MBEMA YOUH FRANKLIN
Abu Dhabi,UAE
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work history
Visitor Services Manager
Louver Museum (Wow)
Abu Dhabi
12.2020 - Current
- Key Contributions
- Coordinate day to day operations and ensure flawless visitor experience in collaboration with visitors operation team
- Work in collaboration with other Duty Managers(DM) and report to visitor service manager
- Manage (VSA) visitors service agents team and oversee operations for the below area:
- Information desks (including membership and auditorium
- Information desk
- Access control areas
- Cloakroom
- Loan equipment desk temporary areas
- Temporary exhibition area
- Children's Museum
- Museum Galleries
- Other events space when activated and VSA are requested (Forum, Auditorium plaza etc...)
- Assist VS manager to create daily and monthly roster
- Monitor and report staff absenteeism to vs manager
- Liaise with HR for disciplinary actions-warning log to be updated and send on daily basis to VE ops team
- Responsible to issue daily, weekly and monthly report (refer to the list of attached)
- Deliver an accurate and comprehensive daily briefing to the visitor service agent (VSA) team and provide relevant updated information as and when needed on museum activities, private events, cultural programs, activations, promotions etc..
- Be knowledgeable on Louvre standard of operating procedures
- Be knowledgeable on Louvre product, activities, promotion, events
- Ensure Louvre standard operation procedures (SOP) are adhered to by VSA team and ensure those are well implemented
- Make recommendations to improve and /or update process and policies
- Report and escalate any incidents and issue in relation to visitor services operation to MAB VS Manager Louvre
- Ensure that all instructions given by Visitor operation team are cascaded down to the VSA team and maintain communications with entire staff for excellent collaboration
- Monitor and manage collateral stock level (Maps, marketing, Education & Cultural collateral).
F&B Assistant Manager
Abu Dhabi
01.2017 - 01.2020
- Charge (Caffeino), Maintain seamless flow of operations at workplace by scheduling and assigning job responsibilities and following-up on work results
- Preserve appropriate level of inventory for continuous service delivery while implementing security systems and measures to control merchandise loss
- Assess operating and financial statements for profitability ratios and develop advanced strategies and promotional plans to enhance profitability
- Ensure compliance with legal requirements to optimise and sustain the stability and reputation of the store
- Improve operational efficiency by developing, implementing, and coordinating effective policies and procedures
- Lead and collaborate with team members to achieve targeted goals and objectives
- Key Contributions:
- Achieved financial objectives by formulating an annual budget, monitoring expenses, minimising variances, and initiating corrective actions
- Cultivated enduring professional relations with potential and actual customers to identify and meet current and future service requirements
- Devised cost-effective pricing policies by supervising merchandising activities, defining additional needed sales promotions, approving clearance sales, and studying trends.
Food & Beverage Assistant Manager
Jones the Grocer
Abu Dhabi
01.2008 - 01.2017
- Directed food and beverage operations, managing quality control, budget, safety as well as recruitment and performance of 125 restaurant team members
- Trained qualified store staff while delivering training and mentorship to improve employees' skills
- Preserved a secure workplace for all employees by implementing health and safety protocols
- Gained and applied extensive knowledge and expertise by attending educational workshops, reviewing professional publications, creating personal networks, and participating in professional societies
- Key Contributions:
- Continually received enthusiastic compliments from guests, specifically for newly created entrées.
Volunteer Coordinator
FIFA World Cup
Rio de Janeiro, Brazil
05.2014 - 07.2014
Coordinator
WORLD
01.2010
Education
DIPLOMA - OPERATIONS MANAGEMENT
Diploma - Modern Project Management
Diploma - Business Management & Entrepreneurship
Diploma - Hospitality management studies
Diploma - Human Resources
Skills
- Staff Management
- Search Engine Optimization
- Strategic planning
- Financial Management
- Safety briefings
- Special needs assistance
- Outdoor activities expert
- Accurate headcounts
- Meeting location coordination
- [Location] expertise
- Itinerary coordination
- Business administration
Accomplishments
- Duty Manager
- 15+ years of working experience in customer service industry
- Dedicated, goal-driven sales professional with a deep technical understanding and ability to identify and maintain strategic relationships with clients to achieve company-wide goals and objectives
- Vision
- Areas of expertise include:
- Operations Management
- Purchasing & Inventory Control
- Retail Sales & Marketing
- Cost Containment & Reduction
- Strategy Development & Implementation
- Procurement
- Visitors Service Excellence
- Guests, Staff, & Supplier Relationships
- Budgeting & Forecasting
- Team Leadership & Development
- Recruitment of Candidates
- Human Resources
Languages
English
Native
French
Fluent
Additional Information
Professional Development
Essential Managerial Skills, | Intermediate Food Hygiene, | Becoming Leader, | Sales Excellence | Sales Essentials | Handling Guest Complaints |Guest Courtesy Workshop | Telephone Manners Training
Timeline
Visitor Services Manager
Louver Museum (Wow)
12.2020 - Current
F&B Assistant Manager
Abu Dhabi
01.2017 - 01.2020
Volunteer Coordinator
FIFA World Cup
05.2014 - 07.2014
Coordinator
WORLD
01.2010
Food & Beverage Assistant Manager
Jones the Grocer
01.2008 - 01.2017
DIPLOMA - OPERATIONS MANAGEMENT
Diploma - Modern Project Management
Diploma - Business Management & Entrepreneurship
Diploma - Hospitality management studies
Diploma - Human Resources
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