Desired Job Title
Manager of Guest ExperienceManager of Guest ExperienceDivisional Sales ManagerService/Bar ManagerKitchen ManagerLocation Preference
On-SiteHybridRemoteLocation: St. George, CanadaSt. George, NB
Open to relocation: Yes
Open To Work
Verified
This profile is verified using an email address.
JEFF CLASSEN
St. George,Canada
Work Preference
Summary
Accomplished manager adept at leading cross-functional teams to optimize guest engagement and operational performance. Expertise in staff training, inventory management, and creating action plans that align with business objectives and enhance customer loyalty.
Overview
25
25
years of professional experience
Work History
Manager of Guest Experience
East Side Mario's
Saint John, Canada
07.2024 - Current
- Oversee operations in the kitchen as well as the front of house.
- Conduct accurate weekly food and alcohol inventories.
- Identify areas of opportunity and create action plans to bring costs in line with the restaurant budget.
- Coached service staff to drive average check and sales opportunities; created actionable plans to meet or exceed sales targets.
- Coach kitchen staff as to follow food recipes, eliminating unnecessary waste and following all food safety guidelines.
- Create action plans to meet targets for operations audits as well as Steritech inspections.
- Work with restaurant General Manager to develop a business plan that allows us to reach our restaurant's sales goals through community involvement; Social Media exposure and providing the 'Perfect Guest Experience' for every guest who enters our building.
- Completing the schedule for both the kitchen and front of house to maximize guest experience while meeting our labour targets.
- Mentoring our supervisors and senior staff with regards to the training of new associates to ensure they are focused on assisting us to meet our targets in each area of restaurant operations.
- Enhanced guest satisfaction through attentive service and personalized interactions.
- Trained team members on service standards and customer engagement techniques.
- Managed reservations and seating arrangements to optimize guest flow and comfort.
- Collaborated with kitchen staff to ensure timely food delivery and quality standards.
- Addressed guest concerns promptly, resolving issues to maintain a positive experience.
- Implemented feedback mechanisms to gather insights on guest preferences and suggestions.
- Coordinated special events, ensuring seamless execution and memorable experiences for guests.
- Monitored dining area cleanliness and ambiance to uphold restaurant standards of excellence.
- Assisted in resolving guest complaints in a professional manner.
- Collaborated with team members to streamline operations and enhance workflow. between multiple departments in order to maximize efficiency.
- Created weekly schedules for staff members to ensure adequate coverage during peak hours.
- Tracked sales data to identify trends in customer preferences and make recommendations accordingly.
- Inspected equipment daily to ensure proper functioning and safety standards were met.
- Collaborated with management team to develop new policies that would enhance the guest experience.
- Provided training sessions for new employees on customer service expectations.
- Monitored staff performance and provided feedback for improvement.
- Analyzed customer feedback surveys to identify areas for improvement within the facility.
- Implemented strategies to improve customer satisfaction and loyalty, enhancing overall guest experience.
- Provided assistance to customers with questions or concerns about their visit.
- Ensured guests had an enjoyable experience by providing exceptional customer service.
- Communicated effectively with other departments regarding guest needs and requests.
- Responded to guests, including email, telephone, and in-person inquiries.
- Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
- Delegated work to staff, setting priorities and goals.
- Trained, managed and motivated employees to promote professional skill development.
- Directed and supervised staff performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Oversaw daily business activities to ensure smooth functioning of restaurant, client relations and IT.
- Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
Manager of Guest Experience
Montana's Cookhouse
Kitchener/Cambridge/Waterloo, Canada
08.2016 - 06.2024
- Built, trained, and developed a strong team of associates focused on guest satisfaction and operational excellence.
- Conducted monthly performance reviews for each associate and created a development plan for each to grow and progress within the restaurant.
- Created associate schedules using financial forecasting and SRS data from previous year to align with labor budgets.
- Conducted accurate ordering, inventories, and product usage to monitor waste and identify opportunities for maximizing product flow.
Divisional Sales Manager
Staples Canada
Kitchener and Waterloo, Canada
06.2011 - 04.2016
- Developed sales plans for each department to meet financial targets.
- Maximize networking opportunities with store customers to identify business growth opportunities.
- Identify, hire, train, coach, and develop a strong team of associates in each area of responsibility by utilizing available recruitment and networking resources.
- Monitored customer satisfaction survey results, identified service gaps, and resolved issues to enhance customer satisfaction.
- Reviewed profit and loss statements to identify cost-cutting opportunities and increase profit margins.
- Prepare and conduct performance reviews for supervisor and associates in my departments. Create an individualized plan to assist in their continued development.
- Manage day to day operations of front cash office, service department, copy and print services, and technical repair/configuration services.
- Oversee the protection of assets through cash control management and loss prevention awareness.
Service/Bar Manager
Montana's Cookhouse
Kitchener, Canada
11.2006 - 06.2011
- Maintained overall guest satisfaction rating above company average for 8 consecutive periods.
- Ensured all guest issues are resolved appropriately and in a timely fashion.
- Developed and maintained server dashboard to set restaurant targets and monitor weekly individual guest satisfaction and financial results.
- Conducted monthly service seminars to enhance guest satisfaction and financial outcomes through goal setting and group training sessions.
- Maintained a cost of sales of 31% or better for 6 consecutive periods through accurate inventory/ordering procedures, and associate training/mentoring.
- Represented restaurant on JHSC committee by conducting monthly workplace inspections, identifying health and safety risks, creating action plans, presenting recommendations to management, and implementing solutions.
Kitchen Manager
Montana's Cookhouse
St. Catharines, Canada
10.2004 - 11.2006
- Built, trained, and developed a strong team of associates focused on guest satisfaction and operational excellence.
- Conducted accurate ordering, inventory management, and product usage analysis to minimize waste and optimize product flow.
- Maintained a cost of goods of 32% or better for 10 consecutive periods.
- Conducted monthly performance reviews and developed individual growth plans for associates to enhance their career progression.
- Developed associate schedules using financial forecasting and historical data to align with labor budgets.
- Member of stores' training team at store opening - assisted management team in setting up restaurant systems, hiring and training new staff, and successfully executing VIP events and first day of operations.
Assistant Kitchen Manager/Training Team
Montana's Cookhouse
St. Catharines, Canada
08.2004 - 10.2004
Kitchen Supervisor
Montana's Cookhouse
Kitchener, Canada
05.2001 - 07.2004
Education
RETAIL MANAGEMENT
STAPLES UNIVERSITY
Online courses01-2016
RESTAURANT MANAGEMENT
CARA UNIVERSITY
Online courses06-2008
UNDERGRADUATE DEGREE PROGRAM - ENVIRONMENTAL STUDIES - GEOGRAPHY
UNIVERSITY OF WATERLOO
Waterloo, ON01-1999
OSSD WITH HONOURS -
FOREST HEIGHTS COLLEGIATE
Kitchener, ON01-1994
Skills
- Guest satisfaction
- Guest interaction
- Customer support
- Guest relations
- Complaint resolution
- Customer Relations
- Reservations management
- Event Management
- Service Quality
- Operational Efficiency
- Revenue Optimization
- Inventory management
- Inventory control system
- Cost control
- Problem resolution
- Problem Solving
- Analytical skills
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Collaborative teamwork
- Cross-functional coordination
- Team management
- Staff supervision
- Employee training
- Operational Training
- Employee Assessment
- Team development
- Leadership capabilities
- Management Experience
- Time optimization
- Effective communication
- Strong communication
- Issue Management
- Customer Retention
- Brand advocacy
- Guest Relationship
- Team development
- Operational Efficiency
- Service Quality
Timeline
Manager of Guest Experience
East Side Mario's
07.2024 - Current
Manager of Guest Experience
Montana's Cookhouse
08.2016 - 06.2024
Divisional Sales Manager
Staples Canada
06.2011 - 04.2016
Service/Bar Manager
Montana's Cookhouse
11.2006 - 06.2011
Kitchen Manager
Montana's Cookhouse
10.2004 - 11.2006
Assistant Kitchen Manager/Training Team
Montana's Cookhouse
08.2004 - 10.2004
Kitchen Supervisor
Montana's Cookhouse
05.2001 - 07.2004
RETAIL MANAGEMENT
STAPLES UNIVERSITY
RESTAURANT MANAGEMENT
CARA UNIVERSITY
UNDERGRADUATE DEGREE PROGRAM - ENVIRONMENTAL STUDIES - GEOGRAPHY
UNIVERSITY OF WATERLOO
OSSD WITH HONOURS -
FOREST HEIGHTS COLLEGIATE