Head of operations- UAE/OMAN/QTAR
Al othaim
Total des années d'expérience :21 years, 2 Mois
Liaise with COO to make decisions for operational activities and set strategic goals
Evaluate overall performance by gathering, analyzing and interpreting data and metrics
Ensure that the company runs with legality and conformity to established regulations
Review financial information and adjust operational budgets to promote profitability
Supervise staff from different departments and provide constructive feedback
Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements
Oversee customer support processes and organize them to enhance customer satisfaction
Improve the business processes for each department through analysis and collaboration
Get involved in long-term business planning at the managerial and executive level
Managed daily operations of 15 revenue centers in two regions \[Abu Dhabi and Oman\] with six brands. Implemented and developed policies and procedures. Coordinated business development and workforce improvement in order to achieve overall regional goals. Managed a team of 235 Members, Coach, motivate, supervise, train, evaluate, approve timesheets, recruit, hired and retained staff.
Improved customer satisfaction from 81% to 93% through right guidance & coaching, monitored through routine store visits and audits. Achieved sales Targets and cost targets through accurate action plan and optimizing team performance. Improved quality related audits from 86% to 90%! Working with multiple stores and driving many miles to coordinate in-store visits and reviews. Maintaining a budget for the region and making sure local stores are staying on budget
Responsible for
• Overall performance of the region
• Achieving company objectives
• Ensuring a professional work environment
• Financial results
• Determine the general management
• Maintain contact with clients and other (potential) business relations
• Delegate tasks and Make proposals for improvement
• Plans, organizes, assigns, and supervises the work of more than 165 diversified personnel engaged in food preparation and service.
• Observes quality of food service and gives instructions for maintenance of high standards.
• Develops, prepares, and prices menus to satisfy customers' desires; promotes cash sales and catering/banquet service.
• Works as necessary to insure customer satisfaction, which may include occasional odd hours and/or remaining on-call for problem solving.
• Assigns and trains personnel and determines work schedules.
• Interviews and hires employees; evaluates employees' performance; resolves minor employee grievances.
• Report daily in writing to Managing director on all activity for the day, Complete the employee activity report when applicable.
• Effectively lead a team of 115 employees, including7 Managers, Sr. Executives and executives.
• Managing restaurants Profit & Loss centers, including food, supply and labor costs to meet annual operating budgets.
• Supervising entire operations including Food & Beverage, Sales, Human Resources, Purchase and Finance to ensure high quality of operating standards.
• Managing medium to large sized teams with varied cultural, lingual and professional backgrounds.
• Business strategy planning & analysis for assessment of revenue potential & opportunities so as to revamp, reinstate or set up new business sources to achieve planned targets.
• Survey target markets and execute related strategic plans, sales incentive programs, financial forecasts, pricing, product mix, new product roll-outs, and reporting.
• Negotiating purchase deals, identification of new prospects, setup and opening of new Southern Fried Chicken outlets.
• Participated in per-opening activities (i.e., site selection, vendor relations, purchasing, equipment, operations, staff recruitment, training)
• Ensuring customer satisfaction by achieving delivery of service quality norms.
• Reviewing & interpreting the customer feedback to attune the business strategies as per the guest requirement & expectations
• Ensuring all Statutory and Company Health, Safety and Food Hygiene regulations are followed and corrective action taken as necessary
• Overseeing smooth implementation of Food & service standards so as to minimize gaps in actual v/s required standards.
• Reviewing training development and certification to standardize quality across the region.
• Monitoring operations policies and human resources policies by conducting meetings, posting required notices, performing quarterly restaurant audits and taking appropriate actions.
• Planning, organizing and managing all restaurant operations.
• Expertise in planning, marketing, cost analysis, budgeting, expense control, staffing, training, and quality management. Responsible for local marketing & promotional activities.
• Restructured restaurant operational system and instituted training program to cross-train staff, improving efficiency and professionalism of entire sections. Consistently received "high praise" from our customers and vendors.
• Scheduled regular training for staff to increase product knowledge.
• Skilled in all aspects of restaurant operations, ensuring compliance with regulatory agencies, budgeting and forecasting of sales and revenue, P&L accountability, monitoring payroll, food and beverage cost controls, analyzing performance trends, scheduling staff, reviewing financial reports and taking appropriate actions, Planning and timely execution of corporate & local store marketing ideas, and coordinating all departments, including Purchase, Marketing, H.R, Guest Relations, Food & Beverage and Senior Management.
• Taking care of all customer related issues, problem solving and decision making. Delivered personal attention to customers to ensure high level of satisfaction, to generate repeat clientele, and to encourage word of mouth referrals.
• Manage and maintain monthly profit and loss responsibility for a 5hundred thousand dirham full service restaurant. Supervise 30 employees, including an assistant manager, shift managers, drivers, and crew members.
• Implemented 'Employee Award' programs designed to promote outstanding work performance, which delivered measurable improvements in employee morale, satisfaction and employee retention
• Successfully increased revenues by 20% from previous year, increased productivity by decreasing employee turn-over.
• Successfully increased guest satisfaction scores by 15% in the areas of cleanliness, attentiveness, maintenance, and service efficiency.
• Worked directly with advertisers to significantly increase the sales of the insert programs
• Applied marketing skills to increase the sales.
• Cultivated client relationships, increased customer satisfactions and repeated sales.
• Achieved high targets and maintain the budgets.
• Handled all customer related queries, calls and complaints.
• Consistently increase the sale through efficient marketing plan and quality customer service.
• Applied communication skills for effective marketing- include providing clear direction, sharing information, and delegating, assigning, and prioritizing work in an efficient manner to achieve targeted marketing plans.
• Exhibit products at trade shows and attend trade shows to review competitors’ products
• Develop launch plans outlining the launch process, present launch plans to senior management for approval, and track actual unit sales and gross margin performance for new product launches.
• Supervised and assist highly trained 8 sales executives.
• Assisted and worked with restaurant manager.
• Supervised and trained entire dining staffs.
• Assist the customers about their queries and complaints.
• Assisted Kitchen Manager with day-to-day kitchen operations.
• Handled birthday parties, banquets, staff allocations, paperwork’s like goods receipt notes and purchase control forms, inventory.
• Assist the restaurant manager in opening and closing procedures, ensuring that all tasks were completed accurately. Store handling and ordering and receiving goods, and cash dealings.
• Assisted in increasing sales volume by providing excellent guest service
• Provide training to new employees on all facets of operations and job performance.
• Act as a Shift manager in restaurant manager absents to ensure high customer satisfaction.
• Consistently achieve high APC through suggestive selling and dessert to go orders.
• Supervised and organized trainee staffs.
• Played a primary role to increase the sale 40 percent.
• Assigned in charge for the banquet setup and supervising.
• Lead and supervised the restaurant service team in absence of captain.
• Assist the captain in weekly and monthly inventories
• Consistently exceed sales goals by effectively managing sections and multi-tasking.
• Recognized as "Lead Server" which includes mentoring and training new waiting staff.
• Worked in different service sections, such as- Restaurant, Banquet, Room service, Housekeeping.
• Assist and advise the customers about foods and local tourism.
• Assist waiting staff in their day to day works such as. Restaurant seating setup, breakfast setup, banquet setting, and the arrangement of side station.
• Awarded as star trainee crew.
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