GUSTAVO HERNANDEZ
Washington
Summary
Seasoned Operations Manager with a proven track record at RPM Italian, leading teams of 100+ to achieve over $12 million in annual revenues. Expert in inventory and schedule management, fluent in English and Spanish, and recognized for unparalleled customer service in elite environments. Achieved procurement targets 15% under budget, demonstrating exceptional operational and interpersonal skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager
Fiorello Cafe
Washington, D.C
04.2025 - Current
- Conducted regular meetings with staff to discuss progress and identify areas of improvement
- Conducted performance reviews for team members.
- Coached, mentored and trained team members in order to improve their job performance.
- Established processes to ensure efficient workflow throughout the organization.
- Provided leadership during times of organizational change or crisis situations.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Directed recruitment, hiring, and training of new staff
- Oversaw daily operations, maintaining efficiency and quality standards
AGM/GM
Rose's Luxury
Washington D.C.
02.2024 - 11.2024
- Managed operations of Rose's Luxury, a Michelin-star restaurant, ensuring high standards of quality and service.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Identified opportunities to reduce costs while maintaining quality standards across departments.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Mitigated business risks by working closely with staff members and assessing performance.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Created incentive programs to motivate staff members to exceed expectations in their roles.
- Guided management and supervisory staff to promote smooth operations.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance. Administered employee discipline through verbal and written warnings.
- Collaborated with senior management on strategic planning initiatives.
- Delivered exceptional client experiences through hands-on leadership of associates and managers. Exceeded customer satisfaction by finding creative solutions to problems.
- Managed inventory levels to keep supply well-stocked, and conducted corrective action planning to minimize long-term costs.
AGM/OPERATIONS MANAGER
RPM ITALIAN
Washington, D.C
11.2019 - 12.2023
- Lead a team of 100+ staff members
- Averaging $12 million in annual revenues, as one the top 10 highest grossing of the company's 80+ restaurants
- Effectively manage annual budgets and met procurement targets
- OHR Harassment Trainer
- Responsible for Orders, (paper goods, china, silverware, uniforms ect.) Payroll Editing, Scheduling, R&M, staff development, procurement, customer and vendor relations
- Consistently known for exceptional customer service in high-profile environment known to be frequented by Senators, Congressmen, Presidential candidates, Ambassadors, celebrities and athletes.
AGM MANAGER
District Commons and BTS
Washington, D.C
09.2016 - 06.2019
- Lead a team of 100+ staff members in Passion Food Hospitality's award winning, 150+ seat establishment, averaging $7.5 million in annual revenues, as the highest grossing of the company's 10 restaurants
- Banquet/Event coordinator procurement of sales, dining room set up and booking
- Effectively manage an annual budget of $135,000 and met procurement targets at 15% under budget
- Ensure a 4-Star minimum rating on OpenTable, public press accolades as 'Best Brunch,' 'Best Happy Hour,' 'Best Beer Bar,' and 'Best Late-Night Dining' through management practice
- Responsible for Payroll Editing, Scheduling, R&M, staff development, procurement, large-scale banquets, customer and vendor relations
- Consistently known for exceptional customer service in high-profile environment known to be frequented by Senators, Congressmen, Presidential candidates, Ambassadors, and celebrities.
GENERAL MANAGER in Waiting
Canoe Restaurant, Oliver and Bonacini Group
Toronto
06.2015 - 03.2016
- Lead a team of 60+ staff members in award winning, 100+ seat establishment averaging $9.5 million in annual revenue, as the highest grossing of the company's 8 restaurants
- Supervisory duties included high-profile banquets, leading communication between FOH/BOH
- Consistently contributed to Canoe's top-tier ranking as No
- 6 on Canada's 100 Best restaurants, while ensuring a world-class dining experience (4 Stars on The Globe & Mail, Forbes Travel Guide 2016, Zagat's 'Toronto's most popular restaurant', 'Toronto's best service', OpenTable's 100 Best Restaurants in Canada, Winner of the Mode Media's 'Foodie Top 100 Restaurants of 2016', BlogTO's '10 Most Important Restaurants in Toronto', and Gayot awards' 'Top 10 Toronto wine list' awards).
Education
T.C. WILLIAMS HIGH SCHOOL
Skills
- SmartServe, ABC and TIPS certified
- Proficient in Silverware, POS, Aloha, Micros, Toast, OpenTable, TOCK, Microsoft Office
- Trained in all aspects of management ethics and HR policies per industry standards
- Fluent in English and Spanish
- Inventory Management
- Operations Management
- Purchasing and Procurement
- Schedule Management
- Staff Training
Certification
- Alcohol Awareness
- Food Handlers
- OHR Certified Trainer / Harassment Prevention
Timeline
Manager
Fiorello Cafe
04.2025 - Current
AGM/GM
Rose's Luxury
02.2024 - 11.2024
AGM/OPERATIONS MANAGER
RPM ITALIAN
11.2019 - 12.2023
AGM MANAGER
District Commons and BTS
09.2016 - 06.2019
GENERAL MANAGER in Waiting
Canoe Restaurant, Oliver and Bonacini Group
06.2015 - 03.2016
T.C. WILLIAMS HIGH SCHOOL
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