ERTZLENN ANDRE
Los Angeles,California
Summary
A dynamic, result-oriented Bar & Restaurant Manager offering focused leadership to drive sales and profitability in highly competitive markets. Noted for outstanding communication skills, both with guests and staff; resolves problems quickly and equitably to ensure happy customers and happy employees. Talented Assistant General Manager adept at streamlining operations and increasing performance to maximize business success. Experienced Assistant General Manager proficient in financial administration and inventory management. Highly effective at motivating, training exceptional teams. Skilled Operation Manager with solid experience managing all levels of multiple projects including budgeting and administration. I have spent the last 20 years in Customer service, in an industry that is All about customer service. Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents. Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.
Overview
23
23
years of professional experience
Work History
Assistant General Manager of Operations
3rd Base Bar & Grill
Los Angeles, CA
04.2023 - Current
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Monitored staff performance and addressed issues.
- Recruited and hired qualified candidates to fill open positions.
- Assessed product stock and monitored monthly inventory control for corrective action planning to eliminate expenses.
- Developed, implemented, and updated departmental policies and procedures to meet business objectives and goals.
- Assessed sales reports, activity reports and financial statements to measure productivity and goal realization.
- Coached employees to work together to carry out daily functions and meet service objectives.
- Directed team members to provide exceptional service to guests and vendors, maintaining professional relationships of established business.
- Monitored new employees, evaluated training programs and reported progress to supervisors.
- Assisted with interviewing and hiring of employee team members with appropriate skills.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Coordinated meetings with vendors and negotiated contract terms.
- Motivated employee performance and satisfaction through fair evaluation, process review and mentoring.
- Communicated clear action plans to optimize results and successfully execute operational activities.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Delegated work to staff, setting priorities and goals.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Floor Manager
Cabo Cantina
Hollywood, California
11.2016 - 11.2022
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability
- Completed inventory purchases and oversaw restocking
- Motivated, trained and disciplined employees to maximize performance
- Enforced quality assurance protocols to deliver ideal customer experiences
- Resolved problems promptly and effectively to elevate customer approval
- Handled cash in an accurate manner and prepared deposits.
- Managed store opening and closing procedures to optimize store readiness and maintain strict financial controls.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Managed inventory and stock levels in coordination with purchasing and receiving department.
- Delegated tasks appropriate to individual employees to provide development opportunities.
- Organized and updated schedules to optimize coverage for expected customer demands.
Floor Manager
The Parlor Hollywood
Hollywood, California
09.2015 - 06.2016
- Managed full team schedule to maintain adequate coverage
- Oversaw supply restocking, area cleaning and product organization
- Worked with the management team to implement the proper division of responsibilities
- Responded to customer concerns with friendly and knowledgeable service.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality, and conformance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Manager/Bartender
Couture
Los Angeles, CA
01.2013 - 08.2015
- Manage and direct general nightclub/lounge operations
- Purchase/control inventory with attention to budget guidelines
- Perform all duties/tasks related to bartending and provide seamless beverage service when bartending
- Supported Chief Operating Officer with daily operational functions.
Manager
The Parlor
Los Angeles, CA
04.2011 - 06.2013
- Manage and direct general sports lounge operations
- Balance service with costs to ensure profitability
- Promote guest satisfaction for steady repeat business
- Coach/schedule servers and bartenders to maximize levels of performance
- Monitor BOH for consistent sanitation, food quality and presentation
- Reduced risk by ensuring safety compliance adherence
- Reduced workflow inconsistencies while recruiting, interviewing and hiring new staff members.
General Manager
Touch
New York, NY
06.2008 - 04.2011
- Increased profits 35% per month
- Managed all merchandising, replenishment and inventory decisions to drive growth
- Recruited and trained 4 internal candidates for potential management role opportunities
- Worked with support teams to resolve issues with product, service or accounting areas
- Delivered customized and effective solutions to clients that met unique demands.
General Manager
Lot 61
New York, NY
06.2001 - 06.2004
- Promoted from Bar-back, to Bartender, to Floor Manager to General Manager within two years
- Managed and directed day-to-day running of the restaurant/lounge
- Increased profits by 23% per month.
Manager
El Centro
Dallas, TX
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Streamlined communication channels, improving information flow and decision-making speed.
- Directed recruitment, hiring, and training of new staff members.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Monitored staff performance and addressed issues.
- Enhanced team engagement and performance with daily updates and informational meetings.
- Placed new inventory orders and oversaw correct restocking procedures to maintain operational output.
- Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
- Oversaw payroll preparation and administration for staff.
- Managed store cash intake with high accuracy and prepared daily bank deposits.
- Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
- Motivated and led team members to work together to achieve targets.
- Controlled business inventory to keep numbers beneath targets through expert oversight and usage monitoring.
- Developed and maintained relationships with suppliers, vendors, and community partners.
- Oversaw efforts to update computer systems with pricing and specials for optimal recordkeeping.
- Facilitated communication between departments to ensure seamless operations.
- Managed payroll, scheduling, and timekeeping systems accurately and efficiently.
- Handled customer complaints and inquiries, ensuring high levels of satisfaction.
- Coordinated with the General Manager to develop and implement strategic plans.
- Participated in recruitment, interviewing, and hiring processes to build a strong team.
- Ensured compliance with health and safety regulations to maintain a safe working environment.
- Monitored competitor activity and market trends to stay competitive.
- Monitored inventory levels and ordered supplies to maintain optimal stock.
Education
High School Diploma -
01.1996
Skills
- Star Certified
- Fluent in Micros, Aloha & Dinnerware
- Team Building/Staff Training
- Purchasing/Inventory Management
- Quality Assurance/Control
- Cost Containment/Control
- Customer Service/Guest Relations
- Continuous Performance Improvement
- Policies and Procedures Enforcement and Regulation
- Balance
- Budget
- Coach
- Customer Service
- Staff Training
- General Manager
- Inventory
- Inventory Management
- Team Building
- Micros
- Policies
- Purchasing
- Quality
- Quality Assurance
- Servers
- Customer service
- Effective leader
- Conflict resolution
- Teamwork and collaboration
- Coaching and mentoring
- Efficient multi-tasker
- Food and kitchen safety
- Customer service-oriented
- Operational Efficiency
- Facilities Management
- Policy Enforcement
- Process Improvement
- Employee Supervision
- Customer Engagement
- New Employee Hiring
- Scheduling and Coordination
References
References available upon request.
Affiliations
Hiking, a little golf
Languages
French
Limited
References
References available upon request.
Timeline
Assistant General Manager of Operations - 3rd Base Bar & Grill
04.2023 - Current
Floor Manager - Cabo Cantina
11.2016 - 11.2022
Floor Manager - The Parlor Hollywood
09.2015 - 06.2016
Manager/Bartender - Couture
01.2013 - 08.2015
Manager - The Parlor
04.2011 - 06.2013
General Manager - Touch
06.2008 - 04.2011
General Manager - Lot 61
06.2001 - 06.2004
Manager - El Centro
Tilden High School - High School Diploma,
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