Senior Operations Quality Manager Food & General service
Cleveland Clinic Abu Dhabi
مجموع سنوات الخبرة :15 years, 2 أشهر
Successfully lead activation of Cleveland Clinic Abu Dhabi food service department from greenfield to
fully functional hospital. Managed an annual department budget of AED 34million with 9 direct
reports and 200 contracted staff.
Key accomplishments: -
o Build Hospitality/Food service department within Cleveland Clinic from scratch. Fashioned and
successfully mobilised Patient meal on demand in Cleveland clinic, first in its kind in the region
o Consistently exceeded all foodservice operational quality assurance objectives by contributing
information and analysis to strategic plans and reviews
o Achieved 100% score on food safety audits from 2015-18
o Consistently maintained food service delivery quality of >90% (Customer satisfaction score) in
a highly demanding environment catering to VIP’s, Diplomats, and elite class.
o Lead and effectively implemented IT solutionists IPCS (bedside meal ordering technology)
CBORD and Tray monitoring system worth AED 5 Million leading to customer satisfaction and
cost efficiency.
o Implemented LEAN model on six internal process improvements, which led to the reduction of
waste and contributed to a combined saving of AED 2 million (Sample project- Room service
model, Nourishment supplies, Satellite coffee service, vending machines)
o Provide leadership and managerial oversight into clinical compliance requirements, and
surveillance audits; investigating customer complaints; collaborating with other members of
management to develop new food and beverage menus and service standards and training
methods
General Services and Textile Services: - Successfully managed 9 major contracts with an
operational annual budget of AED 49million with an annual savings of 15percentage.
o Include vendor selection by identifying potential vendors, floating RFP, evaluation, vendor
selection, financials and budget process for Laundry, Uniforms, Linen, medical /general waste
management, pest control and window and façade cleaning.
o Lead and implemented regions first IT based hospital linen and uniform management solution
worth AED 3 million.
o Ensuring successful delivery of world-class services of laundry, linen, and uniforms from design
selection, up to seamless daily operations with quality and KPI control.
o Review and approve consumption reports, monthly invoices against provided services and
coordinates with service provider in reporting and resolving discrepancies, mange dispute.
o Organize and lead monthly vendor meetings, review performance against targets, alignment to
organizational priorities, short-term and long term financial and quality goal settings.
o Accomplished human resource objectives by selecting, recruiting, training, assigning,
scheduling, coaching, counselling, and disciplining employees.
Reporting to the Sector General Manager
General:
• Oversee the successful delivery of existing contractual commitments (food, service & supply chain)
• Meeting potential new clients and maintaining a balance of focus towards retention (of existing contracts) and acquisition of new contracts/ services.
• Principal tasks include:- Patient and client satisfaction, setting and agreeing budgets, monitoring quality standards, overseeing the management of facilities, allocation of resources/staff, planning new revenue sources and initiatives that can contribution towards business development.
• Dealing with staff and client issues so as to ensure health, safety and hygiene regulations are strictly followed.
• Budgeting and establishing financial targets and forecasting monitoring the quality of the services provided.
• Keeping financial and administrative records
• Managing the payroll and monitoring spending levels
• Commercial and Relationship Management of suppliers
• Supporting the negotiating process for new contracts with Potential clients
• Monitor departmental expenditure against budgetary targets and negotiate realistic amendments to future budgets and advise on staffing in the catering departments.
• Managing the Production and Service department - catering staff, chefs, stewards and storekeeper
• Client relation and record monitoring in the entire department to make sure the standards are maintained
• HSE implementation in line with policies and procedures
• Monitoring patient food costs and customer satisfaction
• Sourcing of new products and equipment
• Understanding of patient dietary requirements and dealing with complaints if any.
• Assisting dietician with the creation and costing of new menu
• Training and development of staff
Day-to-day Activities:
• The day starts with meeting Dietetic department head and planning the day ahead: - get any special request for the patient or Hospital Administration for the day, Menu planning & feedback if any.
• Briefing/ Meeting with Chef and Supervisor about the day’s activity. Check the events and function for that day. VVIP or royal family requirement. Check if there are any issues to be resolved / to be addressed.
• Monitoring the entire checklist and make sure everything is in place and updated, general cleaning / standard of the facility, general grooming of the staff, proper PPE (Personal Protective Equipment) i.e. all equipment are functioning properly. If not, co-ordinate and do the necessary maintenance with Engineering department.
• Supply chain and Admin related activities: monitoring previous day’s revenue, diet sheet and entries in the system. All Staff related activities like any new staff requirement or deletion. Any annual leave application to be approved. Any staff related issues to be addressed.
• Menu planning, Cost analysis and control (daily)
• Monitoring and evaluating the daily cost and control the wastage, meet the Chef, Supervisor and the storekeeper to evaluate and discuss the ways and methods of reducing the wastage if any, forecast the next day.
• Addressing all the other operational activities that may occur in a daily operation including, meeting the patients (random) and collecting their feedback, client request, Ward ways request, Head office related document movements, HSE implications.
• Client reports and ADNH financial flash reporting
• Handle the entire operations of the Bite Rite restaurant’s (café and Restaurants) in Abu Dhabi, with crew members and office and staff including accounts, quality & audit, purchase, training & development and HR.
• Taken up responsibilities Bite Rite restaurant and catering of Four (4) multi specialty hospitals’ operations (with JCIA accreditation) and major government offices situated in Abu Dhabi.
• Close coordination with Abu Dhabi New Medical Centre Hospital and NMC group to ensure the smooth flow of operations.
• Coordinate with General Manager to plan the strategies and set the targets for each individual unit. Implementation and evaluation of the same within the time frame.
• Plan new menus & marketing strategies within the budget and meeting the clients to introduce the same.
• Conducting meetings for outlet managers to brief them about the strategies & plans, follow up and make sure that the ideas are implemented as targeted.
• Collect guest complaint reports from all the outlets and rectify them at the earliest.
• Maintain highest levels of personalized service to maintain the booming brand name.
• Oversee system transactions and control the voiding system, opening & cash out procedure, system reconciliation and daily banking procedure.
• Handle customer queries / comments to ensure customer satisfaction.
• Prepare monthly sales reports and weekly profit & loss statements and provide relevant feedback and suggestions to the Operations Manager to maximize operational efficiency.
• Maintain hygiene standards and monitor regular quality checks for the outlet.
• Participate in staffing requirements for the outlet to ensure the right caliber of staff is selected to meet company objectives
• Guide, train, develop and motivate subordinates to achieve their objectives and work to their best potential to perform effectively on the job.
• Was In-charge of the entire operations the subway restaurant as well as training.
• Coordinated with the top management and plan the promotions accordance with events.
• Appraisals for the staff in every 6 months continue ongoing training program with Subway head quarters.
• Provide information and advise customers on the menu and keep abreast with all the latest products and services that will be offered.
• Oversee system transactions and control the voiding system, opening & cash out procedure, system reconciliation, and daily banking procedure.
• Handle customer queries /comments to ensure customer satisfaction and delight.
• Prepare monthly sales reports and weekly profit & loss statements and provide relevant feedback and suggestions to the Operations Manager to maximize operational efficiency.
• Maintain optimum stock levels to ensure smooth running of operations to cater to customer demands.
• Maintain hygiene standards and monitor regular quality checks for the outlet.
• Participate in staffing requirements for the outlet to ensure the right caliber of staff is selected to meet company objectives
• Guide, train, develop and motivate subordinates to achieve their objectives and work to their best potential to perform effectively on the job.
• Monitor the performance of the restaurant and plan for the future with the help of provided market indicators.
• Maintain the restaurant and operation standers according to the international subway guide lines.
• Recruiting staff for restaurants in the regain under the same franchiser and arrange training for the new staff.
• Plan schedules for the staff and evaluate performance to set various incentive programs.
Post Graduate Diploma in Operations & Management National Council of Hotel management and Catering Technology New Delhi
لقد تم حذف الرابط بسبب انتهاكه لسياسة الموقع. يرجى التواصل مع قسم الدعم لمزيد من المعلومات.