NATHAN SHEPARD

• Traveled to Most Texas Locations to help support Managers with day to day operations.
• Help support the brand with New Diner Opening, to insure a smooth opening.
• Monitored customer service metrics and provided feedback to team members, upholding quality standards.
• Organized and led training sessions to keep team updated on new technologies and support protocols.
• Helped support new POS training and rollout to the Texas Market - went from Aloha POS to Toas POS.
• Prepared employee schedules for maximum coverage during key hours.
• Monitored employee and customer interactions to assess quality of service.
• Fostered positive team culture, encouraging open communication and collaboration among team members.
• Managed daily operations to ensure smooth functioning of the support department.

• Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Developed departmental systems and procedures to better align workflow processes.
• Delivered new employee onboarding and training sessions via TalentReef and UGK.
• Selected and assigned instructors to conduct specific training programs.
• Tested all training software and hardware prior to commencing training programs.
• Communicated all learning and performance objectives, schedules and training assessments to upper management.
• Managed all exempt employee coaching, training and performance improvement actions.
• Organized and edited training manuals, multimedia visual aids and other educational materials.
• Directed training programs and development paths for managers and supervisors.
• Helped Training Department implement a Certified Training Programs, to help better assist in training of all new hires, as well as getting some kind of reward for doing something great.
• Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
• Managed budget implementations, employee evaluations and contract details.
• Enhanced operational efficiency and productivity by managing budgets, accounts and costs.

• Supported regulatory compliance by overseeing all audits to verify protocol adherence.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
• Managed budget implementations, employee reviews, training, schedules and contract negotiations.
• Designed modern employee recognition program which boosted productivity and improved morale.
• Held weekly meetings with Managers, and bottom 10% to identify techniques to overcome sales obstacles.
• Held monthly ServSafe classes, and testing within the area (Houston & Louisiana) to comply with local Heath Departments, and EcoSure Standards.

• Helped maximize profits by controlling TCI (Total Controllable Income)
• Worked with Training Manager for the region to help make sure all new Managers/Associates were being trained properly. Helped build CLC team from ground up, to help support Manager in enforcing standards.
• Conducted all first round associate interviews, before passing along to GM
• Was in charge of scheduling to labor budget, yet making sure enough staff was in place to create the best experience for our guest
• Ordered all food orders, produce, and liquor/beverage orders.
• Evaluated employee performance and developed improvement plans
• Coached and mentored employees by delivering training, guidance and performance monitoring on the spot.
• Maintained positive work ethic and commitment to providing excellent service to improve operations efficiency and customer satisfaction.
• Enhanced sales by implementing merchandising and promotional improvements, by making our Royalty Program a priority, and by effectively communicating Daily, WTD, and PTD results.
• Maintained World Class Food Safety programs by be certified to complete Standard Line Checks twice daily, to ensure that only In Date, Safe, In-Temp Product is being served to our guests!
  

• Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives.
• Managed Service and Marketing department with over 30 employees
• Managed day-to-day operations, including supervision and assignment delegation
• Mentored Training Team Member to teach new employees to maximize team performance and achieve daily performance objectives.
• Reviewed performance reports and used data to develop continuous improvement initiatives.
• Led employee performance reviews and discussed improvement strategies with each team member.
• Was appointed as Safety Manager for the Unit, conducted safety inspections though-out unit to make sure that equipment, environment, best practices were safe.
• Developed and implemented promotional strategies to drive business success. Assessed employees’ strengths and delegated tasks based upon expertise and knowledge Exceeded sales and profit goals by supervising all marketing and planning activities
• Exceeded sales and profit goals by supervising all marketing and planning activities.
• Directed market planning and research to identify new business partnerships.
• Conferred with advertising managers to develop and implement marketing plans.
• Managed in-house solicitation mailings and other fundraising initiatives by creating and routing materials, generating mailing lists, executing mail merges and overseeing collation and sends.
• Raised awareness and captured catering sales through marketing campaigns.
  

• Culinary Manager
• Managed 60,000+ worth of product per period.
• Answered customers' questions and addressed problems and complaints in person and via phone.
• Educated customers on product and service offerings.
• Offered exceptional customer service to differentiate and promote the company brand. Kept the Kitchen clean and maintained neat, orderly product storage.
• Built customer confidence by actively listening to their concerns and giving appropriate feedback.
• Conducted all major roll outs, such as Lobster Fest, Crab Fest, and Endless Shrimp. Hired, and trained Kitchen staff. Such as A/C, L/C, assembler, CGM, Utility,and Prep Specialist.
• Reviewed P&L with General Manager once per period, along with Ops Ledger.
• Helped keep Kitchen expenses in line, and under budget.

Beverage and Hospitality Manager

• Exceeded personal sales goals for 2 quarters in a row.
• Answered customers' questions and addressed problems and complaints in person and via phone.
• Opened and closed the store, which included counting cash drawers and making bank deposits.
• Maintained visually appealing and effective displays for the entire store.
• Processed all Liquor/Beer/Wine orders and maintained organized stock shelves.
• Processed all sales transactions accurately and in a timely fashion.
• Communicated information to customers about product quality, and value Communicated store policy violations to the leadership team in a timely manner.
• Conducted training for all new promotional drinks.
• Hired and trained hosts, service assistants, and bartenders staff line.
• Partnered with Service Manager to create a positive atmosphere with contests to boost moral.

• Employment law, PHR/SPHR, compliance, Microsoft Office Suite, HRIS, recruiting, hiring, employee benefits, staff development, retention.
• Accounting, forecasting, strategic planning, cash management, human resources, regulatory compliance, financial trends, banking.
• Answered customers’ questions and addressed problems and complaints in person and via phone.Opened and closed the store, which included counting cash drawers and making bank deposits.
• Processed shipments and maintained organized stock shelves.
• Held each team member accountable for achieving brand and performance goals.
• Attend 1 team meetings each month to voice concerns and offer constructive feedback to others.
• Recruited, hired, developed and retained talent for the company
• Work with Director of Operations, and Franchise Owner to put in place "World Class Ops" in all Flag Ship stores in the franchise.
• Directed strategic and brand-appropriate marketing initiatives to improve presentation and maximize sales..

Initiated program that standardized employee training and led to increase in customer satisfaction by 12% the first Period (month) after I took over the unit. Partnered successfully with the Area Coach and Region Coach to produce a well maintained unit, functioning equipment, and mutable new processes and routines. Took over a (failing) non-food-safe store and was able to have it to a passing rate in 3 months. Reduced and controlled expenses by once again training and coaching TM and SM to properly watch and count inventory.

Served as mentor to junior team members. Trained, coached and mentored staff to ensure smooth releasing and the revealing of new products, systems, and business partnerships.Created new revenue streams through putting a Prep Plan in place. Implemented innovative programs to increase employee loyalty and reduce turnover. Partnered with Region Coach to test Flag-Ship training, to train TM to SM in 2 weeks vs 6 weeks. General Manager of an Sports Bar style Unit, with 40+ team members. Beer and Wine inventory, along with full service experience.