Miguel Gould
Idaho Falls
Summary
General Manager specializing in financial performance and talent development within high-volume settings. Skilled in maintaining food costs below industry standards while promoting a service-driven culture. Expertise in building strong teams, achieving compliance in food safety, and enhancing guest experiences.
Overview
12
12
years of professional experience
1
1
Certification
Work History
General Manager
Panda Express
Idaho Falls
08.2016 - Current
- Manage full P&L accountability for a high-volume restaurant with annual revenue of $3.5M, consistently maintaining labor costs between 2-3% (target range 1%-11%).
- Maintained food costs below 28%, surpassing company goal of 32%, contributing to overall profitability.
- Led a team of 25-30 associates across FOH and BOH operations, fostering a high-performance, accountable, and service-driven culture. Reduced employee turnover to well below the company target average of 85%, ranking #1 in the district for retention. Promoted 6 Assistant Managers into leadership roles through coaching, training, and development. Hired and onboarded over 80 employees to date, building strong teams and supporting long-term success.
- Generated weekly P&L and labor cost reports for $3.5M annual revenue location, consistently aligning results within 1% of plan to support financial performance.
- Maintained an average guest satisfaction score of 80%, exceeding the company goal of 62.9%.
- Achieved average 98% compliance on EcoSure food safety audits, exceeding company standards and enhancing operational credibility.
- Opened 11 new store locations as the opening manager, delivering on-time openings and setting new stores up for strong initial performance.
- Improved guest satisfaction scores by 18% through coaching, speed of service improvements, and quality consistency.
Shift Lead
Panda Express
Idaho Falls
01.2014 - 08.2016
- Led floor operations, managed staff breaks, and trained or coached team members to enhance service quality.
- Resolved customer complaints promptly while maintaining efficient service line operations.
- Managed restaurant operations in the absence of the general manager.
- Demonstrated proficiency in cooking core entrees and ensuring fresh food quality on the steam table.
- Food Safety & Cleanliness: Ensuring the store meets strict health codes (EcoSure audits) and keeping the restaurant spotless.
- Cash Management: Opening/closing registers, counting down cash drawers, and handling safe drops.
Education
High School Diploma -
SKYLINE HIGH SCHOOL
Idaho Falls, ID05-2010
Foundational training specializing in high-intensity operations, Seven Habits leadership principles, and strict compliance with safety and labor standards.
Professional Development Forum
Professional Development Forum
Skills
- Financial performance management
- Operational Excellence
- Expense control strategies
- Talent Development & Coaching
- Guest Experience Strategy
- Leadership continuity planning
- Conflict Resolution
- Financial cash control
- Team empowerment
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Teams
- Crunch Time
- Legion
- Workday
- ADP
Websites
Certification
- ServSafe Manager Certified, 06/30/30
- Panda Express Certified General Manager
- Food Handler Card - Idaho
References
References available upon request.
Leadership Highlights
- Built a people-first culture that drives engagement, accountability, and results.
- Consistently recognized for operational excellence and team development.
- Known for developing leaders, improving systems, and delivering sustainable results.
Timeline
General Manager
Panda Express
08.2016 - Current
Shift Lead
Panda Express
01.2014 - 08.2016
High School Diploma -
SKYLINE HIGH SCHOOL
Foundational training specializing in high-intensity operations, Seven Habits leadership principles, and strict compliance with safety and labor standards.
Professional Development Forum
Professional Development Forum