MARK JEFFCOAT
ALEXANDRIA,US
Summary
Accomplished General Manager and Director of Operations with over 17 years of experience leading dynamic teams and optimizing multi-unit operations. Demonstrates exceptional skills in management, recruiting, and conflict resolution, driving profitability and enhancing customer service in the food service industry. Passionate about fostering a culture of accountability and innovation, consistently achieving financial goals through strategic planning and effective communication.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Multi-Unit General Manager
Kraken Kourts and Skates
01.2023 - 05.2025
- Managed operations of an 85,000 sq ft venue featuring a 50ft bar, tavern , skate Rink, pro style pickle ball courts and private cabanas.
- Oversee all Managers daily duties and ensure company standards, policies, and procedures are being met.
- Director of Operations multi units
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Oversaw financial management, budget management, accounting and payroll activities.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Reconciled accounts regularly to maintain up-to-date information.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Generated performance and labor strategies to compete in new and existing markets.
- Conducted periodic assessments to evaluate company's financial performance.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Boosted income through efficient control of food, labor, and beverage costs.
- Maximize on profit control down to the bottom line of p&l
DIRECTOR OF OPERATIONS MULTI UNITS
Oohs & Aahs Soul Food Restaurant & Bar
Washington, DC
11.2019 - 01.2023
- Oversaw all Managers daily duties and ensure company standards, policies, and procedures are being met.
- Ensure all Manager daily checklists and deadlines are being met.
- Show leadership through hard work, loyalty, dedication, and honesty both to the management and the team.
- Gained and upheld respect from Managers and team members through dedication, integrity, and effective leadership.
- Lead the process of all disciplinary action of General Managers, Assistant Managers, and Shift supervisors.
- Managed recruitment, hiring, and evaluation processes for managerial staff.
- Manage P&L make sure businesses are making profit
- Oversee food cost, labor cost, supply cost, etc to ensure all metrics are met Facilitate an environment of motivation through consistent rewards, appreciation, and acknowledgement of the Front of House and Back of House team members when they have performed a good job and met or exceeded performance goals.
- Act as a mentor for new Managers and develop their talents for the greater benefit of them, and our guests.
- Lead performance evaluations, succession planning, and goal development efforts for all management team members.
- Creating a positive work culture for all team members.
- Troubleshoot stores that are experiencing issues in operations, report and evaluate issues with the Management on how to better improve the store and implement necessary changes at the stores.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
AREA DIRECTOR 4-6 UNITS
KFC / Taco Bell
Fort Washington, MD
12.2012 - 03.2019
- Oversee all Managers daily duties and ensure company standards, policies, and procedures are being met.
- Ensure all Manager daily checklists and deadlines are being met.
- Growing sales, meeting budget, and creating a culture of accountability
- Integrated exceptional customer service model with FOH Team for every Guest.
- Communicate company initiatives and tactics to drive sales and profitability
- Recruit, hire, train, develop, and communicate through consistent daily interactions and weekly meetings with all General Managers and Assistant Managers.
- Conduct regular individual meetings with Managers and Team Members.
- Reinforce Team Members' skills and Managers' leadership behaviors.
- Identify and implement strategies to retain the best Team Members.
- Control receiving and inventory levels.
- Create and delegate daily goals and tasks and ensure completion through consistent follow-up.
- Monitored sales performance to optimize scheduling and staffing.
- Adhere to company policies, procedures, all state and federal wage and hour regulations, and restaurant filing responsibilities.
- Implemented new procedures and technologies that improved efficiency and streamlined operations.
Director of Food and Beverage
Hotel Lombardy
Washington, DC
02.2007 - 10.2012
- Create Excellent Guest Experiences: Partner with Store Leadership to ensure our guests favorite items are always available and our store is looking brand new.
- Build Teams and Leaders: Recruited and trained a diverse, people-focused crew. Supported my team’s development and growth with a focus on skills-training.
- Ensured sales growth through effective order execution and adherence to brand standards.
- Ensure the store is adequately staffed and prepared for any special guest or mystery shop that comes its way.
- Lead Food Safety and Food Operation Partners with Store Leadership to ensure all back of house team is ServSafe certified and protects food margins through consistent PAR execution.
- Developed and implemented strategic initiatives to enhance menu offerings, increasing guest satisfaction and revenue.
- Managed vendor relationships, negotiating contracts to optimize cost efficiency while maintaining quality standards.
- Led and trained a diverse team, fostering a culture of collaboration and excellence in service delivery.
- Maximized profitability with cost control measures, optimizing purchasing processes and reducing waste.
Education
Diploma - undefined
HD Woodson Sr High School
Washington, DC01.2007
Skills
- Food service (Expert)
- Customer service (Expert)
- Labor cost analysis (Expert)
- Management (Expert)
- OSHA
- Restaurant experience
- Communication skills (Expert)
- Conflict management (Experienced)
- Negotiation
- Recruiting
Certification
- ABRA CERTIFICATION ABRA
- FOOD HANDLERS MANAGER CERTIFICATION Food handlers
- SERVSAFE CERTIFICATION Servsafe
ADDITIONAL INFORMATION
WORK AUTHORIZATION Authorized to work in the US for any employer
Timeline
Multi-Unit General Manager
Kraken Kourts and Skates
01.2023 - 05.2025
DIRECTOR OF OPERATIONS MULTI UNITS
Oohs & Aahs Soul Food Restaurant & Bar
11.2019 - 01.2023
AREA DIRECTOR 4-6 UNITS
KFC / Taco Bell
12.2012 - 03.2019
Director of Food and Beverage
Hotel Lombardy
02.2007 - 10.2012
Diploma - undefined
HD Woodson Sr High School