Randi Nelson

Successfully achieve overall store operations including staffing, training, coaching, developing, customer satisfaction, store safety and cleanliness standards, food/beverage quality, and financial performance. Communicate, model and enforce company policies and procedures.

• District Manager Mentee: Paired with district manager for personal development. Partner with other mentee's on projects to drive results in our region.
• Supported the development and promotion of baristas, shift supervisors and assistant managers thru encouragement and the creation of meaningful plans of action.
• Completed numerous dual-management assignments, point person for DM. Included in Regional Level meetings for visibility/development.
• Certified Manager-Coach-Mentor
• Coached and developed teams in multiple stores struggling to achieve sales, control costs, cleanliness, and customer satisfaction targets by inspiring and motivating them to want to succeed. Shift Supervisors and ASM's were developed from "key holders" to "leaders".
• Developed plan of action to improve drive thru speed. This plan helped our team achieve and sustain a regional record. As a result, I supported the district with drive thru standards certifications.
• Selected to be involved in the regional quarterly business review as a result of my store's success.
• Consistently achieve gross margin, controllable and total contribution results 10% above the regional average by driving sales and controlling costs. Coach and mentor peers on P&L management.

Held four "progressive" positions in a hi-volume location identified as a certified manager training store.

Kitchen Manager:

Responsible for all aspects of BOH operations including scheduling, ordering, hiring, training, coaching, and organizing. Performed inventory counts, controlled waste, created preparation lists, performed line checks, and upheld food safety. Trained new managers.

• Collaborated with chef to train cooks on test menu items resulting in successful nationwide launch of two new menu items
• Organized preparation and recipe cards to utilize in training of new cooks and for coaching/redirecting purposes
• Created plan of action to improve lunch ticket times resulting in an average decrease of 4-minute wait times during lunch

Service Manager:

Proficient in all aspects of FOH operations including scheduling, hiring and training, coaching, enforcing dress code, ensuring customer satisfaction, resolving food/beverage concerns, maintaining cleanliness. Trained new FOH managers.

• Developed store plan of action to improve the accuracy of host's wait time quotes.
• Motivated service and bar staff to win area "Margarita Madness" competition.

Bar Manager:

Hired, promoted and trained bartenders. Placed beer/ liquor orders. Negotiated "best price" with beer and liquor vendors. Performed inventory counts. Ensured bartenders were providing "legendary" customer service and repeat visitors.

Server/Trainer:

Provided prompt, accurate, and friendly service to customers and trained newly hired servers to do the same.

• Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Handled scheduling for executive's calendar and prepared meeting agenda and materials.
• Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.

• Hired, trained and supervised team of 50+ staff members to meet business goals.
• Analyzed service reports to identify areas of improvement.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Monitored service staff performance and provided feedback for improvement.
• Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.