WILLIAM HENDRICKS

10 Creek Lane, Mullica Hill, NJ 08062 billyh856@aol.com (610) 742-1571

CAREER OBJECTIVE PROFILE

Customer-focused Senior Operations Manager eager to apply sharp business acumen, leadership, and client relation skills toward supporting the employer in optimizing operational and financial performance  Offer numerous years of progressive customer service and operational management experience with expertise in increasing food and beverage sales and profits  Facilitate client-focused, service-oriented environment vital to maximizing customer satisfaction and retention; cultivate long-term guest relationships and stellar reputation  Hire, train, and manage top-performing support teams; strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs  Collaborate with corporate management, chefs, and staff members to consistently uphold high standards of quality; ensure a safe, clean, and sanitary environment  Develop and implement standard operating procedures and company policies, as well as employee incentive programs and training materials  Proactively monitor industry trends and developments, including competitive services and marketing activities; effectively identify and capitalize on opportunities to penetrate and develop markets  Dynamic communication, presentation, and relationship management skills  Sharp technical proficiencies including MS Word, Excel, and Quicken • Revitalized Barnaby’s of Havertown’s downstairs area with 250-person seating capacity and developed promotional plans responsible for adding more than $200K in private party and $150K in bar business within the first year • Grew business at Barnaby’s Havertown location and increased staff levels by up to 130% to effectively handle volume • Restructured business operations and staff at Barnaby’s Glen Mills location to boost awareness, customer loyalty, revenues, and profits • Selected out of hundreds of candidates to direct major property rehabilitation and full-scale renovation project for Brownies by the Bay; completed project on-time and under budget through effective management of subcontractors and leading initiatives to salvage existing property

~ KEY ACHIEVEMENTS ~

PROFESSIONAL EXPERIENCE

Barnaby’s of America 1999 – Present General Operating Manager / Part Equity Owner, Barnaby’s of America Restaurant, Havertown, PA (2001 – Present) • Successfully drive all aspects of operations for this busy, multi-level sports restaurant with three bars and a deck area generating $3.8M in combined annual revenues • Develop and administer annual operating and departmental budgets, oversee accounting and back office functions, and drive local marketing and advertising efforts • Manage Human Resources including recruiting, hiring, training, scheduling, administering payroll, and supervising team of 115 front of house and back of house employees; work closely with staff to continually improve productivity levels and customer service General Manager, Barnaby’s of America Restaurant and Pub, Glen Mills, PA (1999 – 2001) • Executed a broad range of functions, including managing day-to-day activity for dining room, bar area, banquet facilities, and back of house • Recruited, hired, trained, and scheduled staff members; performed HR duties, resolved employee issues, and worked closely with personnel in all areas • Conducted inventories, placed food / beverage / supply orders, inspected incoming shipments for accuracy and quality, and supervised food preparation and clean up General Manager, Brownies by the Bay, Somers Point, NJ (1994 – 1999 ) • Directed comprehensive operations at this newly re-established restaurant and nightclub with five bar areas and generating $2.5M in annual sales • Performed administrative functions including budget management, invoicing, and inventory control and ordering; actively hired, trained, scheduled, and assessed staff • Coordinated entertainment including national acts, live bands, and DJs; promoted venue and developed strong customer following

EDUCATION

Bachelor of Arts in Economics, Lycoming College, Williamsport, PA

1991