Kisha Baker
Valdosta,GA
Summary
Experienced business leader with demonstrated strategic planning, problem-solving and team-building abilities. Successful at bringing in and training staff to handle customer and business needs. Motivational, diplomatic, and respectful of people from different backgrounds.
Overview
14
14
years of professional experience
Work History
Owner
CW Produce and Hidden Oaks Farm
03.2020 - Current
- Profit & Loss Accountability
- Risk Management
- Marketing & Promotions
- Inventory & Cost Control
- P&L Budget Accountability
- Revenue Growth
- Team Supervision/Motivation
- Food Sanitation Practices
- Manage quick books for small business
- Oversee the daily operations of hiring, sales and logistics
- Create positive customer relationships and seek new business
Regional Training Manager
Tropical Smoothie Café
02.2020 - 03.2021
- Report directly to the VP of Training and Development
- Key player in creating training initiatives and and making sure they are delivered
- Responsible for creating a positive training culture that ensures all newly hired and promoted understand their roles and responsibilities
- Oversee more than 30 restaurants in the district
- Ensure that all locations uphold the brand standards, meet ServSafe and local Health Department standards
- Lead player in the role out of a new POS and online ordering system
General Manager
Tropical Smoothie Café
01.2018 - 02.2020
- Oversee the day-to-day operations of the Café
- Attract and hire great talent
- Maintain food and labor cost to budget
- Increase sales and sales projections
- Train newly hired crew members and crew leaders
- Build a solid team to include an Assistant General Manager and Crew Leaders
- Hold crew members accountable and document if needed
- Conduct weekly inventory
- Handle Guest complaints in a timely manner
Training General Manager
Buffalo Wild Wings
Savannah, GA
02.2016 - 07.2018
- Responsible for training newly hired or promoted Managers for Corporate locations
General Manager
Buffalo Wild Wings
Statesboro, GA
12.2014 - 02.2016
- Accountable for restaurant performance and sales building activities
- Assesses opportunities within the trade area and implements plans to grow sales through established marketing programs and driving traffic to the restaurant
- Creates the Local Restaurant Marketing (LRM) plan and budget based on new and existing sales initiatives
- Leads a group of Guest Experience Captains (GECs) to help them execute against that plan and internal four-wall marketing and Guest experience
- Executes on new and existing regional sales development initiatives to strengthen and deliver restaurant profitability
- Interacts with restaurant Guests to ensure a 'WOW' experience is consistently delivered
- Assures the restaurants follows all brand standards to protect the Buffalo Wild Wings brand
- Acts as the brand ambassador in the local community and in the restaurants for Buffalo Wild Wings
- Provides guidance, coaching and development to the Operations General Manager and the Restaurant Management Team regarding all aspects of restaurant operations, four walls execution, Guest Experience and talent management
- Coordinates and facilitates training and development for the Operations General Manager and Guest Experience Captain
- Partners with resources (Regional Manager, Talent Management Services, Regional Marketing Manager, Market Experience Manager (MEM) where applicable, Finance, etc.) as appropriate to achieve objectives
- Executes and drives vendor programs that lead to creative ways to promote and drive sales of those specific products/programs
- Builds Guest Loyalty and drives Guest frequency
Operations General Manager
Buffalo Wild Wings
Savannah, GA
08.2013 - 12.2014
- Directs the execution of excellent operations within the restaurant
- Attracts, hires, develops and retains the talent needed to drive the business
- Manages the WCT (Wing Certified Trainers) program to ensure all Team Members in new roles are properly trained
- Responsible for performance management, coaching, developing and recognition of HOH and FOH Managers, Assistant Managers, Shift Leads, WCTs and hourly Team Members
- Utilizes all compliance systems, manager tools and procedures both in a timely manner and with integrity to ensure proper shift execution and efficient operations
- Ensures adherence to ServSafe Alcohol, Food and HACCP standards
- Responsible for overall food and alcohol costs
- Responsible for managing labor expense
- Responsible for continuous improvement of Team Member retention and engagement
- Partners with the General and Regional Manager to achieve objectives
- Ensures Team Members have the tools and resources necessary to achieve results
- Drives a culture of accountability in the restaurant
- Creates an environment where the Team Members are having fun, where camaraderie is observable to the Guests
Heart of House Manager
Buffalo Wild Wings
Opelika, AL
02.2013 - 08.2013
- Responsible for HOH (Kitchen) staff planning
- Development and performance management
- Responsible for all food/product matters in the HOH area
- Maintains a safe environment, and improves bottom line profitability through appropriate revenue management
Bar Manager
Buffalo Wild Wings
Opelika, AL
10.2011 - 02.2013
- Responsible for Front of House staff planning
- Development and performance management
- Responsible for all bar/drink matters in the FOH area
- Maintains a safe environment, and improves bottom line profitability through appropriate revenue management
Shift Lead
Buffalo Wild Wings
Valdosta, GA
02.2011 - 11.2011
- Ensure guest satisfaction
- Effectively handle guest complaints
- Conduct shift-to-shift meetings
- Keep General Manager and other Managers informed on all store related issues
- Conduct administrative functions
Education
Bachelor of Science - Criminal Justice
Valdosta State University
Valdosta, GA12-2007
Skills
- ServSafe Food Proctor
- Profit Maximization
- Team Building & Motivation
- Staff Training & Development
- Organizational Development
- Marketing tactics
- Social media control
- Financial planning
- Financial management
- Small business operations
- Service quality assurance
- Hiring and staffing
- KPI management
- Labor relations
- Marketing
- Client service
- Operations management
Timeline
Owner
CW Produce and Hidden Oaks Farm
03.2020 - Current
Regional Training Manager
Tropical Smoothie Café
02.2020 - 03.2021
General Manager
Tropical Smoothie Café
01.2018 - 02.2020
Training General Manager
Buffalo Wild Wings
02.2016 - 07.2018
General Manager
Buffalo Wild Wings
12.2014 - 02.2016
Operations General Manager
Buffalo Wild Wings
08.2013 - 12.2014
Heart of House Manager
Buffalo Wild Wings
02.2013 - 08.2013
Bar Manager
Buffalo Wild Wings
10.2011 - 02.2013
Shift Lead
Buffalo Wild Wings
02.2011 - 11.2011
Bachelor of Science - Criminal Justice
Valdosta State University
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