Faye Ferrier
Kissimmee,FL
Summary
13+ years experience as hospitality manager. Uses creativity and "out of the box" nature to achieve success in fast-paced, deadline-driven environments. Offering a knack for building inventive working systems to benefit productivity and Planned daily operations, staffing and sales growth. Firm advocate for culture building and employee retention.
Overview
15
15
years of professional experience
1
1
Certification
Work History
FOH Operations Manager
Ryman Hospitality Properties Inc.
2022.05 - Current
- Developed and implemented customer service standards to ensure consistent quality of service.
- Extended role as training manager ensuring all training needs were met and facilitated all certified trainers for store openings.
- Monitored employee performance to ensure compliance with company standards.
- Encouraged team collaboration among front-of-house employees in order to create an enjoyable work environment. Such as team outings, small parties and celebrating wins.
- Organized special events such as promotional activities, holiday parties.
- Scheduled shifts for FOH staff based on store traffic forecasts and labor budget requirements.
- Analyzed operational data such as sales reports, customer feedback surveys and other metrics to identify opportunities for improvement, and created monthly action plans to refine results.
- Organized and coordinated training sessions for new employees.
- Developed training materials, including manuals, guides and handouts.
- Identified areas of improvement in existing training methods and procedures.
- Collaborated with department heads to design effective learning strategies that support organizational goals.
- Developed instructional materials such as presentations, videos, simulations and online courses. Rolled out a new training system with each departmental fundamentals.
- Develop and promote leaders to certify for training other hourlies.
- Hold regular meetings and one on ones to better communicate changes and feedback on training systems.
- Analyzed training needs to develop new programs or modify and improve existing.
- Managed budgeting process for training programs within the organization.
- Implemented systems for tracking employee certifications and qualifications across departments to meet compliance and training standards.
Restaurant Manager
Miller's Ale House
2015.10 - 2022.05
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Developed and maintained exceptional customer service standards.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Maximized team performance by training new employees on proper food handling, guest expectations and restaurant protocols.
- Used personal creativity to control costs and enthuse productivity by implementing new practices, sidework practices, and accountability for food cost.
- Boosted team morale and overall sales volume by creating employee incentive sales contests. Motivated kitchen staff by establishing goals and creating contests to increase productivity and quality. Trained employees on cooking techniques, safety standards and performance strategies.
- Completed forecasts to determine needed inventory.
- Saved costs by coordinating inventory requirements and vendor procurement details to mitigate financial discrepancies.
- Exceeded customer satisfaction by finding creative solutions to problems.
Operations Manager
Funtime Florida
2010.10 - 2018.12
- Full time operational manager. Started working part-time and filled in management shifts.
- Managed daily operations, including supervising multiple team members across 4 locations.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives.
- Marketing SEO.
Education
N/A -
New Dimensions High School
Kissimmee, FLSkills
- Problem-solving abilities
- Directed head of customer service guest satisfaction, bringing satisfaction rating from 40% to 90% in less than a year
- Resolving cases by finding solutions to problems by identifying, taking action and reviewing for future issues
- Organization and prioritization
- Efficiently store and organize different areas to enhance productivity
- Labor and food cost control
- Creating procedures to eliminate losses which resulted in 20% growth in just under three weeks
- Staff development talent
- Developed new hires, and certified trainers to train them according to department Managed all training and MIT's for the new opening of the Las Vegas location
- Expert communicator
- Customers, employees and coworkers Created innovative lines of communication to better convey messages and keep all departments informed on all aspects of focus
- Large parties/groups and events in restaurant setting, preparing each department involved Ensuring seamless event operations from food to seating arrangements
- Technologically savvy
- Adapts to new technologies and self education to new systems or programs Proficient in most POS systems and literate with Microsoft programs
- Multiple Departments
- Created a system to better cross-manage multiple departments simultaneously Overseeing all factors of the building and determining priority
Certification
- Management Servsafe Certification
- Crowd Management Certification
- Extended leadership classes including “Frank Covey’s Leadership”
Timeline
FOH Operations Manager
Ryman Hospitality Properties Inc.
2022.05 - Current
Restaurant Manager
Miller's Ale House
2015.10 - 2022.05
Operations Manager
Funtime Florida
2010.10 - 2018.12
N/A -
New Dimensions High School