Retail Manager
Royal Golden Trading FZCO
Total years of experience :15 years, 11 Months
• Recruiting, training, supervising and appraising staff
• Managing budgets
• Maintaining statistical and financial records
• Dealing with customer queries and complaints
• Overseeing pricing and stock control
• Maximizing profitability and setting/meeting sales targets, including motivating staff to do so
• Preparing promotional materials and displays with Marketing and Graphic design Team
• Liaising with head office
• Supervising and guiding staff towards maximum performance
• Organize all store operations and allocate responsibilities to personnel
• Monitor stock levels and purchases and ensure they stay within budget
• Inspect the areas in the operations and resolve any issues that might arise
• Attending various exhibition, to learn on market and new products.
• Analyze sales and revenue reports and make forecasts
• Ensure the team fulfils all legal health and safety guidelines while working
• Produces information by transcribing, formatting, inputting, editing, retrieving, copying, and transmitting text, data, and graphics.
• Conserves executive's time by reading, researching, and routing correspondence; drafting letters and documents; collecting and analysing information; initiating telecommunications.
• Maintains executive's appointment schedule by planning and scheduling meetings, conferences, teleconferences, and travel.
• Represents the executive by attending meetings in the executive's absence; speaking for the executive.
• Welcomes guests and customers by greeting them, in person or on the telephone; answering or directing inquiries.
• Maintains customer confidence and protects operations by keeping information confidential.
• Completes projects by assigning work to clerical staff; following up on results.
• Prepares reports by collecting and analysing information.
• Secures information by completing data base backups.
• Provides historical reference by developing and utilizing filing and retrieval systems; recording meeting discussions.
• Maintains office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing and expediting orders for supplies; verifying receipt of supplies.
• Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Contributes to team effort by accomplishing related results as needed.
• Provides payroll information by collecting time and attendance records
• Welcomes new employees to the organization by conducting orientation
• Provide clerical and administrative support to Human Resources for preparing policy, procedure, formats and forms
• Process documentation and prepare reports relating to personnel activities (staffing, recruitment)
• Assist in payroll preparation by providing relevant data (absences, bonus, leaves, etc)
• Take part in employee activity
Supply Chain & Logistic Operation:
• Directs planning of procurement and raw materials including subcontracted services.
• Responsible for inventory accuracy and turns.
• Ensures that every step of the procurement and material management processes are functioning effectively to avoid costly delays and lost sales opportunities due to availability of materials.
• Communicates needs and objectives to key internal and external including suppliers, sales, service, manufacturing and management.
• Oversees all planning and scheduling activities.
• Works closely with Sales Team and Country Manager on new accounts, projects and product developments.
• Provides input into staffing and capacity needs in order to maximize productivity and efficiency.
• Negotiates cost reductions.
• Identifies primary and alternate sources for each item needed and encourages suppliers to remain competitive to achieve best value (quality, lead time, parts and service)
• Works with quality manager to qualify suppliers and to monitor their performance
• Establishes and enforces procedures to ensure proper recording, storage and tracking of all items purchased by the Company.
• Monitors prices of major commodities; analyzes impact based on annual usage and reports findings to management for budgeting purposes.
• Monitors significant trends, changes in suppliers, and prices to capitalize on opportunities and/or protect company positions.
• Prepares and issues POs for complex or specialized materials to support production and sales.
• Researches and identifies non-standard or at risk material and assist in developing new sources of supply.
• Contacts carriers to negotiate contracts/pricing, troubleshoot problems, and to arrange/coordinate challenging shipments.
• Directly supervises Planning/Scheduling, Purchasing, Shipping and Receiving functions.
E commerce Operation:
• Ensure effective liaison with clients and coordinated arrangement delivery
• Ensure coordination for shipments with Floranow team for delay and missing items and sending email about missing items to get credit note.
• Review Local purchase / shipping documents while ensuring completeness and accuracy.
• Seek innovative ways to improve service and cost, which will include both technological and process improvements.
• Review and follow up the documents, processes and controls of client payment and audit system and ensure all documents, processes and controls are updated.
• Support the procurement process through planning for Local and Plants purchase.
• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow, process and planning.
• Play a significant role in long-term planning, including an initiative geared toward operational excellence.
• Manage overall financial reports, planning, systems and controls.
• Management of agency budget in coordination with the manager.
• Disbursement of checks for agency expenses.
• Organization of financial documents.
• Regular meetings with Team and Manager Operations planning (Stock, damages, etc.).
• Regular meetings with Manager around financial planning.
• Develop and manage annual budget
• Ensure that Accounting Department requests are resolved and communicated in a timely manner to internal and external parties
• Helping Manager to price arrangements.
• Helping Manager to prepare catalogue for website
• Other admin support to the Manager.
• Preparing roster for team and controlling extra hour.
• Preparing order sheet before ordering and getting approval from Manager
• Helping Manager for upcoming new projects.
• Preparing client order sheet if require
• Checking Shipment and quality assurance for flowers.
• Preparing Debit note
• Preparing gate pass for delivery.
• Ordering client shipment as per their requirements
• Ensure all staff meet legislative, payroll and other requirements.
• Menu card preparation for all required events. Type event menus as prepared by Chef, Check, format and add beverages to menus.
• Post event staff review.
• Communicate with staff to complete rosters as per requests from Food and Beverage Outlet Managers and within a given time frame
• Develop and maintain a good, positive relationship with staff
• Communicate all staff management to the team so they can support it
• Ensure presentation standards are met and enforced
• Check and ensure staff meet all legislative and payroll requirements
• Be in attendance at specific events nominated by F & B Director and Asst F & B Director.
• Provide administrative support for the preparation of department meetings including the preparation of agendas, distribution of papers, minute taking, and follow up action on matters arising from meetings to enhance the effectiveness of those meetings.
• Complete all necessary Food Safety Plan documentation and filing.
• Draft correspondence as requested
• Liaise on behalf of food and beverage department where necessary with other departments
• Attend to matters requiring attention in the absence of the food and beverage staff and direct matters requiring input to the other departments
• Complete allocated projects as requested by F & B Director and Asst F & B Director.
• Supervise small events as required.
• To attend and handle all guest request received for internal service including room service order as per the hotel’s SOP.
• To answer and handle all incoming calls, wake up calls, messages properly using telephone etiquettes.
• To co-ordinate with all departments as per the guest and operational needs, to monitor and follow up all requests also to ensure that guest have a memorable stay by offering finest service.
• To respect privacy of the guest and the confidentiality of the information.
• To update all request in Hotsos, Micros and Opera.
• To follow the emergency and security procedures.
• To setup inventory and monitor supplies and other commodities upon guest requests.
• Answer telephones in a friendly and professional manner, using guest’s name a minimum of 3 times.
• Record guest orders for food and beverage, honouring all guests’ requests.
• Up-sell whenever possible by making additional suggestions to guest.
• Advise guests of any order that may be delayed and bring it to the attention of the manager on duty.
• Possess in-depth knowledge of menus for all meal periods, wine and beverages, inclusive of ingredients, prices, gratuities and service charges.
• Answer guest inquiries, providing information on Resort facilities and activities upon request.
• Follow-up on guest satisfaction i.e., phone calls or informing manager on duty of any problems.
• Keep informed of any menu changes, out of stock items, and daily specials.
• Perform other related duties as assigned or requested by supervisors/managers
• Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure.
• To greet guests upon arrival and ensure that they are escorted to their villa.
• To greet guests on arrival and complete the check-in procedure
• To ensure that all guests are made familiar with their Villa or Room by explaining the features.
• To assist in maintaining guest history files and to maintain the Butlers log book on a daily basis.
• To handle guest complaints, inquiries, and comments, log them and initiate appropriate action and follow up.
• To maintain up to date files and information on tours, sightseeing and points of general interest and make the necessary bookings when requested.
• To ensure that all guests are made fully aware of the services and facilities available to them.
• To up-sell all our facilities like spa and restaurant facilities.
• To responsibly carry out the cashiering function with guest billing procedures.
• To ensure that guest check-out arrangements are in order, and to bid the guests farewell
• Checking guest order with correct accompaniment, Tray setup and Review daily specials with chefs.
• Review V.I.P. list and the daily event sheet during each shift.
• Make sure that the staff attendance and appearance is up to the standards.
• Double check the supplies needed every day and if not up to the par, order with signed Purchase Order.
• Assign specific duties to each colleague and follow up on assigned duties.
• Prepare forecast for Rooms based on history, daily activities and special activities.
• Monitor that all checks and cashiering procedures are following the accounting guidelines.
• Actively participate in staff training
• Make sure all posted staff hours are accurate
• Coach and counsel staff by monitoring that all staff perform to their standards of service duty.
• Towards the end of the shift, check and control the area to see if all the side duties are completed. Check if all assignments are completed.
• Make sure all the linen containers are emptied and that the dirty linen has been delivered to the Housekeeping department. Make sure all linen is shook and sorted by type and size: no food, no flatware and debris.
• Plan review the next day’s activities, forecast, staffing and unusual circumstances.
• When the side work is done, when all assignments are completed, when the work area is clean and organized, when the next shift is in place AM/PM, then authorize the staff to leave.
• Make entry in the log book every single day regarding, sales/average check, special events, complaints, incidents, house/guest count and number of covers and deliveries
• Completed advanced diploma in HOTEL MANAGEMENT from hospitality training institute, Matunga, Mumbai. (2006-08).