Katherine Lord
Waltham,MA
Summary
Internationally seasoned Hospitality Manager with outstanding customer service, communication, and business skills. Looking to join an innovative, goal-oriented team with a strong growth track.
Overview
17
17
years of professional experience
Work History
General Manager
Tatte Bakery And Cafe
Boston, MA
03.2023 - Current
- Evaluated economic outcomes, pinpointing savings and income growth areas.
- Cultivated and nurtured long-term customer loyalty through positive interactions.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Reviewed processes frequently ensuring conformity with legal and regulatory requirements in operations management.
- Developed robust communication channels with staff, ensuring operations ran without disruptions.
Store Manager
Starbucks
Acton, MA
05.2020 - 12.2022
- Managed the district's busiest cafe through Covid and have increased sales by 25% over pre-pandemic numbers.
- Hired, trained and retained a team of 25 partners during a nationwide hiring shortage, including 5 Shift Managers
- Led the area of 150 stores in mobile orders with 72% of all orders
- Led the district in % of transactions with food sales
- Have developed 2 Shift Managers into Store Managers and 3 baristas into Shift Managers
Commercial Manager
Legoland Discovery Center
Somerville, MA
10.2018 - 03.2020
- Responsible for the growth and development of 250k/month Lego gift shop and a whimsical Lego themed cafe that included a full Starbucks.
- Job duties included hiring, training and retaining a team of 30 people while growing our RPCs and upholding the strong Lego brand name.
- Managed all secondary spends including photo booths, VR machines, character interactions, and birthday parties.
Boston Area Manager
IT'SUGAR
Dedham, MA
04.2017 - 11.2018
- Managing 2 locations in MA
- Lynnfield - brought store from a 6% deficit to being 12% over plan by end of year 2017
- Won Store of the Quarter for Q2 based on raising KPIs and performance exponentially
- Dedham - opened a new location in November 2017 and successfully hired and trained an entirely new staff in time for the holidays
- The store is visually stunning and is surpassing sales expectations.
Area Manager
Marbles, The Brain Store
Natick, MA
11.2011 - 03.2017
- Managed 3-4 locations in the Boston Area
- Responsible for the growth and prosperity of all locations
- Used P&L's to balance costs against sales to ensure the successes of all stores
- By the time the company closed, 3 out of 4 stores were performing in the black.
General Manager
Anthony's Ranch, Sai Kung
, Hong Kong
08.2009 - 08.2010
- Managed a popular restaurant and bar in Sai Kung, Hong Kong
- Developed a bar menu and late night culture that created a new revenue avenue
- Ran promotions with other local restaurants to create a dining mecca that pulled new diners into the area.
Training Coordinator / Area Manager
Eclipse Group, District
, Hong Kong
08.2008 - 08.2009
- Recruited from the US to Hong Kong to design and implement a company-wide handbook and training program for a growing restaurant group
- Worked in Hong Kong and Macau, training 13 Store Managers and their teams
- During the economic downturn in early 2009, also directly managed 2 restaurants in Discovery Bay.
Education
Some College (No Degree) - Pastry Arts
Culinary Institute of America
Hyde Park, NYSkills
- Store operations oversight
- Employee supervision and motivation
- Retail inventory management
- Operational budgeting
- Outstanding communication skills
- Cross-functional team management
- Compensation/benefits administration
- Employee development
- Recruiting and hiring
Timeline
General Manager
Tatte Bakery And Cafe
03.2023 - Current
Store Manager
Starbucks
05.2020 - 12.2022
Commercial Manager
Legoland Discovery Center
10.2018 - 03.2020
Boston Area Manager
IT'SUGAR
04.2017 - 11.2018
Area Manager
Marbles, The Brain Store
11.2011 - 03.2017
General Manager
Anthony's Ranch, Sai Kung
08.2009 - 08.2010
Training Coordinator / Area Manager
Eclipse Group, District
08.2008 - 08.2009
Some College (No Degree) - Pastry Arts
Culinary Institute of America
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