Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Gary Edward Hendrickson

Leeds,West Yorkshire

Summary

Highly proactive manager with 23 plus years of experience in team leadership in the bar, restaurant, hotel and hospitality industries. Background includes sales, management of front and back of house operations. I have experience in everything from hotel wedding dining and catering, large scale events as well as intimate gourmet fine dining to afternoon tea services. I am a flexible & natural leader with great attention to detail & excellent customer care, coupled with a can do work ethic & the invaluable ability to motivate & inspire those around me.

Overview

27
27
years of professional experience
1
1
Certification

Work history

General Manager

The Penny Bun (Denton Reserve)
Otley, Leeds, West Yorkshire
12.2024 - Current
  • Oversaw all aspects of daily operations, ensuring smooth running of the organisation.
  • Regularly reviewed performance data, driving continuous improvement efforts.
  • Achieved customer satisfaction with regular feedback and improvement sessions.
  • Maintained compliance with industry regulations at all times.
  • Directed day-to-day work of 20+ employees and motivated teams to exceed objectives.
  • Recruited and managed senior staff with focus on delivering clear results.
  • Maintained organisational compliance with applicable legislation and regulations.
  • Established budgets based on historical, current and forecasted business data.
  • Ensured smooth operations by maintaining open communication lines with all staff members.
  • Ensured compliance with all licensing, hygiene and health and safety guidelines across the premises.
  • Handled customer complaints efficiently, ensuring their swift resolution whilst maintaining client satisfaction levels.
  • Managed staff rosters for optimal productivity and efficiency.
  • Trained team members to deliver exceptional customer service.
  • Streamlined processes for better service delivery and improved guest experience.
  • Oversaw inventory management to prevent stock shortages or excesses from occurring.
  • Achieved high-level sanitary standards with regular cleanliness checks.
  • Managed daily cash up procedures, ensuring accuracy in financial reporting.
  • Monitored dining room service levels during busy periods, ensuring smooth flow of operations.

General Manager

Alexanders Bar Restaurant & Terrace
Skipton, North Yorkshire
03.2022 - 10.2024
  • Tracked KPIs to drive profitability and target delivery.
  • Coached restaurant team to drive profits and maximise covers.
  • Completed weekly front of house rota to guarantee optimal cover for operations.
  • Maintained accurate booking records on our table reservation system and forecasted probable revenue streams.
  • Prevented overspending by constantly monitoring budgets and payroll records.
  • Assessed labour needs, driving strategic recruitment for adequate staffing levels during busy periods.
  • Handled customer complaints calmly and professionally to maintain a good business reputation.
  • Monitored and evaluated teams, identifying and targeting opportunities for improvement.
  • Delivered business strategy to drive revenue and operational efficiencies.
  • Recruited top-performing candidates to build staff retention and team performance.
  • Set sales budget for all prime costs, loss of goods and controllable business factors to improve cash flow and general business turnover
  • Worked with promotional teams to develop new marketing strategies.
  • Set sales budget for all prime costs, loss of goods and controllables to improve cash flow
  • Executed integrated advertising campaign across multiple media channels.
  • Developed new products and expanded existing product lines to increase profitability.
  • Managed scheduling for 20+ employees, both BOH & FOH, to ensure optimal productivity.
  • Generated reports to analyse data and identify process improvements.
  • Supported regulatory compliance by overseeing all audits to ensure adherence to protocol.
  • Launched staff incentives and health and wellbeing programmes to build positive company culture.
  • Researched industry trends to refine service and product offerings.
  • Maximised revenue by identifying key long-term growth initiatives.

General Manager

Solita Foodhall
Harrogate, North Yorkshire
06.2021 - 11.2021
  • Effectively managed payroll and HR processes, including paperwork completion for new hires and terminations.
  • Reduced costs by monitoring equipment and food inventory while negotiating and purchasing supplies to maximise profitability.
  • Increased operational efficiency by leading staff development, via internal & external training programmes.
  • Collaborated with suppliers to determine strategies for improving sales and profit.
  • Managed restaurant operations, including hiring, coaching and mentoring the front of house staff team. Including all managers.
  • Provided staff members with the support and training to allow them to effectively achieve their personal & professional goals.
  • Drove sales and maintained cost controls.

General Manager

The Bay Horse Inn Goldsborough
Goldsborough, North Yorkshire
07.2019 - 08.2021
  • Effectively oversaw the full renovation and management of constructors and subcontractors.
  • Managed site and site variables to effectively meet timeline's.
  • Established relationships with construction manager and contractors to align priorities, goals, and objectives.
  • Negotiated contracts with vendors to achieve optimal performance within budget parameters.
  • Led strategic planning sessions for site engineering, building design, and construction management.
  • Managed team of 20+ employees, overseeing the hiring, training, and professional growth of employees for a brand new start up business.
  • Achieved weekly turnover of £25,000 within a matter of weeks for a brand new start up business, while still effectively managing payroll and business expenditure.
  • Implemented marketing strategies which resulted in large growth of customer base.
  • Worked directly with suppliers, drinks companies, food manufacturers and wholesale suppliers to achieve effective sales within wet and dry sectors of the business.
  • Responsible for creating and designing various in house menus including specialist on trend drinks menus.
  • Supported my floor managers and assistant manager in improving operations and resolving issues to deliver top-notch customer service.
  • Improved company customer service rating.
  • Oversaw the effective implementation and running of various health & safety strategies.
  • Carefully interviewed, selected, trained and supervised staff.
  • Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
  • Carefully developed lucrative annual food and beverage marketing plan and strict budget to maximize profits.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Maintained safe working and guest environment to reduce risk of injury and accidents.
  • Interacted positively with customers while promoting facilities and services.
  • Reconciled cash and credit card transactions & maintained accurate financial records throughout the business as a whole.
  • Applied knowledge of previous supply needs and forecast business levels to estimate required supplies.
  • Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
  • Reduced labor costs during quiet periods while maintaining excellent service.
  • Effectively managed payroll and timekeeping, including completion of proper paperwork for new hires and terminations.
  • Prepared for and executed new menu implementations.
  • Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Organized special events in restaurant, including receptions, birthday celebrations, promotions and corporate lunches.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.

Deputy General Manager

Provenance Inns & Hotels Group (West Park Boutique Hotel)
Harrogate, North Yorkshire
06.2017 - 09.2019
  • Interacted positively with customers whilst promoting hotel facilities and services.
  • Organised special events in the restaurant, including receptions, promotions and corporate lunches.
  • Led and directed team members on effective methods, operations and procedures.
  • Prepared for and executed new menu implementations.
  • Carefully interviewed, selected, trained and supervised staff.
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Oversaw front of house personnel to maintain adequate staffing and minimise overtime.
  • Effectively managed payroll and timekeeping, including completion of the proper paperwork for new recruits and leavers.
  • Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
  • Reviewed account information and charges with guests during check-out.
  • Updated team members about changes in hotel products, services, pricing and policies.
  • Verified that personal and payment information on guest accounts was accurate and complete.
  • Greeted and welcomed all hotel guests with a smile.
  • Supported the General Manager with daily operational functions.

Food & Beverages Operations Manager

Woodhall Hotel & Spa
Linton Wetherby, West Yorkshire
05.2016 - 06.2017
  • Organised special events in the restaurant, including receptions, promotions and corporate lunches.
  • Led and directed team members on effective methods, operations and procedures.
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Effectively managed payroll and timekeeping, including completion of the proper paperwork for new recruits and leavers.
  • Oversaw front of house personnel to maintain adequate staffing and minimise overtime.
  • Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
  • Developed, implemented and managed business plans to promote profitable food and beverage sales.
  • Conducted performance evaluations for all front of house staff.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
  • Interacted positively with customers whilst promoting hotel facilities and services.
  • Clearly and promptly communicated pertinent information to staff, such as large reservations or last-minute menu changes.
  • Reduced labour costs by eliminating the use of agency staff whilst maintaining excellent service and profit levels.
  • Created fun team building activities to engage staff in upselling to meet revenue targets.
  • Carefully interviewed, selected, trained and supervised staff.
  • Prepared for and executed new menu implementations.
  • Quickly identified problem situations and skillfully resolved incidents to the satisfaction of involved parties.

General Manager

Market Town Taverns(The Horse & Farrier)
Otley, West Yorkshire
06.2015 - 11.2016
  • Carefully interviewed, selected, trained and supervised staff.
  • Organised special events in the restaurant, including receptions, promotions and corporate lunches.
  • Interacted positively with customers.
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Led and directed team members on effective methods, operations and procedures.
  • Oversaw front of house personnel to maintain adequate staffing and minimise overtime.
  • Maintained a safe working and guest environment to reduce the risk of injury and accidents.
  • Skillfully interacted with external vendors to obtain the best quality in pricing and product.
  • Conducted timely performance evaluations for all front of house staff.
  • Effectively managed payroll and timekeeping, including completion of the proper paperwork for new recruits and leavers.
  • Promoted the business through several social media platforms & through the local market..
  • Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
  • Increased overall sales by 46% within the first 2 months of being employed, all while reducing overall employee expenditure.

General Manager Designate

Market Town Taverns (The Mitre Inn)
Knaresborough, North Yorkshire
08.2014 - 02.2015
  • Carefully interviewed, selected, trained and supervised staff.
  • Interacted positively with customers whilst promoting hotel facilities and services.
  • Organised special events in the restaurant, including receptions, promotions and corporate lunches.
  • Carefully developed a lucrative annual food and beverage marketing plan and strict budget to maximise profits.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Strategically developed effective marketing plans to increase sales and profits while managing costs.
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Led and directed team members on effective methods, operations and procedures.
  • Prepared for & executed seasonal menu implementations.
  • Oversaw front of house personnel to maintain adequate staffing and minimise overtime.
  • Quickly identified problem situations and skillfully resolved incidents to the satisfaction of involved parties.
  • Updated team members about changes in products, services, pricing & policies.
  • Accommodated all guests requests to ensure customer satisfaction.
  • Reviewed account information & charges with guests during check in/check out.
  • Verified that both personal and payment information on guests accounts were accurate & complete
  • Ensured the accurate financial "cashing up" processes were completed everyday, including all business banking when appropriate.

Assistant Manager

Malvern Inns (The Castle Inn Spofforth)
Spofforth, North Yorkshire
11.2013 - 05.2014
  • Carefully interviewed, selected, trained and supervised staff.
  • Interacted positively with customers whilst promoting hotel facilities and services.
  • Organised special events in the restaurant, including receptions, promotions and corporate lunches.
  • Carefully developed a lucrative annual food and beverage marketing plan and strict budget to maximise profits.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Strategically developed effective marketing plans to increase sales and profits while managing costs.
  • Recognised and formally acknowledged outstanding staff performance to boost company morale and productivity.
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Led and directed team members on effective methods, operations and procedures.
  • Oversaw front of house personnel to maintain adequate staffing and minimise overtime.
  • Maintained a safe working and guest environment to reduce the risk of injury and accidents.
  • Developed, implemented & managed business plans to promote profitable food & beverage sales.
  • Quickly identified problem situations and skilfully resolved incidents to the satisfaction of involved parties.
  • Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
  • Conducted timely performance evaluations for all front of house staff.
  • Effectively managed payroll and timekeeping, including completion of the proper paperwork for new recruits and leavers.

Assistant Manager

Mitchells & Butlers (The Kestrel)
Plompton Harrogate, North Yorkshire
08.2012 - 02.2013
  • Carefully interviewed, selected, trained and supervised staff.
  • Clearly & promptly communicated information to both FOH & BOH staff such as any large reservations or any last minute menu changes.
  • Interacted positively with customers whilst promoting hotel facilities and services.
  • Organised special events in the restaurant, including receptions, promotions and corporate lunches.
  • Strategically developed effective marketing plans to increase sales and profits while managing costs.
  • Recognised and formally acknowledged outstanding staff performance to boost company morale and productivity.
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Oversaw front of house personnel to maintain adequate staffing and minimise overtime.
  • Developed, implemented and managed business plans to promote profitable food and beverage sales.
  • Effectively managed payroll and timekeeping, including completion of the proper paperwork for new recruits and leavers.
  • Reviewed account information & charges during check out as to ensure they have been charged correctly & to evaluate their stay while also using this opportunity to address any issues regarding their visit.
  • Quickly identified problem situations and skillfully resolved incidents to the satisfaction of involved parties.
  • Correctly calculated inventory and ordered appropriate supplies.

Company Director (General Manager) Two Sites

Taste Bakery & Deli
Leeds, West Yorkshire
04.2008 - 03.2015
  • Prepared for and executed new menu implementations.
  • Carefully interviewed, selected, trained and supervised staff.
  • Led and directed team members on effective methods, operations and procedures.
  • Oversaw front of house personnel to maintain adequate staffing and minimise overtime.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Maintained a safe working and guest environment to reduce the risk of injury and accidents.
  • Effectively managed payroll and timekeeping, including completion of the proper paperwork for new recruits and leavers.
  • Developed, implemented and managed business plans including outside catering to promote profitable food and beverage sales.
  • Maintained calm during periods of high volume to keep the shops operating smoothly.
  • Developed menus, pricing & special food offerings to maximise revenue & limit wastage.

Company Director (General Manager)

The Old Police Station
Leeds, West Yorkshire
12.2003 - 09.2008
  • Carefully interviewed, selected, trained and supervised staff.
  • Organised special events in the restaurant, including receptions, promotions and corporate lunches.
  • Promoted the business through participation in and sponsorship of community events.
  • Led and directed team members on effective methods, operations and procedures.
  • Oversaw front of house personnel to maintain adequate staffing and minimise overtime.
  • Skilfully interacted with external vendors to obtain the best quality in pricing and product.
  • Quickly identified problem situations and skilfully resolved incidents to the satisfaction of involved parties.
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Prepared for and executed new menu implementations.
  • Maintained a safe working and guest environment to reduce the risk of injury and accidents.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Created fun team building activities to engage staff in upselling to meet revenue targets.

Residential Social Worker

Leeds City Council/Home Office
Leeds, West Yorkshire
01.2001 - 07.2007
  • Delivered comprehensive therapeutic services to children, adolescents and adults involved with child welfare and prevention services.
  • Assessed clients for abuse and neglect and compiled documentation for court reports.
  • Referred patients to psychiatric and medical examinations, as well as to family assessment planning teams.
  • Interviewed and evaluated clients, including conducting safety and risk assessments.
  • Offered therapeutic services and crises intervention to emotionally disturbed children and adolescents.
  • Collaborated with the programme director to determine and reduce the risk of self-harm and suicide.
  • Collaborated with court, law enforcement and community providers.
  • Counselled individuals and families regarding mental health, substance abuse, physical abuse and rehabilitation issues.
  • Referred clients & completed relevant paperwork to access agencies & services.
  • Coordinated client care from pre-admission to post-discharge follow-up.
  • Trained in working with patients with Asperger's Syndrome and high functioning Autism.
  • Investigated suspected cases of child abuse, neglect and exploitation.
  • Wrote reports and case summaries and compiled work records, including required statistics.
  • Maintained regular contact with clients, including visiting clients' homes.

Senior Youth Worker

Leeds City Council (Youth Services)
Leeds, West Yorkshire
05.1998 - 02.2001


  • Observed & evaluated young peoples behaviour, social development, performance & physical wellbeing.
  • Supervised an average of 30 young people in sports halls, cafeterias, field trip & other sporting & social activities.
  • Effectively planned & implemented creative activities in accordance with district, county & Leeds City Council guidelines.
  • Completed & filed all necessary paperwork for both indoor & outdoor activities, attendance registers, risk assessments etc
  • Created an enjoyable, learning, interesting & social environment for approximately 30 young people each session.
  • Preserved the safety & confidentiality of the young people and their relevant records & information at all times.

Education

GCSE -

St Michaels High School/Sixth Form College
St Michaels Lane

Skills

Natural Leader

Dynamic & Friendly Host

Excellent Food Service Background

Strong Work Ethic

Passion For Customer Satisfaction

Conflict Resolution Techniques

Point Of Sales System Operation

Strong Attention To Health & Safety

Effective Planner

Hospitality Management & Service Industry Background

5 Star Excellent Cask Mark Accreditation

Certification

I have attended various courses and currently hold these qualifications that are role specific :-


Personal License (BIIAB)

Level 2 Award Food Safety In Catering

Level 3 Award Food Safety In Catering

Food Allergens Training & Management

Building Safety & Maintenance

Managing Safety At Work

Level 3 Fire Health & Safety

Cash & Stock Management

Data Protection/GDPR Training

Electronic Leisure Management

Cellar Safety & Management

5 Star Cask Marque Accreditation

Timeline

General Manager

The Penny Bun (Denton Reserve)
12.2024 - Current

General Manager

Alexanders Bar Restaurant & Terrace
03.2022 - 10.2024

General Manager

Solita Foodhall
06.2021 - 11.2021

General Manager

The Bay Horse Inn Goldsborough
07.2019 - 08.2021

Deputy General Manager

Provenance Inns & Hotels Group (West Park Boutique Hotel)
06.2017 - 09.2019

Food & Beverages Operations Manager

Woodhall Hotel & Spa
05.2016 - 06.2017

General Manager

Market Town Taverns(The Horse & Farrier)
06.2015 - 11.2016

General Manager Designate

Market Town Taverns (The Mitre Inn)
08.2014 - 02.2015

Assistant Manager

Malvern Inns (The Castle Inn Spofforth)
11.2013 - 05.2014

Assistant Manager

Mitchells & Butlers (The Kestrel)
08.2012 - 02.2013

Company Director (General Manager) Two Sites

Taste Bakery & Deli
04.2008 - 03.2015

Company Director (General Manager)

The Old Police Station
12.2003 - 09.2008

Residential Social Worker

Leeds City Council/Home Office
01.2001 - 07.2007

Senior Youth Worker

Leeds City Council (Youth Services)
05.1998 - 02.2001

GCSE -

St Michaels High School/Sixth Form College

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Gary Edward Hendrickson