Michael Norman
Orlando,FL
Summary
Dynamic General Manager with a proven track record at Conrad Hotels & Resorts, driving $6 million in revenue during the opening year. Expert in beverage program management and team leadership, with a focus on strategic planning and market research. Recognized for enhancing guest experiences while maintaining profitability and luxury standards.
Overview
9
9
years of professional experience
Work History
General Manager
Conrad Hotels & Resorts
Orlando, USA
12.2023 - Current
- Opened Papaya Club, a Polynesian inspired cocktail bar and lunch outlet in addition to Forbes standard Pool & Beach F&B Service
- Incorporated operational additions generating over $100k in local revenue
- Maintained luxury standards and ensured brand alignment across all operations
- Hired and trained staff while managing P&L, budgeting, forecasting, planning, and event sales.
- Collaborated with corporate leadership to align design goals with operational execution
- 2024 Food and Beverage Team of the Year Hilton Worldwide
- 2026 Forbes 4 Star
- 5 Diamond Property
Beverage Director
Market to Table
Winter Garden, USA
06.2021 - 12.2023
- Reduced inventory by 25% while increasing beverage sales 125% over last year, through market research, new prep procedures, and training.
- Directed BEO beverage service, ensuring an upscale experience while maintaining profit margins.
- Trained new staff, conducted performance reviews and developed growth plans for staff members.
- Established relationships with distributors to secure product discounts and support.
- Developed new cocktails and products for retail sale, enhancing menu offerings.
- Redesigned and launched seasonal/monthly cocktail menus
- Maintained consistent Liquor, Beer, and Wine costs throughout the fiscal year totaling a 25% combined beverage cost over a two year period.
- Provided input for project redesigns during team meetings.
Restaurant Manager
The Smith
Washington, USA
02.2018 - 01.2020
- Trained servers and bartenders on menu items and service standards to ensure consistent service quality.
- Identified service gaps and implemented strategies to enhance guest experience.
- Mediate concerns between FOH staff and upper management to create a positive work environment.
- Collaborated with training manager to develop tailored training programs for U Street location.
- Maintained a 28% combined Liquor, Beer, and Wine costs.
Bar Manager
Hanks Cocktail Bar
Washington, USA
06.2017 - 12.2017
- Managed P&L, hiring, inventory, and training to ensure efficient bar operations.
- Created and released seasonal cocktail menus utilizing local ingredients and brands.
- Built relationships with local brand representatives to secure product support and enhance offerings.
- Developed online social media presence in collaboration with social media team, increasing brand engagement.
Education
Bachelor's degree - Information Technology
NVCC
Skills
- Food service operations
- Sales and forecasting
- Beverage management
- Menu coordination
- Cost analysis
- Financial reporting
- Operational efficiency
- Payroll and budgeting
- Recruitment and training
- Culinary and guest relations experience
- Customer engagement strategies
- Leadership planning
- Microsoft Office proficiency
Additional Information - Work Authorization
Authorized to work in the US for any employer
Timeline
General Manager
Conrad Hotels & Resorts
12.2023 - Current
Beverage Director
Market to Table
06.2021 - 12.2023
Restaurant Manager
The Smith
02.2018 - 01.2020
Bar Manager
Hanks Cocktail Bar
06.2017 - 12.2017
Bachelor's degree - Information Technology
NVCC