Manny OGWO
Mesquite,TX
Summary
DIRECTOR OF OPERATIONS BEVERAGE/DINING SERVICES .
Improving Organizational Performance through Heightened Customer Satisfaction . Management Training and Morale Building. A hospitality industry executive with more than 15 years’ experience driving sales and improving food and beverage operations within hotel and restaurant environments. Expertise includes strategic leadership, P&L management, and team development.
Excellent qualifications in marketing, budgeting, expense control, staffing, training, and quality management. Key contributor to significant revenue gains and cost reductions. Reputation for resolving problems on first contact and improving operations through diligence and determination.
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
30
30
years of professional experience
Work History
Hired With a General Manager Mandate
On The Border Mexican Cantinas
Dallas Tx, TX
05.2020 - 07.2023
- Evaluated resumes, interviewed, and hire qualified candidates
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
DIRECTOR OF OPERATIONS
BUZZBREWS KITCHEN
09.2017 - 11.2020
- BuzzBrews kitchen is an eclectic and round the clock eatery specializing in all day breakfast favorite, omelet,salad, grilled meats, south of the border creations, and all you can drink coffee
- Responsible to lead diverse, cross functional teams of individuals to new levels of success in highly competitive market
- Delivered quality focused results in operational excellence, building talented teams, P&L management, Food & Beverage implementation, planning and brand positioning.
- Established and monitored quality assurance standards to achieve operational excellence.
- Mitigated business risks by working closely with staff members and assessing performance.
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
Multi Unite Manager
Café Brazil
01.2015 - 08.2017
- Dallas and Richardson, and, Arts.
- Trained new employees on proper protocols and customer service standards.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Multi-Unit General Manager
Richardson, Bishop Arts
01.2015 - 01.2017
- I am responsible for two 24-hour stores
- Hired and trained managers, supervisors, and hourly associates, train upcoming managers to General Manager status
- Evaluate employees’ performance and daily
- Maintenance of profit and loss statements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Operations Manager
Medieval Times Dinner & Tournament
01.2010 - 01.2014
- Plan, manage, and provide leadership for all outlets within 1K-seat facility generating up to $240K in sales per week
- Oversee food and beverage and gift shop merchandise operations encompassing budget management, kitchen functions, security measures, staff wardrobe, risk management, and cash control
- Direct 300+ staff along with 5 department managers, monitoring and evaluating performance
- Recognized for consistently exceeding customer expectations by ensuring quality service and building long-term relationships.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
Food and Beverage Manager
Marriott International, Marriott Quorum
01.2004 - 01.2009
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
Director of Restaurants
Marriott International, Marriott Quorum
01.2004 - 01.2006
- Promoted to Director of Food and Beverage based on strong performance in guest service, process improvement, team leadership, and staff training
- Managed restaurant, room service, and bar operations for 548-room hotel generating approximately $3.4M in annual food and beverage sales
- Monitored operations budget and supervised staff of 87 employees and 4 supervisors
- Controlled labor, food, and beverage costs
- Planned, organized, and conducted new hire orientation for 10–20 team members at a time
- Hand-selected as Property Coach to resolve staff and operational issues
- Achieved 100% guest satisfaction ratings for room service, restaurant, and bar departments
- Maintained lowest food costs of 28%–32%
- Successfully oversaw Managers-In-Training (MIT) program; ensured individuals were prepared to perform as successful leaders within 6-month time period
- Developed templates to calculate food and beverage department’s daily performance, increasing productivity and efficiency of operations
- Implemented unique measurement tools to adjust inventory levels and initiate immediate service.
General Manager
Tony Romas
01.1996 - 01.2003
- Challenged to restore and improve declining sales at restaurant; revenues rose rapidly through phone marketing campaigns offering discounted and/or complimentary meals and implementation of quality expectation measures
- Supervised more than 50 employees and managers, conducted performance appraisals, and ensured quality services and products
- Continuously increased sales by 21% each year
- Achieved 100% retention rate throughout 12-month period
- Received Tony Roma's Manager of the Year Award
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Earned Most Improved Store Award by introducing innovative marketing strategies and training managers on profit and loss statements to ensure understanding of factors impacting profits
- Increased guest satisfaction by 10%.
General Manager
East Side Mario’s Restaurant Inc
01.1994 - 01.1996
- Specifically hired to oversee, turn around, and start-up two restaurants
- Developed and updated kitchen and service department operating procedures for new Italian concept
- Created innovative, fresh menu items, food preparation techniques, and quality standards during first phase
- Worked in cooperation with
- Corporate Chef to test recipes, determine visual presentations and portion controls, and evaluate kitchen layout and efficiency
- Key player in resolving issues and complaints to enhance operations
- Provided guests with efficient and friendly service during dining experience
- Increased Plano’s sales by 4.1%
- Enhanced quality of service, consistently exceeding customer expectations
- Successfully turned around Arlington location’s dropping sales, poor quality, and low employee morale
- Received East Side Mario’s Restaurant Highest Sales Award.
Education
Master of Arts - International Trade Candidate
Laredo State University
Laredo, TXBachelor of Science - Political Science
Bishop College
Dallas, TXSkills
- PC Maintenance
- Cooking Procedures
- Estate Tax Returns
- Performance Metrics Analysis
- Inventory Control Processes
- Maintaining Clean Work Areas
- Proper Staffing
- Persuasive Negotiations
- Compliance Requirements
- Cash Handling
- Team Meetings
Timeline
Hired With a General Manager Mandate
On The Border Mexican Cantinas
05.2020 - 07.2023
DIRECTOR OF OPERATIONS
BUZZBREWS KITCHEN
09.2017 - 11.2020
Multi Unite Manager
Café Brazil
01.2015 - 08.2017
Multi-Unit General Manager
Richardson, Bishop Arts
01.2015 - 01.2017
Operations Manager
Medieval Times Dinner & Tournament
01.2010 - 01.2014
Food and Beverage Manager
Marriott International, Marriott Quorum
01.2004 - 01.2009
Director of Restaurants
Marriott International, Marriott Quorum
01.2004 - 01.2006
General Manager
Tony Romas
01.1996 - 01.2003
General Manager
East Side Mario’s Restaurant Inc
01.1994 - 01.1996
Master of Arts - International Trade Candidate
Laredo State University
Bachelor of Science - Political Science
Bishop College
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