SAGG TORRENCE
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Background includes improving performance, reducing costs and eliminating waste to maximize profitability of bar service operations. Strategic planner with superior communication and problem-solving abilities.
Overview
21
21
years of professional experience
Work History
Food & Beverage Supervisor
Blumenthal Performing Arts
10.2018 - Current
- Work with the director of food and beverage to supervise all staff including scheduling; instructing; assigning, reviewing, and planning work of others; maintaining standards; coordinating activities; allocating personnel; acting on employee issues
- Review the work of bar staff for completeness and accuracy
- Evaluate the performance of subordinates and offer training, advice and assistance as needed
- Ensure the food & beverage staff and bartenders provide the highest level of customer service to guests, patrons, and other users
- Responsible for routine and on-going communication with the director of food & beverage in all areas of the Food & Beverage operation
- Participate in professional growth and development opportunities to improve performance
- Assist in developing and implementing food & beverage policies and procedures
- Ensure all necessary ‘controls' are in place to monitor cash handling
- Prepare and administer sales reports and catering bills; maintain expense accounts, petty cash
- Under the direction of the director of food & beverage, meet with internal departments and clients to determine bar and catering needs
- Coordinate events requiring catering, receptions, and concessions services
- Coordinate client needs with various departments, including arrangements with caterers to provide services for clients
- Plan complete execution of catered receptions/events; prepare set up documents for building services and as needed, provide the set-up services
- Organize the set-up and breakdown for catered events; stock bars; set up and break down backstage hospitality area and areas used for internal meetings
- Assist in collecting and depositing catering commissions; make bank deposits; prepare reports on and maintain sales records in a timely, accurate and efficient manner
- Evaluate the need for department equipment and supplies and make consequent recommendations to the Director of Food & Beverage
- Maintain updated knowledge of state and local ABC laws and regulations and how the laws impact our business and processes
- Ensure the department inventory is properly and accurately maintained
- Accept deliveries; order and/or pick up products as needed for events
- Ensure proper maintenance and cleanliness of bar/reception areas always maintain high sanitation standards and ensure bartenders and supervisors know and understand as well as execute their responsibilities in this area
- Perform general administrative and office work, including attending meetings, preparing reports and correspondence, copying, and filling documents, entering computer data, etc
- Prepare and review various records and reports including purchase orders, check requests, show riders, sales summaries, sales reports, payroll, performance appraisals, budgets, catering estimates, various other reports, etc
- Worked directly with department Director of food & beverage to ensure both legal and performance criteria are met
- Interact and communicate with various groups and individuals such as the immediate supervisor, department heads and employees, subordinates, clients, caterers, vendors, and the general public
- Performs related duties as required.
- Planned operations to effectively cover needs while controlling costs and maximizing service.
- Delivered in-depth training to workers in bar service and customer-facing roles to promote strong team performance.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Maintained sound financial footing by overseeing department profit, loss and budgeting.
- Created and deployed successful strategies to boost staff performance, streamline operations processes and reduce waste.
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Maximized team productivity by expertly delegating tasks to bar staff.
- Planned routine upkeep of bar equipment and facilities for safe and efficient operations.
- Planned and executed promotions and special events in close collaboration with management.
- Stayed current with industry trends and innovations to boost competitiveness and customer appeal.
- Controlled expenses and boosted profitability by managing product and labor costs.
- Created new recipes, outlined steps, and training staff on correct preparation.
Manager of Operations and Safety
Greyhound Lines Inc.
07.2015 - 10.2018
- Selects, trains and mentors Driver personnel
- Ensures that all personnel have been trained and/or retrained according to Safety, DOT standards
- Daily interaction with the driver workforce
- Reviews manpower needs and ensures proper coverage
- Responsible for planning of driver vacations, scheduling and run change assignments
- Makes sure drivers are properly credentialed to operate a commercial motor vehicle
- Ensures drivers are reporting to work on time and in complete uniform ready to work
- Review and collection of DOT logs as well as driver ticket envelopes
- Works with OSC (Operation Support Center) to ensure operational execution
- Monitors on time performance on a real time basis
- Reporting on deviations from Standard Operation Procedures
- Maintained daily reports on efficiency of operations
- Knowledge of Safety and Workers Compensation, Labor relations & CBAs.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Customer Experience Supervisor
Greyhound Lines Inc.
07.2016 - 01.2017
- Selects, trains and mentors' hourly personnel
- Ensures that all personnel have been trained and/or retrained according to customer service standards
- Ensures highest level of customer satisfaction
- Concentration on terminal cleanliness and overall facility condition as well as employee appearance is critical
- Maintains high level of customer experience quality in accordance with company standards
- Ensures safety of passengers and employees by proactively removing hazards and fostering an environment of safety
- Ensures sound cash control and maintains GLI field accounting standards
- Provides employee development by providing ongoing feedback to employees concerning strengths and areas of needed improvement and recommends supplemental training programs
- Determines proper staffing levels to ensure customer service expectation are met
- Other duties as assigned.
Bar Operations Manager
Ajent Group, LLC
02.2005 - 05.2015
- Served as the founding Operations Manager of one of Charlotte's leading entertainment conglomerates with an average yearly operating budget of 1 million dollars
- Increased bar revenue from $20k monthly to $100k by partnering in promotional efforts with prominent industry vendors including Red Bull and regional radio stations
- Responsible for reducing overhead costs by 40% with the implementation and execution of an automated inventory system
- Led the talent acquisition and people development function which included the recruitment of all Ajent Group LLC staff, staff retention initiatives and execution of training programs
- Responsible for onboarding new hires, creating staff schedules and liaising with Paychex to provide payroll services to all staff
- Managed, controlled and reviewed all processes related to stock control, cash handling, and purchasing and other important procedures
- Diligently and creatively addressed and resolved employee concerns, grievances, and interdepartmental conflicts
- Maintained all accounting, cash, bar/food/inventory cost, payroll, and administrative controls
- Demonstrated skills accommodating private events featuring corporate leadership, sports figures and celebrities; credited with high degree of diplomacy resolving problems without sacrificing customer relations.
Business Representative/ Theatrical & TV Department
Screen Actors Guild
02.2003 - 12.2005
- Brought on to enforce production bylaws and contractual obligations, disseminate rulings and interpretations concerning principal and background performers
- Served as mediator in contract disputes between production managers, producers and attorneys
- Successfully engaged production companies in the signing of collective bargaining agreements while obtaining security interest and verifying chain of title
- Specialized in administering special agreements which included dubbing animation, micro-budget, modified and ultra-micro budget agreements
- Evaluated talent work conditions and ensured they were in accordance with job requirements and safety guidelines
- Hired, trained, and provided exceptional coaching and training to Administrative Assistant which led to outstanding work performance.
Education
Associate in Education -
Central Piedmont Community College
Associate of Science - Biology, History & Political Science
Central Piedmont Community College
Charlotte, NC05.2009
Skills
- Menu pricing
- Menu development
- Bar management
- Team leadership
- Customer service
- Event planning
- Catering coordination
- Budget management
- Scheduling staff
- Upselling techniques
- Beverage knowledge
- Quality control
Proficient In
- Excel
- Word
- PowerPoint
- Publisher
- Outlook
Volunteer Work Awards
- Volunteer, Habitat for Humanity
- Volunteer, The McKesson Corporation
- Consistently Recognized by Senior Leadership as top Performer in resolving customer inquiries, improving operational workflows, while exceeding set expectations.
Strengths And Core Competencies
- Adept at interviewing and assessing potential employees, evaluating performance and making recommendation on promotions.
- Skillful in establishing a cohesive and collaborative team environment through a positive and proactive leadership style.
- Persuasive, solution-oriented communicator with highly effective motivational skills.
- Strategic thinker with a proven track record of developing and implementing effective plans, creating solid strategic alliances, and consistently meeting deadlines and objectives.
- Superior ability to assemble talented teams and devise effective recruiting strategies, coupled with strong negotiation and problem-solving skills.
- Consistently Recognized by Senior Leadership as a top Performer in resolving customer service issues, improving operational workflows, while exceeding set expectations.
Timeline
Food & Beverage Supervisor
Blumenthal Performing Arts
10.2018 - Current
Customer Experience Supervisor
Greyhound Lines Inc.
07.2016 - 01.2017
Manager of Operations and Safety
Greyhound Lines Inc.
07.2015 - 10.2018
Bar Operations Manager
Ajent Group, LLC
02.2005 - 05.2015
Business Representative/ Theatrical & TV Department
Screen Actors Guild
02.2003 - 12.2005
Associate in Education -
Central Piedmont Community College
Associate of Science - Biology, History & Political Science
Central Piedmont Community College
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