SUZANNE BARKUS ALPERT

37 BELMONT STREET, CHARLESTOWN, MA 02129

(H) 617-241-2284 | (C) 617-850-2239 | sa110d692@westpost.net
SUMMARY
As a seasoned and bottom line-driven Training and Development Professional, I wo
rk with employees across a wide array of education, culture, and levels of leade
rship. With outstanding interpersonal and employee relations skills, I have prov
en success in the areas of motivating teams, enhancing communication and leaders
hip effectiveness, supporting employee development and achieving business object
ives.
KEY SKILLS / QUALIFICATIONS
Training & Facilitation: Skilled delivery of leadership training for managers, s
upervisors, and hourly employees, resulting in measurable increases in sales, cu
stomer satisfaction, and leadership performance. Skilled in Train-the-Trainer an
d on-boarding programs, and operations start-up. Accomplished in leading team an
d educational programs for audiences up to 400. Excellent platform skills.
Employee Development: Instrumental in creating and implementing programs that im
prove retention, operational quality, leadership effectiveness and employee enga
gement. Recognized for success in designing and leveraging training as a way to
enhance performance and encourage career growth.
Curriculum Design: Proficient in conducting needs assessment and designing works
hops for senior management, managers, office staff and hourly employees. Accompl
ished in developing content, training materials, skill practice, job aids and re
inforcement of learning, using a variety of methods tailored to adult learners,
including English as a Second Language.
Written Communication: Skilled in writing and editing website blogs, white pape
rs, training manuals, and client proposals, contracts and correspondence.
Organizational Development Initiatives: Experienced in collaborating with execut
ive teams to design training and development that supports business initiatives.
EXPERIENCE
IGNITE, MELROSE, MA (Subsidiary of Sonesta International Hotels, Boston, MA)
2008 - 2010
Training and development consulting firm specializing in custom-designed trainin
g and organizational solutions; partnering with domestic and international compa
nies in a myriad of industries. Proven success in increasing employee engagement
and retention, improving communication, team effectiveness and guest service, a
nd streamlining Operational and Human Resource systems.
IGNITER / CONSULTANT
* Custom design and facilitate training and development initiatives in (but not
limited to) the following leadership and supervisory skills:
o Communication skills, behavioral styles assessments, conflict management, Situ
ational Leadership, interviewing and selection, time management, customer servic
e, train-the-trainer, meeting management, coaching, training techniques, public
speaking, food and beverage quality, and safety.
* Facilitate meaningful teambuilding sessions using practical and adventure (exp
eriential) initiatives.
* Conduct client needs assessment to determine training and development prioriti
es, strategies and timelines.
* Design and facilitate operations and guest service training for new restaurant
s and luxury hotel properties.
* Recruit, interview and assist in the hiring and selection of client employment
searches.
* Custom-design all presentation and training support materials, operations and
trainer manuals and job aids.
* Write and edit website blogs, white papers and client proposals, contracts and
correspondence.
O'CHARLEY'S INC., NASHVILLE, TN 1998-2007
National restaurant chain operating 350 units in 30 states. Concepts include: Ni
nety Nine Restaurants, Stoney River Legendary Steakhouses and O'Charley's Restau
rants.
MANAGER OF HUMAN RESOURCES DEVELOPMENT (O'Charley's Inc. 2006-2007)
* Assisted in the launch of newly created HR Development Department to support r
estaurant operations, support centers, executives, home office, management and h
ourly staff across the corporate enterprise.
* Strategized with Executive Team and designed and managed initiatives, addressi
ng key talent gaps resulting in overall better performance, increased employee e
ngagement and retention. Included:
Learning maps, employee selection systems, 360 assessments, succession planning,
executive coaching.
DIRECTOR OF TRAINING (Ninety Nine Restaurants 2003-2006)
* Conducted needs assessments and collaborated with Executive Team on organizati
onal needs to determine priorities for all training and development initiatives
for 115 restaurants.
* Created performance review and succession planning tools which provided better
structure and accountability for employee development.
* Designed and facilitated leadership and guest service workshops for restaurant
managers, and hourly employees, which resulted in increased sales and retention
and enhanced guest satisfaction.
* Improved New Restaurant Opening systems for 12 units per year that led to impr
oved guest counts, increased efficiency and reduced costs.
* Authored operational manuals and training support materials for management and
guest-contact positions that streamlined operations and ensured consistency wit
h company procedures.
TRAINING MANAGER (Ninety Nine Restaurants 1998-2003)
* Developed and managed 10 restaurant teams for the training of new managers, se
rvice, and kitchen employees, which improved quality, consistency and accountabi
lity in remote training units.
* Managed 10-week on-boarding process and 5-day orientation program for 100 new
managers per year.
* Created and facilitated 8-day opening process training for new restaurant loca
tions that reduced down time, increased productivity and created greater focus o
n guest satisfaction.
* Designed, delivered, and supervised Train-the-Trainer programs resulting in hi
gher productivity and guest service across all restaurant units.
SONESTA INTERNATIONAL HOTELS, BOSTON, MA
1995-1998
TRAINING MANAGER & CONTRACT FACILITATOR (IGNITE)
* Conducted needs assessments, developed and facilitated guest service training
and leadership programs for managers and hourly employees for Sonesta Hotels in
U.S., Bermuda and the Caribbean.
* Designed training systems and support materials for all hotel departments.
* Served as an independent contractor/facilitator for Ignite (aka Training by De
sign).
LE MERIDIEN HOTEL, BOSTON, MA, TRAINING MANAGER
1993-1995
BERTUCCI'S, INC., WESTBOROUGH, MA, TRAINING SPECIALIST & RESTAURANT MANAGER
1988-1992

EDUCATION: PENN STATE UNIVERSITY, STATE COLLEGE, PA B.A. SPEECH COMMUNI

CATIONS