MELISSA HEINZ
Glendale,CA
Summary
Accomplished hospitality operations leader with over 10 years of experience managing multi-unit venues, overseeing $4 million in annual revenue, and leading a team of more than 100. Known for improving staff retention, enhancing guest experience, and increasing profitability through hands-on leadership.
Overview
11
11
years of professional experience
Work History
General Manager
Golden Road Brewing
Glendale, CA
01.2017 - 01.2025
- Directed day-to-day operations of a high-volume restaurant, including talent acquisition, P&L oversight, and vendor negotiations, resulting in a reduction in costs.
- Coordinated vendors, service providers, purchasing, and inventory while adhering to strict budgets and operational goals.
- Developed and maintained SOPs, checklists, and training materials to ensure consistency and reliability.
- Handled sensitive HR matters, including hiring, on-boarding, training, performance management and disciplinary procedures
- Fostered a supportive, respectful environment through active listening, empathy, and clear communication.
- Administrative and payroll oversight. Budgeting, purchasing, and expense tracking.
- Planned and executed private events and appointments, balancing priorities and timelines.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
General Manager
Ball & Chain
Hollywood, CA
01.2014 - 01.2017
- Assisted in opening and organizing the establishment, implementing all operational systems and procedures.
- Streamlined processes to improve efficiency, without compromising service or food quality.
- Addressed customer concerns promptly and professionally.
- Coordinated building maintenance and vendor services, ensuring a clean and safe atmosphere for guests and staff.
- Served as the primary point of contact for guest concerns, resolving issues promptly and professionally.
Skills
- Administrative/Budget Management/Purchasing and Planning
- Exceptional Interpersonal skills/Staff Motivation
- Excellent Time Management and Attention to Detail
- Microsoft Office/Google Suite
- BeerTalk/WorkDay/Sterling One
- Bamboo/Adobe/Canva
- Midwestern Hospitality
- Sensory Training/ASL Workplace Training/RBS Workplace Harassment
- Beer Savvy Cicerone/TIPS Certified/Food Handlers
Hobbies and Interests
- My teacup Yorkie, Pablo
- Green Bay Packers and cheese curds
- Craft beer and live music
References
Abby Ritt, Dir. Hospitality - Craft West (720) 208-6907, abigail.ritt@gmail.com
Marie Mendoza, Executive Chef (562) 895-8661, mnmendoza@gmail.com
Timeline
General Manager
Golden Road Brewing
01.2017 - 01.2025
General Manager
Ball & Chain
01.2014 - 01.2017