Molly Major
30 Westview Blvd., Apt. 5
Chico, CA 95929
(530) 892-5555

Skills Summary

Skilled manager with creative, innovative approach to managing staff, generating teamwork and improving customer service. Proven track record of low turnover, low overtime, high retention rate and high profit.

Employment

Manage, train and schedule up to 90 employees for 250-seat restaurant, including wait staff, hostesses, bus boys and bar staff. Manage all aspects of customer service. Promoted from assistant manager to service manager in one month.

• Created monthly employee newsletter, which presents franchise policies and procedures in non confrontational manner and improves knowledge of restaurant business; regional manager has recognized and adopted publication for regional use.
• Developed customer hand-out card, which explains seating procedures for large parties and provides suggested activities for guests while they wait to be seated.
• Initiated "roaming Manager" approach to receive customer feedback and address problems or concerns; customer satisfaction rate currently highest in region.
• Maintain lowest overtime and turnover in region; retention rate 44% above company standard, savings $23,000 annually.
• Exceeded 1994's gross margin profits by 24%.

Supervised up to 20 cooks and dish area employees for 150-seat restaurant.

• Redistributed clean-up assignments to even out duties, which improved employee teamwork and morale.
• Initiated safety program, which reduced on-the-job injuries 40%; program adopted and implemented throughout region.

Supervised wait staff of seven and assigned serving and clean-up duties.

• Initiated recognition program, which honored wait staff for attendance and work quality; reduced high turnover/no-show rate.

Provided customer service. Filled in as assistant manager when necessary.

• Developed and implemented customer satisfaction survey, which helped improve service and increased patronage.

Education

Manager Training Program, The Steak House, Cheyenne, WY (June-August 1993)
B.S. in Restaurant/Hotel Management, University of Wyoming, Laramie (1991)