Senior Manager
M. H. Alshaya Company
مجموع سنوات الخبرة :16 years, 2 أشهر
Senior Manager on Duty responsible for Staff Management, Customer Service, Stock Control, Training and Development, Administrative Support, Self Development, Staff Scheduling, Bar Management, Bakery Management, Overseeing the entire Operation
• Creating SOP’s in line with company standards and to create positive brand awareness
• Creating, implementing and conducting induction programs for new joiners & being actively involved in the welcoming and welfare of new joiners
• Identifying & conducting training and development needs within the organisation through job analysis, appraisal schemes, service audits and consultation with area & café managers
• Designing and expanding training and development programs based on the needs of the organisation and the individual by conducting regular assessments and appraisals
• Working in a team to produce programs that are effective to all relevant parties in the organisation & to developed effective induction programs and devising individual learning plans
• Producing training materials for in-house courses & managing the delivery of training & development programs
• Ensuring that statutory training requirements are met
• Evaluating training and development programs & amending and revising as necessary
• Researching new technologies and methodologies in workplace learning and presenting & implementing this research
• Assist Store Manager in reporting to ensure smooth operation
• Cash up Report in the Close of Business in collaboration with SM
• Ensuring immaculate presentation of café staff and café service areas at all times.
• Monitoring cleaning rosters, checklists and procedures and ensure completion.
• Ensure all café staff represents the Jones the grocer brand to the highest level of professionalism.
• Monitor and manage food/coffee quality.
• Maintain hygienic & cleaning standards
• Maintain mise en place, napkins, sugars etc. and ensure replacements as required.
• Monitor and enforce standards of customer service, presentation and menu/product knowledge.
• Assure the GSI (Guest satisfaction index) minimum of 15 per day
• Staff training as per company standards and guidelines.
• Ensure service steps and standards are in place and being adhered to.
• Review monthly and weekly reports and game plan with SM, Chefs to rectify any deficiencies
• Be totally customer focused and driven; assure high level of customer satisfaction
• Attend to every guest’s special requirements e.g. special menus, large groups, party planning, etc.
• Communicate with guests and receive feedback
• Ensure smooth functioning of the restaurant in all aspects including the staff meals
• Build efficient teams by taking interest in staff welfare
• Check staff punctuality.
• Ensure visual merchandising is in line with expectation
• Supervisor, monitor daily takings and reconciliations
Generally assist the store manager in all operations related to the business
• Maintaining a high level of customer satisfaction at all times
• Maintaining dining room order of service according to the restaurant’s quality and service standards
• Safety and cleanliness of front of house staff, customer areas and areas surrounding restaurant, ensuring all cleaning and maintenance schedules are complied with.
• Recruit and induct floor and bar staff (ensuring adequate skilled staff levels are maintained at all times)
• Organising the roster to ensures all shifts deliver high service standards
• Covering extra shifts as required, in the case of staff shortages, to ensure service standards are maintained
• Increasing sales at all opportunities through customer service staff practicing up selling and cross selling
• Ongoing product knowledge and sales training to maximize sales and increase average spend
• Creating a harmonious team orientated environment amongst all staff within the restaurant
• Assist in the planning for future development of facilities and service improvements
• Ensuring that the most suitably qualified person is appointed in the event of your vacancy. This includes a smooth succession of transfer - wherever possible this should be an internal promotion.
• Ensuring disciplinary action is taken for breaches of company regulations.
• Maintaining high standards of morale and personal appearance of all staff.
• The monitoring and achievement of all restaurant KPA’s
• To liaise with guests
• Maintain a high level of service to all customers at all times
• Meet, greet, seat and farewell customers at the restaurant
• Take orders, serve food and beverages and clear tables
• Ensure beverages are served to a consistent quality standard
• Ensure that the restaurant remains in an impeccable state
• Ensure all tasks for setting up, serving and closing are all done correctly
• Supervise the accurate taking, setting up and confirmation of bookings
• Ensure the safety of staff and patrons during service and after leaving
• Ensure Responsible Service of Alcohol policies are implemented and maintained
• Maintain hygienic food handling practices and cleanliness of all waiting, bar and function staff
• Communicate any stock shortages to the General manager in a timely manner
• Support the Head Chef in maintaining a harmonious environment between kitchen and floor
• Communicate with the General manager regarding any problems or changes needed with service
• Handle complaints according to guidelines and so that it leaves customers satisfied and impressed
• Interview and select floor staff
• Induct and orientate floor staff
• Conduct performance reviews of all floor/bar and function staff at least 4 times yearly
• Promote the restaurant and functions to potential clients
• Maintain equipment in good working order organizing repairs or improvements needed for greater efficiency
• Assist in the development and review of systems and procedures
• To ensure effective communication by attending meetings as required and holding staff meetings on a regular basis to impart information
• To hold regular On-the-Job training sessions to ensure that staff can perform their duties correctly
• To maintain a high degree of interest in self-development, displaying this by making suggestions for realistic improvements.
• Report regularly on the above activities to the General manager
BUSINESS ACTIVITIES:
• Taking responsibility for the business performance of the restaurant and upholding the brand image.
• Analyzing and planning restaurant sales levels and profitability. Conduct regular on-the-job training sessions to ensure that staff perform their duties as per their KPA’s
• Organizing marketing activities, such as promotional events and discount schemes.
• Preparing reports at the end of the shift/week, including staff control, food control and sales.
• Creating and executing plans for department sales, profit and staff development.
• Setting budgets and/or agreeing them with senior management.
FRONT OF HOUSE:
• Coordinating the entire operation of the restaurant during scheduled shifts.
• Managing staff and providing them with feedback.
• Responding to customer complaints.
• Ensuring that all employees adhere to the company’s uniform standards.
• Meeting and greeting customers and organizing table reservations.
• Advising customers on menu and wine choice.
• Recruiting, training and motivating staff.
• Organizing and supervising the shifts of kitchen, waiting and cleaning staff
HOUSEKEEPING:
• Maintaining high standards of quality control, hygiene, and health and safety.
• Checking stock levels and ordering supplies.
• Preparing cash drawers and providing petty cash as required.
• Helping in any area of the restaurant when circumstances dictate
• Stock Taking.
• Stock Ordering
• Shift Management
• Cash Management
• Deployment Plans
• Floor Management
• Diary management for directors, scheduling of appointments and arranging refreshments
• Typing documents on Excel, MS Word and PowerPoint
• Attending weekly meetings and taking minutes as well as compiling minutes for distribution thereafter to all involved in the meetings
• Handling all incoming and outgoing calls.
• Canvassing of new clients and Promoting new products.
• Ensuring the promotional stock was always on hand.
• Promotional Stocktaking on a weekly basis.
• Receiving new promotional stock and distributing according the requirements.
• Compiled a spreadsheet on Excel with stock which was delivered and what had been issued for reconciliation purposes.
• Oversee all Sales of medical equipment.
• Organised Product Quotations and product launches.
• Responsible for Events Management and co-coordinating.
• Ensured all presentations for new products were done correctly.
• Responsible for Guest Relations.
• Liaised with overseas markets in China, India, Germany and America regarding new market products.
• Placed the orders with China, India, Germany and America and organizing the importation of the products.
• Responded to all incoming and outgoing correspondence.
• From a financial perspective I was responsible for compiling data on Spreadsheets for meetings.
• Invoicing clients.
• Issuing statement as well as Debtors and Creditors.
Distinction: Computer Practice N4 Port Elizabeth College Best Academic Student Award for the Year 2009 Port Elizabeth College Distinction: Applied Management N6 Port Elizabeth College Distinction: Catering Theory & Practical N5 Port Elizabeth College Distinction: Food & Beverage Management N5 Port Elizabeth College Best Academic Student for 2008 Port Elizabeth College Best Business Plan Student 2008 Port Elizabeth College Distinction: Business Management N5 Port Elizabeth College Distinction: Applied Management N4 Port Elizabeth College Distinction: Nutrition & Menu Planning N4 Port Elizabeth College Distinction: Catering Theory & Practical N4 Port Elizabeth College Top All Round Student 2007 Port Elizabeth College Class Leader 1993 - 1997 Gelvandale Senior Secondary School