Director Operations
Oman Aviation Services- TRANSOM Catering
Total years of experience :21 years, 6 Months
Positions Manage Operations Manager, Manager Assembly(Tray setting), Manager Service Delivery, Airline Services Manager, Duty Manager, Senior Duty Officer. (500+ staff, Average 75 flights per day, Average 20000 meals per day, 44 Hi Loaders and 28 Vans).
1) Overseeing all operational aspects to align with the company strategy.
2) Responsible for the operational information flow to the executive management.
3) Supporting the executive management in developing, setting up and executing the catering’s commercial, operational and strategical plans.
4) Authorising operational policy and setting standards and objectives for the operations department.
5) providing day-to-day direction and management of the operations department, and directing and endorsing policy to fulfil objectives, achieve specific goals, and maximise profit and efficiency
6) Responding to changing situations by issuing commands and directives to subordinate staff
7) Consulting with immediate subordinates and departmental heads on operational, financial, quality, resources, safety, security and commercial aspects.
8) Preparing the department budget and authorising the funding of significant improvement projects initiatives
9) Representing TRANSOM Catering at official occasions, business meetings, food and beverages presentations, seminars, and forums
10) Liaising with operations senior team and finance team in preparing the reports, budgets, and forecasts and presenting them to the other directors and the executive management teams
11) Setting and managing the performance of senior staff and the operations department
12) Deputize other directors and the Catering Executive Director when needed.
13) Introducing IT solutions to increase the efficiency and effectiveness of the operation.
14) Introducing training programs to increase staff competence
15) Introducing and tracking operational audits to increase the department's compliance with the agreed targets.
Position Managed: Operations Manager, Duty Manager, Senior Duty Officer. (500+ staff, Average 75 flights per day, Average 20000 meals per day, 44 Hi Loaders and 28 Vans).
1) Managed all catering unit operational aspects with over 500 staff on different levels
2) Managed the process that identifies and implements significant continuous improvement opportunities to support the organisational objectives.
3) Developed standards of performance based on process innovation and best-in-class practices
4) Planed and managed operational excellence and continuous improvement projects within the company
5) Planned, organised, directed, controlled and evaluated the catering operations or other food or beverage service
6) Determined the type of services to be offered and implement operational procedures
Recruit staff and oversee staff training
7) Set staff work schedules and monitor staff performance
Control inventory, monitor revenues and modify procedures and prices
8) Resolved customer complaints and ensured health and safety regulations were followed
9) Negotiated arrangements with suppliers for food and other supplies
10) Negotiated arrangements with clients for catering or use facilities for banquets or receptions.
11) Analyzed and provided advice on the managerial methods and organisation of a public or private sector establishment
12) Researched to determine the efficiency and effectiveness of managerial policies and programs
13) Conducted assessments and proposed improvements to methods, systems and procedures in areas such as operations, human resources, records management and communications
14) Conducted quality audits and developed quality management and quality assurance standards for ISO (International Organization for Standardization) registration
15) Provided guidance and support to businesses on regulatory policies and procedures; ensured internal compliance with regulatory requirements, and prepared submissions and filings with regulatory bodies
16) Planned the reorganisation of the operations department
1) Ensured that all VIP and Private flights were provided with in-flight catering services per specifications by monitoring the quality of the products and services.
2) Developed new and improved existing food products through periodic food presentations and set standardised recipes and procedures related to production with the executive chef.
3) Used Customer Excellence methodologies to support sales and marketing leadership in pursuing outstanding commercial performance focused on growth.
4) Managed 3rd party sales team.
5) Prepared and managed the department budget.
6) Participated and organised with Presidential Flight/ Royal Jet other VIP flights and 3rd party catering customers business meetings and presentations as requested by the VIP customers, 3rd party catering customers and the senior management
7) Evaluated staff performance and recommended appraisals, termination, renewal, and promotions in due time to determine required training needs
1) Managed all aspects of EAS Catering's daily operation at Abu Dhabi Hub on a shift basis while monitoring, directing and controlling employees and production to ensure that all service, functional and administrative activities were performed to Etihad Airways partners and customers' requirements.
2) Developed the Business Continuity Plan for the catering division.
3) Planned, led and facilitated Kaizen and Lean Six Sigma teams.
4) Managed project improvement initiatives with the larger team daily, within deadlines set during scoping.
5) Overseed the catering operations division with direct responsibility for operational related tasking, facility-wide in the absence of the department heads
6) Ensured compliance with government and local safety and security regulations about catering operations.
7) Led the senior management morning meeting
8) Maintained routine records and prepared reports.
9) Acted as liaison for other departments, organisations, and companies.
10) Ensured that the services EAS Catering provides its customers are delivered per SLAs.
11) Acted as a focal point of contact on shift, leading and driving the performance of critical activities to ensure a safe and seamless operating environment through operational reports and highly skilled leadership capabilities.
12) Reviewed and updated the catering Security program.
13) Ensured that all costs incurred on a shift-by-shift basis are kept to the minimum by being accountable for the labour, process and SOPs are carried out effectively on shift.
Position Managed: Manager Assembly(Tray setting), Manager Service Delivery Operations, Duty Manager, Duty Officer. (1000+ staff, Average 275 flights per day, Average 110000 meals per day, and 140+ Hi Loaders).
1) Controlled the day to day running of the Service Delivery department.
2) Accountable for the department’s management about cost control, resource planning, operational change management, KPIs reporting, and ensuring that the department remains utterly compliant with the SLAs.
3) Accountable for all performance and improvement initiatives and implementation. Coordinates with other departments to ensure all flights are dispatched and loaded on time.
4) Ensures all vehicles are kept in service, minimizing the impact on the operations and customer service.
Accountabilities:
1) Developed a future strategy for the business needs ensuring the department’s requirements are identified and represented.
2) Designed and implemented appropriate audit programs to assess and drive the department’s performance according to QACC and customer expectations.
3) Established the department’s vehicle fleet requirements for future business demands.
4) Structured succession planning within the department to ensure continuity of service, continued
development and efficiency through future business growth.
5) Developed contingency plans and risk management for the department in conjunction with the company’s subject matter experts.
6) Structured the department’s training and development need to raise the department’s standards to assess continuous improvement results.
7) Identified efficiency in processes and oversaw implementation within the department.
Manages all operational aspects of the Service Delivery department to ensure product and service
requirements are met to the agreed budgets and KPIs.
8) Managed and safeguarded that the loading and ramp safety procedures were developed and followed to protect the employee and company.
9) Prepared yearly department budget.
Position Managed: Duty Managers, Duty Officers, Duty Supervisors, Team Leaders, Coordinators, Equipment Operators and Customer Services Agents.
KEY RESPONSIBILITIES:
1) Managed Service Delivery Department (Transport, Dispatch and Transport) directly to agreed standards and within defined budget limits.
2) Overall responsibility for maintaining high standards in Catering Unit Operations.
3)Followed organisational directives policies and achieved the highest customer satisfaction.
4) Increased profitability and excellent employee morale.
5) Ensured on-time performance and effectiveness of the departments through defined procedures, controls and personnel management.
6) managed and led the development of all direct reports and department personnel to create a dynamic, high-performance team that could meet operational needs.
7) Ensured that sufficient and economical quantities of all stock items (Equipment, Beverages, Dry Stores, etc.) were maintained to meet client service standards.
8) Utilized Lean process, change management and process flow management to deliver operations KPIs.
9) Ensured that consumers are provided with safe food by ensuring that all team members follow the hygiene and HACCP systems
10) Ensured that all airlines are provided with in-flight catering services as per specifications by monitoring the quality of the products and the services provided
11) Assisted in managing other operations departments (Ware wash, Equipment packing, Laundry, Assembly) to agreed standards and within defined budget limits.
12) Managed and responded strategically to daily operational matters.
Position Managed Assistant Operations Manager, Head Controller, Controllers, Catering Officers, Transport Coordinator and Equipment Operators Handlers
JOB SCOPE:
1) Responsible for planning, organising and developing the food and beverage services of the company whilst meeting customer expectations, food and hygiene standards and financial targets. 2) Ensured the smooth conduct of the shift through customer-focused service delivery and adequate staff supervision.
3) Ensured the highest standard of Customer Care and Service at all times.
4) Promoted the desired work culture.
KEY RESPONSIBILITIES:
1) Endeavored to resolve all complaints during shift and log all complaints in the logbook for further follow-up
2) Ensured the details on the flight catering orders were delivered
3) Supervised cash handling and banking procedures
4) Established and instructed staff in cash security procedure
5) Monitored and directed the daily activities of Fleet Management operations and direct responsibility for ordering new fleet.
6) Managed the catering operations to obtain maximum profit and maximum customer satisfaction
7) Supervised the maintenance of service equipment
8) Ensured that consumers are provided with safe food by ensuring that all team members follow the hygiene and HACCP systems
9) Ensured that all airlines (more than 25 Customers) and VIP flights were provided with in-flight catering services as per specifications by monitoring the quality of the products and the services provided
10) Monitored standards of customer facilities and service
11) Assisted with menu and wine list creation through Food & Beverage Presentations
12) Utilized Lean process, change management and process flow management to deliver operations KPIs.
13) Handled all ramp safety and security audits.
Position Managed Head of Tray Set Section, Head of Equipment Section, and the In House Laundry Section Head.
KEY RESPONSIBILITIES:
1) Endeavored to resolve all complaints during shift and log all complaints in the logbook for further follow-up under the general supervision of the Customer Service Manager.
2) Ensured the details on the flight catering orders are delivered through constant monitoring of the production procedures such as packing, storing, and the delivery of the final product
3) Participated in the management of the catering operations to obtain maximum customer satisfaction
4) Supervised the maintenance of service equipment
5) Ensured that consumers are provided with safe food by ensuring that all team members follow the hygiene and HACCP systems
6) Ensured that all airlines are provided with in-flight catering services as per specifications by monitoring the quality of the products and the services provided
7) Monitored standards of customer facilities and services
8) Developed new and improved existing food products through periodic food presentations and set standardised recipes and procedures related to production in conjunction with the executive chef, packing and delivering the designated product.
9) Conducted sensory food analysis by testing constant food for smell, colour, taste, texture and dietary values.
10) Conducted scheduled internal hygiene audits
11) Managed the food safety system ( HACCP ) & quality control prerequisite systems as:
1. Current Good Manufacturing Practices ( GMP ).
2. Cleaning and sanitation for food production premises.
3. Chemical Control
Position Managed Security Manager, Maintenance Manager, Leasing Supervisor, Customer Services Manager, Safety Officer, Housekeeping Manager, Assistant Operations Managers.
Main Responsibilities:
1) Planned, formulated, managed and led the operations team in effectively managing service operations, maintenance and upkeeping of the shopping mall.
2) Developed and designed guidelines to ensure proper compiling and managing of operation strategies and executing the same to improve mall operations.
3) Managed the tenant's requirements and tasks to ensure the effective operations of the whole tenants.
4) Administered performance management process, including annual reviews and appropriate corrective action, to co-managers, assistant managers and associates.
5) Set benchmarks for monitoring the performance of critical contractors to ascertain that expected standards are adhered to.
August 2002 - January 2008: Alpha Flight Services, Amman - Jordan:
Main Responsibilities:
1) Coordinated with other company sections to ensure the delivery of high quality services to all customers.
2) Interacted with line maintenance to assure timely communication of maintenance progress.
3) Managed tray-setting, equipment stores, laundry sections and maintained high standards of the operation of these sections.
4) Sustained a positive and pro-active relationship with all customers, both internal as well as external and efficiently handled the Royal Jordanian account.
5) Evaluated unit for continuous improvement; assisted in compliance with all state and country health department and safety regulations.
6) Developed and implemented customer service plan for catering as a way to generate repeat business; performed market analysis to assess competitor information and customer satisfaction levels; guaranteed quality customer service by training and developing staff.
7) Sustained a positive and proactive relationship with all customers, both internal and external and efficiently handled Royal Jordanian account.
Mar 2004 ~ Feb 2006 Head Of Marka Catering Unit
Main Responsibilities:
• Administered all functions of catering unit and its staff, achieved personal catering sales goals and worked professionally with other company department heads, such as the Executive Chef, Operations Manager, Stores and Purchasing Manager, etc. for positive and professional environment.
• Transmitted necessary information to and coordinated special flight catering orders planning with production, operations, Stores and purchasing and finance; arranged for preparation of the orders, printing of menus, pricing of the orders, loading and off loading and other special requests, etc. in order to satisfy customers.
• Critiqued functions to determine future needs and to implement necessary changes for increased quality. Attended management meetings to review policies/procedures, upcoming business, and to continually develop quality and image of catering functions.
• Prepared budget, implemented cash handling procedures, accounted all expenses and maintained a positive bottom line. Established work deadlines and time schedules for catering delivery service to achieve highest customer satisfaction.
Aug 2002 ~ Mar 2004 Operations Catering Officer
Main Responsibilities:
• Devised meal sector checklists using meal management system.
• Performed invoice checking using web system, assisted in producing in-flight menu card for passengers, system administration and provided support to other officers within the team when required.
• Coordinated with the kitchen team to fulfill all logistical needs, supervised the cook, and administered the preparation, portioning, garnishing, and storage of food and estimated food consumption and purchase accordingly.
• Championed all company initiatives and implemented best practices throughout the operation
A master's degree equipped me with the latest strategic quality management tools, skills and knowledge that helped me to become a strategic quality management expert.
December 2008 University of Huddersfield- Master Degree Huddersfielf - United Kingdom (Field of Specialization / Marketing)