Jay Ferguson
Houston,TX
Summary
Focused Hospitality Executive with 15 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers. Exceptional leadership and planning abilities. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Well-versed Hospitality and Venue Management standards and market trends.
Overview
19
19
years of professional experience
Work History
Assistant Director Operations - Premium Services
Levy Restaurants / Toyota Center
04.2023 - Current
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Established and monitored quality assurance standards to achieve operational excellence.
- Mentored and coached team members to foster productive and engaging work environment.
- Monitored budget and utilized operational resources.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
- Defined, implemented, and revised operational policies and guidelines.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Assistant Director of Food and Beverage Operations
Levy Restaurants AT&T Center
04.2022 - 04.2023
- Oversight of all Venue Food and Beverage operation to include but not limited: clubs/restaurants, suites, premium concessions and group sales and catering.
- Holds team accountable to deliver great guest service.
- Builds and maintains strong relationships with clients, guests, subcontractors, not-for-profits and team members.
- Supports and communicates Company initiatives.
- Respond and assist in any departmental guest service issues.
- Executes all menus, promotions and programs as outlined by company core signatures.
- Acts as liaison with team, including partner’s operational team, other areas as needed, to ensure efficient operational performance.
- Thoroughly and accurately uses applicable systems (Purchasing Systems, Point-of-sale, time keeping and more)
- Ensures that all security, safety and sanitation standards are achieved.
- Achieves daily sales and assigned cost goals.
- Achieves assigned budget goals.
- Employs good safety and sanitation practices.
- Follows and enforces responsible alcohol service policies.
- Executes required daily reporting in timely manner.
- Ensures required department reports are completed and information is compiled at month-end closing.
- Ensures team members adhere to guidelines as stated in team member training manual and employee handbook.
- Forecasts and adequately schedules team members to meet operational needs and desired targets.
- Uses all performance management tools to provide guidance and feedback to team members.
- Promotes cooperative work climate, maximizing productivity and morale.
- Conducts regularly scheduled meetings to ensure lines of communication are open between management and team members and clients.
- Interviews, hires, trains and develops team members according to company guidelines.
- Mentors' department managers to develop their skills and leadership abilities.
- Defined, implemented and revised operational policies and guidelines.
- Oversaw day-to-day production activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
General Manager of Restaurants, Bars and Events
Kimpton Hotels & Restaurants
10.2020 - 04.2022
- Conducted ongoing supplier evaluations to assess quality, timeliness and compliance of deliveries, maintaining tight cost controls and maximizing business operational efficiency
- Tracked and analyzed profitability and key metrics of establishment to improve overall profitability and bring in new clientele
- Enhanced resource allocations while monitoring expenses
- Leveraged performance and report data to evaluate and strengthen operations to meet dynamic conditions and forecasted needs
- Coordinated leadership workshops to educate team members on best practices to optimize productivity
- Developed and rolled out new policies designed to bolster productivity and reduce overall costs
- Led business planning, developed market strategy and established direct procurement of products from vendors
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions
- Directed HR operations, including strategic workforce planning, goal cascading, performance management, staffing and benefits administration
- Assisted with marketing strategy creation and advertising initiatives to better promote facility to public
- Supported events execution and venue set up and tear down.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Planned operations to effectively cover needs while controlling costs and maximizing service.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Launched new, robust business management software system, resulting in improved operational insight and planning.
- Reduced corporate risk by managing shrink processes and controlling inventory levels.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed effective business plans to align strategic decisions with long-term objectives.
General Manager
Gibsons Restaurant Group
02.2017 - 10.2020
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Formulated policies and procedures to streamline operations.
- Interacted well with customers to build connections and nurture relationships.
Director of Food and Beverage
Conrad Miami
07.2015 - 01.2017
- Provided overall leadership in design, implementation and execution of company's operational standards and procedures, ensuring highest level of guest satisfaction
- Identified opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change
- Devised and implemented strategies to ensure continuous improvement trend in guest feedback metrics and SGI scores
- Maintained constructive relationships with other leaders to enable optimal performance and results for the organization
- Remained aware of internal and external conditions and industry innovations and best practices and applies this knowledge as appropriate in managing and leading company food and beverage operations
- Closely monitored financial performance and devises and implements strategies to improve company financial performance
- Partnered with human resources to attract, select, train, develop and retain required talent to ensure successful execution of company's operations
- Carefully developed lucrative annual food and beverage marketing plan and strict budget to maximize profits
- Led and directed team members on effective methods, operations and procedures
- Prepared for and executed new menu implementations
- Skillfully interacted with external vendors to obtain best quality in pricing and product
Director of Restaurants and Bars and Events
Loews Miami Beach Hotel
01.2012 - 07.2015
- Provided financial and operational leadership to Department Heads to include but not limited to revenue recognition, capital assets and inventory
- Participate in reviewing weekly forecasts and annual budgets; provide input as required
- Attracts patrons by developing and implementing marketing, advertising, public and community relations programs; evaluating program results; identifying and tracking changing demands
- Controls purchases and inventory by meeting with account manager; negotiating prices and contracts; developing preferred supplier lists; reviewing and evaluating usage reports; analyzing variances; taking corrective actions
- Maintained operations by preparing policies and standard operating procedures; implementing production, productivity, quality, and patron-service standards; determining and implementing system improvements
- Maintained patron satisfaction by monitoring, evaluating, and auditing service offerings; initiating improvements; building relationships with preferred patrons
- Maintained safe, secure, and healthy facility environment by establishing, following, and enforcing sanitation standards and procedures; complying with health and legal regulations; maintaining security systems
- Sourced vendors, negotiated contracts and managed efficient deliveries of high-quality supplies
Director of Food and Beverage
Four Seasons Resorts
10.2009 - 12.2012
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed accounts to retain existing relationships and grow share of business.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Maintained up-to-date knowledge of competitor products and pricing in market served.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
Assistant Director of Food and Beverage
Hotel Derek
09.2007 - 10.2009
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction
- Created and deployed successful strategies to boost performance, streamline processes and increase efficiency in different areas
- Prepared for and executed new menu implementations
- Reconciled cash and credit card transactions to maintain accurate records
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime
- Effectively managed payroll and timekeeping, including completion of proper paperwork for new hires and terminations
- Carefully interviewed, selected, trained and supervised staff
- Strategically developed effective marketing plans to increase sales and profits while managing costs
- Correctly calculated inventory and ordered appropriate supplies
Food and Beverage Operations Manager
Hilton Palacio Del Rio
04.2005 - 09.2007
- Drafted beverage purchasing plan, aligning inventory needs with budgetary constraints by applying historical data.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Responded to customer complaints, addressing concerns and distress with amicable interactions.
- Improved average wine and alcohol spend per guest through curation, service training and hands-on hospitality.
- Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability.
- Maintained highest standards for beverage quality and service.
- Enacted progressive disciplinary measures for staff, managed work zones and oversaw opening and closing duties.
- Oversaw selection, ordering and inventory controls of wine, beer and alcohol program.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Resolved customer complaints involving food or beverage quality and service.
- Identified areas of opportunity for beverage sales by analyzing customer feedback and product demand metrics.
Education
MBA - Finance
University of Texas At Austin
Austin, TX07.2020
BBA - Business Management
The University of Texas At San Antonio
San Antonio, TX05.2006
High School Diploma -
William Howard Taft High School
San Antonio, Tx1988
Skills
- Operations Management
- Budget Development and Financial Management
- Labor Management
- Inventory Control
- Owner / Guest Relations
- Team Building / Leadership
- Thrives in fast-paced environment
- Business Development
- Marketing
- Capital spending
- Strategic planning and execution
- Performance Analysis
- Staff training/development
- Client account management
- Budget development
Timeline
Assistant Director Operations - Premium Services
Levy Restaurants / Toyota Center
04.2023 - Current
Assistant Director of Food and Beverage Operations
Levy Restaurants AT&T Center
04.2022 - 04.2023
General Manager of Restaurants, Bars and Events
Kimpton Hotels & Restaurants
10.2020 - 04.2022
General Manager
Gibsons Restaurant Group
02.2017 - 10.2020
Director of Food and Beverage
Conrad Miami
07.2015 - 01.2017
Director of Restaurants and Bars and Events
Loews Miami Beach Hotel
01.2012 - 07.2015
Director of Food and Beverage
Four Seasons Resorts
10.2009 - 12.2012
Assistant Director of Food and Beverage
Hotel Derek
09.2007 - 10.2009
Food and Beverage Operations Manager
Hilton Palacio Del Rio
04.2005 - 09.2007
MBA - Finance
University of Texas At Austin
BBA - Business Management
The University of Texas At San Antonio
High School Diploma -
William Howard Taft High School
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