Justin Ward
General Manager
Sumter,SC
Summary
Experienced General Manager with a strong record of building teams, coaching leaders, and resolving guest issues quickly. Skilled in staff management, customer relations, and improving operations to support sales growth and retention. I take great pride in coaching, training and developing team members and managers - seeing things in them they may not see in themselves and shining a light on it.
Overview
6
6
years of professional experience
Work History
General Manager
Red Lobster
02.2022 - Current
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Personally trained numerous Supervisors, Restaurant Managers and General Managers for our location and other restaurants in the region.
- Resolved guest concerns promptly, protecting service standards and brand reputation.
- Analyzed sales trends and adjusted operational plans to improve revenue and throughput.
- Coached managers and shift leaders to strengthen execution, communication, and team performance through weekly manager meetings and monthly 1 on 1 meetings.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations with vendors.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction with excellent retention year over year.
- Developed and implemented strategies to increase sales and profitability such as local marketing.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Restaurant Manager
Red Lobster
03.2021 - 02.2022
- Directed front- and back-of-house operations to maintain service standards, food quality, and guest satisfaction.
- Scheduled staff, balanced labor needs, and adjusted coverage to support peak dining periods.
- Coached supervisors and team members on service recovery, hospitality expectations, and operational procedures.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
Restaurant Supervisor
Red Lobster
07.2020 - 03.2021
- Supervised front-of-house operations to maintain service standards and smooth guest flow.
- Trained servers and hosts on menu knowledge, service steps, and guest recovery.
- Coordinated shift schedules to balance staffing with forecasted dining-room demand.
- Monitored food safety, sanitation, and compliance with restaurant operating procedures.
- Resolved guest concerns promptly to protect satisfaction and repeat business.
- Supported opening and closing procedures, cash handling, and POS accuracy.
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
Education
High School Diploma -
Mount Pleasant High School
Wilmington, DE06-2007
Skills
Staff management
Leadership and team building
Training and coaching
Leadership effectiveness
Problem resolution
Operational management
Customer relations
Client relations
Verbal and written communication
Administrative skills
Motivation
Accomplishments
In 2023, which was my first full fiscal year as General Manger, our restaurant was a Light House Award recipient - awarded to the highest performing restaurants in the company.
Timeline
General Manager
Red Lobster
02.2022 - Current
Restaurant Manager
Red Lobster
03.2021 - 02.2022
Restaurant Supervisor
Red Lobster
07.2020 - 03.2021
High School Diploma -
Mount Pleasant High School
Light House Award 2023
Red Lobster awards its top performing General Managers/Restaurants with a yearly Light House Award. The metrics used to determine the recipients include yearly profits, spending controls, overall guest satisfaction and achieving targets set at the start of the fiscal year.