Mohammad Irshaid Irshaid

• Successfully restructured the overall operations of the restaurant; handled all branding and renovations activities, created new marketing initiatives to increase the footfall of the store in the market; worked with the chef to develop a new menu for the restaurant; conducted training for both FOH and BOH staff to meet service standards of the brand - reduced the food cost from 31% to 24% through effective operational planning.

• Consulted the project from scratch and effectively handled pre-opening phase of the restaurant; liaised with governmental institutes to obtain completion certificates for opening; created marketing campaign for the launch and successfully launched the restaurant on time.

Operations Management
• Managed overall operations of franchisee division of donuts, ensuring operational and financial excellence of franchisee business across the region.
• Searched and identified new site location for the outlet and managed all aspects of new launch/opening of the brand, delivered superior food and beverage service and maximized the revenue.
• Created new and creative products and kept up with the trend to bring footfall into the store.
• Conducted budget checks, P&L analysis, reviewed financial reports and ensured corrective action to ensure all outlets are profitable.
Marketing & Brand Management
• Developed and implemented innovative marketing strategies to achieve sales targets in each outlet; assisted in setting marketing goals and creating promotional materials.
• Created promotions like box deals, happy hour, combos, last minute deals and ensured DumDum is a part of various events, expeditions, educational institutions, food trucks, weddings, parties and pop-ups in Dubai.
• Handled online and offline marketing of DumDum on social network including handling online accounts and creating online content; responded to online complaints and communicated with followers on social media.
Home Delivery Operations
• Oversaw and managed the home delivery function for the outlet while working with a delivery company and ensured timely delivery by effective scheduling and optimizing delivery routes.
• Ensured proper handling of food during the delivery process to maintain high hygiene standards.
• Tapped into the online delivery apps like Deliviroo and Uber Eats for prompt delivery to customers.
• Prepared the budget of the department and controlled the expenses for the home delivery service.
• Oversaw all logistics operations including supervising orders, arranging stock and managing distribution, while ensuring that the right order is delivered to the right location on time.
Customer Service
• Identified ways to grow customer base and increase store traffic by creating and leading promotions within and outside the store; maintained efficient & pleasant store environment and high-quality F&B offerings.
• Identified and troubleshot operational issues to maintain service and quality level of the store while ensuring minimum impact on customer service.
• Introduced new service standards to enhance customer delight; consistently ensured that customer feedback and concerns are addressed within a timely manner.

Operations Management
• Identified new site location for restaurant and managed all aspects of new restaurant launch from pre-opening to profitable operations, delivered superior food and beverage service and maximized the revenue.
• Developed annual operational budget and controlled expenses to surpass revenue goals; analyzed variances and initiated corrective actions to meet financial goals of the restaurant.
• Steered improvement initiatives with focus on streamlining & managing operations with proactive planning, introducing new concepts and steering changes.
• Maintained optimal level of sanitary procedures for all food handling, maintained neat and clean kitchen area, ensured optimal quality of all food preparation and compliance to all standards.
Sales, Marketing & Brand Management
• Worked with sales and marketing department to maximize promotional and sales opportunities; established marketing strategies that would create greater value and promote demand.
• Developed market knowledge and focused on building the brand with local customer base.
• Monitored local marketing activities and accordingly conducted various promotional activities in coordination with the marketing team to enhance the brand visibility and increase the footfall in the outlet.
Customer Service
• Developed and maintained healthy and productive business relations with customers, understood their requirements and accordingly delivered required services.
• Monitored, analyzed and identified the root cause of customer complaints and ensured superior customer experience by resolving customer inquiries and complaints in a timely and empathic manner.
• Consistently ensured that the customer receives the best and upmost quality of food and services standards.
Liaison and Coordination
• Selected best suppliers to work with to fit standards and built long-term relationships with them; ordered products and supplies for the restaurant and maintained inventory.
• Maintained coordination with Operation Managers, Area Managers, Restaurant Managers and Customer Care department to ensure prompt resolution of customer complaints.
• Liaised with cross-functional teams to identify areas for quality improvement; accordingly implemented new processes, procedures and conducted trainings to improve the quality.
Team/People Management
• Directed and supervised restaurant staff with the responsibility of hiring, training, discipline, communication, performance management, retention and administration while enforcing cleaning and safety standards.
• Focused on team building activities and building strong work ethics and team connection to encourage up selling meeting their targets.
• Administered performance of all service staff and provided feedback to improve productivity; rendered training to them and implemented innovative programs to increase employee loyalty.
• Ensured staff members are achieving desired service levels and taken corrective action, as needed.