Customer Service Manager
Emirates Bio Farm
مجموع سنوات الخبرة :13 years, 4 أشهر
Established Emirates Bio Farm as an ecotourism destination and events venue, welcoming over 2000 visitors a week
* Led business development through gaining new clients in corporate, educational institutes, and open farm days
securing an additional revenue stream that accounted for over 30% of total business
* Led and managed groups of up to 100 students per day.
* Led and managed corporate events and workshops including tree planting activations.
* Created and managed a tourism focused tour based on educating public visitors. Seasonal of up to 25000 people.
* Assisted and managed different public events such as the first Organic festival in the UAE, Ramadan iftars and a
variety of workshops for both children and adults.
* Developed educational programs for all ages including the UAE University as part of the school curriculum.
* Welcomed and managed over 25000 public visitors and 2500 students in a season.
* Developed activations focusing on corporate clients.
* Managed the customer service team and maintained a 4.8/5 on Facebook, 5/5 on trip advisor and 4.5/5 on Google
rating and 4.9/5 on customer feedback forms.
* Assisted in developing a successful social media strategy which involved content creation, planning and fostering an
online community of over 40000 people.
* Pivoted the business during Covid- 19 by focusing on e-commerce which includes solely managing the end to end e-
commerce business from stock management, website management and customer service.
* Assisted in launching the farm to table restaurant concept on site through working closely with chefs and operations
team
* Completed the events department, customer service and administration ISO Quality Management System 9001:2015
Standard
* Trained all permanent and temporary staff on all systems.
• Led and managed all social media activity.
• Led and managed all day to day operations.
• Trained and developed all staff, including menu development and training of food safety procedures.
• Developed a comprehensive SOP for all sections of the restaurant.
• End to end opening of a new branch in Khalifa City A which includes but not limited to negotiations with mall management, recruitment, training and eventual opening.
• Held outside catering events such as school events, Emirates Bio Farm open days and corporate lunches.
• Maintained a 4.5/5 rating on Zomato and Talabat and managed all customer interactions.
• Maintained all documents according to ISO and HACCP
• Maintained a 98 percent from Baladia inspections.
• Managed and led operations for a variety of brands including Grand Central Cafeteria, Waffle Miester and the Kitchen café.
• Created and developed all costing for recipes, negotiated with suppliers and all necessary documents for in house operations.
• Developed recipes and menus based on the clients requirements and developed in house training.
• Coordinated with online platforms such as Zomato, Talabat, Carriage, Easy eats and Deliveroo.
• Created all SOP manuals, training manuals and customer service manuals including wait staff straining and standard practice in the food and beverage industry.
Manage the business aspects of the bar, such as keeping a current liquor license, negotiating supplier contracts, taking
inventory and reordering supplies, managing budgets, and setting goals for both staff and management.
* Hiring and training staff to provide excellent service to patrons.
* Creating effective schedules and quickly resolving conflicts to ensure that bar is well staffed during peak hours.
* Setting and enforcing quality and safety controls.
* Ensuring licenses are updated and in line with current legislation.
* Working with diverse personalities both on the staff and patrons.
* Planning and taking part in promotional events such.
* Diffusing tense situations between patrons or staff members to prevent possible safety or legal issues, ejecting unruly
persons, if needed.
* Maintaining a fun, safe atmosphere for patrons.
* Maintained the Guildhall heritage.
Served as point of contact for individual, group and corporate clients who are interested in booking events at the LIDO
hotel.
* Conducts research and actively sources the best vendors and suppliers for clients while staying within the parameters of
the budget given by the client.
* Negotiates with vendors and suppliers for the best terms, conditions and arrangements. The objective of the negotiation
is to increase the value of service without compromising the budget for the client.
* Schedules and presides over meetings with the client and members of the event staff to make sure all details are catered
for.
* Book and manage the events which included 15 weddings, 10 ANC government conferences, 31 Matric farewells and
22 birthday parties to name a few.
courses: Diploma in