Karen Glenn
Barre
Summary
Dynamic Restaurant Manager with a proven track record at Towne Tavern, excelling in team management and customer engagement. Enhanced profitability through strategic menu development and optimized labor costs, achieving a 20% increase in customer satisfaction. Passionate about fostering a collaborative environment and implementing effective training programs for staff development.
Overview
37
37
years of professional experience
Work History
Restaurant Manager
Towne Tavern
York, SC
05.2022 - 02.2026
- Oversaw daily restaurant operations, ensuring high standards of service and guest satisfaction.
- Managed staff schedules, optimizing labor costs while maintaining service quality during peak hours.
- Implemented training programs for new employees, enhancing team performance and reducing onboarding time.
- Developed and maintained relationships with suppliers, negotiating favorable terms to improve inventory management.
- Analyzed sales trends and customer feedback to adjust menu offerings and improve profitability.
- Led weekly staff meetings to communicate goals, address concerns, and foster teamwork among employees.
- Ensured compliance with health and safety regulations, maintaining a safe environment for staff and guests.
- Correctly calculated inventory and ordered appropriate supplies.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Improved overall customer satisfaction by implementing new service standards and staff training programs.
- Fostered an inclusive atmosphere with open communication channels for all employees to voice concerns or suggestions freely.
- Developed loyalty program to encourage repeat business, enhancing customer retention.
- Boosted customer satisfaction, introducing customer feedback system to address and rectify concerns promptly.
- Collaborated with kitchen staff to streamline order preparation processes, reducing wait times for customers.
- Enhanced team performance by leading weekly training sessions focused on customer service excellence and menu knowledge.
- Achieved consistent compliance with health and safety regulations, conducting regular staff training sessions.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Maximized quality assurance by completing frequent line checks.
- Coordinated with catering staff to deliver food services for special events and functions.
Fuel Desk Manager
Pilot/Flying J
Rock Hill, SC
05.2007 - 05.2017
- Managed daily operations to ensure efficient workflow and customer satisfaction.
- Coordinated staff schedules to optimize coverage during peak hours.
- Trained new employees on company policies and operational procedures.
- Implemented inventory management strategies to reduce waste and enhance availability.
- Resolved customer inquiries and complaints, enhancing overall service experience.
- Monitored compliance with safety regulations, fostering a safe work environment.
- Evaluated operational processes, identifying areas for improvement and efficiency gains.
- Handled escalated guest complaints tactfully while finding solutions that met their expectations, ultimately protecting the hotel''s reputation.
- Increased customer satisfaction by implementing efficient desk management procedures and streamlining guest check-in/check-out processes.
- Reduced wait times for guests with prompt service and efficient problem-solving skills at the front desk.
- Managed room assignment process efficiently while considering special requests and maximizing occupancy rates.
- Collaborated with other departments to address guest needs promptly, resulting in improved overall experience ratings.
- Maintained high levels of cleanliness and organization throughout the reception area to create a welcoming atmosphere for guests.
- Monitored hotel occupancy trends closely to adjust pricing strategies accordingly, optimizing revenue during peak periods without sacrificing guest satisfaction levels.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Checked guests in out of hotel, made reservations, and processed payments.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
Hotel Front Desk Clerk
Red Lion Hotels
Rohnert Park, CA
11.1988 - 04.1989
- Managed guest check-ins and check-outs efficiently, ensuring smooth front desk operations.
- Assisted guests with inquiries and provided information on hotel services and amenities.
- Maintained accurate room availability records using property management systems.
- Processed payments and managed cash transactions in accordance with hotel policies.
- Collaborated with housekeeping to ensure timely room readiness for incoming guests.
- Handled guest complaints professionally, resolving issues to enhance satisfaction levels.
- Monitored lobby area for cleanliness and organized seating arrangements as needed.
- Supported team members during peak times to maintain service quality and efficiency.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Facilitated smooth communication between various hotel departments by relaying relevant information in a timely manner.
- Monitored occupancy rates closely to maximize revenue potential while adhering to hotel policies regarding overbooking.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Applied effective time management techniques to meet tight deadlines.
Education
GED -
State of NC
Graham, NC06.2001
Skills
- Team management
- Inventory control and record keeping
- Customer engagement
- Staff management
- Operations management
- Point of sale (POS) system operation
- Passion for customer satisfaction
- Shift management
- Customer-oriented
- Organization and prioritization
- Complaint resolution
- Food service background
- Staff scheduling
- Customer loyalty
- Adaptable
- Business operations expertise
- Menu development
- Employee retention
- Schedule coordination
- Supervisory skills
- Performance improvement
- Recruitment
- Conflict resolution techniques
- Reservation handling
- Kitchen equipment operation and maintenance
- Pre-shift walk-through
- Promotions planning
- Order delivery practices
- Catering coordination
- Recipes and menu planning
- Food plating and presentation
- Resource allocation
- Restaurant promotion management
- TIPS certified
- Menu pricing
- Labor and food cost control
- Employee recruitment expertise
- Proven sales record
- Kitchen oversight
- Employee schedule management
- Honed marketing skills
- Stable work history
- Full service restaurant background
- Table management
- Restaurant operations management
- Wine history
- Personnel recruiting
- Take-out service
- Customer service best practices
- Customer service
- Problem-solving
- Reliable and responsible
- Team leadership
- Safe food handling
- Inventory management
- Staff supervision
- Coaching and mentoring
- Training and onboarding
- Scheduling staff
- Collaboration and teamwork
- Critical thinking
- Money handling
- Employee supervision
- Conflict resolution
- Quality assurance
- Quality control
- Relationship building
- Calm and pleasant demeanor
- Work Planning and Prioritization
- Scheduling
- POS terminal operation
- Delegating assignments and tasks
- Customer retention
- Monitoring food preparation
- Health code compliance
- Investigating complaints
- Front of house management
- Strategic planning
- Workflow planning
- Kitchen staff coordination
- Sanitation
- Sales promotion
- Managing reservations and large parties
- Anticipating problems
- Catering services
Timeline
Restaurant Manager
Towne Tavern
05.2022 - 02.2026
Fuel Desk Manager
Pilot/Flying J
05.2007 - 05.2017
Hotel Front Desk Clerk
Red Lion Hotels
11.1988 - 04.1989
GED -
State of NC