Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Volunteer

Douglas Wan

Millbrae,CA

Summary

I build and develop highly engaged, performing teams by focusing on culture, leadership, and strategic thinking, which resulted in an increase in sales and profit while at the same time fulling guest and team satisfaction. Once leaders have great vision, engagement, and accountability, talent will join, and culture will grow. Overall company and team member performance improve.

I have worked on different concepts which broadened my mind and understand how to lead in a wide range of environments, cultures, economic challenges, and performance areas.

I have extensive experience turning around underperforming stores which results in long-lasting results.

Overview

14
14
years of professional experience
1
1
Certificate

Work History

Assistant General Manager

Lazy Dog Restaurant & Bar
San Mateo, CA
05.2021 - Current
  • Resolved problems promptly to elevate customer approval.
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Mentored and motivated team members to achieve challenging business goals.
  • Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
  • Delivered full-scale business strategies resulting in increased customer satisfaction and operational enhancement.
  • Managed team schedule with an eye for coverage needs and individual strengths.
  • Boosted yearly profits through process optimization and improved training.

Assistant Operating Partner

P.F.Changs
Palo Alto, CA
09.2018 - 05.2021
  • Managed effective customer service and quality assurance programs to protect business reputation.
  • Set and implemented promotional strategies to drive business growth.
  • Provided outstanding service to all individuals, promoting effective and lasting business relationships.
  • Determining appropriate financial goals and administering budgets to control expenses.
  • Recruited and hired qualified candidates to fill vacancies.
  • Directed training and retraining of employees to boost performance and enhance business results.

AGM (KM/Bar Manager)

Red Robin Gourmet Burgers And Brew (Training Unit)
San Mateo, CA
06.2012 - 09.2018
    • Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
    • Conducted orientation sessions and organized on-the-job training for new team members, and new managers for the region.
    • Coordinated ongoing technical training and personal development classes for staff members.
    • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
    • Maximized customer service by training staff, overseeing operations, and resolving issues.
    • Evaluated the success of training programs and recommended improvements to upper management to enhance effectiveness.
    • Kept alcoholic beverages well-stocked and organized to meet expected demands.
    • Adhered to state laws regarding alcoholic beverage services and customer regulations.
    • Improved customer service rankings by resolving issues quickly and accurately.
    • Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.

Assistant General Manager (Bar)

Chevys Fresh Mex
San Francisco, CA
05.2009 - 06.2012
  • Resolved problems promptly to elevate customer approval.
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Managed team schedule with an eye for coverage needs and individual strengths.
  • Mentored and motivated team members to achieve challenging business goals.
  • Motivated, trained and disciplined employees to maximize performance.
  • Cultivated performance-based culture based on individual accountability, goal attainment, and team achievement.
  • Managed team schedule with an eye for coverage needs and individual strengths.
  • Boosted yearly profits through process optimization and improved training.

Manager

California Pizza Kitchen
San Mateo, CA
06.2008 - 05.2009
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Evaluated employees' strengths and assigned tasks based on experience and training.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge, and customer demands.
  • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.

Education

MBA -

University of Oregon
Eugene, OR

BBA -

University of Wisconsin
Whitewater, WI

Skills

  • Strategic Leadership
  • Culture Developer
  • Culture Champion
  • FinancialControl/Budgeting
  • GuestTrends and Customer Service
  • Records Organization and Management
  • Department Oversight
  • Business Leadership
  • Sales Tracking
  • Training and Development Skills
  • Team Leadership Expertise
  • Restaurant Operation

Accomplishments

  • Awarded AGM of the Year 2015
  • Received the Manager of the Quarter(5 times)
  • #1 Increase in Sales for Catalina Restaurant Group 2007
  • 3 Silver and 1 Gold Awards for Top Profit 2005-2007
  • Awarded the Best Service for the Year by Mountain Democrat 2007

Certification

ServeSafe Food

ServeSafe Alcoholic

Languages

Chinese (Cantonese)
Full Professional

Timeline

Assistant General Manager

Lazy Dog Restaurant & Bar
05.2021 - Current

Assistant Operating Partner

P.F.Changs
09.2018 - 05.2021

AGM (KM/Bar Manager)

Red Robin Gourmet Burgers And Brew (Training Unit)
06.2012 - 09.2018

Assistant General Manager (Bar)

Chevys Fresh Mex
05.2009 - 06.2012

Manager

California Pizza Kitchen
06.2008 - 05.2009

MBA -

University of Oregon

BBA -

University of Wisconsin

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Douglas Wan