Merry Cartner
Durham,NC
Summary
Unique Director of Operations with expertise in team leadership, policy development, and operational efficiency. Proven ability to enhance service quality and drive employee development, leading to improved performance metrics and streamlined workflows.
Overview
21
21
years of professional experience
Work History
Director of Operations
UV Hospitality
Durham, NC
04.2023 - Current
- Oversee daily operations to ensure smooth workflow across all departments.
- Manage financial planning for operational efficiency.
- Analyze performance metrics to identify areas for improvement.
- Created strategies to support location managers in achieving operational goals.
- Complete thorough opening, closing, and shift change functions to maintain operational standards each day.
- Develop and implement training programs for staff development.
- Create policies and procedures for improved workflow processes.
- Monitor inventory levels to ensure adequate stock is available at all times.
- Work in tandem with Ownership, Marketing, and HR to support staff during organizational developments, changes, and everyday.
General Manager
The Cheesecake Factory
Durham , NC
12.2017 - 03.2023
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Managed daily operations to ensure smooth restaurant functioning.
- Oversaw staff performance and maintained high service standards.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Ensured compliance with local health department regulations regarding food safety standards.
- Conducted weekly meetings with management team to review progress against established objectives.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Assistant to the General Manager
The Cheesecake Factory
Atlanta, GA
11.2013 - 12.2017
- Supported General Manager in daily operational decision-making processes.
- Coordinated staff schedules, ensuring peak hour coverage for optimal service delivery.
- Managed daily operations of the office including ordering supplies and equipment.
- Managed inventory levels and facilitated supply orders to maintain operational efficiency.
- Assisted in training new employees on company policies and procedures.
- Resolved critical operational challenges to ensure smooth business functioning.
- Provided feedback on performance reviews of employees.
- Collected and analyzed guest feedback, providing actionable insights to management for service improvement.
- Acted as a liaison between members of different teams throughout the restaurant.
Manager
The Cheesecake Factory
Atlanta, Georgia
07.2008 - 11.2013
- Managed daily operations and ensured smooth restaurant functioning.
- Scheduled staff shifts to align with peak business hours and events, optimizing operational effectiveness.
- Led team training programs to enhance service quality and efficiency.
- Monitored staff performance and provided feedback to improve service quality.
- Resolved guest issues promptly to maintain high satisfaction levels.
- Oversaw inventory management to maintain stock levels and minimize waste.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Conducted performance reviews for team members.
Server/Trainer/Expediter
The Cheesecake Factory
Miami, Florida
02.2005 - 07.2008
- Trained new servers on menu knowledge and guest service protocols, enhancing overall guest satisfaction.
- Provided exceptional service to high volume of daily guests.
- Monitored and evaluated server performance during training period, ensuring compliance with restaurant standards and enhancing service quality.
- Utilized a variety of teaching methods, including digital tools and hands-on practice, to accommodate different learning preferences.
- Coordinated with kitchen staff to arrange menu tastings, enabling servers to describe dishes accurately and enthusiastically to guests.
- Facilitated positive, engaging work environment for team members, contributing to improved team morale.
Education
Some College (No Degree) -
Clemson University
Clemson, SCSkills
- Operational efficiency
- Financial controls implementation
- KPI tracking
- Inventory management
- Policy development
- Policy development and enforcement
- Team leadership
- Management team building
- Staff management
- Conflict resolution
Timeline
Director of Operations
UV Hospitality
04.2023 - Current
General Manager
The Cheesecake Factory
12.2017 - 03.2023
Assistant to the General Manager
The Cheesecake Factory
11.2013 - 12.2017
Manager
The Cheesecake Factory
07.2008 - 11.2013
Server/Trainer/Expediter
The Cheesecake Factory
02.2005 - 07.2008
Some College (No Degree) -
Clemson University