Operating Partner
Over rice Restaurant
Total years of experience :27 years, 5 Months
Provided support to create and manage development of Over Rice Brand in Laval, QC
In charge of the operation and development of the concept in Montreal. Responsible for all aspects related to brand performance and profitability, development of menus, create Recipes and SOP, implementation of training programs
In charge of establishing contracts with suppliers and negotiating to get the best offers, best quality and best prices.
Developed, trained and mentored 2 team members who were promoted to a team leader
Led a team of 4 managers, 8 supervisors 40 employees, to surpass financial targets & customer expectations.
In charge of the operation and development of the concept in Montreal. Responsible for all aspects related to brand performance and profitability, implementation of training programs, In charge of establishing contracts with suppliers and negotiating to get the best offers, best quality and best prices.
Led a team of 9 managers, 18 supervisors 120 employees, to surpass financial targets & customer expectations.
• In charge of the operation and development of an original QSR concept in UAE. Responsible for all aspects related to brand performance and profitability, development of menus, implementation of training programs, and overseeing the smooth operation of the concept in conjunction with other Departments within the organisation (finance, marketing, HR, maintenance, payroll, purchasing).
• Responsible for the management of the catering services with full operational control and financial accountability. Assisted Franchise Owner teams to open new restaurants on time and meeting minimum acceptable standards, created and maintained strong relationships with Franchise Owners, restaurant managers, staff, and customers.
• Strengthened the delivery segment by outsourcing the call center and integrated the home delivery hotline.
• Grew business by 20%. vs last year.
• Developed, trained and mentored 2 team members who were promoted to Quality Control Officer and Training Officer
• Achieved 1 new company owned & 1 local Franchise openings.
• Provided Franchise Owners, their managers and staff with the tools necessary to meet their business objectives
• Acted as the liaison between Franchise Owners and corporate staff for tactical needs
• Achieved 4 new International Franchise openings.
• Acted as the liaison between Franchise Owners and corporate staff for tactical needs. Introduced and implemented the company’s franchisee recruitment system. Developed assigned Franchise Owners and their teams to proactively advance standards, processes, methodologies, efficiencies and internal controls to exceed organisational objectives and sustain business growth. Delivered on-going sales and profit growth.
• Protected the brand by ensuring franchises are complying with brand standards within their restaurants. Ensured quality of all aspects of the operation.
• Participated in the site location selection strategy and represented the Operations function in the final decision.
• Assisted in business planning - yearly plan development, with monthly follow-up.
• Organized all learning & development processes according to market and Franchise Owner organization requirements.
• Responsible for managing Brands in various regional markets (Kuwait, Qatar, Bahrain, UAE, Oman and Lebanon). Responsible to devise and implement Brand Marketing strategies that developed and grew the designated product, encompassing both existing and new product development.
• Responsible for Mövenpick Ice Cream (Kuwait, Qatar and Lebanon) boutique and outlet development.
• Grew business by 27%.
• Introduced new line of gourmet products.
OPERATIONS MANAGER - CONTACT CENTER
February 2012 To January 2013
• Managed all QSR & Casual Dining orders for the group via traditional hotline numbers, and alternative delivery channels (Web and smart applications). Handled more than 500, 000 customer calls every year and managed team of 200 agents.
• Increased bottom line margin of the call center by 36%.
• Improved service level to 99%, decreased abandoned calls to 0.5%.
• Reduced average handling time (AHT) by 4 seconds.
• Delivered a 40% reduction in repeat calls by increasing quality of call standards and focusing on first-call resolutions.
• Reduced employee turnover from 70% to 30%.
• Grew business by 21% and saved $1.2 million from bottom line within 2 years.
• Planned and managed significant remodeling projects for 3 locations which turned around dine-in ambiance, customer experience and financial performance.
• Launched breakfast segment which generated 2% incremental sales in 2012.
• Brand was awarded the Super Brand Status for 2012 in Kuwait.
• Created and launched competitive group and individual offers which attracted an average of 500 new home delivery customers per month.
• Launched delivery segment for Applebee’s as Project leader in 2011.
1. Participation, Preparation of annual budgets
2. Give supervision and direction to the Restaurant Manager For LSM Implementation at the restaurant level and reporting to the Operations Manager
3. Ensure Operations execution meets Kabab-Ji Standard and Guest expectations
4. Ensure security of company assets under the direct management through effective control and audits
5. Manages manpower needs through effective planning for quantity, Quality and development of manpower.
6. Evaluate Restaurant Managers performance and develop action plans to improve performance.
7. Ensure execution of training at the restaurant level through training audit and active participation in unit training activities
8. Motivate unit Mangers and team members through recognition of them performance
9. Daily, weekly and monthly planer to make effective plan to achieve the following objectives:
• Operational focus: customer service, food quality and sanitation(Daily, weekly & Monthly Basis).
• Sales: Focus to increase sales through customer service, food quality & LSM Activities.
• Cost of Sales: Ensure proper food management using prescribed Kabab-Ji Brand.
• Cost of Labor: controlling the Labor cost to meet the budgeted cost. And maximize productivity through effective scheduling, well trained and motivated team members. Participate in all corporate labor programs such cross-training when and where possible
• Management Controllable costs: controlling the Management cost to ensure it meet the budgeted costs use a “Return on Investment” and reported to the Operations Manager to get the approval.
• Profit: Ensure profit is achieved or exceeds budgeted percentage and maximize flow through.
Al Homaizi Group is a diversified organization enjoying a leadership position in a wide variety of industries in the Middle East.
In Kuwait, the Group is a market leader representing world-renowned brands in hospitality, wholesale and retail business e.g. Burger King, Pizza Hut, Tacco Bell Applebee's, Kabab-JI (A famous Lebanese Restaurant concept) and Al Rifai….
Restaurant Manager - Kabab-Ji
The first Kabab-Ji restaurant was opened in Lebanon, on Zouk Highway, in
1993.
Kabab-Ji has traveled the world to find the best spices that provide the rich aromas and tastes of their superb marinades. Recipes have taken years to develop so that they appeal to the majority of tastes. Al Homaizi Food brought Kabab-Ji into Kuwait in October 2002 when a restaurant was opened in Adayliya
Responsibilities
1.Maintains the product quality as KB standards in all workstations to ensure excellent quality of food service and high standard of hygiene.
2.Completes food cost procedures monthly to achieve a proper P & L.
3.Conducts weekly inventory for cost control, and handles financial analysis and cash control.
4.Controlling the Outlet Budget.
5.Setting the strategic budget plans in order to increase sales and cut down cost.
6.Enhancing standards of service quality.
7.Conducting training, evaluation performance & staff counseling
8.Studies customer complaints and takes direct immediate actions.
9.Responsible for the in house training and assisted on the training for the other branch
* IDP For MUM Before the end of the third Quarter of 2008
Johnny Rockets (Restaurant Manager)
1.Maintains the product quality as KB standards in all workstations to ensure excellent quality of food service and high standard of hygiene.
2.Completes food cost procedures monthly to achieve a proper P & L.
3 Conducts weekly & Monthly inventory for cost control, and handles financial analysis and cash control.
4.Controlling the Outlet Budget.
5.Setting the strategic budget plans in order to increase sales and cut down cost.
6.Enhancing standards of service quality.
7.Conducting training, evaluation performance & staff counseling
8.Studies customer complaints and takes direct immediate actions.
9.Responsible for the in house training and assisted on the training for the other
Branch
Snack Abou Karim
2001-2002
Restaurant Manager. /NSO
Opened the first branch of abou karim’s snack in Lebanon
Responsibilities Including : Purchasing, Local store marketing, sanitation, cost control, & public relations
Set strategic budgeting plans to increase sales, cut down cost
Setting an operational system for the restaurants
2002
Training Manager. / NSO
Opened 3 branches of abou karim’s snack. Bliss, labban, Mazraa.
Assisted in the opening of 3 branches of abou karim’s snack. Starco, Mansourieh, Jdeideh
In charge Of 3 Outlet Of Abou karim's Snack ( Bliss, Labban, Mazraa)
Trained over 75 staff members for opening and closing.
Trained over 6 store managers.
.2003
Training Manager. /NSO
Opened Catering cafeterias for 2 of reputable universities in Lebanon \{Lebanese international university( LIU), Business computer university (BCU)\}
Assisted in the opening of 2 branches of abou karim’s snack (Bhamdoun, Ghobeiry)
In Charge Of 3 Outlet Of Abou Karim’s snack (Bhamdoun, Mazraa, Ghobeiry)
Trained Over 40 Staff members For the operation
2004
Training Manager. /NSO
Opened catering cafeteria for lebanese international university bekaa branch (Omar Al-Mokhtar - Al-khyara)
Handled All the Catering Cafeterias of the Universities (LIU, BCU) as acting operation manager.
AMERICANA 1996 - 2001 Raouche, Shoran St. Beirut
. Americana is one of the biggest companies in the middle east, own which includes the following chains ( KFC, Hardee’s, TGI Fridays, Baskin Robbins, Tikka, Sbarro & Others …)
Hardee’s Restaurant Beirut, Bliss
1996 - 1998
Shift Supervisor
1998 - 2001 Asst. Manager
Enhanced of the quality of service standards
Aided in opening & closing duties with the manager
Responsibilities Including : Cost Control, Local store marketing, sanitation cost control, & public relations
Set strategic budgeting plans to increase sales, cut down cost.
