Customer Service Manager

ARMAND KUKE

Mob: +971-**-***-**** E-Mail: **********@*****.***

Current Address: Flat 341 Jumeira Village Circle Season's Community Block

B Dubai UAE

Restaurant Management Profit Optimization F & B Management Quality

Control

Professional Profile

< Results-driven and entrepreneurial-minded Restaurant Manager with high-

calibre general management qualifications and successes in starting,

building, growing and improving the profitability, performance and value

of companies.

< Significant experience in all the areas of restaurant strategy vision and

operational leadership, strategic planning, food & beverages operations,

menu planning, work delegation, business development and quality control.

< Skilled in talent assessment by recruiting, training and inculcating best

industry standards to form a formidable team. Hands on experience in

developing procedures, service standards and operational policies,

planning & implementing effective control measures to reduce running

costs of the unit

< Armed with superior leadership skills, staff development and motivation,

customer service, communication and decision - making skills. Adept at

planning and marketing the business as well as managing budgets,

financial plans and controlling expenditures.

< Excellent interpersonal, analytical & negotiation skills with proven

track record of delivering quality results. An effective communicator &

team leader combined with flexible & detail oriented attitude. Detail

oriented with the ability to handle multiple functions and activities in

a high pressure environment

Key Skills

Professional Contour

Jan 2013 onwards: MC Donald's - Dubai United Arab Emirates as Store

Manager

Growth Path:

Store Manager Jan 2013 onwards

1st and 2nd Assistant Manager Nov 2010 - Dec 2012

Manager Trainee Mar 2010 - Nov 2010

Detailed Key Roles:

< Engaging in the effective and efficient management of the restaurant,

including food services and programs, sales & marketing and others.

< Aligning organization mission among all key staff of serving quality food

and high class service to ensure customer satisfaction, repeat business

and word of mouth marketing.

< Managing outlet inventory related to operating equipment, guest supplies

and restaurant accessories. implementing production, productivity,

quality, and customer-service standards

< Reviewing the monthly profit and loss statement for the outlet and

implementing the approved budget, monitoring revenue and costs on a daily

basis and assist in taking corrective action

< Ensuring compliance to organizational procedures in implementation of

various promotional schemes from F&B perspective.

< Maintaining safe, secure, and healthy environment by establishing,

following and enforcing sanitation standards and procedures.

< Recruit, motivate, monitor and line manage staff in a positive and

empowering style. Monitoring performance of team members and conducting

need based training sessions aligned to business requirements

< Developing and cascading the organization's strategy/mission statement to

all staff, and implementing appropriate rewards/recognition &

coaching/corrective practices to align personnel with company goals.

< Ensuring the restaurant meets its financial objectives by forecasting

requirements; analyzing variances; initiating corrective actions.

< Maintaining updated logbook to record comments, complaints, sales

information, revenue and other unusual occurrences including accurate

employee attendance and payroll records

< Ensuring that all guest related issues are resolved in a manner

consistent with the company's goals and objectives and provide high-class

quality related to food, up-keep, staff courtesy etc.

Achievements & Noteworthy Contributions:

< Dealt with customer complaints tactfully that saw both the customer and

the restaurant in a win-win situation and bringing the customer back for

more business.

< Developed a habit of interacting with all guests, take their detailed

feedback and genuinely take interest in application of their suggestions

and recommendations

< Continuously rated significant of the last Performance Development System

from 2010 to 2014

< Successfully complete the Restaurant Leadership practices course from

Hamburger University November 2012

< Achieved 100% results on Mystery Shopper Program for the past two years,

January 2014

< Achieved 94% in the Human Resource Audits initial plus follow-up,

February 2014 and July 2014

Preceding Assignments

May 2002 -Sep 2009: Schwarzkopf-Professional Tirana, Albania as Marketing

Manager

Certifications

< 2013 Restaurant Leadership Practices, Mc Donald's UAE

< 2012 PIC CERTIFICATE (FOOD SAFETY) Approved from Dubai Municipality

< 2011 Management Practices,MC Donald's UAE, Advanced Shift

Management, MC Donald's UAE

< 2010 Basic Shift Management, MC Donald's UAE

< 2009 Computer Finance 5 Certificate Infosoft, Albania

< 2004 Certificate in Microsoft Office Infosoft, Albania

Academia

Master of Business Administration, May 2014 - ongoing

Bachelor (BSC/BA) GPA Teacher of German Language

Xhuvani University Elbasan, Albania, 2002 to 2005

IT Skills

Proficient in MS Office, email and electronic calendar (Outlook) and

excellent keyboarding skills

Personal Details

Date of Birth: 5th September 1981

Linguistic Knowledge: English, Albanian

Nationality: Albania

Driving License: Valid UAE

Visa: Residence Visa

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