Annie Lacroix
Windsor,ON
Summary
Dynamic General Manager with a strong focus on fostering a positive work environment and driving employee engagement. Skilled in problem-solving, effective communication, and managing daily operations to ensure exceptional customer experiences and operational success.
Overview
27
27
years of professional experience
Work History
General Manager
East Side Mario's
Windsor , ON
08.2022 - Current
- Managed daily operations and ensured high-quality service delivery.
- Fostered a positive work environment to boost employee morale and engagement.
- Analyzed customer feedback to improve service quality and dining experience.
- Collaborated with vendors to negotiate contracts and secure favorable terms.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Created schedules and monitored payroll to remain within budget.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Administered employee discipline through verbal and written warnings.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Tracked monthly sales to generate reports for business development planning.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Guided management and supervisory staff to promote smooth operations.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Oversaw staff training and development to enhance team performance.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Formulated policies and procedures to streamline operations.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Manager on Duty
East Side Mario's
Windsor, Ontario
06.2015 - 08.2022
- Supervised daily restaurant operations and ensured compliance with health standards.
- Trained new employees on service protocols and company policies.
- Collaborated with kitchen staff to ensure timely food preparation and delivery.
- Implemented safety procedures to create a secure dining environment for guests.
- Trained new employees on job duties and company policies.
- Audited cash registers at the end of each shift for accuracy.
- Provided guidance and support to team members when needed.
- Interacted with customers regularly to ensure their needs were met.
- Monitored staff performance and provided feedback to ensure quality customer service.
- Ensured compliance with safety regulations, company policies, and procedures.
- Developed strategies to increase customer satisfaction ratings.
- Reviewed daily sales reports to identify areas of improvement.
- Coordinated special events such as promotional campaigns or store openings.
- Promoted products and services offered by the company through various media channels.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Server/Bartender
East Side Mario's
Windsor, Ontario
04.2001 - 08.2021
- Delivered exceptional customer service in fast-paced dining environment.
- Took orders accurately and efficiently using point-of-sale systems.
- Promptly served food and beverages to enhance guest experiences.
- Maintained cleanliness and organization of dining and serving areas.
- Collaborated with kitchen staff to ensure timely order preparation and delivery.
- Trained new servers on menu items and service standards.
- Resolved customer inquiries and issues to maintain satisfaction.
- Supported inventory management by assisting in stock replenishment tasks.
Pizza Cook
East Side Mario's
Windsor, Ontario
02.1999 - 04.2001
- Prepared pizza dough and toppings according to standardized recipes.
- Operated kitchen equipment for baking and cooking pizzas efficiently.
- Maintained cleanliness and organization of the kitchen workspace at all times.
- Collaborated with team members to fulfill customer orders promptly.
- Monitored inventory levels and assisted with ordering supplies as needed.
- Ensured food safety standards were followed during food preparation processes.
- Assisted in training new staff on pizza preparation techniques and kitchen procedures.
- Provided excellent customer service by addressing inquiries about menu items.
- Ensured that all recipes were followed accurately when making pizzas.
- Kept work area clean by sweeping floors, washing surfaces, and disposing of trash.
Education
High School Diploma -
Essex District Highschool
Essex, ON06-1995
Skills
- Budget management
- Problem solving
- Operational efficiency
- Effective communication
- forecasting
- Performance monitoring
- Quality assurance
- Conflict resolution
- Strategic planning
- Supervision and training
- Sales
- Communication skills
- Profit generation
- Market
- Outsourcing
- Contract negotiations
- Performance analysis
- Client account management
- Proficient in [software]
- Supply chain management
- Budget
- Advertising and marketing
- Branding
- Strategy
- Staff management
- Stamping and assembly
- Service quality improvement
- Team oversight
- Budget allocation
- Team training and development
- Inventory control
- Leader
- Account management
- Product analysis
- Vendor relationships
- Staff motivation
- Succession planning
- Economic analysis
- Training and development
- Risk mitigation
- Financial document control
- Budget management
- Training and coaching
- Quality management
- Business administration
- Client relations
- Operations management
- Human resources leadership
- Team leadership
- Goal setting
- Product costing
- Cost analysis and savings
- Business development
- Safety protocol
- Sound judgment
- Leadership and team building
- Sales team development
- Profit and loss accountability
- Staffing
- Customer relationship manageIment
- Safety assurance
- Performance evaluations
- Budgeting and cost control
- Employee scheduling
- Budget management
- Labor cost controls
- Staff training
- Staff training and development
Timeline
General Manager
East Side Mario's
08.2022 - Current
Manager on Duty
East Side Mario's
06.2015 - 08.2022
Server/Bartender
East Side Mario's
04.2001 - 08.2021
Pizza Cook
East Side Mario's
02.1999 - 04.2001
High School Diploma -
Essex District Highschool