BOBBY GLOVER
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Operations Manager
Chicago, IL 60644

I am an industry Professional with multiple years of experience representing in the form of intangible experiences in Management, Hospitality, Retail, Sales, Restaruants, Fitness, Customer... show more

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Work experience
Marriott International
Hotel Operations Manager

(TownPlace Suites)
Oversee the entire operations of hotel/lodging establishment. Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.
Accomplishments
*Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
*Prepared forecasts and reports and assisted in the development of the room's budget.
*Monitored and maintained the front office systems and equipment to ensure their optimum performance.
*Tracked guest satisfaction surveys and maximize usage of the guest response tracking system.
*Developed and implemented controls for expense management. Utilize labor management tools to schedule and control labor costs.
*Interviewed, hired, trained, developed, resolved problems, provided open communication and recommended discipline and/or termination when appropriate of staff members. Ensured timely completion of performance appraisals.
*Interacted positively with customers and taken action to resolve problems to maintain a high level of customer satisfaction and quality.
*Coordinated activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
*Assisted in the daily maintenance of room inventory status to achieved optimal levels of revenues while maintaining high levels of guest expectations.
*Resolved customer complaints; anticipated potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

Lo's Lo's Chicken and Waffles
Operations Manager

Managed all restaurant operations activities and ensured compliance to all company standards to increase all sales of labor costs and prepare various reports accurately and within timeframe.
Key Accomplishments:
*Worked with owner and executive chef to devise new menu and revamped marketing strategy, triggering 55% sales growth, rave media reviews and a 200% increase in repeat business by local customers.
*Established mandatory customer service training program for all customer-facing employees. Boosted guest satisfaction scores from 89% to 95% within 6 months of program launch. Increased employee satisfaction by 23% while cutting staff turnover in half by developing staff recognition and accountability programs.
*Turned around unprofitable food service operations. Streamlined lunch and dinner options while adding "order-ahead" express brunch and late-night fare to increase margins by 7%.

Lo Lo's Chicken and Waffles
Operations Manager

Managed all restaurant operations activities and ensure compliance to all company standards to increase all sales of labor costs and prepare various reports accurately and within time frame.

Maintained optimal level of sanitary procedures for all food handling and maintain neat and clean kitchen area and ensure optimal quality of all food preparation and ensure compliance to all standards.

Administered performance of all service staff and schedule and evaluate all restaurant operations and provide training to all employees and maintain all work according to required policies and procedures and maintain knowledge of all food and beverage trends.

Prepared estimates of all food and beverage costs and coordinate with corporate staff and assist to purchase all required supplies and place required orders for all distributors and ensure response to all complaints.

Ensured compliance to all security procedures and design strategies to protect all employees and customers and design strategies to reduce injuries to staff and prepare various accident reports.

Managed all shifts for restaurant operations and schedule all process and maintain cleanliness at all times and assist to resolve all complaints and maintain food quality at all times and perform regular interviews with all employees.

Performed orientation and provide training to all new employees on restaurant processes and determine appropriate feedback from employees and maintain all restaurant plans.

Marriott International
Front Desk Lead

day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize, organize, and accomplish your work.

Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

Serve as a role model to staff

Primerca Insurance
District Manager

Lead and manage multiple high level for all areas of the business operations, which involved determining strategies, identifying and attracting diverse candidates, conducting interviews, consulting with hiring managers; developing and managing Recruit/Hire.

Created, developed, and executed the vision and strategies necessary to achieve business goals and support the Company’s continued growth plans.

Accomplishments
-Lead Teams
-Monitor Team Performance
-Increased Sales Performance by 30%
-Developed New Business by 50%

Primerica Financial Services
District Manager

Lead and managed multiple high level for all areas of the business operations, which involved determining strategies, identifying and attracting diverse candidates, conducting interviews, consulting with hiring managers; developing and managing Recruit/Hire.
Accomplishments
*Created, developed, and executed the vision and strategies necessary to achieve business goals and support the Company's continued growth plans. Lead 50 Team Members, Increased Sales Performance by 30%, Developed New Business by 50%

Super Target
Supervisor

Managed operation of softlines and hardlines sales floor: Developed and monitored staff performance.
Managed inventory, developed and organized advertising and merchandised weekly, biweekly sales campaigns.
Customer development and ongoing services, Recruited, trained, evaluated, and supervised staff. Reported directly to the store executive and manager

Accomplishments:
Territory Expansion: Recruited interviewed, hired, developed, created and maintained morale and train store teams. Met 12-month sales goals in less than nine months.
Customer Conversion: Drove store sales results by ensuring a consistent quality customer experience in the store generated more than $700,000 in annual sales.
Product Launch: Orchestrated introductory campaigns and merchandising for numerous new products, gaining market share ratings as high as 8% and shattering competitor's control of market.. Supervised of 12 to 25 employees during an eight-hour shift.

Blue Cross Blue Shield of Illinois
Quality Control Coordinator

Provided consultation for CICS, Main Frame, PPO, POS, HMO, Blue Card, EDI, NPI data systems. Ensured data analysis, change management, corporate data performance, business units in facilitating research, quality data entry and process improvements are met weekly, monthly, quarterly and annually. Reported to the President of Bluecross Blueshield Provider Services Eileen Holderbaum.
Accomplishments
*Created and publishes ad hoc reports and periodic reports based on operational data. Analyzed data using various levels of summarization and drill-down.
*Developed and analyzes business performance reports and provides notations of performance deviations and anomalies. Conducted presentation to operational management and leadership.
*Created policy and procedures for quality control department
*Increased BCA/Sox audit scoreS from 69 to 94 score within 6 month timeframe

BlueCross BlueShield of Illnois
Quality Control Coordinator/Auditor

Provided consultation for Provider network, CICS, Main Frame, PPO, POS, HMO, Blue Card, EDI, NPI data systems. Ensured data analysis, change management, corporate data performance, business units in facilitating research, quality data entry and process improvements are met weekly, monthly, quarterly and annually. Reported to the President of Bluecross Blueshield Provider Services Eileen Holderbaum.

Accomplishments
Created and publishes ad hoc reports and periodic reports based on operational data.
Analyzed data using various levels of summarization and drill-down.

Developed and analyzes business performance reports and provides notations of performance deviations and anomalies.

Devised business issues in which developed appropriate diagnostic and/or tracking data that translated business requirements into usable decision support tools.

Conducted presentation to operational management and leadership.
Created management dashboards.
Made recommendations based upon data analysis.
Provided analytic consultation to other business areas.

Provided technical support for end users using Windows XP, Windows Vista, and Linux desktop computers. Provided support for all mainframe application problems, Office 03/07, Printer problems, network connectivity, and custom applications. TCP/IP Networking and connectivity Troubleshooting. Responsible for operation of Provider Services Training, Data quality processes for Blue Cross Blue Shield of Illinois.

Cineplex Odeon Theaters
Assistant Manager

Managed operation of Theatre facility developed and monitored operational budgets. Developed and organized weekly payroll and scheduling. I recruited, trained, evaluated, and managed staff. Reported directly to manager and the district manager.
Accomplishments:
*Recruited job candidates, created and maintained morale, improved job performance of each employee.
*Appraised performance, conducted orientations, training and developing employees.
*Conducted strategic personnel scheduling, created and improved store layouts.
*Increased the morale, team building, improved productivity, and reduced inventories and improved overall store performance.
*Increased store sales by 17% within a 2 year time frame. I maintained company budget. Company grossed over 10 million dollars a year.

Traits
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Accountable
I take responsibility for my actions and follow through on my promises.
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Ambitious
I am strongly driven to succeed.
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Communicator
I am able to effectively and respectfully communicate with superiors, colleagues, and staff.
Education
Soluto University
Associates, Technology

World of Technology

Soluto University located in Arizona
Associates
First Business College
Associates, Accounting, Business, Finance
First Business College
Associates, Business Finance Accounting

Business, Finance and Accounting

First Business College
Associates, Accounting/Finance/Business
Skills
  • Excellent Time Management
  • Exceptional People Skills
  • Excellent Leadership Skills
  • Attention to Detail
  • Customer Service Skills
  • Communication skills
  • computer skils
  • Center Management Experience
  • Account Reconciliation
Staffing and freelance

BOBBY is affiliated with the following companies:

Volunteering
Abused Women and Children Shelter
Volunteer

Volunteer services for reading and education.