HOLLIE M. HERITIER
Westfield,IN
Summary
Resourceful individual with leadership qualities aiming to secure a position as a General Manager for a successful restaurant. Have 10 years in management experience and ready to grow customer base and attain sales and retention goals by building a strategic team of customer service professionals.
Overview
21
21
years of professional experience
Work History
ServSafe manager
01.2020
ServSafe Handler
IATC LIQUOR LICENSE
01.2020
- TO 2027
- Page | 2
Director of Operations
Nevermore
Indianapolis, IN
01.2021 - Current
- Oversaw day-to-day production activities in accordance with business objectives.
- Defined, implemented and revised operational policies and guidelines.
- Monitored budget and utilized operational resources.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Achieved team goals through formalized training plans, coaching and performance management.
- Monitored and coordinated workflows to optimize resources.
- Led change and transformation across business areas to deliver benefits and align company resources.
- Documented processes and drafted SOPs to comply with regulations and company policies.
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
- Set team and individual KPIs and provided regular, actionable feedback.
- Assisted in recruiting, hiring and training of team members.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
General Manager
Bravo Cucina Italiana
Indianapolis , Indiana
10.2015 - 10.2021
pastry chef
01.2013 - 01.2015
- Cooper’s hawk
Planogram and Signage Manager
Meijer
Avon, IN
07.2003 - 10.2014
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
Education
Warren Central High School
Indianapolis, INPhD - Forensic Pathology
Ivy Tech Community College of Indiana
Indianapolis, IN01.2032
PhD - Forensic Psychology
Ivy Tech Community College of Indiana
Indianapolis, IN01.2032
Skills
- Inventory Management
- Builds team as a mentor
- Approachable and outgoing personality
- Attention to details in payroll and P&L
- Stress Management and Decisive Thinking
- Creating food and alcohol menus
- Creating team member handbooks
- Creating policy and procedures
- Business Development
- Financial Management
- Sales and marketing
- Accurately signing a store
- Planograms
- Unloading trucks
- Backstock inventory
- Store inventory
- Stocking shelves
- Cash register
- Maintaining a clean store
Affiliations
Leadership development program
Learned to manage a business through a 6-week intensive hands on program
Stepped up and lead an entire restaurant for 6 months after the General Manager quit
TEAMWORK and collaboration
Built a team focused on guest service and satisfaction
Raised customer satisfaction rating by 1% in a single month
Quality focus
Increased profit on P & L statement by reducing waste
Ensured inventory levels were correct
Social skills
Brought in new loyal customers through community outreach
Worked with the local community to schedule banquets and events at restaurant to bring in new guests.
Timeline
Director of Operations
Nevermore
01.2021 - Current
ServSafe manager
01.2020
ServSafe Handler
IATC LIQUOR LICENSE
01.2020
General Manager
Bravo Cucina Italiana
10.2015 - 10.2021
pastry chef
01.2013 - 01.2015
Planogram and Signage Manager
Meijer
07.2003 - 10.2014
Warren Central High School
PhD - Forensic Pathology
Ivy Tech Community College of Indiana
PhD - Forensic Psychology
Ivy Tech Community College of Indiana