Douglas Marsden
Jacksonville,FL
Summary
Accomplished professional with an extensive background in hospitality and customer service. Proven record of exceeding customer expectations and driving profitability. Skilled in leading teams, managing budgets, and overseeing daily operations. Adept at leveraging industry trends and technology to maximize customer satisfaction.
Professional managerial candidate with deep understanding of operational excellence and team leadership. Proven ability to drive growth and enhance productivity through strategic planning and effective resource management. Emphasizes collaboration and adaptability to meet organizational goals, showcasing excellent problem-solving and decision-making abilities.
Overview
19
19
years of professional experience
1
1
Certification
Work History
General Manager
Majors Management - Hop In Travel Plaza
12.2024 - Current
- Led operational strategies to enhance productivity and streamline processes across multiple departments.
- Developed and implemented performance metrics to drive team accountability and improve service quality.
- Fostered a culture of continuous improvement by mentoring staff on best practices and operational efficiencies.
- Directed budget management, ensuring optimal allocation of resources to achieve strategic objectives.
GENERAL MANAGER
Daily's
04.2023 - 12.2024
- Built and maintained relationships with vendors and suppliers.
- Recruited team members to maintain adequate staffing levels.
- Provided coaching and mentoring support for employees at all levels of the organization.
- Developed strategies to improve operational efficiency, reduce costs and maximize profitability.
- Implemented strategic initiatives that improved overall customer satisfaction and retention rates.
- Directed daily operations to enhance efficiency and streamline processes across all departments.
OPERATIONS MANAGER
Love's Travel Center
06.2021 - 02.2023
- Resolved customer issues quickly and professionally while maintaining high customer satisfaction ratings.
- Managed the daily operations of multiple departments to maximize efficiency.
- Developed talented team, participating in hiring, coaching, and performance management processes.
- Established operational policies, procedures, standards, and objectives in alignment with organizational goals.
GENERAL MANAGER
Enmarket
09.2020 - 07.2021
- Provided coaching and mentoring support for employees at all levels of the organization.
- Managed profit goals against budget and prior year, keeping controllable costs within budget.
- Established and monitored KPIs to optimize company performance.
- Implemented and maintained open-door communication system, reaching employees across department lines.
GENERAL MANAGER
Columbia Health & Wellness Center
12.2018 - 08.2020
- Provided coaching and mentoring support for employees at all levels of the organization.
- Used customer feedback for improving operations and building brand loyalty.
- Managed profit goals against budget and prior year, keeping controllable costs within budget.
- Assessed team member performance through formal reviews leading to promotions or terminations as necessary.
PRODUCTION SUPERVISOR
Tyson Foods
07.2017 - 12.2018
- Supervised a team of 40+ workers in the production process by providing guidance and feedback.
- Implemented and enforced policies, procedures, and processes to ensure production efficiency and accuracy.
- Evaluated employee performance, providing feedback and coaching as needed.
- Trained team members in equipment operation and proper use of PPE.
RESTAURANT OWNER/OPERATOR
Ye Olde Lady & Pint Pub
06.2015 - 03.2017
- Recruited, trained, and supervised staff members while creating a positive work environment.
- Ensured compliance with health codes and safety regulations within the restaurant facility.
- Monitored food preparation and presentation to enforce adherence to portion sizes and quality standards.
- Kept accurate records in compliance with sanitation and food service requirements.
GENERAL MANAGER
Pilot Travel Centers
08.2012 - 06.2015
- Provided clear direction and set priorities for accomplishing desired actions and results.
- Maintained product and service quality standards by conducting ongoing evaluations and investigating complaints.
- Oversaw budgeting activities, monitored expenses and analyzed variances from plan.
- Reviewed financial statements, sales reports, and other performance data to measure productivity.
- Facilitated open communication between departments to improve collaboration among teams.
RESTAURANT GENERAL MANAGER
Applebee's
10.2006 - 11.2011
- Managed staff recruitment, training, scheduling, payroll, performance reviews and disciplinary actions.
- Resolved customer complaints quickly and effectively while maintaining excellent customer service standards.
- Provided leadership in developing a positive team environment that encourages creativity, productivity and morale.
- Ensured compliance with all applicable laws and regulations regarding food safety, sanitation and labor management standards.
Education
Longview Community College
Lee's Summit, MOSkills
- Collaborative team development
- Customer engagement strategies
- Staff Training and Development
- Labor Cost Controls
- Inventory Control
- Financial performance management
Certification
Certified Food Safety Manager
Timeline
General Manager
Majors Management - Hop In Travel Plaza
12.2024 - Current
GENERAL MANAGER
Daily's
04.2023 - 12.2024
OPERATIONS MANAGER
Love's Travel Center
06.2021 - 02.2023
GENERAL MANAGER
Enmarket
09.2020 - 07.2021
GENERAL MANAGER
Columbia Health & Wellness Center
12.2018 - 08.2020
PRODUCTION SUPERVISOR
Tyson Foods
07.2017 - 12.2018
RESTAURANT OWNER/OPERATOR
Ye Olde Lady & Pint Pub
06.2015 - 03.2017
GENERAL MANAGER
Pilot Travel Centers
08.2012 - 06.2015
RESTAURANT GENERAL MANAGER
Applebee's
10.2006 - 11.2011
Longview Community College
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