Learning & Development Specialist
Bateel International
مجموع سنوات الخبرة :18 years, 4 أشهر
Role:
Leading operations of 5 no. of outlets across entire Dubai, inclusive of strategic planning, business development, sales, facility management, food & beverage, front office, restaurant operations, housekeeping, security management, administration, events & promotions and team leadership
Developing and executing Food & Beverage Operating Strategy and SOPs
Proactively identifying changes in demand in market and modifying strategies for achievement of annual revenue target of AED 70 Million; delivering services that are above and beyond for customer satisfaction & retention
Providing guidance and direction to subordinates, including setting of performance standards; organizing regular classroom & on-the-job trainings and conducting annual performance appraisals for all F&B Team members
Assessing the current state learning environment, evaluating current learning performance and creating implementing plans to close the gaps
Established KPI and implemented preventive and corrective actions to eliminate the root cause of quality issues
Lead the team to conduct internal audits compliance with HACCP & ISO. Management representative for HACCP & ISO Audits.
Tracking the return on investment (ROI) of all programs; controlling the costs and keeping the same within budgets
Implementing & managing the Learning Management System (LMS) and managing all administrative tasks on LMS portal including uploading content and continuous improvement & upgradation of courseware
Significant Accomplishments:
Successfully served as part of 2 pre-openings in Dubai International Hotel
Designed, developed and implemented trainings on following topics:
o Front Office, Housekeeping, F&B, New Joining Orientations
o Soft Skills (Complaint Handling, Training the Trainer, Leadership & Conflict Management, Talent Management, Coaching & Counseling, Customer Service, Communication Skills)
Re-designed the F&B SOP for different outlets
Improved staff performance by delivering soft skills trainings
Reduced staff turnover to 17% by developing new career development opportunities to staff and introducing new incentive programs
Successfully trained 650 people during last 1 year; improved performance of staff from avg. to good and good to excellent through training interventions
Maintained through-put yield of 100% for all training batches
Tracked the statutory training hours by developing and maintaining training related MIS for each candidate
Administered the process of training of coach buddies to train front-line staff, thereby controlling attrition
Handling food & beverage, banquet, conference & formal dining reservations and coordinating with guests for resolving their concerns / needs
Reporting the cost of breakage and weekly work schedules related to forecasted house, banquet and outlets occupancies; arranging the inventories and ensuring all the outlets, bars, banqueting and kitchens are supplied with necessary equipment
Facilities Management
Conducting hygiene inspections and conveying feedback to operating staff for any discrepancies found in standardized norms
Performing regular / physical check for inventories of food & bar supplies, assessing projected needs and ordering food & bar supplies for daily operations; controlling the entire mini-bar, linen, store operations, operations of uniform room, etc.
Customer Relationship Management
Ensuring customer satisfaction by achieving delivery of service quality norms by interacting with clients, handle guests requests & resolving complaints
Delivering high-value restaurant services to upscale clients for exalting their satisfaction levels
Team Management
Overseeing staff training, making duty rosters and setting objectives for entire team
Recruiting and conducting practical and theoretical training programs for the staff to enhance skills and motivational levels
Key Result Areas
Accountable for:
Controlling cost for the Food & Beverage Department
Ensuring the highest standards of service and achieving the monthly S.A.L.T (Satisfaction & Loyalty Tracking) targets
Maintaining liquor flash and cellar for the department
Creating SOP’s, training plan for the new starters and conducting monthly training program
Working with Head Chef to plan menu for dinner and events
Managing bar, restaurant, executive lounge & room service operations
Ordering beverage from the suppliers
Working with the Marketing Team and Food & Beverage Manager on promotions and marketing of the bar
Significant Accomplishments
Organized food festivals / events such as weddings and events for Football Clubs like Arsenal, Chelsea, Manchester City, Tottenham and Australian Football Team which resulted in generating revenue worth 800, 000 GBP in a year
Essayed a key role in implementing new initiatives such as rebranding of the restaurant & bar for openings and introducing of new standard of operations to existing set-ups
Instrumental in taking operational measures to improve the customer loyalty which resulted to improve our score by 16%
Enhanced revenue per cover by 27% through eliminating waste, updating the menu, promotional activities & offers and third party sales
Key Result Areas
Acted as a Shift In-charge for afternoon tea and dinner service
Served as a cost controller in the Food & Beverage Department
Rendered assistance to the managers in improving the SALT scores
Performed as the Departmental Trainer of the outlet
Developed the SOP of the department for staff and supervisors
Conducted staff Personal Development plan and Personal development review.
Key Result Areas
Managed the inventory of the operating equipment at the outlet
Imparted training to new joiners on bar menu, standards and flow of operations
Developed and maintained the daily sales report
Administered EDC Machines and Micro-Operating System
Key Result Areas
Served as a bar tender and managed the overall bar operations
Gathered the requisition of beverages of the outlet and served the food & beverages to the customers
Designed and maintained the daily bar sales report
Studied the duties and responsibilities of staff in all major departments i.e. (food & beverage service, front-office, kitchen, housekeeping). Assisted the staff in carrying out the day-to-day tasks.
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