Summary
Overview
Work History
Education
Skills
Timeline
Generic

Harry Nicolas Marcelo Houseman

PLANO,TX

Summary

Ambitious leader with solid history of success in food and beverage operations. Motivated to drive productivity, profit and efficiency goals through proactive and hands-on leadership. Offering 11 years of related experience and pursuing new professional challenges with room for advancement and growth.

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

12
12
years of professional experience

Work History

Franchise Operations Advisor

Pizza Hut LLC
Plano, TX
03.2023 - Current
  • Assist 25+ Franchise Organizations, consisting of 1900+ locations.
  • Provided strategic recommendations to supervisors regarding new or modified company practices.
  • Analyzed operational performance to identify pain points and provided actionable solutions to management.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
  • Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.

Region Coach

Pizza Hut LLC
Plano, TX
12.2022 - 03.2023
  • Educated employees on corporate policy and procedure compliance to facilitate improved operations outcomes.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Created and implemented effective business plans to focus strategic decisions on long-term objectives.

Area Coach

Pizza Hut LLC
PLANO, TX
12.2021 - 12.2022
  • Mentored and guided general managers on proper processes and methodologies.
  • Blended business's goals, mission and values with learning development initiatives to deliver high-quality training to employees.
  • Supervised business functions, employee staffing, customer retention and financial accountability for stores.
  • Aligned procedures and protocols with changing business demands.
  • Cultivated best practices based on industry experience and current regulatory expectations.
  • Broadened improvement initiatives by troubleshooting problems and recommending corrective actions.

Multi-Unit General Manager

Entertainment Consulting International
Kansas City, MO
03.2021 - 12.2021
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
  • Recruited, hired and trained new employees, including monitoring and review of individual performance.
  • Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
  • Addressed internal and customer-related issues each day and affected strategic resolutions.
  • Developed team members into supervisors and department managers to promote family-based and performance-oriented culture.
  • Identified business issues, creating customized solutions for individual problems.
  • Extended existing customer relationships through extensive communication and tried-and-true marketing strategies.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

General Manager

Panda Express
Denver, CO
09.2020 - 03.2021
  • Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Designed sales and service strategies to improve revenue and retention.
  • Enhanced operational performance by developing effective business strategies, systems and procedures.
  • Tracked monthly sales to generate reports for business development planning.

Director of Operations

CC Entertainment
Johannesburg, RSA
02.2014 - 03.2020
  • Overall responsibility for both venues averaging 7.5 MM per year during the tenure.
  • Responsible for budgets, staff management (3 managers and 54 staff), and licensing agreements.
  • Became a shareholder in the new venture, growing the business by 14% and 18% year on year.
  • Led weekly financial meetings to set, review, and achieve financial targets, managed business accounts, and SME for in house POS system.
  • Handled close relationships with major beverage partners such as Diageo and Pernod Ricard for event sponsorship negotiations and promotions.
  • Handling of contractual agreements between venues and sponsors to support marketing campaigns.
  • Responsible for Inventory management, Ordering and Purchasing, including setting reorder points.
  • Led Asset Protection efforts, resulting in reduced theft through introducing a variance and shortages system resulting in savings of 1.35 MM per year.
  • Handling customer service requests during events to meet expected satisfaction levels.
  • Overall responsibility for facilities management including venue security, and staff management during nights of operation and during office hours.
  • Recruited new staff members, and responsible for performance management thereafter.
  • Handled staff onboarding and created effective training programs for all levels of FOH and BOH employees.
  • Implemented a new training program for staff which led to increased customer satisfaction.
  • Project and event management for corporate and private events.
  • Involved in re-branding from the VIP Room to Onyx.
  • Increased sales of premium product resulting in a 50% Sales Increase in annual sales.
  • Johannesburg’s Finest Nightclub and Venue Award 2018, Best Nightclub in Gauteng, South Africa 2018 – Star Newspapers Readers Award.

Assistant General Manager

CC Entertainment
10.2013 - 02.2014
  • Responsible for operations, staff, and customer relations.
  • Lead the beverage program, including menu creation and alcoholic spirits selection.
  • Meet and greet VVIP and VIP guests and ensure they have a memorable experience.
  • Developed long term relationships with guests for repeat business.
  • Created database of clients for future events.
  • Achievements: Promoted to General Manager role.

Head Bartender

Liquid Chefs Mobile Bartending, VIP Room
Johannesburg, RSA
03.2012 - 10.2013
  • Leading teams of 6 – 10 for each event, quickly coaching new team members to deliver best in class service.
  • Responsible for setup of bars and operations at events serving 25 to 6000 guests.
  • Interacting with clients and assisting with drink choices.
  • Created an experience for the guests that provided sustainable business with key accounts Achievements: Certified mixologist Page 1 of 2.

Education

MBA - Leadership And Management

Quantic School of Business And Technology
Washington, DC
11.2023

Bachelor of Commerce - Law

University of Johannesburg
South Africa
01.2015

Skills

  • Brand management
  • Capital improvement planning
  • Leadership
  • Teambuilding
  • Key accounts and territory management
  • Customer relationship management

Timeline

Franchise Operations Advisor

Pizza Hut LLC
03.2023 - Current

Region Coach

Pizza Hut LLC
12.2022 - 03.2023

Area Coach

Pizza Hut LLC
12.2021 - 12.2022

Multi-Unit General Manager

Entertainment Consulting International
03.2021 - 12.2021

General Manager

Panda Express
09.2020 - 03.2021

Director of Operations

CC Entertainment
02.2014 - 03.2020

Assistant General Manager

CC Entertainment
10.2013 - 02.2014

Head Bartender

Liquid Chefs Mobile Bartending, VIP Room
03.2012 - 10.2013

MBA - Leadership And Management

Quantic School of Business And Technology

Bachelor of Commerce - Law

University of Johannesburg

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Harry Nicolas Marcelo Houseman