Derrell Washington
Raleigh,NC
Summary
Dynamic Catering Manager with a proven track record at Thompson Hospitality, excelling in client satisfaction and customized event planning. Skilled in cost estimation and staff training, I foster teamwork and collaboration, achieving increased client retention through exceptional service. Committed to maintaining high-quality standards and a safe work environment. 4 1/2+ years as a Front of the house manager in 5 star fine dining establishment, skilled provider of expanded attendance figures and increased diner satisfaction, seasoned Restaurant General Manager with 2 1/2+ years utilizing my leadership skills at a high-traffic fast food chain combining to a totally of 13+ years in the restaurant industry. I'm a self-motivated and passionate Customer Service Manger with 17+ years of customer service experience. Proven ability to develop teams and inspire a performance driven culture. Knowledge of systems, methods and processes that contribute to great execution. Stable working history which demonstrates upward career progress eager to showcase my skills and fine dining experience. My management style focuses on positive staff experiences and retention, loyal customer bases, and exacting efficiency in a team environment. Seeking an opportunity to utilize my advanced Customer Service, FOH/BOH skills and ability to manage diverse teams at an artistically expressive, acclaimed establishment. Authorized to work in the US for any employer.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Catering Manager
Thompson Hospitality, Tuskegee University
Raleigh, NC
06.2024 - Current
- Oversees all aspects of catering, including menu planning, event execution, and ensuring client satisfaction, while also managing food and supply orders and maintaining financial control.
- Successfully managed a diverse range of events including weddings, corporate functions, and special occasions, consistently exceeding client expectations.
- Oversee the reparation of the venue for events including setting up tables, chairs, serving stations, and following food safety protocols and regulations.
- Coordinated with event planners for floor and table layouts, guest numbers, and overall catering needs.
- Manage and train catering staff, ensuring they provide excellent service and maintain high standards
- Ensure financial control over product usage and adherence to budgets. Maintain accurate records of costs for catering services.
- Support high client satisfaction and foster positive associate relations. Help achieve both company and client financial goals.
- Met with clients to outline desired goals and prepared quotes for overall catering costs.
- Developed comprehensive event proposals that clearly outlined deliverables, timelines, budget requirements based on client input.
- Achieved increased client retention rates by providing exceptional customer service throughout the event planning process.
- Collaborated with clients to create customized menus tailored to their specific preferences and needs.
- Maintained a safe work environment by enforcing proper food handling procedures and adhering to health department regulations.
- Conducted post-event evaluations with clients, identifying areas for improvement and implementing changes accordingly.
Front of House Manager
Sullivan’s Steakhouse
Raleigh, NC
07.2022 - 06.2024
- Resolved guests complaints while maintaining positive customer environment.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Addressed guest concerns and resolved all issues to guests' satisfaction.
- Performed cash handling activities and secured nightly bank deposits.
- 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.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Emphasized guest satisfaction during departmental meetings and focused on continuous improvement. Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Collaborated with chefs to create seasonal menus and promotional offers.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Verified prepared food met standards for quality and quantity before serving to customers. Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
PM General Manager
Cookout
Apex, NC
04.2020 - 07.2023
- Duties consist of being a hands on manager, working side by side with the team strengthening teamwork and customer service, creating an amazing visit for every customer
- Ability to lead a great team in a fast-paced environment running all aspects of a high-volume restaurant business Coaching and training a large team
- Responsible for the daily processing of all forms of tender, reconciling returned register bags and petty cash funds, and preparing daily deposits
- Optimizing profits by controlling costs
- Follow all appropriate health code and local jurisdiction food handling requirements, maintain food safety certifications, and model exemplary food health safety practices to employees
- Create a professional atmosphere that sustains top employee safety standards and provides guidelines to personnel to eliminate hazards and dangers in the workplace.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Identified plans and resources required to meet project goals and objectives.
Assistant General Manager
Banana Republic
Durham, NC
03.2018 - 04.2020
- Enhanced store appearance by regularly updating displays, arranging merchandise, and maintaining cleanliness.
- Conducted regular audits of inventory levels to minimize shrinkage losses and maintain optimal stock availability.
- Achieved monthly sales targets consistently by motivating staff and implementing strategic promotions.
- Analyzed sales trends regularly for informed decisions on pricing adjustments or promotional offers leading to consistent revenue growth.
- Addressed customer complaints promptly, ensuring resolution and minimizing negative impact on the business.
- Built a high-performing team through recruitment, training, and ongoing coaching of staff members.
- Championed diversity initiatives within the workplace culture, resulting in an inclusive environment attracting top talent from various backgrounds.
- Utilized data-driven decision-making processes to optimize staffing levels during peak hours for maximized sales potential.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted customers in finding items that met their needs while also making recommendations based on current trends or popular styles within the industry.
- Collaborated with upper management to develop successful promotional campaigns and seasonal events.
- Maintained a clean and organized store environment, ensuring a positive shopping experience for customers.
- Developed a loyal customer base through exceptional service, fostering long-term relationships with clients.
Restaurant Manager
Chima Brazilian Steakhouse
Charlotte, NC
02.2015 - 03.2018
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Fostered an inclusive atmosphere with open communication channels for all employees to voice concerns or suggestions freely.
- Enhanced team performance by leading weekly training sessions focused on customer service excellence and menu knowledge.
- Monitored daily operations to ensure seamless service delivery, addressing any issues promptly.
- Cultivated strong team culture, organizing team-building activities that improved morale and teamwork.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Server/Resturant Manager
Olive Garden
Raleigh, NC
10.2012 - 02.2015
- Took orders, presented and explained specials, offered information, and made suggestions while up- selling gourmet items on the menu
- Up-sold wines, liquors, and five course meals with professional appearance and mannerism
- Maintained clean and sanitary work areas and tables
- Followed proper plate presentation and garnished set up details
- Multitasking in order to serve the needs of various diners at the same time
- Interacting sufficiently with customers to build goodwill and attend to their needs.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Led and directed team members on effective methods, operations, and procedures.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Reconciled cash and credit card transactions to maintain accurate records.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
Customer Service Manager
Walmart
Cary, NC
08.2008 - 10.2012
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Server/Kitchen Staff
Mamma Dips Kitchen
Chapel Hill, NC
06.2005 - 08.2008
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
Education
Counseling Psychology
North Carolina A&T State University
Greensboro, NCSkills
- Catering coordinator
- Quality Standards
- Cost Estimation
- Corporate Regulations
- Supply Ordering and Management Delegating Assignments and Tasks Staff Scheduling
- Mentoring
- Teamwork and Collaboration
- Labor and Overhead Cost Estimation Maintaining Clean Work Areas
- Shift Checklists
- Resolving Disputes
- Employee Performance Evaluations Quality Improvement Leadership
- Service Prioritization
- Restaurant Operation
- Fire Safety Regulations
- Staff Supervision
- Calm and Pleasant Demeanor
- Coaching and Training
- Managing Reservations and Large Parties
- Policy Enforcement
- Hygiene standards
- Recruitment and hiring
- Delegating Assignments and Tasks
- Front of House Management
- Operations Management
- Budget Administration
- Safe Food Handling
Certification
Food Handler Certification ServSafe
Timeline
Catering Manager
Thompson Hospitality, Tuskegee University
06.2024 - Current
Front of House Manager
Sullivan’s Steakhouse
07.2022 - 06.2024
PM General Manager
Cookout
04.2020 - 07.2023
Assistant General Manager
Banana Republic
03.2018 - 04.2020
Restaurant Manager
Chima Brazilian Steakhouse
02.2015 - 03.2018
Server/Resturant Manager
Olive Garden
10.2012 - 02.2015
Customer Service Manager
Walmart
08.2008 - 10.2012
Server/Kitchen Staff
Mamma Dips Kitchen
06.2005 - 08.2008
Counseling Psychology
North Carolina A&T State University