MICHAEL GONZALES HARTENSTEIN
Tucson,AZ
Summary
Service-oriented hospitality leader with a strong background in managing high-volume operations and leading diverse teams. Expertise in emergency preparedness, customer recovery, and safety compliance. Committed to fostering a safe environment while delivering outstanding service. Seeking to leverage experience in a Delta Air Lines Flight Attendant role, prioritizing passenger safety and exceptional service.
Overview
1
1
Language
1
1
Certification
4
4
years of professional experience
Work History
GENERAL MANAGER
McDonald's Franchisee
Tucson, AZ
08.2022 - Current
- Led daily operations in high-volume, customer-facing environment, serving hundreds of guests while upholding service, safety, and professionalism standards.
- Lead and develop diverse teams through hands-on coaching, training, performance feedback, and clear communication.
- Create a welcoming environment for guests from diverse backgrounds while ensuring consistently positive customer experiences.
- Responded calmly and effectively to emergencies, operational challenges, staffing shortages, and high-pressure situations to maintain service continuity.
- Resolved customer concerns and service issues using active listening, sound judgment, and de-escalation skills to ensure positive outcomes.
- Enforce workplace safety procedures, accident-prevention practices, emergency preparedness protocols, and company safety standards.
- Conduct regular safety and operational inspections to identify risks and ensure compliance with company and regulatory requirements.
- Monitor security procedures, cash accountability, and loss-prevention practices to protect guests, employees, and company assets.
- Train employees and management on customer service, safety procedures, food handling, security awareness, and operational expectations.
Education
HIGH SCHOOL DIPLOMA / GED -
Marana High School
Tucson, ArizonaSkills
- Safety procedures
- Food Safety & Sanitation
- Service excellence
- Conflict resolution
- Operational Compliance
- Decision making
- Team leadership
- Sales Strategy
- Active listening
Accomplishments
- Successfully led and developed large, diverse teams in a demanding, fast-paced hospitality environment.
- Maintained strong food-safety and sanitation compliance through consistent training, coaching, and operational audits.
- Improved guest experiences through proactive customer recovery and service-focused leadership.
- Demonstrated calm, decisive leadership during emergencies, staffing challenges, and periods of exceptionally high customer volume.
- Balanced customer service, employee safety, security, and operational efficiency while maintaining team accountability.
Certification
SERVSAFE FOOD PROTECTION MANAGER, Comprehensive training in food safety, sanitation, contamination prevention, safe food handling, and public-health protection.
ADDITIONAL QUALIFICATIONS
- Extensive experience working directly with diverse customers and resolving service concerns.
- Comfortable working flexible schedules, including weekends, holidays, evenings, and extended shifts.
- Experienced working effectively in fast-paced environments where safety, communication, and teamwork are critical.
- Strong professional presence with a commitment to representing an employer's brand and values.
- Proven ability to multitask while maintaining attention to safety, customer needs, and operational details.
- Comfortable enforcing policies and procedures while maintaining a positive and respectful customer experience.
- Strong interpersonal skills with the ability to communicate effectively with customers, coworkers, and leadership.
Languages
Spanish
Native or Bilingual
Timeline
GENERAL MANAGER
McDonald's Franchisee
08.2022 - Current
HIGH SCHOOL DIPLOMA / GED -
Marana High School