JOSHUA HANCOCK
Buffalo,NY
Summary
I am a highly proactive manager with 9 years of experience in team leadership in restaurant industry. Background includes sales, management and customer service in fast-paced settings. I am a dedicated, hardworking restaurant management professional with extensive daily planning and operations experience. I am also killed in staff training and development.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Line Cook
TGI Fridays
08.2021 - 10.2022
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition
- Created and deployed successful strategies to boost performance, streamline processes and increase efficiency in different areas
- Prepared for and executed new menu implementations
- Led and directed team members on effective methods, operations and procedures
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity
- Correctly calculated inventory and ordered appropriate supplies
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties
- Interacted positively with customers while promoting hotel facilities and services
- Carefully interviewed, selected, trained and supervised staff
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
- Skillfully interacted with external vendors to obtain best quality in pricing and product
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant
- Created fun team building activities to engage staff in up-selling to meet revenue targets
- Reconciled cash and credit card transactions to maintain accurate records
- Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately
- Maintained safe working and guest environment to reduce risk of injury and accidents
- Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies
- Contributed to menu planning and development, incorporating seasonal ingredients for optimal freshness and taste.
- Supported head chef during high-volume periods by efficiently executing complex tasks with precision under pressure.
- Adapted quickly to new recipes and techniques, demonstrating versatility and eagerness to learn from colleagues.
- Participated in creating daily specials that showcased creativity while utilizing available inventory effectively.
- Upheld strict sanitation standards while preparing meals, maintaining a clean workspace free of cross-contamination risks.
Assistant General Manager
Wingstop
11.2020 - 10.2022
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Managed inventory for front of house and back of house daily, weekly, and monthly to effectively control food costs
- Established and optimized schedules to keep coverage and service in line with forecasted demands
- Submitted reports to senior management to aid in business decision-making and planning
- Trained team members in successful strategies to meet operational and sales targets
- Coached team on effective upselling and cross-selling methods
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Supported staff development and goal attainment by focusing on skill development and job satisfaction
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency
- Monitored employee performance and developed improvement plans
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Attended monthly sales meetings and reported pertinent information to employees
- Communicated with managers of other departments to maintain transparency
- Supervised and evaluated staff of 7 including other assistant managers, enabling them to improve skills, achieve daily objectives and attain advancement
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Handled customer service by dealing with complaints, organizing stock and answering customer questions
- Provided current employees options for additional training opportunities
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume
- Kept work areas clean, organized and safe to promote efficiency and team safety
- Supervised team of 7 employees and provided feedback on performance
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Motivated, trained, and disciplined employees to maximize performance.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Handled cash accurately and prepared deposits.
- Resolved problems promptly to elevate customer approval.
Shift Leader
Cooks
08.2020 - 10.2021
- Maximized efficiency by removing safety hazards and debris from work areas
- Partnered with managers to identify and capitalize on sales trends and brand initiatives
- Cross-trained and provided back up for customer service managers
- Facilitated training for associates through daily coaching and regular performance appraisals
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
- Implemented new working processes which delivered continued improvements
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly
- Built strong relationships with customers through positive attitude and attentive response
- Streamlined communication between front-of-house staff and kitchen team members to minimize errors during order processing.
- Improved kitchen efficiency by streamlining food preparation processes and implementing time-saving strategies.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Prepared ingredients ahead of time to promote efficiency in dish garnishing.
- Grilled meats and seafood to customer specifications.
- Wrapped up and stored unused food in appropriate containers and placed in refrigerator to avoid spoilage.
- Prepared food items such as meats, poultry, and fish for frying purposes.
- Operated varied kitchen equipment, observing operation guidelines to avoid accidents and prevent malfunctions.
Line Cook
Seafood Shack
04.2018 - 09.2019
- Contributed to menu planning and development, incorporating seasonal ingredients for optimal freshness and taste.
- Maintained consistent portion control, ensuring uniformity in presentation and reducing food waste.
- Assisted in inventory management by accurately tracking supplies and placing orders as needed.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Grilled meats and seafood to customer specifications.
- Kept kitchen clean and organized by performing daily maintenance tasks.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
Line Lead/Executive Sous Chef
Gulf Drive Cafe & The Kokonut Hut
11.2017 - 04.2019
- Developed strong relationships with customers and suppliers, resulting in increased loyalty and repeat business.
- Managed daily production schedules to meet customer demands while minimizing overtime costs.
- Reviewed daily reports and data analysis to inform decision-making processes related to staffing needs, equipment upgrades, and workflow adjustments.
- Continuously sought opportunities for professional development by attending industry-related training courses or workshops designed to enhance leadership skills or technical knowledge related to the role of Line Lead.
- Coordinated staff, parts and process flow to minimize work in progress, eliminate shortages, and maximize productivity.
- Inspected products and machines to maintain quality and efficiency.
- Incorporated dietary restrictions into menu planning to accommodate diverse clientele needs.
- Collaborated with Executive Chef to design seasonal menus that showcased diverse flavors and techniques.
- Mentored junior chefs and provided constructive feedback for professional growth.
- Oversaw the execution of daily prep tasks ensuring timely completion while maintaining ingredient freshness.
- Initiated training for new team members on culinary techniques to improve productivity and increase kitchen workflows.
Education
Associate of Arts - Culinary Arts
Le Cordon Bleu College of Culinary Arts-Orlando
Orlando, United States05.1995
Skills
- Marketing and advertising
- Performance improvement
- Staff management
- Food preparation and safety
- Budgeting
- Natural leader
- Dynamic, friendly hostess
- Cost-controls
- Staff scheduling
- Operations management
- Recruitment
- Food service background
- Point of Sale (POS) system operation
- Conflict resolution techniques
- Results-oriented
- Passion for customer satisfaction
- Service-oriented
- Inventory control and record keeping
- Strong work ethic
Certification
- SafeServ certification: Food Handling
- I completed all courses and training for Zaxby's Franchaising Inc. to be a certified assistant manager knowledgeable to work in every role in the restaurant and recognized by all food audit companies, including Steritech
- ServSafe
Timeline
Line Cook
TGI Fridays
08.2021 - 10.2022
Assistant General Manager
Wingstop
11.2020 - 10.2022
Shift Leader
Cooks
08.2020 - 10.2021
Line Cook
Seafood Shack
04.2018 - 09.2019
Line Lead/Executive Sous Chef
Gulf Drive Cafe & The Kokonut Hut
11.2017 - 04.2019
Associate of Arts - Culinary Arts
Le Cordon Bleu College of Culinary Arts-Orlando