Cynthia Thurmon

Director of Operations - Restaurant Division, 04/2024 - Present.

• Directed the daily service and business operations of Blue Agave Mexican Food, Outpost American Tavern, and Nola Seafood and Spirits.
• Task-forced at Nola Seafood and Spirits to recruit, hire and train and stabilize the Management and service teams.
• Conducted instructor-led training for the management team on food and alcohol safety, wine, hospitality, and management.
• Led the completion and implementation of the Alliance Restaurant Group Employee Handbook
• Wrote and implemented the Alliance Restaurant Group Time and Attendance Policy

General Manager of Blue Agave, 11/2021 - 04/2024.

• Reworked specialty cocktail recipes, bringing the program cost down from 20% to 16%.
• Implemented recipe and costing system for cocktail pricing.
• Redesigned bottle club systems to improve service efficiency
• Enhanced brand activations for community engagement.
• Led property POS transition from DBS to Toast.
• Implemented systems and scheduling changes to realign labor costs.

Manager of Blue Agave, 02/2021 - 11/2021.

• Set and maintained CGS pars, and inventory system.
• Reconfigured staffing levels to accommodate a mid-pandemic 40% business spike, ensuring optimal service delivery and operational efficiency.
• Implemented periodic updates in four plan configurations and service steps to comply with evolving COVID-19 restrictions, ensuring safety and operational efficiency.
• Rewrote host training program and server steps to enhance hospitality.

• During the COVID lockdowns, I was laid off, which allowed me to both instruct and study wine classes online through private organizations. I also took on the role of caretaker for my grandmother, supporting her during her final days. Balancing these responsibilities was a challenging, yet rewarding, experience.

• Winner of The Master of Values and Practice Award
• Led daily Food and Beverage Outlet operations including a 134-seat celebrity Chef Restaurant and Main Bar, Whiskey Bar, Lounge and Seasonal auxiliary bars in a luxury hotel.
• Served as acting Department Head in absence of Restaurant General Manager for 11 months of tenure.
• Fostered performance-oriented environment focused on promoting team collaboration, personal accountability and recognition resulting in associate confidence score increase by 45%.
• Designed and implemented monthly new hire and on-going training classes in Service Culture, Service Standards, Beverage and Cuisine-increasing associate productivity and service quality.
• Partnered with the National Service Director in redesigning the Service Manual and training materials.
• Formalized operational systems and procedures by developing and introducing detailed job descriptions and side duties.
• Managed a team of 68 associates consisting: Managers, Supervisors, Sommeliers, Bartenders Servers and Host.

• Created curriculum for pre-opening and ongoing training for Front of House team.
• Wrote and facilitated 5-day pre-opening training workshops including: service culture, service steps, technical service, food and beverage training and alcohol safety.
• Achieved and Maintained 4.5 stars on Yelp and OpenTable and a 2.5 Star Review from the Washington Post.
• Monitored social media for feedback to manage guest relations and apply to service training opportunities.
• Standardized operational procedures including: Floor plans, station charts, sidework and maintaining side and coffee stations to health code standards.
• Managed daily operations and scheduling 25-member team including: Floor manager, servers bussers, runners, bartenders and hosts.

• Served on opening team of MGM National Harbor.
• Led original menu training material production.
• Wrote original Dining Room Steps of Service.
• Developed and presented restaurant culture and concept training.
• Designed original floor plans and station chart.
• Project lead for menu change including editing, training and printing production.
• Developed operating procedure for private dining events.
• Scheduled FOH to productivity goals.
• Managed daily operations of Marcus Restaurant and In- Room Dining.

Pinea

• Orchestrated Front of House training for Pinea opening.
• Wrote and constructed the original Pinea FOH service manual.
• Created the Pinea Front of House new hire training program.
• Conducted hotel-wide and departmental Service Culture, TIPs and Wine training.
• Directed monthly department meetings and daily pre-shift meetings.
• Departmental Startime Champion and GEI Champion.
• Micros Simphony property expert trained.
• Managed flow of service performs on-going quality checks and focused on guest recovery.
• Managed progressive discipline in accordance with the Local 25 CBA.

J&G Steakhouse

• Part of the pre-opening Management team that lead J&G to rank 4th in area's top 100.
• Up-held service standards of a celebrity-Chef Steakhouse with a 96 seat Dining Room 32 seat Wine Bar and 56 seat patio.
• Managed Wine and Beverage Program in accordance to Culinary Concepts Hospitality Group's standards.
  
• Original Payroll Administrator who developed currently use practices.
• Directed training program and Restaurant orientation for new hires.
• Used guests, management and team feedback as well as sales to develop ongoing training for FOH talent.
• Developed best practices for Guest Services as a Member of W hotel's GEI committee
• Teams with Back of House Management to ensure culinary standards
• Handled scheduling and payroll for 41 employees in accordance to the local 25 Union contract.
• Instrumental in daily labor tracking and control.
• Managed MICROS programming for menu updates hotel-wide.
• Conducted regular inventory of supplies.

• Managed daily operations of Bistro 525, The Federal City Bar, banquet breaks and breakfasts under 25 guests and In-Room Dining in a 267room Hotel.
• With a hands-on approach, divided time between the three Food and Beverage Outlets to ensure customer service.
• Led a team of 25 Front of the house employees.
• Revamped format of monthly department meetings to increase team building, communication and morale.
• Implemented initial and on-going service, food and wine training.
• Re-wrote manuals for each job classification to improve service standards.
• Took over inhouse printing of wine list and weekly inventory and wine storage.
• Partnered with the Executive Chef to select wine pairings for special menus.
• Attended banquet event order meetings and serves as a point of contact for in-house group leaders.
• Reviewed daily events, forecasting and in-house guest list to determine staffing needs and VIP Amenities.

• Managed dining room for "Top 100" chef-driven concept
• Lead front of the house and room service staff for a 75-80 seat independent restaurant in a business hotel.
• Teamed with hotel's catering and sales manager and oversaw banquet staff.
• Assisted guest in menu, wine selection and planning for large parties and restaurant buyouts.
• Handled ordering and inventory control for non-alcoholic beverages, breads, pastries and FOH supplies.
• Hired, trained, scheduled and controlled daily labor tracking of FOH team.

• Managed dining room and front of the house staff for an upscale 180-seat restaurant.
• Handled hiring, training and daily labor tracking.
• Oversaw guest service and handles complaints.
• Assisted in inventory control for front of the house supplies.
• Accountable for cash drawers and deposits.
• Planned large meetings and banquets.
• Represented the restaurant on the 600 Watergate building's emergency and safety board.
• Assisted in menu development.