Suzanne Fickes
Stewartstown,PA
Summary
Results-driven Multi-Unit Food Service Manager with extensive experience overseeing daily operations, staff performance, and financial outcome across multiple locations. Proven leader in school nutrition services, corrections food service, and quick-service restaurant environments. Expert in cost control, P&L management, food safety compliance, inventory management, and staff training. Recognized for turning around underperforming locations, developing high-performing teams, and consistently achieving top sales growth and bonus performance. Strong operational, organizational, and people-management skills with a focus on efficiency, quality and customer satisfaction.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Manager of Middle School Cafeteria
Baltimore County Public School, Office of Food and Nutrition
08.2021 - Current
- Ensure compliance with USDA school nutrition guidelines, local health regulations, and district policies.
- Oversee food preparation, cooking, portion control, and presentation to maintain quality, safety and consistency for over 800 breakfast and 1200 lunches.
- Manage inventory by ordering, receiving, storing rotating food and supplies to control costs and reduce waste.
- Prepare and maintain accurate production records, meal counts and financial documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Enforce food safety standards, including HACCP procedures, sanitation and routine safety inspections.
- Maintain cleanliness of kitchen, serving lines, dining areas, and equipment. 100% percent compliance with Health Dept inspection with zero infractions the past 5 years.
- Cash handling, POS procedures, and accountability, Deposits
- Certified Food Service Manager Level 1
Server
Casa Mia Restaurant
09.2025 - Current
- Bussed and reset tables to keep dining room and work areas clean.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Cultivated warm relationships with regular customers.
- Worked with POS system (TOAST) to place orders, manage bills, and handle complimentary items.
- Followed health and safety protocols
- Followed local alcohol laws to keep restaurant compliant
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Served food and beverages promptly with focused attention to customer needs.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards..
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Increased sales significantly by upselling higher-end products to customers.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Checked guests' identification before serving alcoholic
- Serv Safe Alcohol Certifed
Food Service Director - Corrections Multi-Site
Aramark
04.2017 - 04.2021
- Supervise, train and evaluate food service staff, including civilian employees and inmate workers.
- Direct and manage all food service operations within a correctional facility.
- Plan, implement, and oversee menus that meet nutritional standards, contractual requirements, and budget guidelines.
- Ensure compliance with local, state, and federal regulations, including health department standards, sanitation codes, and food safety requirements.
- Maintain security protocols within the kitchen and dining areas, ensuring proper controls and inventory of tools, equipment and supplies.
- Manage food purchasing, inventory control, receiving, storage and cost containment to minimize waste and theft.
- Oversee food preparation, portion control, special diets(medical, religious and therapeutic), and quality assurance.
- Maintain accurate documentation, including production records, temperature logs, inventory reports and compliance audits.
- Routine inspections of kitchen and storage areas for cleanliness, safety and theft.
- Emergency preparedness, contingency meal plans for lockdowns or disasters.
- Knowledge of correctional facility security procedures
- Experience managing large-scale food operations
- Ability to supervise diverse teams in a secure environment.
Phase 1 Training Store Manager
Wendy - Valenti Management Franchise
11.2001 - 01.2017
- Led a Phase 1 certified training restaurant, responsible for onboarding and developing new managers and crew members.
- Delivered hands-on-training in Wendy's operational standards, food safety, customer service and company policies.
- Ensured consistent execution of brand standards, procedures, and performance expectations.
- Coached management trainees on labor management, inventory control, food cost, and profit optimization.
- Maintained high performance in QSR audits, food safety inspections, and operational evaluations.
- Evaluated trainee progress and provided feedback
- Achieved strong sales growth, operational metrics and team retention during training periods.
- Achieved top 5 over 10 years and ranked number 1 in the company franchise for service, sales and financials.
- Took over underperforming locations and implemented corrective action plans to restore operational efficiency, improved sales, and achieve sustained profitability.
- Identified performance gaps and corrected deficiencies in staffing, training, food safety and inventory control to drive measurable improvements.
- Analyzed weekly and monthly P&L reports to identify cost variances and improve profitability. Achieved the longest- running continuous bonus performance within the franchise of 168 stores.
- Served as a acting District Manager during vacations, overseeing multiple locations
Education
High School Diploma -
Rancocas Valley Regional High School
Mt Holly, NJSkills
- Health inspections
- Food safety compliance
- Nutrition
- Meal planning
- Portioning
- Quality assurance
- Staff training and development
- Facility management
- Cost control
- Multi-Unit Operations
- P&L Management
- Staff leadership/Development
- Store Turnarounds
- Policy development
- Sanitation standards
- Foodservice recordkeeping
- Strategic planning
- Ordering and purchasing
- Business leadership
- Inventory management
- Menu development
- Employee scheduling
- Continuous operational improvement
- Performance Analytics
- Scheduling/Payroll/Timekeeping
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Developed and created new menus for corrections facilities
- Supervised team of 40 staff members.
Certification
Food Service Manager Level 1
Serv Safe Alcohol
Timeline
Server
Casa Mia Restaurant
09.2025 - Current
Manager of Middle School Cafeteria
Baltimore County Public School, Office of Food and Nutrition
08.2021 - Current
Food Service Director - Corrections Multi-Site
Aramark
04.2017 - 04.2021
Phase 1 Training Store Manager
Wendy - Valenti Management Franchise
11.2001 - 01.2017
High School Diploma -
Rancocas Valley Regional High School