Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
References
Timeline
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Nicholas Golde

Davenport,FL

Summary

Dynamic Operations Manager with a proven track record at Splitsville Luxury Lanes, driving $21 million in sales. Expert in process improvement and customer service, I excel in developing strategies that enhance operational efficiency and foster team collaboration, ensuring exceptional guest experiences and maintaining high standards of excellence.

Overview

11
11
years of professional experience

Work History

Operations Manager, Customer Experience

Splitsville Luxury Lanes
Orlando, Florida
03.2024 - Current
  • 21 million in Sales in 2024
  • Developed and implemented customer service policies and procedures to improve customer experience.
  • Worked closely with other departments such as marketing, sales, product development and finance to ensure alignment on company goals and objectives related to customer satisfaction.
  • Assessed existing processes, identified opportunities for improvement and recommended solutions that increased efficiency within the organization.
  • Provided exceptional customer service by anticipating guest needs before they arise.
  • Created new menu items based on customer feedback and industry trends.
  • Developed strategies for improved operational efficiency and customer satisfaction.
  • Resolved customer complaints in a professional manner to maintain positive relationships with guests.

Assistant General Manager

GHIRARDELLI CHOCOLATE COMPANY
Orlando, Florida
07.2016 - 08.2023
  • 11 million in sales in 2022
  • Constantly working with our Disney partners to deliver excellent guest service while also maintaining our company's standards of excellence.
  • Focus on creating partnerships with local businesses to help promote products and drive sales.
  • Develop and create Sales team.
  • Oversee all training and development of staff which includes supervisors and managers.
  • P&L Reports and Labor Forecasts submitted by me to the Regional Manager weekly.
  • Directly responsible for retail and restaurant ordering, product placement and promotions
  • All store inventory is conducted by me or delegated to other managers, barring my review.
  • Tasked with new hiring, onboarding, and scheduling based on forecasts.
  • Accomplishments:
  • 2021 Store of the Year

Sr Restaurant Manager

Cheesecake Factory Inc
Orlando, Florida
07.2014 - 06.2016
  • 21 Million in Sales in 2015
  • Responsible for opening and closing the restaurant based on schedule.
  • Opening responsibilities include morning meetings with opening KM to discuss prep validation, pars, 86 lists and staffing based on scheduled forecasts.
  • Also reviewed nightly reports, daily maintenance, and beautification issues
  • Reports also included forecasted sales, FOH maps, guest emails and DLB notes.
  • Safe counts and cash handling as well as preparing pick-ups/drop offs/change orders.
  • Also worked side-by-side with EKM and KM to review food and opportunities for improvement.
  • Also currently oversee all safety in the restaurant with monthly meetings and training
  • Assist in inventory ordering and tracking.
  • Accomplishments:
  • Only restaurant in the company to win Restaurant of the Year Award twice and top 5 in the company for 5 years in a row.

Education

Bachelor of Arts - Sport Management

University of Phoenix
Tempe, AZ
01-2007

Skills

  • Customer service
  • Sales forecasting
  • Process improvement
  • P&L management
  • Staff training
  • Inventory management
  • Time management
  • Problem solving
  • Effective communication
  • Operational strategy
  • Policy development
  • Team collaboration
  • Conflict resolution

Accomplishments

  • Ghiradelli Chocolate - 2021 Store of the Year
  • Cheesecake Factory - 2015 Restaurant of the Year

Languages

English
Professional
German
Limited
Spanish
Limited

References

References available upon request.

Timeline

Operations Manager, Customer Experience

Splitsville Luxury Lanes
03.2024 - Current

Assistant General Manager

GHIRARDELLI CHOCOLATE COMPANY
07.2016 - 08.2023

Sr Restaurant Manager

Cheesecake Factory Inc
07.2014 - 06.2016

Bachelor of Arts - Sport Management

University of Phoenix

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