Summary
Overview
Work history
Education
Skills
Languages
Accomplishments
References
Timeline
Generic
Carlos Alberto Goncalves

Carlos Alberto Goncalves

London

Summary

Hospitality professional with 15+ years of experience in restaurant operations and team management. Former professional footballer with a strong focus on leadership, communication, and continuous improvement. Passionate about supporting teams, exceeding expectations, and growing through collaboration. Interested in remote opportunities where I can bring structure, empathy, and results-driven support.

Overview

12
12
years of professional experience

Work history

General Manager

Burger and Lobster Restaurant Group LTD, Oxford Circus.
London
01.2024 - 05.2025
  • Successfully managed a high-performing, fast-paced restaurant with an annual revenue of £2.2 million, reporting directly to the CEO and CFO.
  • Led a diverse team of 29, including 12 kitchen staff, 12 front-of-house team members, and 3 assistant managers, ensuring a consistently exceptional guest experience.
  • Awarded "General Manager of the Year 2024" by Burger & Lobster Restaurant Group.
  • Oversaw complex projects, ensuring deadlines, quality standards, and budget targets were consistently met.
  • Supervised HR processes including hiring, onboarding, performance evaluation, and career development—promoting two waitresses to Supervisor roles and one Assistant Manager to AGM.
  • Maintained seamless interdepartmental communication to ensure operational flow and effective shift execution.
  • Forecasted weekly revenues and created rota schedules to align labour costs within the set weekly and monthly budgets.
  • Ensured full compliance with government regulations on food safety, health & safety, and internal policies in line with brand standards.
  • Managed inventory of consumables and supplies, maintaining optimal stock levels.
  • Handled recruitment, onboarding, and development of team members through tailored training and performance improvement plans.
  • Confidently managed financial aspects such as P&L reporting, payroll coordination, and daily cash reconciliation.
  • Created and maintained management reports and operational documents using Microsoft Excel and Word.
  • Developed and implemented structured pre-shift briefings, floor plans, team goals, and incentive-driven competitions to drive daily performance.
  • Delivered excellent customer service both in person and over the phone, resolving queries with empathy and professionalism.
  • Chaired investigative meetings and disciplinary hearings, ensuring procedures were correctly followed.
  • Boosted guest satisfaction through incentive schemes, competitions, and gamified performance targets—achieving a 2024 Google rating of 4.8, with 85.5% 5-star reviews and only 8 negative reviews for the entire year.
  • Increased the restaurant’s Net Promoter Score from 71 to 82 during tenure.
  • Grew the average spend per guest by £1.20 through tailored upselling strategies, staff product knowledge training, and team incentives.

General Manager

Burger and Lobster Restaurant Group LTD, Soho.
London
05.2016 - 12.2023
  • Led a team of 42 staff members, including 17 kitchen team, 21 front-of-house employees, and 4 assistant managers, ensuring outstanding guest experiences while reporting directly to the General Manager and Operations Manager.
  • Acted as General Manager in their absence, ensuring smooth day-to-day operations and maintaining brand standards.
  • Drove performance through the active monitoring of key KPIs, aligning with operational goals and efficiency targets.
  • Facilitated effective interdepartmental communication to ensure seamless coordination across shifts.
  • Forecasted weekly revenue and developed staff rotas for all departments, maintaining labour costs within allocated weekly and monthly budgets.
  • Ensured full compliance with food safety, health & safety regulations, company policies, and operational procedures.
  • Managed inventory levels of consumables and ensured consistent stock availability.
  • Led recruitment, onboarding, staff evaluations, and implementation of individual improvement plans.
  • Oversaw financial responsibilities including payroll, P&L support, and daily cash reconciliation.
  • Created and maintained reports and documentation using Microsoft Word and Excel.
  • Delivered pre-shift briefings, established clear service goals, and implemented daily competitions and incentives to boost performance.
  • Provided warm, professional customer service both in person and over the phone, fostering loyalty and satisfaction.
  • Reviewed and analysed guest feedback from internal platforms, identifying trends and implementing corrective actions to improve service and food quality.
  • Chaired investigative and disciplinary meetings, ensuring fair and compliant outcomes.
  • Awarded "Manager of the Year 2021" by Burger & Lobster Restaurant Group.
  • Improved Google Review score from 4.3 to 4.4 in 2022 through strategic staff engagement and service competitions.
  • Consistently maintained labour costs within the allocated targets set by the Operations team.
  • Supported the reopening of the restaurant post-refurbishment and rebranding, responsible for floor plan layout, table numbering, contractor coordination, and retraining of staff under a new premium service model.

Assistant manager / Cashier

Maute Grill Steakhouse Bar Restaurant
Caracas
01.2013 - 12.2015

Education

Health and Safety Level 3 -

Highfield learning

Food and Safety Level 3 -

Highfield learning

Action Counter-Terrorism Awareness E-Learning - undefined

Highfield learning

Alcohol Personal License -

Highfield learning

A-Levels -

Colegio Las Colinas

Skills

  • Effective Communication – Clear, professional, and adaptable communication with clients, teams, and stakeholders
  • Training & Onboarding – Skilled at supporting team development through structured guidance and knowledge sharing
  • Independent Decision-Making – Confident handling of tasks and priorities with minimal supervision
  • Problem-Solving – Quickly identifying issues and implementing practical, timely solutions
  • Strategic Thinking – Able to see the bigger picture and align daily actions with long-term goals
  • Remote Team Support & People Management – Experienced in managing and supporting diverse teams, even in hybrid or remote environments
  • Operational Support – Strong understanding of business workflows, calendar and email management, and day-to-day coordination
  • Leadership – Proven leadership experience with the ability to motivate and guide others
  • Quality Control & Process Improvement – Attentive to detail and dedicated to maintaining high standards of accuracy and service
  • Empathetic Listening – Strong interpersonal skills with a people-first, service-oriented mindset
  • Task Supervision – Able to oversee progress, manage timelines, and ensure completion of delegated tasks
  • Observation & Initiative – Sharp eye for detail and proactive in identifying what needs to be done without being asked
  • Goal-Oriented Mindset – Consistently focused on achieving results and meeting performance targets

Languages

Spagnolo
Native language
English
Fluent
Portuguese
Intermediate
Italian
Intermediate
Spanish
Native

Accomplishments

Burger and Lobster Restaurant General Manager of the year 2024

Burger and Lobster Restaurant Manager of the year 2021


References

References available upon request.

Timeline

General Manager

Burger and Lobster Restaurant Group LTD, Oxford Circus.
01.2024 - 05.2025

General Manager

Burger and Lobster Restaurant Group LTD, Soho.
05.2016 - 12.2023

Assistant manager / Cashier

Maute Grill Steakhouse Bar Restaurant
01.2013 - 12.2015

Action Counter-Terrorism Awareness E-Learning - undefined

Highfield learning

Health and Safety Level 3 -

Highfield learning

Food and Safety Level 3 -

Highfield learning

Alcohol Personal License -

Highfield learning

A-Levels -

Colegio Las Colinas
Carlos Alberto Goncalves