Head of Operations
Business Trading Company
Total years of experience :23 years, 4 Months
Overall responsibility for the launch of the hospitality division, profitability and day-to-day operations. Provide strategic direction, leadership and transition of the business plan from the pre-opening phase to operations. Translate the strategic business plan into well-defined operational plan to meet business objectives. Define & implement suitable performance management metrics & reporting structures to monitor performance. Set the budget and execute the annual, medium-term & long-term plans for the company different business lines. Own P&L for different business lines and drive cost optimization. Responsible for the operations; setting & ensuring standards are implemented. Plan and build the infrastructure, resources, leadership & processes for delivery of the annual business plan. Talent acquisition, nurturing, mentoring & retention of staff. Accountability for compliance and risk Management including setting up processes & reporting. Overseeing the roll out of new stores across the countries as well as optimizing the performance of current stores. Full accountability for Project design, tender, creation of new brands, fit-out and procurement, Feasibility study and due diligence on potential F&B company acquisitions in the UAE, Qatar and Oman. Set-up effective supply chain management, key strategic partnerships, key accounts and multi distribution channels.Manage and deal with franchise requirements and processes, new promotional launches, secure new location, set the new opening requirement from project management, financial requirements, recruitments and operational standards.
Upper Casual: Ebru one outlet (Contemporary Turkish Steak House), Tuile Café 3 outlets (Contemporary Desert and Breakfast), Brioche Doree 2 outlets (French Bistro Franchise), Kashta Restaurants 3 outlets (Contemporary Khaliji Cuisine and Pastries). Pho Room 3 outlets (Vietnamese), Evviva one outlet (Italian), Spice Republic one outlet (Indian), Wrap It 4 outlet (Fresh Wraps), Stack Burgers 3 outlet (Sliders and Burgers), Jar Restaurant One Outlet (contemporary international cuisine), Rice To Riches one outlet (Rice creamery), Soho Coffee house 1 Outlet.
Manage and deal with franchise requirements and processes, new promotional launches, secure new location, set the new opening requirement from project management, financial requirements, recruitment and operational standards. Responsible for overseeing the day-to-day operations of multiple outlets and supports the General Manager in the developmental and financial success of the assigned outlets. Directs the collection of data and preparation of divisions consolidated reports in order to ensure the provision of reliable inventory, cost control and financial data to support F&B Management’s decision making. Achieves financial and operational objectives by anticipating requirements, submitting information for premises' budget, scheduling expenditures, analyzing financial reports, managing quality and cost control. Develops, implements and improves all processes and procedures to continuously improve the effectiveness and efficiency of the department. Development of Food & Beverage menus, point of sale systems, service procedures and standards of operation development, assessment and revision. Recruits, trains, motivates and evaluates the team to ensure that the department has the necessary skill base and that staff are optimally motivated and enabled to maximize their potential and contribution to the company. In coordination with General Manager following up and supervising new F&B developments (documentation/action plan/processes) and in identifying areas for development in terms of financial performance and HACCP requirements. Prepares the annual budget and business plan of the department. Reporting directly to General Manager.
Fournil de Pierre French Restaurant 5 Outlets, Nar Lounge and Restaurant 3 Outlets, Il Café De Roma 3 Outlets, & Juice Central.
Responsible for overseeing the day-to-day operations of multiple outlets and supports the General Manager in the developmental and financial success of the assigned outlets.
Determines annual unit and gross-profit plans by implementing marketing strategies; analyzing trends and results. Establishes sales objectives by forecasting and developing annual sales quotas for regions and territories; projecting expected sales volume and profit for existing and new products. Implements national sales programs by developing field sales action plans. Maintains sales volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors. Establishes and adjusts selling prices by monitoring costs, competition, and supply and demand. Completes national sales operational requirements by scheduling and assigning employees; following up on work results. Maintains national sales staff by recruiting, selecting, orienting, and training employees. Maintains national sales staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. Contributes to team effort by accomplishing related results as needed. Plan, develop and direct marketing efforts for Nestle waters brand, Create strategies to take advantage of market opportunities Conceptualize strategic initiatives and implement details of a campaign, Execute strategies with cross-functional teams and Manage external marketing partners such as advertising agencies, digital marketing firms and production companies, Supervise brand content Manage access to brand assets Develop brand standards and usage guidelines Assist integration of campaigns with brand consistency Track consumer and market insights by reviewing metrics such as sales volume, market share, profit projections, pricing and distribution, and by conducting consumer research Analyze sales data to update a brand or category portfolio, determine new products and delete under performing products Work closely with departments such as manufacturing and R&D to consult on package and product. Reporting to CEO.
Contribute to the development of a competitive, diverse and well merchandised premium-quality range of food products. Manage and develop food & beverage support programs, enriched vendors’ relationships and partners’ (baristas and staff) learning in order to achieve sales targets and company profits for more than 200 stores. Set the F&B strategy and articulated the AOP and implementation process.Liaised with other MBU’s in order to share best practices and stay up to date with new trends and food innovation. Partnered with Supply Chain to source local suppliers capable of producing products that replicate taste profiles of core recipes developed for MENA as well as additional locally relevant products that compliment the core range. Partnered with local operations teams to drive sales and increase profitability margins, visual display, store range and wastage.Responsible for signing off all local details on food packaging such as price and ingredient info to comply with local legislation and for sourcing, ordering local market label and POS material. Partnered with line manager to lead the development of product ranges for localized markets that achieves company sales and profit targets as well as deliver brand fit, innovation, quality and customer satisfaction. Tracked market and competitors activity in local markets to build successful strategies. Developed training material to support baristas in their understanding of the food offering in the local market.
Planned for training and development of Barista, Shift Supervisor, Assistant Store Manager, Store Manager, Management Coach Mentor and District Manager roles. Initiated training programs relevant to local needs and recommended programs and tools that may facilitate ongoing process improvements. Administered the monthly, quarterly and yearly calendar of activities for ongoing training and development of partners (baristas and staff) across the market in collaboration with Operations. Consulted with Operations Teams to develop the required amount of Coaches for all developmental levels. Evaluated the effectiveness of delivery of in store and classroom training programs.Facilitated leadership workshops for Store Managers and Management Coach Mentors. Responded to a variety of requests from Stores partners, Operations Management partners and other departments with regards to training and development and liaised with head office where appropriate. Acted as consultant in succession planning for all store partners with Area Managers and Operations Manager. Recommended appropriate training to Area Managers and Operations Managers for their teams based on partner proficiency. Recognized top performers in store and classroom training and drives development accordingly.
Oversee the efficiency and profitability operations of 7 Starbucks stores. Lead and empowered store staff to ensure that the Starbucks ‘service experience’ is consistently provided for customers through quality store practices and operations. Provided the Starbucks ‘service experience’ consistently for all customers, and ensured that they received quality products. Effectively communicate all products information; company policies, store operating standards and procedures, and guaranteed they are understood and maintained by all employees and partners (where appropriate). Ensured stores appearance and equipment are maintained to the highest possible standards, and followed safety and security guidelines to create and maintain the safest environment possible for employees and customers. Organized work throughout the managers to deliver rapidly efficient customer service and operations. Maximized store profitability by seeking opportunities to increase sales, managing inventory effectively, and controlling materials & staff costs. Full accountability for the store’s financial contribution, producing daily, weekly and quarterly financial reports. Trained and developed partners to Starbucks customer service standards, operating standards. Held high expectations and encouraged full participation of managers in creating store goals & developing plans. Resolved employees’ complaints and concerns. Provided ongoing performance feedback, carried out formal performance reviewed and recommended salary review.
