Dubai, United Arab Emirates
A seasoned Food and Beverage Operations Senior Management Professional working across various F&B divisions such as hotels, Coffee shops, Restaurants and QSR's within the MENA region. Operates at a strategic level, with a bottom-line focus and the ability to develop and implement effective operating controls to deliver ROI. Successfully achieved topline and bottom-line goals in 2021. Skills include profitable sales generation, operational management, event management, human resource management, brand development, delivery management, data analysis, whilst able to work in pressure driven environments.
•Over seeing a portfolio of Caffe Nero/Magnolia Bakery/Emporio Armani Café-Mall of Emirates/More Café/Atrium Café/On Two Café and B-bakery Cafe •Responsible for quality operations, training, brand standards and service excellence •Work with each brand head to develop the Revenue and profit strategy for each store, P&L accountability •Monitor the revenue figures and operational costs against budgets and make all the necessary changes to achieve these with the brand operations teams •Study market trends and consumer preferences to understand and specify customer expectations and adopt a suitable approach •Oversee the implementation of the plans for new outlet openings in line with budgets, timelines and operational policies and procedures •Observe the standards and provide feedback to brand heads, restaurant/ outlet managers, ensuring appropriate action is taken at store level •Implement overall sales strategy as per business plans and prepare plans and approach for brand management for the business to achieve budgeted sales and profitability •Monitor the sales figures and operational costs against budget/forecasts, analyze and interpret trends and capitalize on data to maximize sales and profit •Work with marketing to ensure smooth implementation of key marketing activity and help develop innovative campaigns in line with budget •Ensure that operational and service standards are at the highest and that delight scores are maximized •Cultivate a culture of excellent customer service, leading by example. Resolve customer complaints effectively and in a timely manner •Ensure that controllable costs are maintained in line with set budgets and adjusted as required •Analyze and report on operational issues, market trends, competitors and principals to facilitate overall decision making on strategy •Develop and maintain relationships with operations brand principals to build and strengthen the brand •Monitor performance and identify commercial opportunities
Creates an environment of openness and trust, with constant feedback and performance coaching. Supervises the day-to-day activities of non-exempt associates for assigned Starbucks unit(s). Coordinates and conducts on-the-job Starbucks and HMSHost trainings for associates to ensure all associates receive basic skills training to perform their jobs. Maintains a working knowledge of all applicable Starbucks brand standards, Landlord lease agreements, and all procedures and protocols to maximize brand/landlord/labor relations. Applies all local sanitary, safety, and health standards, and all procedures and protocols to comply with local requirements. Interviews candidates, provides recommendations for hiring, terminations, advancement, promotion or any other status change of associates with District Managers. Resolves fewer routine questions and problems and creates solutions for more complex issues. Supports Leadership team in developing and implementing creative strategies to increase revenue Provides direct reports and/or indirect reports with support, coaching and encouragement necessary to achieve business goals, including using existing organizational tools/programs and finding new, creative and effective methods to recognize and reinforce store level accomplishments (ex. Green Apron Cards and company recognition programs). Utilizes District Managers strengths and provides ongoing feedback that reflects on progress against individual development goals and business goals.
Provided operational expertise to the Business across all other districts within the Middle East, sharing Best Practice through effective meeting structure. Drove and delivered sales performance of assigned stores and recommend and implement cost control methods across all the P&L. Implemented processes which clearly communicate personal responsibility at all levels for achievement of weekly/monthly sales targets. Challenged and inspired partners to achieve business results though maintaining positive and effective relationships by setting individual PDP`s which motivate, and address needs and concerns. Liaised with the Human Resources and Partner and Asset Protection teams to ensure staffing requirements are met and operational staffing issues and disciplinary matters are addressed appropriately. Ensured Stores maximize use of space, anticipate and advise changes to layout based on sales or seasonal history Accessed internal and external resources to support district business requirements, HR, L&D, Marketing, Partner and Asset Protection, Finance, Property and Store Development. Developed a strategic approach to operational plans for the Partners in store, managing the execution of these plans and measure the results. Spearheaded district wide implementation of operational requirements, store appearance, equipment and the Starbucks Experience within Store. Solicited customer feedback to understand customer needs and the needs of the local community. Ensured that all reporting processes are adhered to and Financial, calendars, SWOT, PDP’s and succession planning reports are submitted on time.
*Responsible for managing the daily operations of the restaurant, including the selection, development and performance management of employees *Setting operating goals and objectives *Assess staffing requirements and recruit staff when needed train and coach staff *Prepare and implement standard operating procedures *Manage staff performance in accordance with established standards and procedures *Ensure staff know and adhere to established codes of practice *Organize and monitor staff schedules *Maintain employee records *Co-ordinate restaurant operations during each shift *Monitor adherence to health, safety and hygiene standards in kitchen and restaurant *Keep records of health and safety practices *Ensure compliance with restaurant security procedures *Interact with customers *Advise customers on food and beverage choices *Oversee preparation of food and beverage items *Ensure adherence to set recipes *Ensure quality of food and beverage presentation *Observe size of food portions and preparation quantities to minimize waste *Interact with customers to ensure all inquiries and complaints are handled promptly *Plan and co-ordinate menus *Analyze food and beverage sales and trends of sales *Total restaurant receipts and reconcile with sales *Ensure cash management procedures are completed accurately
1. Leadership: Setting goals for the work group, developing organizational capability, and modeling how we work together: -Creates district implementation plans to support execution of regional and company initiatives to achieve both operational excellence and business results. Follows up consistently to ensure accountability to plans. -Drives the implementation of company programs by motivating and supporting the store management team within the district to develop and implement action plans that meet operational and organizational objectives. -Manages through unusual events to keep district operating to standard. -Manages with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks. -Plans, identifies, communicates and delegates key responsibilities and practices to the store management team to ensure smooth flow of operations within the district. -Reviews store environments and key business indicators within the district to identify problems, concerns, and opportunities for improvement in order to provide coaching to the store management team to take action and achieve operational goals.
Directly overseeing quality of service, customer welfare and dealing with customer queries. Managing staff and their responsibilities, including hiring, training and reviewing of staff on wine, food and service. Other duties include stock control, Costing of both bar and restaurant, function planning and creating special events. In a highly competitive environment in Stellenbosch, it is essential to make our restaurants stand out by designing Cocktails that are unique to us and a service approach that is incomparable to any other restaurant in the area. Also hands on in creating new additions to the food menu and maintain a high standard. Developing unique and competitive wine lists.
• Development of a sales/marketing strategy and plan for markets within the territory to ensure achievement of sales and profitability targets. • Responsible for identifying and approaching new business opportunities • Responsible for building new relationships with customers and business development. • Personally responsible for own sales target • To distinguish properties suited to the Luxury Niche market • To work closely with colleagues with operational responsibility, to ensure that the scope of services offered are achievable, and that customer expectations are met or exceeded. Implement all marketing strategies to clients needs • Implement all marketing strategies to clients needs • Preparation of monthly sales and marketing reports • Preparation of quotations, proposal presentations, service offers and responses to customer enquiries. • Control of sales expenses to meet budget guidelines. • Compliance with all company policies, procedures, and code of ethics and ensures that they are implemented • Take an active role in marketing, administrations and provide general assistance/administrative support to clients. • Increase turnover • Keep abreast of future conferences, exhibitions etc, i.e. Travel Shows, ITB Asia, ITB Berlin etc. • Keep accurate log of all clients’ details and information. • Communicate regularly (weekly) with the Executive Manager and brief on all marketing related meetings and activities.