Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Wendell Santiago

New York,NY

Summary

People-focused leader who utilizes empathy and connection to drive tangible business results. Extensive experience in the hospitality industry enables me to excel in coaching teams and leaders, guiding them towards success. Leveraging my expertise, I create an environment that promotes growth and fosters exceptional performance.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Franchise Business Consultant

Cinnaholic HQ
01.2021 - 09.2023
  • Business Coach to 20+ franchised locations
  • Completed 24 new store openings during tenure.
  • Led my regions of franchise partners to achieve higher compliance rates and success metrics compared to other regions, through effective training, support, and relationship management.
  • Assisted new franchise owners in establishing successful businesses from initial setup through ongoing support and guidance.
  • Developed and managed scorecard and reporting system to increase region's operations compliance
  • Provided financial analysis and advice to help franchisees increase profitability.

General Manager

Honeybaked Ham
01.2019 - 01.2021
  • Increased year over year B2B Gifting & Catering sales 7% in fiscal year 19' and 11% in 20'.
  • Increased customer satisfaction from less than 75% to over 90%, by developing individual training plans for all employees
  • Consistently maintained positive flow on profit and loss statement for unit generating $700k per year
  • Recruited to maintained staffing levels through peak volume periods.
  • Responsible for area store operations as needed

Area Manager

Wings Over
01.2018 - 01.2019
  • Responsible for directly overseeing 3 corporate owned restaurants and supporting 20 franchised locations
  • Drove a 20% increase in peak season sales through the negotiation and implementation of strategic brand partnerships for corporate-owned locations.
  • Improved customer satisfaction by 60% through the development and implementation of a company-wide training program focused on enhancing guest experience.
  • Developed and delivered leadership training to store leaders, focusing on coaching, team development, and goal achievement to boost employee satisfaction and performance.
  • Streamlined operations and achieved significant cost savings by leading a comprehensive overhaul of takeout and delivery packaging, involving sourcing, and seamless implementation across all locations.

General Manager

Daniel Boulud - Market & Winebar
08.2016 - 01.2018
  • Awarded Epicerie GM of the year 2018 for store performance.
  • Achieved improvement of 20% of location's overall satisfaction score by engaging team and leadership via training and development
  • Collaborated with neighborhood businesses to increase gifting and catering sales by 28% in FY 17'.
  • Optimized leadership efficiency through daily operations checklists and audits
  • Collaborated with sommelier team to introduce successful batched cocktails menu, driving wine bar revenue and profit.
  • Worked with team to provide timely and consistent feedback to department Chefs on their products

Assistant General Manager

Dean & DeLuca
01.2015 - 08.2016
  • Managed a large team of 100 associates within a store with an annual budget of 11 million.
  • Drove a 30% increase in halo department sales by curating a compelling product assortment, optimizing inventory levels, and ensuring exceptional product quality.
  • Increased overall store profit margin by 6% through strategic improvements and coaching leaders on purchasing and receiving
  • Provided coaching and development to department managers through weekly performance review meetings, fostering a culture of data-driven decision making and goal achievement.

Store Manager

Organic Avenue
01.2013 - 01.2015
  • Organized purchasing of new stores wares and equipment averaging savings of 20% on budget
  • Organized 4 marketing events per month in neighborhoods surrounding stores with average 60% ROI
  • Successfully launched and managed five stores, including the innovative 'fresh concept' store on Bleecker Street and the flagship store at Bryant Park
  • Developed comprehensive Standard Operating Procedures (SOPs) for new hires, ensuring consistent service and product quality
  • Implemented training tracking system to enhance employee skills and product knowledge.

Education

Bachelor of Arts - Corporate Communication

Baruch College
New York, NY
05.2014

Skills

  • Relationship building and management
  • Team Development
  • Strategic planning and execution
  • Process Improvement
  • Business Management
  • Coaching and Mentoring
  • Financial Management
  • Multi-unit management

Certification

Associate Professional of Human Resources (APHR), HR Certification Institute, 04/01/19

Timeline

Franchise Business Consultant

Cinnaholic HQ
01.2021 - 09.2023

General Manager

Honeybaked Ham
01.2019 - 01.2021

Area Manager

Wings Over
01.2018 - 01.2019

General Manager

Daniel Boulud - Market & Winebar
08.2016 - 01.2018

Assistant General Manager

Dean & DeLuca
01.2015 - 08.2016

Store Manager

Organic Avenue
01.2013 - 01.2015

Bachelor of Arts - Corporate Communication

Baruch College

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Wendell Santiago