MARLENE GOMEZ
Santa Ana,CA
Summary
Hospitality leader with extensive multi-unit and general management expertise in guest service team development and daily operations. Cultivates high-performing teams through effective coaching, strategic scheduling, and comprehensive training while ensuring labor control compliance and seamless front- and back-of-house execution.
Overview
2
2
Languages
17
17
years of professional experience
Work History
GENERAL MANAGER
Harborside
Newport Beach, California
12.2024 - Current
- Directed hospitality operations, prioritizing guest satisfaction and maintaining high service standards.
- Improved guest satisfaction through hospitality service and responsive issue resolution.
- Responded to guest issues quickly and used each case as a staff coaching opportunity.
- Addressed guest concerns proactively and used service gaps as coaching opportunities for staff development.
- Strengthened staff coaching by using guest concerns as development opportunities.
- Coached staff on authentic guest engagement and stronger service standards.
- Trained, mentored, and supervised hourly staff to follow company standards.
- Aligned hourly staff with company expectations through training, mentoring, and supervision.
- Managed staff schedules, hiring, and daily shift meetings to enhance team morale and operational productivity.
- Supported morale and productivity through scheduling, hiring, and daily shift meetings.
- Oversaw staff scheduling, hiring, and daily shift meetings to sustain morale and productivity.
- Partnered with kitchen management to keep front-of-house and back-of-house work running smoothly.
- Worked with kitchen management to coordinate smooth front-of-house and back-of-house execution.
- Enabled smooth operations through kitchen management partnership on front-of-house and back-of-house coordination.
- Managed labor tracking, inventory control, and operational checklists to support quality assurance.
- Monitored labor, inventory, and daily checklists to support quality control.
- Supported quality assurance through labor tracking, inventory monitoring, and checklist management.
- Completed audits and reviewed compliance with company policies, health rules, and safety rules.
- Performed audits and monitored compliance with company policies, health, and safety regulations.
- Protected compliance through audits against company policies, health rules, and safety standards.
- Maintained compliance with company ordering procedures and cost-control standards.
- Followed company procedures for ordering inventory and controlling costs.
- Executed payroll processing to ensure timely employee payments., invoices, and financial reports to support budget goals.
- Maintained budget control through payroll processing, invoice handling, and financial tracking.
- Administered payroll, invoicing, and financial tracking to support budget performance.
- Managed daily deposits, non-cash transactions, and accurate financial record-keeping.
- Supported accurate cash handling through daily deposits, non-cash payments, and recordkeeping.
- Executed daily deposit procedures to secure cash transactions., non-cash payments, and accurate financial records.
- Monitored facility maintenance and equipment to ensure safe work conditions.
- Oversaw facility maintenance and equipment readiness to support safe workplace conditions.
- Supported safe operations through oversight of facility maintenance and equipment.
- Worked with leadership to address repair needs quickly.
- Coordinated with leadership to prioritize and resolve repair needs.
- Reduced repair delays through coordination with leadership on maintenance needs.
- Kept staff informed of updates and changes through company communication tools.
- Reduced repair delays through coordination with leadership on maintenance needs.
- Maintained budget control through payroll processing, invoice handling, and financial tracking.
- Supported accurate cash handling through daily deposits, non-cash payments, and recordkeeping.
- Controlled inventory and ordering compliance through adherence to company procedures.
MULTI-UNIT GENERAL MANAGER / REGIONAL DISTRICT
Karl Strauss Brewing Company
Costa Mesa, California
11.2009 - 12.2024
- Directed profit-and-loss performance and day-to-day operations for multiple high-volume locations at once.
- Maintained multi-site operations with minimal revenue loss during construction period.
- Supported consistent food quality and policy compliance across all venues to maintain brand standards.
- Improved guest satisfaction by building service-first culture centered on excellence.
- Mentored staff to build genuine guest connections and raise service quality.
- Handled guest complaints and turned concerns into coaching opportunities for team growth.
- Trained and supervised hourly teams to maintain company standards.
- Established mobile support team by recruiting skilled managers and coordinating training sessions. by training managers and improving labor schedules across sites.
- Set up facility and coordinated local marketing for post-renovation grand opening.
- Partnered with kitchen leadership to align front- and back-of-house workflows.
- Monitored labor costs, inventory levels, and operational checklists to support quality control.
- Completed regular audits to uphold company policies and health and safety compliance.
- Rolled out communication platforms to share timely updates and policy changes with staff.
- Oversaw facility maintenance and equipment upkeep to support safe working conditions.
- Introduced new server training program that lowered guest complaint rate across three locations.
- Analyzed beverage inventory shrinkage patterns and implemented new pour protocols to minimize overpouring waste.
- Coordinated with brewery production team to plan seasonal menu rollouts and promotional beer releases.
- Negotiated vendor contracts for cleaning supplies and smallwares that reduced monthly operating expenses.
- Developed two assistant managers who advanced to general manager roles at other company locations.
BARISTA
Starbucks
01.2019 - 01.2021
- Prepared beverages and food items while maintaining quality, speed, and consistency.
- Ensured accurate order entry and payment processing through effective use of POS system.
- Promoted daily specials and created welcoming dining experience to enhance guest satisfaction.
- Maintained cleanliness and organization of restaurant to uphold health, safety, and operational standards.
Education
BACHELOR OF SCIENCE - Business Administration And Management
University of Phoenix
Arizona02-2027
UNDERGRADUATE - Certification in Leadership and Management
University of Phoenix-Arizona
Phoenix, AZ06-2026
MEDICAL BILLING CERTIFICATION -
Newbridge College
Santa Ana01-2011
Skills
- Guest experience enhancement
- Operational efficiency
- Revenue growth strategies
- Profit and loss accountability
- Budget optimization strategies
- Cost control
- Inventory management
- Operational financial oversight
- Financial acumen
- Financial administration
- Sales transaction management
- Team leadership
- Staff training
- Staff development
- Team training
- Talent acquisition strategies
- Collaboration and teamwork
- Effective communication
- Problem solving and attention to detail
- Staff motivation
- Client management
- Customer relations
- Talent acquisition strategies
- Team training
Personal Information
Title: Human Resources Director
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
GENERAL MANAGER
Harborside
12.2024 - Current
BARISTA
Starbucks
01.2019 - 01.2021
MULTI-UNIT GENERAL MANAGER / REGIONAL DISTRICT
Karl Strauss Brewing Company
11.2009 - 12.2024
BACHELOR OF SCIENCE - Business Administration And Management
University of Phoenix
UNDERGRADUATE - Certification in Leadership and Management
University of Phoenix-Arizona
MEDICAL BILLING CERTIFICATION -
Newbridge College