Experience

HMSHost International

• Netherlands
• Hospitality
• 700 & Above Employee

• Senior Operations & Quality Manager

  • Aug 2021 - Present



Emirates Leisure Retail

• United Arab Emirates
• Hospitality
• 700 & Above Employee

• Operations Manager Costa Coffee

  • Nov 2015 - Apr 2021

  - Managing 29 stores in Dubai International Airport, DWC Airport, Sharjah Airport and Emirates Headquarters, representing 55% of total profit for Costa Coffee UAE. - Full responsibility for all operational, sales management and the delivery of business objectives. - Annual turnover of 150M AED, annual profit 45M AED - Improved Sales 33% vs PY; increased profit 20% vs PY and continued profit growth in second year by 25%, third year by 17% and fourth year by 11% - Consistently high customer satisfaction results measured by brand audits and customer surveys - Spot talent, coach and engage staff; developed 14 managers and 35 supervisors leading a multi-national team of 190 team members - Providing leadership through regular contact, area meetings, staff engagement and involvement, to achieve target team turnover and foster staff retention, rewarding performance - Developing and maintaining successions plans, agreeing SMART goals and oversee all recruitment, selection and assessment processes for staff - Ensuring implementation of all standards relating to people, product, service and systems, to meet Company standards and KPIs, through implementation of best practice processes and procedures - Continuously review and develop action plans to improve standards in hygiene, service and product to maintain high hygiene standards as defined in company policy and external HSE legislation - Oversee marketing and sales strategy, identifying and actioning new trading opportunities, planning to achieve targets, coaching teams to understand targets and link between sales and service - Preparing reports and presentations to evaluate business opportunities, analyze competitors regularly to enable educated decision making Show less



EAT.

• United Kingdom
• Retail
• 200 - 300 Employee

• • Apr 2011 - Oct 2015

  Regional responsibility for all the UK and Scotland stores, heading the biggest Area within the company including all the London Heathrow, Gatwick, Edinburgh and Glasgow Airport stores, responsible for all operational, sales management and the delivery of business objectives. Annual turnover £20MResponsibility:• In charge of the Area P&L.• Development of the area strategy.• Managing and coaching teams• Strategic Succession.• Engagement & Reward.• Short and long term planning.• Create, implement, analyse and execute new operational practices.Achievements:• Awarded 2 times Top Area in National Annual Brief • Developed a strategic plan to turn around the fast declining regional Scotland Area within a period of a quarter. Increased Like for like yearly sales growth to 15% and exceeded all profit margins.• Develop and trained 10 General Managers• Developed and trained 2 Group Managers.• Developed and trained 2 Area Managers.• Achieved high score on opinion survey across Company.• Achieved a 99% score across all Heathrow Airport stores on BAA Mystery Shopping program. Show less

• • Mar 2010 - Apr 2011

  In charge of eighteen stores located in the heart of London City with an annual turnover of £10m.Responsibilities• In charge of the Area P&L.• Development of the area strategy.• Managing and coaching teams• Strategic Succession.• Engagement & Reward.• Short and long term planning.• Create, implement, analyse and execute new operational practices.

• • Sep 2009 - Mar 2010

  Responsible for a group of 5 stores including Heathrow Terminal 3 and 5, Gatwick, Windsor and Oxford supervising over 100 employees and £7.2m sales turnover per year reporting to Head of Region. Evaluated areas to improve customer service and work efficiency to maximize opportunities and achieve company goals

• • Jan 2004 - Aug 2009

  Successfully opened and managed various stores in central London, also successfully opened and managed the two busiest sites at Heathrow Terminal 3 and 5.

• • 2000 - 2006



CAFFETTERIA BLUES

• Ancona, Italy

• Food and beverage Assistant Manager

  • 1996 - 2000