range from Sambuca Restaurant and Lounge, a live music dinner venue, Lawless Spirits and Kitchen, prohibition style bar, and The Crystal Ballroom that caters events of up to a 400 person head count.
- Review and approve all schedules, ensuring hourly expectations are met and prevention of over time.
- Implemented inventory management systems, optimizing stock levels and reducing waste significantly.
- Led cross-functional teams in executing strategic initiatives, improving overall service delivery and customer satisfaction.
- Decreased inventory loss by 35% in 3 months’ time.
- Developed training programs to enhance staff performance and ensure adherence to operational standards. While Training and Developing at all levels of employment, ranging from hourly positions – upper management.
- Vendor management and maintaining relationships.
- Approve and Manage Facility Maintenance and repairs through bid comparisons to assist in maintaining a safe workplace while protecting the integrity of such a historic landmark.
- Assist in the execution of catering events booked by major corporations, as well as private events including proposals, receptions, weddings, and legal firm Happy Hour parties.
- Assist and drives Concierge/PR Program
- Analyzed operational data to identify trends, informing strategic decision-making for resource allocation.
- Established key performance indicators (KPIs) to measure success and drive accountability across operational units.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established standard operating procedures that enhanced employee performance.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Championed change management initiatives to facilitate seamless transitions during organizational restructuring or process improvements.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Increased profit by streamlining operations.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
General Manager of Operations
East Hampton Sandwich Company
06.2020 - 05.2022
- Runs daily operations for a new fast casual dining concept with $2 million in annual revenue. Oversees profit growth and opportunities for a counter service concept, while generating new sales through booking large volume catering events for local businesses. Ensures guest service standards and procedures are delivered to every guest every time.
- Daily emphasis on P&L while constant monitoring of COGs
- Managed budgeting and financial forecasting to optimize resource allocation.
- Oversaw daily operations to enhance efficiency and guest satisfaction.
- Developed and implemented strategic marketing initiatives to increase brand visibility.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Coordinated vendor relationships to ensure quality product supply and cost management.
- Facilitate new menu roll outs, while training all staff on new recipes and builds to ensure quality and presentation of new items are not compromised.
- Facilitates all hiring and cross training of FOH/BOH staff.
- Training and developing AGMs, managers, shift leads, and hourly team members.
- Controlling all food, alcohol, and supplies purchases to achieve monthly goals.
- Implemented inventory control systems to reduce waste and improve profitability.
- Displays a sense of ownership and makes decisions as if the restaurant was my own.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Investigates and resolves customer complaints regarding food quality, service, and accommodation.
- Formulated policies and procedures to streamline operations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- I am a student of my craft and acknowledge that I am on a constant journey towards mastery, open to continuous learning and always seeking a better way to execute.
Assistant General Manager
Chuy’s Fine Tex Mex
08.2013 - 04.2020
- Well-rounded manager responsible for daily operations for a full-service restaurant serving fine Tex Mex. This Austin Based Brand generates an annual revenue of $400 million. Though this concept is a unique, quirky environment that emulates the Austin vibe, strives to live the culture by paying close attention to perfecting the dining experience through detailed hands-on training and development.
- 100% TABC and Food Handler Certification Compliance
- Led daily operations, ensuring compliance with health and safety regulations.
- Daily emphasis on P&L while constant monitoring of COGs
- Overseeing department in charge of organizing and executing catering and marketing events
- Managed staff scheduling, optimizing labor costs while maintaining service quality.
- Assists in building community relationships through Local Strategic Marketing Plans
- Facilitates training all staff on new recipes and builds to ensure quality and presentation to protect integrity of our scratch recipes.
- Prides myself in training, developing, and coaching internal promotes, and hourly team members.
- Developed training programs for new hires, enhancing team performance and customer satisfaction.
- Controlling all food, alcohol, and supplies purchases to achieve monthly goals.
- Expertise in Front of House management as well as Kitchen experience.
- Organizes corporate fundraisers producing competitive numbers in the market.
- Controls flow and operations of business that is generating up to $100K a week.
- Proficient knowledge of Word, Excel, Outlook, and Teams
- Expert level ability to navigate and resolve vendor/guest/team member issues.
- Strong knowledge and attention to detail on back of house operations including staff supervision, inventory control, and service.
- Collaborate with management and leadership teams, tackle problems and achieve goals.
- Strong drive to produce results to meet financial objectives.
- Provides excellent quality and presentation of all food to guests.
- Implements and verifies systems are followed to ensure food health safety and regulation is complying.
- Routinely monitors equipment operation/maintenance
- As the Charity Champion, I Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth while spearheading programs that gave back to our local community.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Collaborated with other department managers on cross-functional projects, fostering a cooperative atmosphere that drove overall organizational success.
- Initiated local marketing campaign, increasing foot traffic and sales.
- Managed scheduling and payroll, optimizing labor costs while maintaining staff satisfaction.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Assistant General Manager
Chili’s Grill & Bar
10.2011 - 08.2017
- Experienced operator qualified by 5 years in a full dining setting. Top 10 ranked manager in Texas based on a scorecard of 8 matrix. Contributed to the success of being one of the top ranked locations in the region.
- FOH Manager, Bar Manager, Area Training Manager, Supplies Manager, Give Back Event Champion, Comps, AVT, I9s, All Food and TABC Certifications, Inventory, Guest Relations
- Responsible for hiring and development of all FOH/BOH staff members.
- Successfully put systems in place within 30 days and sustained them 100% to hit area and brand goals.
- Recognized for high standards of cleanliness and organization.
- Top performer in 3rd party audits for health department with 90% scores.
- Executed daily business functions, set standards through pre-shift meetings.
- Leader in the area concerning the percentage of Guest’s Intent to Return
- Top 10% performer in each quarterly company focus.
- Won company led contests that were in place to drive liquor, beer, and wine sales.
- Lead area in lowest turnover.
- Consistently assisted in increasing Year over Year sales
- Accurately forecasted sales and controlled labor each week with 0% OT expectations
Training Captain, Bartender, Grand Opening Team, Promo Team, Marketing, Server
Hooters- Texas Wings
10.1998 - 03.2004
- Reduced miscommunications between departments by conducting cross-departmental trainings leading up to major events such as Grand Openings.
- Designed engaging and interactive presentations, ensuring all staff members were well-prepared for Grand Opening events.
- Coordinated logistics for training sessions, including scheduling, materials preparation, and venue setup.
- Ensured smooth transitions into new roles post-Grand Opening through continuous support, follow-up training sessions and progress assessments.
- Facilitated workshops and seminars to promote continuous learning and development.
- Developed assessment tools to evaluate training effectiveness and learner progress.
- Collaborated with department heads to identify training needs and align objectives.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Developed training handbooks, computer tutorials and reference materials.
- Developed lesson plans, instructional materials and written practice tests for Liquor, Beer, and Wine Knowledge and Health Safety training courses.
- Grand Opening Team, responsible for assisting in the training of all new staff and opening of multiple new locations.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Supported the professional development of fellow trainers by providing constructive feedback and sharing insights on effective teaching methodologies.
- Assisted in the development of customized e-learning modules, allowing employees to access essential information remotely when necessary.
- Participated in several marketing events involving the Toyota Center, Houston Livestock Show and Rodeo, and the famous Hooter Girl Calendar.
- Participated in charity events that partnered with Texas Children’s Hospital.
- Through my tenure was given the opportunity to audition for and appear on the show “Fear Factor”
Education
Associates - Business/Hospitality
University Of Houston
Houst, TX01.2000
Skills
- Data Analysis
- Project Planning and Management
- Recruiting
- Strategic Planning
- Time Management
- Training and Development
- Account Management
- Financial Analysis
- Creativity
- Leadership
- Organization
- Problem solving
- Teamwork
- Restaurant365 Experience
- Business Minded
- Ability to Manage Change
- Customer Service
- Manager Development
- Results Oriented
- Resourceful
- Brand Ambassador
- Teaches and Maintains Culture
- Analyze Shrinkage/Develop Alleviating Procedures
- Problem Solving
- Operations management
- Staff development
- Business analysis
- Logistics management
- Inventory management
- Team leadership
- Schedule management
- Strategic planning
- Customer service
- Financial management
- Goal setting
- Business development
- Inventory control
- Contract administration
- P&L management
- Data analysis
- Customer retention
- Revenue generation
- Performance evaluations
- Data management
- Cost reduction
- Operations oversight
- Assignment delegation
- KPI tracking
- Process improvements
- Delegation
- Program administration
- Change management
- Problem-solving
- Employee relations and conflict resolution
- Planning and implementation
- Project planning and development
- Operational efficiency
- Organizational management
- Maintaining compliance
- Policies and procedures implementation
- Health and safety compliance
- Sales presentations
- Superb time management skills
- Client relations
- Customer relationship management
- Invoice processing
- Process flows
- MS office
- Social media marketing
- Unsurpassed work ethic
- Process improvement strategies
- Budget development and management
- Performance monitoring
- Crisis management
- Complex problems analysis
- Logistics oversight
- Budgeting and forecasting
- Emergency response
- Building and facility management
- Market research
- Sales background
- Onboarding and orientation
- Production
- Purchasing and procurement
- Marketing
Accomplishments
- Earned the “Most Beverage Growth” Award in 2024 for Taking Kona Grill Dallas to a 4 time first place award winning team. Making us owner of the "Best Margarita" in the 4 cities in the Dallas Metroplex.
Languages
Spanish
Professional Working
Interests
- Outdoor Recreation
- Volunteering for community initiatives to give back to local communities and make a positive impact
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Documenting and sharing travel experiences
- Cooking
- DIY and Home Improvement
- Dancing
- Horseback Riding
- Playing Sports
- Learning new cooking techniques and expanding my culinary skills
- Fundraising Events
- I participate in a variety of outdoor recreational activities
- Strategy Games
- Gym Workouts
- Volunteering
- Fashion and Style
- I enjoy helping others and giving back to the community
- Passionate about balancing physical health with mental and emotional wellness
- I like trying new recipes and food trends
- Kayaking
- Road Trips
Timeline
General Manager of Operations
The One Group - Kona Grill/RA Sushi
06.2024 - Current
General Manager of Operations
Sambuca Houston
05.2022 - 05.2024
General Manager of Operations
East Hampton Sandwich Company
06.2020 - 05.2022
Assistant General Manager
Chuy’s Fine Tex Mex
08.2013 - 04.2020
Assistant General Manager
Chili’s Grill & Bar
10.2011 - 08.2017
Training Captain, Bartender, Grand Opening Team, Promo Team, Marketing, Server
Hooters- Texas Wings
10.1998 - 03.2004
Associates - Business/Hospitality
University Of Houston