Mary Jane Senado
Dubai,UAE
Summary
Experienced Multi Outlet Manager with strength in delivering high and consistent standards of customer service. Demonstrates strong skills in evaluating employee performance, providing training and guidance to leverage customer satisfaction. Brings natural flair for hospitality.
Motivated Manager with 15 years of experience, recognized for assessing operational needs and developing solutions to save costs, improve revenues and drive customer satisfaction. Resourceful and well-organized with excellent leadership and team-building record.
Overview
13
13
years of professional experience
Work history
Multi Outlet Manager
Radisson Blu Dubai Media City
Dubai, United Arab Emirates
09.2023 - Current
- Managed 6 outlets daily by establishing standard operating procedure (SOP's) for all aspect of business.
- Optimized profits by controlling food, beverage and labor costs daily.
- Monitored service periods and realigned team positions to provide optimal coverage to meet customer demands.
- Minimized loss and misuse of equipment through proper supervision and staff training.
- Estimated supply requirements based on historical needs and projected business levels.
- Developed and maintained staff to provide hospitable, professional service while adhering to policies and business initiatives.
- Trained Front of House (FOH) staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
- Performed restaurant walk-through to gauge timeliness and excellent service quality.
- Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
- Guaranteed compliance with food safety procedures and quality control guidelines.
- Trained workers in every position, including food preparation, money handling and cleaning roles.
- Regularly updated computer systems with new pricing and daily food specials.
- Conducted daily pre-shift and weekly departmental meetings to maximise organisational efficiency.
- Demonstrated leadership with hands-on approach in completing daily tasks and motivating team through pre-shift briefs.
- Designed table settings to be aesthetically pleasing and comfortable for guests, upholding restaurant's customer service standards.
- Implemented brand values and standards through friendly customer service to create memorable dining experiences.
- Maintained overall knowledge of functionality in every department to facilitate assistance when needed.
- Managed rotas to cover high service level periods and avoid service delays.
Outlet Café Manager
Al Maha Arjaan by Rotana
Abu Dhabi, UAE
02.2023 - 09.2023
- Managing day to day operation of Cafe hiring and on-boarding new wait staff and baristas.
- Training employees on drinks preparations and proper use of coffee equipment
- Coordinate with vendors and suppliers for take away cups, and other general supplies
- Maintain updated records of daily, weekly, and monthly revenues and expenses
- Work with Chef to add new menu items based on seasonality and customers preferences
- Advise staff on best ways to resolve issues with guest and deliver excellent customer service
- Nurture friendly relationships with customers to increase loyalty and boost company's reputation
- Ensuring compliance to sanitation, health and safety legislation and organizational and quality requirements and working policies and procedures
- Meets restaurant financial objectives by forecasting requirements; preparing annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Work closely with customers to answer questions and listen to complaints regarding food quality and customer service before working to resolve complaints promptly
- Collaborated with kitchen teams to create exciting, innovative seasonal menus, showcasing local produce.
- Enabled outstanding front-of-house service, recruiting and training high-performing baristas and waiting staff.
Lounge & Bar Manager
Anantara Hotel & Resorts
Dubai, UAE
07.2021 - 11.2022
- Directs and organize activities of bar and lounge to maintain high standards of beverages quality service and marketing to maximize profits through outstanding customer service and ensuring guest satisfaction
- Monthly planning for food and beverage promotions that attracts local market in on and off season Understanding business profit and loss
- Trains and coaches team members to ensure that established cultural, core standards and all standard operating procedures are met
- Possess excellent forecasting and budgeting to meet target Visible in operation, provide recognition, promote good public relations, and handle special requests for guests
- Engaged in guests' interaction in sensitive and appropriate manner; anticipates guest needs and ascertains satisfaction; takes ownership of guest concerns and requests and acts decisively to ensure guest satisfaction when glitches occur
- Ensures work area is ready for service with pre- and post-service checks completed; assists in preparation of mis-en place
- Directs colleagues and takes responsibility for quality and sequence of service in his/her work area; takes orders for, serves (where applicable, prepares) food and beverages to guests as per hotel standards in friendly, timely and efficient
- Overseeing inventory including food and beverages, supplies and others to sustain profit and lost
- Making sure business complies with health, food and beverages by country law Preparing weekly and monthly promotions and strategy meeting to generate loss of certain off-season.
- Developed and maintained staff to provide hospitable, professional service while adhering to policies and business initiatives.
Outlet Assistant Manager
Al Baleed Resorts & Spa by Anantara
Salalah, Oman
03.2019 - 06.2021
- Meets restaurant financial objectives by forecasting requirements; preparing annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Plans menus by consulting with chefs; estimates food costs and profits; adjusts menus
- Controls costs by reviewing portion control and quantities of preparation; minimizing waste; ensuring high quality of preparation
- Avoids legal challenges by conforming to regulations of alcoholic beverage commission
- Maximizes bar profitability by ensuring portion control; monitoring accuracy of charges
- Publicizes restaurant by designing and placing advertisements; inviting food editors to review restaurant
- Contacting local, regional, and national magazines with feature ideas; encouraging local businesses to hold social events at restaurant
- Maintains safe, secure, and healthy environment by establishing, following, and enforcing sanitation standards and procedures; complying with legal regulations; securing revenues; maintaining security and sprinkler systems; maintaining parking lot and walkways
- Maintains ambiance by controlling lighting, background music, linen service, glassware, dinnerware, and utensil quality and placement; monitoring food presentation and service.
- Employed outstanding communication and relationship-building abilities to lead by example in providing first-class customer care.
Floor Manager
Japanese Restaurant
Doha, Qatar
09.2017 - 01.2018
- Ensuring that all food safety procedures are followed according to Qatar labour law, including ensuring that food is stored at in proper temperatures, checking expiration dates on food items, and ensuring that food is washed before being served
- Training servers in proper customer service techniques, such as greeting customers, recommending menu selections, describing specials, and informing 86 items
- Overseeing all aspects of dining experience, including setting up reservations, seating guests, checking IDs, and ensuring that guests have positive experience
- Ensuring that restaurant follows all local health codes and regulations regarding food preparation, storage, and handling Managing restaurant staff, including hiring and firing personnel, conducting performance evaluations, and addressing any issues with staff members
- Coordinating meals with kitchen staff to ensure that food is ready when needed Maintaining order in dining area by monitoring volume of customers to ensure that wait times are reasonable
- Determining staffing needs based on sales volume, special events, holidays, etc and hiring accordingly.
- Monitoring and maintaining inventory levels of food and supplies to ensure adequate supply level
- Introduced new products to provide fresh options and complement existing selections.
- Maintained excellent customer satisfaction by assisting them with enquiries, issues and complaints in timely manner.
Outlet Assistant Manager
Italian Restaurant, Grand Hyatt Hotel
Muscat, Oman
09.2016 - 09.2017
- Assisting OM in every aspect of outlet activities managing restaurant staff's work schedules
- Overseeing staff performance if service and safety standards are met Conducting regular inspections of restaurant kitchen to determine whether proper standards of hygiene and sanitation are maintained
- Overseeing food preparation, presentation, and storage to ensure compliance with food health and safety regulations
- Checking in on dining customers to enquire about food quality and service
- Monitoring inventory and ensuring that all food supplies and other restaurant essentials are adequately stocked
- Monitoring restaurant's cash flow and settling outstanding bills reviewing customer surveys to develop and implement ways to improve customer service
- Resolving customer's complaint in professional manners control costs of food and beverage and identify measures to cut waste, generate and present financial reports
- Trained and helped less experienced staff manage workloads and assignments, facilitating fulfilment of organizational objectives.
Assistant Manager
All Day Dining Restaurant, Grand Hyatt Hotel
Muscat, Oman
09.2014 - 09.2016
- Worked collaboratively with Manager to achieve monthly budget of outlet
- Take full responsibility of restaurant in absence of Manager. Organize restaurant team: tasks, information, meetings and schedules controlled inventory by creating excel spreadsheet for better monitoring of all beverage
- Effectively lead and motivate employees through implementation of training and incentive plans resulting in increased productivity levels and employee satisfaction
- Ensure all employees reach their full potential through constant evaluation, coaching and training
- Monitor customer service level, ensure guests satisfaction through checking constantly and handle guests complaints and request professionally and promptly
- Assisting Restaurant Manager in interviewing, selecting, and training, supervising, counselling and disciplining entire staff member supervising floor during meal periods to ensure that all standards and sequence of service are met through all guest interactions
- Ensuring that checklist, requisitions and proper opening and closing functions are being completed each shift Communicate effectively, both verbally and in writing to provide clear direction to all TM.
- Supervised and delegated tasks to employees to meet key productivity targets.
Assistant Executive Lounge Manager
Grand Hyatt Muscat
Muscat, Oman
05.2012 - 01.2014
- Manage performance of executive lounge at hotel
- Deliver highest quality and brand service standards to consistently meet and exceed executive guest and VIP expectation
- Handle enquiries and complaints, promptly and efficiently
- Ensure that all guest supplies and amenities are offered and replenished to required standards
- Manage team that is current with all hotel services as well as VIP requests and special events and that demonstrate knowledge of external locations, attractions and landmarks in vicinity
- Ensure team projects professional manner with emphasis on hospitality and guest service
- Ensure team complies with hotel security, fire regulations and all health and safety legislation Executive tasks as instructed by Executive Operational Director
- Serve your role and team in environmentally-conscience manner
- Maintain regular communication with staff and management through meetings and discussions.
- Selected and mentored senior staff, creating successful leadership team.
Education
Some College (No Degree) - BS Accountancy
University of Luzon Colleges
Dagupan City06.2000
High School Diploma - Culinary
Estanza National High School
Pangasinan2000
Skills
- Menu planning
- Labour and food cost control
- Payroll and scheduling
- Customer service best practices
- Operations management
- Staff performance evaluations
- Sales performance monitoring
- Full service restaurant background
- Staff development and mentoring
- Financial reporting
Languages
English
Fluent
Arabic
Intermediate
Spanish
Intermediate
References
References available upon request.
Timeline
Multi Outlet Manager
Radisson Blu Dubai Media City
09.2023 - Current
Outlet Café Manager
Al Maha Arjaan by Rotana
02.2023 - 09.2023
Lounge & Bar Manager
Anantara Hotel & Resorts
07.2021 - 11.2022
Outlet Assistant Manager
Al Baleed Resorts & Spa by Anantara
03.2019 - 06.2021
Floor Manager
Japanese Restaurant
09.2017 - 01.2018
Outlet Assistant Manager
Italian Restaurant, Grand Hyatt Hotel
09.2016 - 09.2017
Assistant Manager
All Day Dining Restaurant, Grand Hyatt Hotel
09.2014 - 09.2016
Assistant Executive Lounge Manager
Grand Hyatt Muscat
05.2012 - 01.2014
Some College (No Degree) - BS Accountancy
University of Luzon Colleges
High School Diploma - Culinary
Estanza National High School
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