MICHAEL YOUNG
Charleston,SC
Summary
A dynamic, visionary operations leader with expertise in streamlining operations, optimizing processes, increasing revenue, and leading high-performing teams to achieve organizational goals and objectives within aggressive timelines and competitive environments. Highly skilled in developing and implementing innovative, data-driven strategies to engage employees, drive profitability/EBITDA, and reduce costs. Leverages business acumen to effectively communicate and cultivate trusted relationships with stakeholders at all levels. Proven track record of motivating a diverse workforce through evolving situations and challenges while providing world-class customer service. Foster insightful employee development by focused mentoring, specialized training, and strategic performance management leading to a positive workplace culture that drives results. A passion for creating a great working environment for my employees, always believing that if you take care of your internal customers, the external customers will be happy.
Overview
10
10
years of professional experience
Work History
Director of Operations
Marco's Pizza
Charleston, SC
01.2019 - 11.2022
- Promoted to lead a team of 8 GMs, 20 Shift Managers, and over 200 staff members across a district of 8 franchise full-service restaurants with annual net sales of $10.5M
- Direct all facets of operations including financials, employee relations, quality, safety, metrics, and surveys
- Maintain a focus on sales, hospitality, and sanitation and consistently exceed company targets
- Facilitate weekly meetings to review P&L, performance goals, and promote transparent communications
- Instill a growth-oriented working environment in all locations
- Grew district from 2 stores to 7 stores, opening 2 new fully operational locations within 2 months
- Recognized for achieving overall sales YOY in 2020 and for order accuracy, ranking #4 out of 800 stores
- Proactively implemented staffing and recruiting strategies to maintain operations despite the challenges brought on by the COVID-19 global pandemic
- Partnered closely with store GMs to pool staffing resources to ensure each location was operable, benefiting the district as a whole
- Drove an increase in YOY sales by an average of 25% and achieved 8 weeks of record sales in 2021 amid the pandemic
- Designed and implemented effective cost controls and creative local marketing campaigns to increase sales and profitability of the newest store location from -12% to 10%
- Revitalized three different store locations, requiring extensive staff restructuring, retraining, and implementation of comprehensive systems to ensure restaurant success and sustainable growth
- Recruited, trained, and motivated teams to achieve a completion rate of 90%+ for operational metrics across all locations
- Personally developed & promoted 30 people to shift managers, assistant managers, & general managers throughout tenure
- Set goals and expectations for direct reports using performance review process, holding staff accountable.
- Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
- Communicated clear and consistent messages regarding departmental goals to produce desired results.
- Established operational guidelines and identified opportunities for improvement.
General Manager
Marco's Pizza
Charleston , SC
01.2014 - 01.2019
- Hands-on leadership of a team of employees across all areas of restaurant operations with increasing responsibility for additional store locations based on prior store success
- Averaged store sales of $28k per week
- Oversight of all financials, inventory, marketing, staffing, training, and sales, while complying with all safety regulations and high customer service delivery standards
- Refined business acumen throughout tenure, and targeted improvements across customer service, workplace culture, talent development, and sales metrics
- Spearheaded major improvements in customer and employee interactions
- Implemented new processes to enhance communications between employees and customers and improved order satisfaction and accuracy, achieving a national ranking of #8 out of 840 stores for accuracy
- Improved customer service through focused coaching and training with delivery drivers
- Gained a reputation for high store standards, expectations, follow-up, and accountability for cleanliness, training, better metrics, improved key indicators, and staffing
- Consistently exceeded set company targets related to food, service, labor, sales, and profit results
- Performed accurate sales forecasting and strategic planning to identify opportunities within operational plans
- Maximized profitability by evaluating profit and loss statements and developing action plans to address areas for financial improvement
- Promoted a positive workplace culture, provided ongoing and clear communications, created individualized development plans, and focused on employee recognition, leading to increased employee engagement and retention
- Analyzed and evaluated key inventory and supply levels and staffing needs based on customer demand, resulting in tightly controlled food and labor costs
- Built new vendor relationships and maintained existing relationships for facility upkeep, including HVAC, plumbing, and cooler repair professionals.
Front of House Manager
Hall's Chophouse
Charleston , SC
11.2022 - 05.2023
- Managed busy and highly popular restaurant with professional, well-trained staff.
- Motivated staff through acknowledgment of hard work, achievements and instilling accountability while leading by example.
- Performed accurate monthly inventories of supplies and equipment, including food, beverage, glassware and utensils.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Upheld restaurant standards for food and beverage quality, team member engagement, financial goals, standard operating procedures and guest experiences.
- Emphasized customer-focused approach, delivering local neighborhood restaurant environment centered on building customer loyalty.
Business Owner
Pristine Auto Detailing
Charleston , SC
05.2021 - Current
- Determined pricing for products or services based on costs and competition.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Resolved issues quickly through meticulous research and quick decision-making.
- Managed operations budgeting, accounts payable and accounts receivable and payroll.
- Set pricing structures according to market analytics and emerging trends.
- Conferred with customers to understand needs and finalize purchase orders.
- Served clients with on-site detailing services at businesses and homes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Promoted products using Facebook and Instagram.
- Analyzed market data to determine ways to reach target audience or intended segments.
- Designed website and social media content to make more user-friendly, adding creative touches and photos.
Education
Culinary Arts Coursework -
The Art Institutes
Skills
- Team Building/Leadership
- Continuous Improvement
- Strategic Planning
- Restaurant Operations
- Customer Retention
- Research/Data Analysis
- Marketing Campaigns
- P&L Management
- Cost Savings Initiatives
- Vendor Relationships
- Employee Development
- Stakeholder Management
- Revenue Growth
- Streamline Operations
- Training and Mentoring
- District Leadership
Affiliations
- ServSafe Certificate - National Restaurant Association
- 8-week Leadership Seminar - Diamond 6 Leadership & Strategy
- SC Life, Accident and Health Insurance Provider - Series 19-03 - SCDOI
Timeline
Front of House Manager
Hall's Chophouse
11.2022 - 05.2023
Business Owner
Pristine Auto Detailing
05.2021 - Current
Director of Operations
Marco's Pizza
01.2019 - 11.2022
General Manager
Marco's Pizza
01.2014 - 01.2019
Culinary Arts Coursework -
The Art Institutes
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