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
undefinedTimeline
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