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Proven leadership skills in strategic planning and business turnarounds, as well as event planning and customer service.
Perform team leadership and motivation, workforce planning, scheduling and management, training & development, including full project management.
Adept in improving efficiency of behind-the-scene retail with Food & Beverage operations including supply chain management, purchasing, vendor relations, inventory control, production scheduling and loss control.
Effectively manage accounting and finance functions including financial statements, budget planning, payroll, expense control, and overhead reduction.
CATHERINE ORTIZ
Restaurant Operations / Management/Retail Operations
Comprehensive experience and success directing large-scale, multi-channel and dispersed retail with Food & Beverage operations in fast-paced environments, including some of the world’s busiest and largest airports.
GID Concessions Partners, Inc July 2014 to Present
President of a ACDBE Corporation
Cielo Concessions LLC, Chicago, IL July 2014 to Present
A company that represents a JV Partnership in BOS, MDW, IND, LAX, EWR, LGA, SEA, JFK.
Director of Operations -
Successfully Responsible for construction and opening of DeColores Mexican Restaurant/Bar and Einsteins Bagels
on Concourse A at Midway Airport plus oversite of ACDBE program in partner airports.
Ø Effectively managed a $4,000,000 operation overseeing 48 employees.
Ø Oversite of JV Partnership minority program in BOS, IND, LAX, EWR, LGA, SEA, JFK.
The Khowaja Organization, Chicago, IL July 2014 to Present
A company that represents Dunkin’ Donuts at 15 Traditional locations and 1 train station in Chicago.
Multi-Unit Area Manager
Perform all aspects of talent management and development, including recruitment through personal
interviews, training and retention of qualified management and support staff.
Drive and monitor pre & post training activities to ensure effective training and a positive attitude
throughout the restaurant. Monitor, identify and assess restaurant training needs to coach RMs to
implement organization and training programs to meet Dunkin’ Brands requirements.
- Monitor crew & management turnover, while forecasting staffing needs against sales, turnover and growth; ensure strict adherence to all HR related polices.
- Consistently measure and improve guest satisfaction in each restaurant; utilize internal Consumer Care and customer complaint tools to track and identify trends.
- Operations Excellence: Consistently ensure Dunkin’ Brands operational standards are followed by developing and executing plans for timely completion of self-assessments. Identify root causes and create action plans for improvement, including systems to track line bar, guest counts, throwaways, etc. to drive long-term results. Manage finances for all restaurants to meet specific cost category targets and ensure profitability. Utilize Market Share steps to build sales and increase profitability.
- Market Share: Implemented plans that measure and build sales and transactions; ensure Managers execute current company plan-o-grams and programs. Coach Restaurant Managers to ensure restaurant opportunities are utilized, i.e., merchandising, suggestive selling, and courtesy sampling
- Capital Investment: Consistently inform franchisee of facility maintenance needs and upkeep to protect the assets. Ensure that contracted services are delivered, and create plans to address preventative maintenance issues. Work with franchisee on remodels and refurbishment plans to assure adherence to Dunkin’ Way criteria. Follow-up with individual restaurants ensure preventative maintenance plans are followed.
The Grove, Inc., Westchester, IL July 2014 to Present
An airport concessions company representing franchises at more than 13 airports and 2 train stations
across 60 locations in the U.S. on a licensed basis. The Grove represents such well-known brands as
Dunkin Donuts, Nathan’s, Auntie Anne’s, Smoothie King, and Wendy’s.
Regional Director of Operations (2012 – 2014)
General (Area) Manager-Hartsfield Airport, Atlanta, GA (2007 – 2012)
Provided award-winning leadership in food and beverage operations at one of the world’s busiest
airports before assuming authority for managing a region comprised of airports in Atlanta, Washington
D.C., New Orleans, Orlando, Salt Lake City, and Chicago, as well as at Union Station in Chicago.
Planned and directed the efforts of up to 6 area managers and 35 supervisors, with down-line authority
for up to 300 employees in operations running from 5AM until midnight, seven days a week.
- Responsibly managed individual airport budgets as large as $6M, and a combined regional budget of $15M.
- Demonstrated exceptional skills in Human Resource Management: as General Manager, hired trained and guided the efforts of supervisory personnel. Hired, trained and oversaw performance of approximately 80 employees, on a 16 hour/day, 7 day/week basis.
- Facilitated stable operations focused on improving bottom-line profits, while consistently exceeding quota and sales projections. Assisted in developing cost control systems and procedures that enabled this achievement.
- Ensured cost-effective supply chain management by closely vetting all inventory purchasing, vendor relations and negotiations.
- Championed the development of a workforce committed to superior product quality, customer service and customer satisfaction.
- Championed the development of a workforce committed to superior product quality, customer service and customer satisfaction.
- Closely monitored supervisor and individual performance; personally assisted in merchandising.
- Monitored area managers and supervisors in daily store openings and closings, cash control
activities and resolution of all customer issues. - Directed all visual merchandising, inventory control, cash control and maintenance.
- Developed daily checklists for unit opening, closing, safety, sanitation, security and employees
- Provided leadership in both public and employee relations.
- Represented company at civic events, media interviews and industry meetings.
- Organized employee athletic programs, social events and community activities.
Earlier career success in Retail Operations Management as General Manager of Gumbo Ya Ya Cajun Country
Stores, New Orleans, LA (1993–2007). Guided 15 employees operating at 3 distinct locations in New Orleans.
