Summary
Overview
Work History
Skills
Qualifications Summary
Professional Development
Timeline
Generic

Marcia Thomas

Flint,USA

Summary

Dynamic professional with extensive experience in restaurant management and training, notably at Applebee’s. Proven track record in driving top-line sales and enhancing guest experiences through effective communication and proactive management. Skilled in dementia care and problem-solving, consistently achieving high standards in operational excellence and employee retention. Kind Caregiver with experience addressing physical and emotional needs. Familiar with scheduling and managing appointments, coordinating household support, and offering caring companionship. Well-organized with medications and physically fit to handle any client need.

Overview

33
33
years of professional experience

Work History

Caregiver

Caregiver
Flint, MI
12.2019 - 09.2024
  • Parent – Dementia/Alzheimer’s

Operations/Support for New Restaurant Owner

Freelance
Saginaw, MI
07.2019 - 12.2019
  • Recruited for position due to prior success in role as Director of Training and Area Business Manager with expertise in opening domestic and international locations and catering sales. Ensured steps for Opening a new restaurant were in place. ie… Licensing, Business plan review worksheet and standard operating policies & procedures and submission of all documents to the State of Michigan. Coached owners for preliminary Health inspected. Set plan for Final inspections, which included Fire and Ansul systems, Food (Menu creation and pricing), Transitioned recipes for in home to restaurant capacity, Vendor setup, Dining room finalization, Payroll, Hiring expectations and needs. Business opened in Dec. 2019. Contract completed.

Associate Manager

Cracker Barrel
Bridgeport, MI
01.2018 - 06.2019
  • Directly responsible for restaurant and retail operations and creating a people pleasing environment. Ensures proper implementation of operational policies & procedures. Guarantees consistency of delivering fresh, high-quality food that has been prepared in the proper manner. Ensures high standards of quality control, sanitation, health and safety. Managing budgets and sales volume, while improving budgeted P&L’s. Drive top-line sales in restaurants and retail. Training unit for managers on policies & procedures and corporate initiatives.

General Manager

IHOP/ CFRA
Williamsburg, VA
07.2016 - 07.2017
  • Company Overview: IHOP chain; franchise operation – CFRA, Inc.
  • Recruited for position due to prior success in role as Director of Training and Area Business Manager with expertise in opening domestic and international locations and catering sales. Ensure corporate standard operating policies & procedures and corporate initiatives are adhered to. Managing budgets and sales volume, while improving budgeted P&L’s. Drive top-line sales. Trained managers in policies & procedures and corporate initiatives. Training of new managers and responsible for RTO candidates, day in the life at IHOP.
  • IHOP chain; franchise operation – CFRA, Inc.

General Manager/Area Coach

Café Rio Mexican Grill
Salt Lake City, Utah
07.2013 - 04.2016
  • Promoted to Area Coach for Short Pump and Newport News, VA in 2015. Hired and Trained Managers and staff for the Newport News location. Successfully open that location. Responsibilities included maintaining operations for both locations. Ensuring all standards are maintained, manage budgeted P&L’s. Directly responsible for daily operations of restaurants, everything made from scratch concept. Ensure corporate standard operating policies & procedures and corporate initiatives are adhered to. Developing new catering contacts and ensuring 100% satisfaction for existing customers. Responsible for Day on the job for potential new managers. Increased same store sales and catering sales Managed budgets and sales volume, while improving budgeted P&L’s. Drove top line sales, Highest Ever-Clean inspection in company at 95% and highest Mystery shop/audit score at 100%. Scores have remained in the 90’s throughout the years. Nominated in the top 5 stores for Margin improvement Award at annual Hawaii trip 2014. Leadership Award in 2015. Training of new managers and responsible for RTO candidates, day in the life at Café Rio.

Franchise Business Consultant

Quiznos Corporate
Denver, CO
11.2010 - 03.2013
  • Directly responsible for 45 stores in the Virginia and Maryland market. The market has been as many as 73 stores. The market is all franchise operated. Recruited for this position due to prior success in role as Director of Training, Area Business Manager and my expertise in opening domestic and international locations and catering sales. Ensure corporate standard operating policies & procedures and corporate initiatives are adhered to LSM techniques and programs. Development of Owners and Managers New store Openings, support and set up. Work with Owners in increasing same store sales and catering sales Managing budgets and sales volume, while improving budgeted P&L’s. Responsible for helping Owners drive top line sales. Coached Owners and Manager in break-even points and sales over break-even.

Corporate/Catering Sales Rep/Fundraiser Coordinator

The Honey Baked Ham Company
Fairfax, VA
11.2008 - 11.2010
  • Directly responsible for managing all corporate sales accounts. Retail/Counter Sales. Responsible for setting up all fundraisers (churches, Schools and Non-profit organizations). Taking and coordinating catering orders Delivery & Pick up.

Multi-Unit Manager

Caribou Coffee/Cosi Restaurants
Washington Dulles Airport, VA
01.2007 - 01.2008
  • Company Overview: Caribou Coffee and Cosi Restaurants; franchise operation – TRW Management
  • Directly responsible for developing ongoing training programs and new initiatives. Train staff in policies & procedures and corporate initiatives, and hourly staff. Interview, select and certify trainers. Development of Managers Control labor, liquor, and training costs. Handle all interviewing, hiring, training schedules, terminations and employee issues. Managing budgets and sales volume, while improving budgeted P&L’s. Ensure employee retention through on-going training, development and persuading them to work within the system.
  • Caribou Coffee and Cosi Restaurants; franchise operation – TRW Management

Director of Training

Red Hot & Blue Restaurants
Arlington, VA
01.2005 - 01.2007
  • Directly responsible for developing ongoing training programs and new initiatives. Trained managers in policies & procedures and corporate initiatives, including teaching sexual harassment and ServSafe to managers and hourly staff. I interviewed, selected and certified unit-level trainers. Selected and developed new store opening teams. Developed new manager training and key hourly training programs. Revised and structured hourly training programs to include documentation and accountability, in English and Spanish. Assisted in Controlling labor, liquor, and training costs. Assisted managers with interviewing, hiring, training, terminations and employee issues. Assisted in managing budgets and sales volume, while improving budgeted P&L’s. Increased employee retention through on-going training, development, and persuading them to work with the system. Worked hand in hand with operations, marketing and catering to reach all company goals. Coordinates/manages new store openings; selecting training teams, managing travel arrangements and accommodations, communicates with all departments regarding opening schedule, meets with opening management team prior to opening.

Director of Training & Area Business Manager

Applebee’s
Pittsburgh, PA
01.2002 - 01.2005
  • Company Overview: Neighborhood Grill & Bar chain; franchise operation – B.T. Woodlipp, Inc.
  • Directly responsible for developing ongoing training programs and new initiatives. Trained managers in policies & procedures and corporate initiatives, to including teaching sexual harassment to managers and staff. Interview, select and certify unit-level trainers. Provide oversight of new manager training programs. Control labor, liquor, and training costs. Assist managers with interviewing, hiring, training, terminations and employee issues. Manage budgets and sales volume, while improving budgeted P&L. Led stores to major increases in CSI (Customer Satisfaction Index) scores. Increased employee retention through ongoing training, development, and persuading employees to work within the system. Maintain costs, guest satisfaction scores and employee scores, while experiencing major fluctuations in door traffic. Business Manager responsibilities include financials for four locations: including sales, profitability, on-going manager development, QA/QC, guest satisfaction, associate development/retention and working with interdisciplinary teams.
  • Neighborhood Grill & Bar chain; franchise operation – B.T. Woodlipp, Inc.

Traveling Supervisor & Team Leader

Applebee’s International
Overland Park, KS
01.1992 - 01.2002
  • Supervised eight Grand Opening professionals to train 150-member staff and support management teams; led most Grand Openings in one year, out of 12 trainers. Opened more than 100 locations, including: Greece, Germany, Holland, Island of Curacao, Calgary, and in all states except Alaska. Effectively trained team members and met all training plans and guidelines. Managed the team member selection process and built strong rapport with staff. Selected to go to troubled locations due to experience and knowledge in turn-around management of underperforming operations. Trained new managers and set up training meetings for new food items and programs.

Skills

  • Articulate and personable
  • Patient care
  • Health monitoring
  • Personal hygiene assistance
  • Safety protocols
  • Effective communication
  • Emotional support
  • Proactive management style
  • Understanding guest experience
  • Building trust and loyalty
  • Problem solving/Decision making
  • Results Driven
  • Large & small group presentations
  • Verbal & non-verbal communications
  • Creative problem-solving skills
  • Delegation and follow-through
  • Dementia care
  • Problem solving
  • Physical therapy support
  • Mobility assistance
  • Empathetic listening
  • Dependable and responsible

Qualifications Summary

Motivating and Empowering Operations/Customer Service Manager with cross-functional expertise in Training, Team Leadership, Team Building, Owner/Manager Development, QA/QC, Ensuring Corporate SOP’s, Guest Relations, Catering Sales, P&L, and Budgets., Expertise in customer service, hiring, training and developing managers and associates, Proven success in achieving exceptionally high levels of guest satisfaction and sales, Articulate and personable, Proactive management style, Understanding guest experience, Building trust and loyalty, Problem solving/Decision making, Results Driven, Large & small group presentations, Verbal & non-verbal communications, Creative problem-solving skills, Delegation and follow-through

Professional Development

  • Participated in numerous seminars involving customer service training professional development and HR management.
  • Sexual Harassment/Diversity Training

Timeline

Caregiver

Caregiver
12.2019 - 09.2024

Operations/Support for New Restaurant Owner

Freelance
07.2019 - 12.2019

Associate Manager

Cracker Barrel
01.2018 - 06.2019

General Manager

IHOP/ CFRA
07.2016 - 07.2017

General Manager/Area Coach

Café Rio Mexican Grill
07.2013 - 04.2016

Franchise Business Consultant

Quiznos Corporate
11.2010 - 03.2013

Corporate/Catering Sales Rep/Fundraiser Coordinator

The Honey Baked Ham Company
11.2008 - 11.2010

Multi-Unit Manager

Caribou Coffee/Cosi Restaurants
01.2007 - 01.2008

Director of Training

Red Hot & Blue Restaurants
01.2005 - 01.2007

Director of Training & Area Business Manager

Applebee’s
01.2002 - 01.2005

Traveling Supervisor & Team Leader

Applebee’s International
01.1992 - 01.2002

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Marcia Thomas