Emaleen Johnston
Edmonton,Alberta
Summary
High-energy and versatile hospitality management professional offers proven skills in strengthening operational procedures, enhancing team productivity and streamlining processes. Adaptable in changing environments with strategic decision-making skills. Decisive planner and analytical problem solver with skill in managing teams to meet stringent objectives. Performance-oriented and hardworking to create approaches to boost long-term business success.
Overview
10
10
years of professional experience
Work History
Assistant General Manager
Nandos Chickenland
08.2023 - 11.2024
- Partnered with General Manager to communicate financial related metrics and targets to Restaurant Managers and Nandocas and updating them on weekly performance.
- Collaborated with General Manager and management team, interpreting, forecasting, and managing financial side of restaurant and considering factual data such as month end reports (P&L) to make decisions.
- Analyzed customer feedback data to identify areas of improvement and develop solutions. Including Guest XM platform, Mystery Shopper and Surveys.
- Using figure 8 to praise great execution and Guest service and to coach issues that might impact Guest experience.
- Managed budget implementations, employee reviews, training and schedules.
- Responsible for recruitment, hiring, and onboarding process for new employees to build skilled workforce committed to excellence in service delivery.
- Managed financial aspects of business, including budgeting, forecasting, and cost control for optimal profitability. Including responsibility for profit and loss reports, accruals and push backs.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Participated in community outreach events, strengthening ties with local organizations while enhancing brand visibility.
- Enhanced communication among team members through regular meetings, promoting open dialogue about challenges and opportunities for improvement.
- Led team in FOH to achieve record-high customer satisfaction scores through dedicated service and attention to detail.
- Managed inventory levels to prevent overstocking or stockouts, ensuring availability of popular items.
General Manager
Crumbl Rabbit Hill For ZZA Hospitality Group
03.2023 - 07.2023
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Interacted well with customers to build connections and nurture relationships.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Trained and guided team members to maintain high productivity and performance metrics.
- Completed comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations. Implemented training protocols and set the standard required for the store that would be rolled out in future locations.
- Led the training of new Crumbl store employees from Calgary including acquiring a General Manager that fit the parameters set out by ZZA.
General Manager
Fuzed Kitchen & Bar
03.2022 - 02.2023
- Increased overall company efficiency by streamlining operations and implementing basic foundations surrounding managerial strategies.
- Established standard employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Managed diverse team of professionals, fostered positive work environment and high employee satisfaction. Including language and cultural barriers.
- Directed industry standard marketing efforts to establish presence in local markets.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented robust inventory management systems around alcohol including ordering, accepting and monitoring to provide accountability.
- Developed and maintained relationships with customers and suppliers through account development.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Formulated policies and procedures to streamline operations.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
Restaurant Front of House Manager
Cineplex Entertainment
11.2019 - 10.2021
- Leading and supporting employees, creating and maintaining good working relationships through recognition, example and feedback.
- Enforced all policies and procedures by coaching, motivating, and training FOH employees
- Hiring, training and reviewing staffing levels for host/hostesses, servers and bartenders
- Created and distributed staff schedules.
- Maximized staff efficiency and productivity by adjusting schedule requirements through forecasted projections and ticket sales.
- Ordering of all liquor, receiving and invoicing.
- Created and nurtured working relationships with outside vendors/service reps through effective communication that led to cost effective product rotation.
- Conducted one on one meetings with FOH employees to ascertain training needs and personal development.
- Developed and implemented corrective action plans based on review of guests comments cards and guest satisfaction results.
- Managed inventory through effectively ordering and stocking uniforms, linens, beverages and front of house supplies.
- Submitted payroll nightly.
- Implemented Enhanced Food Safety and Cleaning Operations through training and monitored standards through internal nightly audits.
Restaurant General Manager
Yummy Asian Limited
09.2016 - 11.2019
- Oversaw two businesses, managing family-style casual restaurant with takeaways facility serving fish and chips as well as food from restaurant menu.
- Overhauled existing technical systems through execution of system upgrade from stand alone point of sale system to integrated point of sale system (Menumate)
- Responsible for the Sale & Supply of Alcohol holding a duty managers certificate.
- Oversee quality controls; budget management; health & safety compliance; and the recruitment and performance of restaurant/takeaway team members.
- Cost products and services; conduct staff training reviews; balance cash and complete balance sheets, cash reports and itemize and maintain inventory
- Increased return customer patronage by 26% within the second quarter of trade by establishing mandatory customer service training program for all customer-facing employees by implementing an Employee Handbook, a restructured probationary period and hands on shadow training.
- Developed business relationships with local wine representatives to source the best local wines at reasonable prices by attending wine tastings, visited local vineyards to familiarize with the winemakers and create mutually beneficial relationships this led to a 33% increase in wine sales by the second quarter of trade.
- Reduced food costs by 8% after identifying and eliminating inventory issues such as excess ordering, poor storage and inefficient waste management.
- Purchased food and cultivated strong vendor relationships.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Coordinated and organized all restaurant inventory. Hired and managed all kitchen staff.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Oversaw food preparation and monitored safety protocols.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction. Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank each day.
- Investigated and integrated enhanced service and team management strategies to boost business profits.
- Limited portion sizes and used garnishes to control food costs.
- Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
Front of House Manager/Receptionist
Hitchcock Enterprises - Centennial Court
08.2014 - 09.2016
- Duty Manager while on the floor, maintaining alcohol consumption regulations.
- Set dining tables to prepare for diverse types of events and follow strict service standards.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Monitored dining rooms for seating availability as well as service, safety and well-being of guests.
- Prepared dining room for special upcoming functions, including decorating and generating and printing out special group menus using Adobe.
- Performed cash handling activities and secured nightly bank deposits.
- Managed day-to-day FOH operations to drive quality, standards and meet customer expectations.
- Controlled cash and credit receipts by adhering to cash handling and reconciliation procedures to comply with company policies and procedures.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Assisted staff in building menu expertise to answer customer questions and make personal recommendations.
- Worked with the Head Chef to create profit driven seasonal menus that utilized regional produce and complimented local vineyard gems (Central Otago Pinot Noir)
- Managed the hotel in the weekends to provide downtime for the owners by performing daily reconciliation, check outs, generating daily clean schedule for cleaners which included cleaning myself.
Education
Bachelor of Science - Psychology, Neuroscience And Behaviour
Otago University
Dunedin, New ZealandDiploma - Small Business Management
Otago Polytechnic
Alexandra12.2008
Diploma - Hospitality
Otago Polytechnic
Cromwell06.1995
Skills
- First Aid
- Food Safety
- Pro Serve
- Team Building
- Food costs
- Staff supervision
- Quality control
- Quality Standards
- Hiring
- Employee training
- Service prioritization
- Performance evaluation
- Training and mentoring
- Workflow planning
Timeline
Assistant General Manager
Nandos Chickenland
08.2023 - 11.2024
General Manager
Crumbl Rabbit Hill For ZZA Hospitality Group
03.2023 - 07.2023
General Manager
Fuzed Kitchen & Bar
03.2022 - 02.2023
Restaurant Front of House Manager
Cineplex Entertainment
11.2019 - 10.2021
Restaurant General Manager
Yummy Asian Limited
09.2016 - 11.2019
Front of House Manager/Receptionist
Hitchcock Enterprises - Centennial Court
08.2014 - 09.2016
Bachelor of Science - Psychology, Neuroscience And Behaviour
Otago University
Diploma - Small Business Management
Otago Polytechnic
Diploma - Hospitality
Otago Polytechnic
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