Gloria Ann Hernandez

Key Responsibilities

• Directed all daily restaurant operations, ensuring efficient front-of-house and back-of-house coordination.
• Recruited, interviewed, hired, and trained employees to maintain high service and operational standards.
• Developed employee schedules and managed labor costs to meet budget goals.
• Ensured exceptional customer service and resolved guest concerns promptly and professionally.
• Monitored food quality, presentation, and service standards to maintain brand reputation.
• Oversaw inventory management including ordering food, beverages, and supplies from approved vendors.
• Controlled food and labor costs through budgeting, waste reduction, and operational efficiencies.
• Reviewed financial reports including sales, labor percentages, and profit-and-loss statements.
• Maintained compliance with health department regulations, safety standards, and sanitation guidelines.
• Executed employee performance reviews, provided coaching, and implemented disciplinary actions.
• Managed cash handling procedures, deposits, and daily financial reconciliation.
• Coordinated marketing promotions, special events, and community engagement initiatives.
• Ensured restaurant cleanliness, maintenance, and proper functioning of equipment and facilities.
• Responded to customer feedback and online reviews to improve guest satisfaction.
• Maintained detailed operational reports and communicated key performance metrics to management.

• Supervised and led a team of 10–20 team members during high-volume service periods in a fast-paced restaurant environment.
• Directed daily shift operations including food preparation, order accuracy, service speed, and guest satisfaction.
• Maintained Shake Shack hospitality standards, delivering consistent, high-quality guest experiences.
• Resolved guest concerns quickly and professionally, enhancing customer satisfaction and loyalty.
• Trained and coached new employees on food safety, POS systems, service standards, and operational procedures.
• Ensured compliance with health department regulations, sanitation protocols, and workplace safety standards.
• Assisted with inventory control and stock management, ensuring timely supply ordering for seamless operations.
• Managed cash handling, register reconciliation, and end-of-shift financial reporting.
• Maintained cleanliness and organization across dining areas, kitchen stations, and storage areas.

• Managed all daily operations of a high-traffic frozen dessert retail location, ensuring efficient service, product quality, and guest satisfaction.
• Monitored daily sales performance and controlled labor and product costs to maintain store profitability.
• Managed cash handling procedures including register reconciliation, daily deposits, and financial reporting.
• Oversaw inventory management including ordering dairy mix, toppings, packaging supplies, and retail products to maintain optimal stock levels.
• Implemented proper food safety, sanitation, and product handling procedures in compliance with local health regulations.
• Maintained store cleanliness, equipment functionality, and visual presentation in accordance with company brand standards.
• Delivered exceptional guest experiences by resolving customer concerns promptly and maintaining a welcoming store environment.
• Trained new employees on POS systems, food preparation procedures, and customer service expectations.