STEPHEN R.

HOTZ

Shotz2@roadrunner.com| M: (716) 474-0543 | Clarence Center, NY 14032

R EGIONAL M ANAGER
Forward-thinking Senior Operations Professional with 15 years of leadership experience.
Dependable leader with the ability to inspire trust within employees, unleash individual talents, and build
long-standing collaborative relationships throughout all tiers of an organization.
System, process, and customer-oriented manager who leverages corporate resources to solve customer
problems and achieve business goals. Authentic and challenging leader who clarifies vision and translates
into tactical plans that move projects forward, surpass expectations, and deliver consistently strong results.

Executive Endorsement
You have a wonderful style with your team and it clearly resonates with them. You approach business like
a sport and you play to win, but you also play it in a way that makes it possible for others to enjoy the
game. A rare balance. Lane Cardwell, CEO of Boston Market Corp.
Strategic Business Planning Team Building & Leadership Project Management Recruitment & Hiring
Quality Management Promotions Processes & Procedures Brand Management Succession Planning
Needs Assessment Relationship Management Profit & Loss (P&L) Team Training & Development

P ROFESSIONAL E XPERIENCE

MORRISON HEALTHCARE

Buffalo, NY

2014 to Present

A member of Compass Group, is the industrys first combined acute care food service and support services provider.

System Director, ECMC

Selected to utilize diverse background to direct the functions of clinical nutrition and patient services for the
system. Recognized for expertise in management, education, training, and performance improvement.
Assure compliance with all regulatory agencies in each system facility. Ensure patient satisfaction and good
public relations are achieved. Hire, lead, direct, coach, train, and develop clinical nutrition managers and
team members.
Evaluate and coordinate system-wide nutrition formulary. Develop and revise nutrition care plan based on
information from the patient, medical record, family, and health care team members. Participate in facilitywide Performance Improvement Program. Adhere to facility confidentiality, HIPAA and patient rights
policies. Successfully communicate with all team members, patients and families through conferences,
individual consultation and committee participation.
Chief lead on Grand Opening of the $2.1M Great Lakes Cafe in ECMC, May 2014
Spearheaded and arranged for a "Celebrity Chef" appearance for the Great Lakes Cafe in
September of 2014. (Chef Jet Tila from the Food Network)
Implemented & completed a new service platform for Patient Services in June of 2015 at
ECMC. Hospital now operates under "Catering To You" system. This was a 6 month project.
Resulting in fantastic Press-Ganey score improvement from our patient satisfaction scores.
Implementation of new Great Living menu for Patient Services in January of 2016. This
project required the collaboration of our Corporate Executive Chef, our Regional Dietician Manager,
our Regional Vice President of Operations, and the entire "onsite" team at ECMC.
Financially as a team saved over $180K YOY with key management structure changes within
the organization at ECMC from October 2014 to September 2015.

BOSTON MARKET

Buffalo, NY
Restaurant food chain located across the nation with 14K+ employees.

1995 to 2014

Regional Manager (1997 to 2014)

Coordinated quality operations for 10 restaurants in the Buffalo, Rochester, NY, and Boston, MA markets.
Recruited, hired, and developed management team through effective relationship building. Provided
training, leadership, and coaching for 10 General Manager direct reports and more than 200 employees.
Identified financial trends and performance improvement opportunities; evaluated financial performance of
10 assigned area stores and made improvements or adjustments. Led weekly Catering Conference Call and
participated on Operations Council management team which affected diverse range of operational changes
that impacted the entire organization, with 500 restaurants and more than 4K employees.
Ensured that store quality, service, and cleanliness are in line with corporate standards; shared best
practices with other stores to establish brand consistency as well as brand recognition in surrounding
community. Designed and implemented marketing business plans and executed new initiatives on time and
under budget. Developed strategic plans and tactics for stores to achieve regional and company-wide
business objectives.
Exceeded $17.3M revenue projection in 2013 by nearly $2M.
Elected to The Operations Council by VP of Operations in 2010 due to superior team
leadership; implemented revised menu boards and food policies that improved quality and customer
satisfaction.
Attained highest loyalty score out of 78 Area Managers, 2009.

Implemented Customer Complaints Call-In Program to better attain/track customer

feedback.

Achieved the National Best of the Best Summit Award, 2010.

Served on New Store Opening Team to achieve record sales of $55K in 1 week.

Spearheaded restaurant conversion project from Fast Track to Traditional; reduced

technology at front of stores, resulting in a 6% increase in transactions and improved sales
of 8% YOY.

Earned Area Manager Performance Excellence Award, 2008.

General Manager (1995 to 1997)

Fast-track promotion to General Manager of Buffalo store. Transferred to highest volume unit in Buffalo
owing to exceptional operational leadership and successfully turned location into a training store.
Coordinated day-to-day operations including HR, payroll, P&L, and team management. Served as Training
General Manager and spearheaded training for all new Salary Managers in Buffalo region.
Directed 5 Managers and 35 employees, and maintained Individual Development Plans to ensure consistent
professional growth. Provided continued leadership, development, training, and motivation for team. Kept
employee records for compliance purposes and managed team member performance by utilizing excellent
motivation and leadership abilities.
Executed all new area operational rollouts and training processes within restaurant through effective
cooperation with Rochester and Buffalo General Managers. Consistently provided outstanding customer
service to maximize sales and profits. Ensured strict adherence to company policies and procedures.
Improved annual sales to $1.5M, which was an increase of more than $5K each week,
owing this to improved Food Quality, Service, and Cleanliness throughout restaurant.
Implemented innovative Certified Trainer Class to develop employees and ensure future
advancement opportunities within company, efficiently reducing employee churn.

 Effected new process of distributing supplies that resulted in nearly $1K in annual
savings that was then applied throughout the area.
Executed new Drive Thru Tracking System to track drive through business during peak hours;
reduced customer wait time by 25 seconds and increased serviced customers by 7 cars
daily.
Established new communication process within restaurant by placing dry erase boards in every work
station to enhance relationships, improve communication, and boost productivity.

MARRIOTT HOTELS

Houston, TX

1991 to 1995

Food & Beverage Manager

Responsibilities included overseeing the Hotel Restaurant, Hotel Bar, Room Service, and Concierge Lounge.
Major improvements included.
Staffing retention program implementation (F.U.N. which is Fantastic Unique Never ending
Fun) Resulted in a decrease in turnover by 50% YOY for a 12 month time period.
Streamlined inventory controls. The result was a $27K YOY savings in COGS.
Implemented sales contests with service staff for the hotel bar. The result was $11.5K
profit over 6 month time period.
New Menu rollout for Hotel Restaurant which resulted in an increase in sales of $18K YOY
which increase our profit by $6.5K.
Food & Beverage Department awarded "Performance Excellence" award, 1994 and 1995.

E DUCATION , C ERTIFICATIONS & M E MBERSHIPS

Bachelor of Science (BS), Hospitality Management
Mercyhurst University Erie, PA

Food Safety Certified by New York State

E-Finance Champion status, Morrison Health Care

Nations Restaurant News, Member |Chamber of Commerce, Member