Ian Lukas-Garcia

Customer Experience Management:

Ensured Outstanding Service: Trained and supervised staff to ensure they provide a consistently excellent customer experience.

Handled Complaints: Addressed guest concerns or complaints promptly and professionally, ensuring quick resolution.

Monitor Customer Satisfaction:

Used customer feedback, surveys, and reviews to improve service standards.

Staff Management and Development Recruitment and Hiring:

Overseeing hiring, onboarding, and training of new staff members.

Staff Scheduling:

Created staff schedules that ensure coverage for high-volume periods while managing labor costs.

Performance Management:

Conducted regular performance reviews, provided coaching, and enforced policies.

Training and Development:

Continuously trained staff on service standards, menu knowledge, and health and safety protocols.

Operational Efficiency Coordinate Daily Operations:

Ensured smooth operations during peak hours by managing workflow, kitchen coordination, and customer service.

Inventory and Supplies Management:

Overseeing ordering and restocking of supplies, ensuring availability without overstocking.

Health and Safety Compliance:

Ensured the restaurant adheres to health codes and safety regulations, conducting regular inspections.

Monitor Food Quality:

Worked with the kitchen staff to maintain high food quality and presentation.

Financial Oversight Cost Control:

Managed budgets, control food and beverage costs, and minimize waste.

Revenue Maximization:

I identified opportunities to increase revenue, such as upselling, promotions, or events.

Reporting and Analysis:

I analyzed financial reports, sales data, and key performance indicators (KPIs) to identify trends and areas for improvement.

Guest Relations and Marketing Event Management:

Coordinated special events, private dining, or catering services to boost business.

Marketing and Promotions:

Collaborated with the marketing team to create promotional campaigns and loyalty programs.

Build Relationships:

Developed and maintained relationships with repeat customers, VIPs, and local businesses.

Leadership and Team Collaboration Team Leadership:

I created a positive work environment and motivate staff to provide excellent service.

Cross-Department Collaboration:

I worked closely with kitchen, bar, and service teams to ensure efficient operations.

Crisis Management:

I am prepared to handle emergencies, such as power outages or equipment failure, quickly and efficiently.

Technology and Innovation Use Technology Solutions:

Implemented and managed point-of-sale (POS) systems, online reservation platforms, and customer relationship management (CRM) systems to optimize service.

Keeping up with industry trends, including changes in customer preferences, service technology, and competition.

Compliance and Regulatory Issues Licensing and Permits:

Ensured compliance with local, state, and federal regulations, including alcohol service permits and fire safety codes.

Labor Law Compliance:

Ensured the restaurant is in compliance with labor laws, including wage and hour regulations.

• Staff Management: Supervise and coordinate the work of restaurant staff. Schedule shifts for servers, kitchen staff, and other employees. Train new employees and ensure that all staff members are well-versed in restaurant policies and procedures.
• Customer Service: Address customer concerns and ensure a positive dining experience. Monitor and manage customer feedback, reviews, and complaints. Interact with customers to gather feedback and make improvements.
• Operational Oversight: Ensure compliance with health and safety regulations. Monitor and manage inventory levels for food and supplies. Oversee the ordering and receiving of supplies.
• Financial Management: Assist in budgeting and financial planning. Monitor and control restaurant expenses. Ensure accurate cash handling and reconcile daily sales.
• Quality Control: Maintain high standards of food quality and presentation. Conduct regular inspections to ensure cleanliness and hygiene. Address any issues related to food quality promptly.
• Team Leadership: Motivate and lead the restaurant team. Foster a positive and collaborative work environment. Handle staffing issues, such as conflicts or performance concerns. Sales and Marketing: Implement marketing strategies to attract customers. Suggest and organize promotions or special events to boost sales. Monitor sales trends and adjust strategies accordingly.
• Problem Solving: Resolve operational issues and challenges promptly. Act decisively during high-stress situations. Make quick and effective decisions to address unforeseen problems.
• Training and Development: Provide ongoing training for staff to enhance their skills. Identify opportunities for professional development. Foster a culture of continuous improvement.
• Communication: Communicate effectively with both staff and management. Collaborate with other managers to streamline operations. Relay important information to staff in a clear and timely manner.
• Shift Management: Open and close the restaurant as needed. Ensure proper staffing levels during peak hours. Coordinate with other managers for smooth shift transitions.
• Technology and Systems: Familiarity with restaurant management software. Utilize point-of-sale systems for transactions and reporting. Keep abreast of technological advancements in the industry.

• Created a 10% boost in monthly average commissions per sales representative by establishing cold call procedures
• Resolved a historically leading cause of sale loss by analyzing product lines and implementing a custom sales solution
• Transformed the market pay structure for fulfillment orders in Q4 of 2021 which enabled the market to exceed Q4 2020 sales revenue by 20%, despite global supply chain issues
• Generated 70% reduction in commission chargebacks for the market by educating employees on properly invoicing insurance sale transactions
• Advised a team of 50 employees as a point of contact to refer to when customer service issues or system failures occurred and required resolution in real time.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Increased client satisfaction by building strong relationships and addressing their needs promptly.

• Trained workers in food preparation, and in service, sanitation and safety
• Provided customer service by greeting, advising and answering all questions
• Resolved customer complaints and diffused any situation that arise to maintain order and a positive experience for the customer and the team
• A critical part of my performance was to serve patrons and create a need for up-sale opportunities to increase productivity and gratuity
• Ordering inventory, controlling sales
• Handling orders and making deposit.

• Run the staff when manager is not on duty
• Quality control including all health department requirement to serve customers and maintain their satisfaction through training employees properly and adhering to company policy.