Jose Lugo

Oversaw all operations for a high-volume, full-service Israeli Mediterranean restaurant, directly managing a team of 72 FOH and BOH professionals to drive superior profitability, uphold brand standards, and deliver an exceptional guest experience.

Financial Mastery & P&L Leadership: Drove significant sales growth, achieving an 11% Year-Over-Year revenue increase. Consistently maintained Prime Cost well below 50% (target 60%) through rigorous expense control, sustaining Labor Cost at 18.8% and COGS below 30%.

Operational Excellence: Directed day-to-day restaurant operations, implementing detailed SOPs and optimizing service flow that resulted in a 14% increase in table turn efficiency and maximized guest throughput. Managed all vendor relations, ordering, inventory, and waste management.

Exceptional Guest Experience & Loyalty: Served as the primary brand ambassador, maintaining a strong floor presence and personally managing VIP and repeat guest relationships. Successfully drove overall guest satisfaction ratings to an exceptional 4.9 stars across major review platforms (Google, Yelp, OpenTable).

Team Leadership & Retention: Cultivated a high-performance culture by leading and mentoring 72 staff members, achieving a stellar 87% annual staff retention rate (13% turnover). Implemented robust training, performance evaluations, and internal promotion pathways.

Revenue Growth & Market Visibility: Partnered with ownership to execute local marketing and community engagement campaigns, successfully developing and managing high-value opportunities for private dining, catering, and events.

• Led cross-department collaboration initiatives to streamline communication and improve service delivery.
• Fostered team leadership through regular training and professional development programs.
• Resolved customer complaints quickly while maintaining high quality standards of service delivery.
• Created schedules and monitored payroll to remain within budget.
• Administered employee discipline through verbal and written warnings.
• Tracked monthly sales to generate reports for business development planning.
• Orchestrated the popular Biltmore signature brunch 500+ covers weekly 60k operation.
• Managed Posto Dolce ( bakery) Fontana (fine dinning restaurant) Fairways (casual concept, golfers membership)

• Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
• Managed scheduling, training and inventory control.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
• Monitored and improved efficiency of processes, team performance, and customer service.
• Assessed employee development needs and provided feedback on their progress towards meeting goals.
• Night life lounge management

• Coordinated daily operations to enhance efficiency and streamline processes.
• Developed training materials to improve staff knowledge on wine selections and pairings.
• Implemented inventory management systems to reduce waste and optimize stock levels.
• Monitored compliance with health and safety regulations to ensure a safe environment.
• Facilitated team meetings to encourage collaboration and share best practices.
• Established vendor relationships to negotiate favorable terms and improve product quality.
• Evaluated staff performance regularly to identify areas for improvement and development.
• Directed marketing initiatives to increase customer engagement and brand visibility.
• Enhanced customer experience by implementing feedback mechanisms and service improvements.
• Developed and maintained vendor relationships to ensure quality product sourcing and timely deliveries.
• Monitored compliance with health and safety regulations to uphold operational standards.
• Conducted regular performance evaluations to identify areas for staff improvement and development.
• Managed inventory levels and ordering processes to minimize waste and optimize stock availability.
• Assisted in financial management tasks, including budgeting and expense tracking.
• Supported strategic planning initiatives aimed at increasing business growth and profitability.
• Trained new hires on company policies and operational procedures to ensure consistency.