Resourceful professional in management operations known for high productivity and efficient task completion. Possess specialized skills in strategic planning, team leadership, and operational improvement. Excel in communication, problem-solving, and adaptability, ensuring seamless execution of business strategies and enhancement of team performance.
Hi, I’m
Phellip Fonseca, MBA
General Manager
Herndon,VA
Summary
Overview
10
years of professional experience
Work History
Dulles International AirportSterling, VA
Director of Guest Experience
08.2023 - Current
Job overview
- Spearheaded the enhancement of guest experience by implementing personalized services, resulting in a 10% increase in customer satisfaction scores
- Established and managed a team of 30+ staff members, ensuring top-tier service delivery and seamless operations across Washington Dulles airport lounge
- Developed and executed comprehensive training programs, elevating staff performance and maintaining consistently high service standards
- Collaborated with cross-functional teams to optimize lounge facilities, resulting in a 7% reduction in operational costs while maintaining exceptional service quality
- Implemented data-driven strategies to improve guest flow and reduce wait times, leading to an improvement in overall lounge efficiency
- Led initiatives to expand lounge offerings, including premium amenities, entertainment options, and partnerships with local businesses, resulting in increased membership retention
- Fostered a culture of continuous improvement, conducting regular performance evaluations and feedback sessions to drive staff development and motivation
- Established strong relationships with vendors and suppliers to secure competitive pricing and enhance the lounge experience
- Developed and managed annual budgets, ensuring cost-effective operations and delivering consistent profitability
- Led crisis management and resolution efforts, maintaining guest satisfaction during adverse situations and emergencies
- Implemented sustainable practices, including waste reduction and energy efficiency initiatives, aligning the lounges with environmentally conscious values
- Successfully integrated digital technologies into the guest experience, introducing a user-friendly mobile app for seamless lounge access, reservations, and personalized services
- Developed and executed a comprehensive cleanliness and hygiene program, reassuring guests amid the COVID-19 pandemic and earning industry recognition for safety measures
- Played a pivotal role in expanding the lounge network by identifying strategic locations and collaborating with airport authorities to secure new lounge openings
- Implemented a guest feedback system and utilized data analytics to identify areas for improvement, resulting in a 11% increase in guest satisfaction ratings
- Led a team of guest experience professionals in delivering exceptional services, fostering a culture of excellence, and achieving consistently high guest reviews
- Oversaw the maintenance and upgrade of lounge facilities, ensuring a comfortable and aesthetically pleasing environment for guests
- Managed a multi-million-dollar budget, optimizing resource allocation to drive revenue growth and cost-efficiency
- Acted as a liaison between lounge management and executive leadership, providing regular performance reports and strategic recommendations
Chick-Fil-AArlington, VA
Regional Manager
05.2018 - 06.2023
Job overview
- Successfully navigated and managed changes such as menu updates, technology integrations, and COVID-19 protocols, ensuring minimal disruption and sustained operations
- Directed and managed operations for a multi-state region of Chick-Fil-A franchises, driving consistent growth, profitability, and guest satisfaction
- Provided guidance and support to franchise owners, ensuring adherence to brand standards, operational excellence, and effective cost management
- Led regular performance assessments and provided actionable recommendations to optimize store operations and enhance customer experiences
- Built high-performing teams by recruiting, training, and mentoring restaurant managers and staff members, resulting in improved service quality and staff retention rates
- Implemented professional development programs that enhanced leadership capabilities and fostered a culture of continuous improvement
- Implemented streamlined processes and best practices across all locations, resulting in a 20% reduction in operational costs and a 10% increase in productivity
- Leveraged data-driven insights to identify bottlenecks and optimize workflows, leading to more efficient customer service and increased revenue
- Ensured consistent quality and safety standards across all regional locations, exceeding health and safety regulations and maintaining a spotless record of compliance
- Cultivated strong relationships with suppliers, vendors, and cross-functional teams to negotiate favorable terms and maximize supply chain efficiency
- Implemented key performance indicators (KPIs) to track and measure store performance, utilizing data-driven insights to make informed decisions and drive operational improvements
- Prepared comprehensive reports and presentations for executive leadership, highlighting regional achievements, challenges, and strategic recommendations
Alfred Restaurant GroupWashington, DC
Regional Manager
01.2015 - 01.2018
Job overview
- Spearheaded the opening of 2 new French casual upscale dining locations, ensuring each venue met brand standards and exceeded guest expectations
- Developed and implemented strategic operational plans to optimize service delivery, resulting in a 15% increase in customer satisfaction scores across the region
- Managed and mentored a team of 8 General Managers, fostering a culture of excellence and accountability that led to a 10% reduction in employee turnover
- Conducted regular audits of restaurant operations, including kitchen efficiency, FOH service, and overall guest experience, ensuring adherence to company standards
- Collaborated with culinary and marketing teams to launch seasonal menu offerings, driving a 12% increase in revenue during peak dining periods
- Led the implementation of a comprehensive training program for all front-of-house and back-of-house staff, resulting in a 20% improvement in service consistency and quality
- Negotiated vendor contracts and maintained strong relationships with suppliers, achieving a 7% cost reduction on key ingredients without compromising quality
- Developed and monitored key performance indicators (KPIs) to track restaurant performance, using data-driven insights to make informed decisions and drive continuous improvement
- Established and enforced health and safety protocols, leading to a 100% compliance rate in all health department inspections
- Played a key role in brand development and positioning, contributing to the group's recognition as a leading provider of French casual upscale dining in the region
- Managed the P&L for all regional locations, consistently achieving or exceeding budgetary targets through strategic cost management and revenue generation initiatives
- Orchestrated regional marketing campaigns in collaboration with the marketing team, resulting in a 25% increase in foot traffic and new customer acquisition
- Introduced a customer loyalty program that boosted repeat business by 18% and enhanced overall brand loyalty
- Oversaw the implementation of a new POS system across all locations, streamlining operations and improving reporting accuracy
- Coordinated with HR to develop employee engagement initiatives, leading to a 10% increase in employee satisfaction scores and a more cohesive team environment
- Played a pivotal role in crisis management during the COVID-19 pandemic, including adapting operations to comply with health guidelines and maintaining strong customer relationships through innovative service models
Education
Southern New Hampshire UniversityManchester, NH
B.A. from Business Management
University Overview
Western Governors University
M.B.A. from Business Administration
University Overview
Western Governors University
M.S. from Business Management and Leadership
University Overview
Skills
- Strong interpersonal skills
- Problem solving skills
- Conflict resolution
- Communication skills
- Excellent verbal communication skills
- Excellent written communication skills
- Expert in Microsoft Suite
- Supervising experience
- Computer skills
- Proven track record of leadership
- Guest experience enhancement
- Team leadership
- Budget management
- Data analytics
- Operational efficiency
- Customer relationship management
- Crisis management
- Staff training
- Problem solving
- Effective communication
- Performance evaluation
Timeline
Director of Guest Experience
Dulles International Airport
08.2023 - Current
Regional Manager
Chick-Fil-A
05.2018 - 06.2023
Regional Manager
Alfred Restaurant Group
01.2015 - 01.2018
Southern New Hampshire University
B.A. from Business Management
Western Governors University
M.B.A. from Business Administration
Western Governors University
M.S. from Business Management and Leadership
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