Assistant Manager Operations
Biso Na Biso Sarl
مجموع سنوات الخبرة :9 years, 4 أشهر
Greet & welcome clients/ customers in the restaurant, respond to customer inquiries/ complaints
Engage customers is positive, dialogue to ensure return business take and resolve if any complaints from them
Perform restaurant opening and closing activities and organize management of repair and maintenance issues
Analyze the restaurants sales, profitability levels with the help of CRM. Create and implement strategic plans to achieve sales goals
Create email correspondence to enhance client communication and maintain sales calendar
Organize marketing activities such as discount themes and promotional events on and off-site
Assist in the preparation and organizing of promotional material or events
Assist head chefs in planning and co-ordinating restaurant menus keeping trend and competition information in mind
Interview, hire and train new employees to work in different positions at the restaurant
Make certain that all staff members comply with the safe food handling procedures
Formulate work schedules every week and outline each staff members work duties
Supervise food preparation and cooking activities to ensure compliance with health and hygiene principals of the restaurant
Assist restaurant management in developing and implementing core business and marketing plans
Develop and implement marketing strategies and promotional offers to maximize restaurant revenues
Monitor restaurant budgets and food cost, keep track of inventory and order supplies as needed
Monitor from end presentation and ensure that restaurant service and quality standards are constantly met
Prepare DSR, WSR, MSR & Cash Audit Reports
Greet & welcome clients and direct them to the appropriate department
Receive, direct and relay telephone calls/messages to the concern
Coordinate with sales team by managing calendars, organizing clients files and documents, and communicating client information to representatives, management, or other staff as needed
Qualifying leads by speaking to the client and distributing the same to sales
Record and handle all incoming and outgoing couriers
Inform clients of unforeseen delays or problems, or work with renewal executive to inform clients of delays and problems (as well as to solve those problems)
Client relations at FD and lounges and daily admin activity, ensure reception, visitors lounge is tidy and presentable
Respond to clients inquiries, provide accurate information in person and via phone call/email
Follow up on new leads generated by google micro ticks. CRM, work on them and turn those leads into sales
Developing and maintaining relationships with customers
MIS & Reporting
• Engaged in day-to-day administrative activities & proper coordination with employees; contributed to make the organization process driven with implementation of new process and ideas; installed Opera & Micros in the hotel (World’s number 1 hospitality software); took approvals from management regarding any requirements raised by the offices & facilitated the services accordingly
• Created the domain emails for the entire management as well as the reservations; co-ordinated and monitored the work of various departments namely Accounts, Marketing, Housekeeping, Maintenance, Front Office, Food & Beverages, Store, Laundry, Kitchen and Security; monitored each and every individual performance of respective departments
• Planned various marketing strategies and prepared platform for the hotel to bring business from various social networking sites to increase the volume and get maximum profit at zero cost (namely Trip Advisor, Facebook, Twitter, LinkedIn, Booking.com, Pinterest, Google+, Google Map, Hotels.ng, Jovago.com, Hotelbeds, Expedia, Agoda & so on)
• Reviewed financial statements and data with GM; utilised financial data to improve profitability in P&L statement; planned effective strategies for the financial wellbeing of the company; engaged in reports monitoring & reviewing of DMT, MMR & QBR; ensured professional behaviours and pursuit of excellence in all operations
• Established and maintained customer relationship with new & existing clients through emails, phone calls & personal visit; managed communications regarding billing& invoice; contributed in Event Management such as Conference, ECF, Training programs, Outbound Programs (Internal, External Conferences & Events)
• Monitored the renewals of AMC Contracts of AC’s, UPS, DG Sets; kept records of all lease agreements and AMC’s to check and update as well as renew the same within time as well as follow them till closure; compiled regular reports of admin activities (Admin Report) and sent it to the concerned authorities (CEO/Finance Team); tracked the records of payments via vendor sheet
• Improved effective processes and policies in support of organisational goals; adhered to rules, regulations and procedures; organised recruitment and placement of required staff; delegated tasks & established work schedules, supervised staff as well as monitored and evaluated their performance
• Ensured the quality and quantity of employee productivity also monitored their salaries, wages as well as leave related issues; supervised housekeeping team for day-to-day cleaning of the entire office area; maintained proper control over housekeeping staff; ensured day-to-day cleaning was done as per standards & within time limit
• Develop a friendly relationship with staff, IT personnel as well as Building Management Team; supervised the maintenance & cleaning of all the hotel’s equipment and machinery on daily basis (namely A.C. service & repairing, TV, Elevators, Generators, PC and so on)
• Provided technical support with effective tools to drive smooth operations in each department; liaised with the top management & assisted in the development of strategic plans for operational activity
• Shortlisted and selected vendors for all admin related services and procurements; engaged in the timely collection of bills, their processing and payment of the vendors; contributed in the verification of vendor bills & approval for expenses
• Managed logistics, ensured provision of information and briefed the same within the time period to the management; coordinated travel for the clients/guests and also coordinated action of internal and external meetings/workshops/engagements
• Used business software applications (e.g., word processing, presentation and spreadsheet) to prepare correspondence, reports, presentations, agendas, minutes & so on)
• Engaged in training, cross-training and retraining of all front office personnel; participated in the selection of front office personnel; scheduled the front office staff & supervised workload during shifts; evaluated the job performance of each front office employee
• Monitored master key control, verified to see that accurate room status information was maintained as well as properly communicated
• Supervised VIP guest movements and resolved guest problems quickly and courteously; updated group information and maintained, monitored & prepared group requirements as well as relayed information to the appropriate personnel; reviewed and completed credit limit report; worked within the allocated budget for front office
• Received information from the previous Shift Manager and passed on pertinent details to the oncoming Manager; checked cashiers in and out and verified banks & deposits at the end of each shift; conducted regularly scheduled meetings of front office personnel; ensured implementation of all hotel policies and house rules
• Enforced all cash management, check-cashing and credit policies; ensured that all front office employees were present in prescribed dress codes every day; upheld the hotel's commitment to hospitality; prepared performance reports related to front office
• Maximised room revenue and occupancy by reviewing status daily; analysed rate variance, monitored credit report and maintained close observation of daily house count; supervised selling status of house daily flash report, allowance & so on; supervised high profile guests and took appropriate action for the same
• Operated all aspects of Front Office Computer System including software maintenance, report generation and analysis, and simple configuration changes; prepared revenue and occupancy forecasting and ensured logging and delivery of all messages, packages and mail in a timely & professional manner
• Ensured that employees were attentive, friendly, helpful and courteous to all guests, managers as well as other employees; maintained required parts of all front office and stationery supplies; reviewed daily front office work and activity reports generated by Night Audit
• Reviewed Front Office Log Book and Guest Feedback Forms on a daily basis; maintained and organized a comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
• Coordinated with team members in the development of organizational information systems; engaged in B2B working environment; managed troubleshooting and escalation on phone calls and routed ticket to the next level Support Team if the issues were not resolved
• Identified process bottlenecks and built new solutions; developed procedures and standards to enhance ongoing business projects; monitored and managed the troubleshooting of Lotus Notes, Outlook, Webmail, Domain Account, VPN, E-token and Active Directory
• Ensured to provide 100% CSAT, followed the SOP and maintained the SLA
• Created properties, pitched the same as well as helped the team for ideation on various concepts
• Evolved market segmentation & penetration strategies to achieve targets; installed a marketing lead throughout the business; reported to establish effective and strong network of marketing & sales; developed the marketing strategy and planned and managed clients
• Measured success & ensured timely delivery and developed guidelines for the same; engaged in the selection of candidates, scheduled interviews and managed the entire candidate journey
• Enhanced organization reputation by accepting ownership for accomplishing new and different requests; explored opportunities to add value to job accomplishments
• Protected organisation's value by keeping information confidential
MBA from (SHUATS) Joseph School of Business Studies, Allahabad with major specialization in Marketing
3 Years full time professional degree course
لقد تم حذف الرابط بسبب انتهاكه لسياسة الموقع. يرجى التواصل مع قسم الدعم لمزيد من المعلومات.