Diane Ayers
General Manager
Hollywood,FL
Summary
Poised, competent and versatile hospitality industry professional with 20+ years of comprehensive knowledge and capabilities in all aspects of the FOH & BOH operations including staffing, training, motivation of personnel, budgeting, labor control, food & bev sourcing and purchasing, inventory and inventory control, concession stands, menu planning, special events planning, ambience setting, catering/banquet events (on & off premise). Able to gracefully thrive in a deadline driven environment. Seasoned ability to communicate with personnel and guests from different backgrounds and on all levels while maintaining both professionalism and a sense of humor while under pressure. The ultimate guest ambassador
Overview
26
26
years of professional experience
Work History
General Manager
Quarterdeck Seafood Restaurant
Fort Lauderdale , Florida
11.2013 - 10.2021
- Direction & Operation; annual sales over $3.5 million
- 40+ employees: Responsible for both FOH & BOH employees
- Food & beverage (both alcoholic & non) sourcing, purchasing and quality control
- Assures all standard operating procedures for revenue and cost control are in place and consistently used
- Research development of new products to analyze the cost/profit of new products
- Menu tastings, changes and updates
- Develop and implement policies and procedures for food and beverage departments
- Weekly vendor price comparisons on commodity items; advise Chefs on purchasing choices
- Monthly declining budgeting
- Create spreadsheets for financial objections working hand-in-hand with accounting
- P&L review and analysis
- Beverage surveys
- F&B Inventories (monthly and mid-month when required)
- Facility audits
- Banquet, catering & special event co-ordination
- Food tastings/samplings off premise (marketing)
- Guest relations
- Issue and tack complimentary gift certificates (guest satisfaction, donation and trade)
- Hire, train & motivate staff
- Staff evaluations, counseling & and period reviews
- Committee leader for development & updates of operations manual of company policies & procedures and employee handbook h
General Manager
The Historic Downtowner
Fort Lauderdale , FL
01.2022 - 01.2023
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Managed budget implementations, employee evaluations, and contract details.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Formulated policies and procedures to streamline operations.
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Director of Operations
Rapoportsrg
Boca Raton, FL
01.1997 - 02.2012
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Defined, implemented, and revised operational policies and guidelines.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Developed systems and procedures to improve operational quality and team efficiency.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reported issues to higher management with great detail.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Wine and Spirits Sales Consultant
Southern Wine & Spirits
North Miami Beach, FL
02.2003 - 02.2004
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to build rapport and loyalty.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Listened to customer needs and desires to identify and recommend optimal products.
Education
High School Diploma -
Franklin High School
Somerset, NJSkills
Staff Scheduling
Budgeting
Inventory management
Marketing and advertising
Performance improvement
Food plating and presentation
Food preparation and safety
Recipes and menu planning
Operations management
Order delivery practices
Passion for customer satisfaction
Inventory control and record keeping
Natural leader
Timeline
General Manager
The Historic Downtowner
01.2022 - 01.2023
General Manager
Quarterdeck Seafood Restaurant
11.2013 - 10.2021
Wine and Spirits Sales Consultant
Southern Wine & Spirits
02.2003 - 02.2004
Director of Operations
Rapoportsrg
01.1997 - 02.2012
High School Diploma -
Franklin High School