Manager Customer Service

acxg3q@r.postjobfree.com +971*********

Key Skills

Mall / Property Management

Operations Management

P&L Management

Inventory / Vendor Management

Customer Service Excellence

Budgeting & Forecasting

Scheduling & Payroll Management

Teambuilding / Training / Supervision

Profile Summary

Result & client driven professional leveraging 23 years of multi-cultural experience in entire gamut of Mall Management, Retail and F&B Operations. Currently associated with Bu Eisa Investment International Co., LCC, Dubai as GM Mall and Real Estate. Incisive acumen in driving daily leasing activities to meet occupancy targets with proficiency in all facets of operation including sales and revenue maximization, cost control, and employee staffing & development. Expertise in organizing complex mall projects, defining project priorities and delegating tasks, while creating a disciplined culture. Successfully spearheading periodical maintenance of contracts; ensuring tenant mix and stability within the mall and conducting monthly meetings with tenants’ representatives to evaluate operations and sales. Exhibited a high level of personal flexibility and resilience during periods of organizational ambiguity.

Education

PG EMBA Diploma in Retail Management and Operations from IIBM, Meerut, India in 2011

Basic Wines and Spirit Course from European Education and Wine Trust, U.K. in 1994

Diploma in Hotel Management, Catering Technology and Applied Nutrition from National Council, New Delhi in 1992

Career Timeline Soft Skills

Notable Accomplishments

Integral at establishing 10 mil property in Warkworth with yearly business of 6 mil

Acted as key member in the launch of Eternity Mall, India (15 mil) and Nanded Treasure Bazaar, India (20 Mil)and Afra Mall, Khartoum Sudan

Successfully designed operational manuals for Duty Managers and Banquets Managers and staff & training manual for supervisory staff

Recognized for rolling out new selling techniques for Wines, Food and Vineyard at Ascension Vineyard New Zealand, thereby increasing the profit margin and achieving target of 4-5 million dollars

Nominated as Employee of the Year & Employee of the Month twice at Rydges and Carlton Hotel

Acknowledged with Lamb and Beef Award, 4 times at Vineyard, including restaurant of 150pax

Striving towards launch of new mall at various locations in association with EWDPL Venture, Indore

Work Experience

Since Jan’16 with Bu Eisa Investment International Co., LCC, Dubai

General Manager-Mall Management, Retail, F&B and New Investment

Nov’12-Dec’15 with Khartoum, Sudan as General Manager-Mall-Team 129. Size of mall 4.6lac sqft. On Deputation from Dubai company on project to start the mall.

Previous Experience

Industrial Training

Key Result Areas:

Formulating annual business plan and income budget for the mall; leasing strategy, tenant-mix & sales program, including ways and means for enhancing image

Implementing sales promotion plans & new store concepts to generate sales for achievement of targets

Coordinating the in-store promotional activities for new releases & special products

Monitoring in-house maintenance, housekeeping, security & project department to ensure that the mall functions smoothly and that tenant’s requirements are met

Developing & maintaining a long term professional & beneficial relationship with all existing retail groups and tenants to ensure continued and future business from this sector

Reviewing & finalizing monthly payroll and indemnity statements

Recruiting, mentoring & training employees to ensure the sales and operational efficiency

Budgeting and planning the funds for procurement of materials, ensuring optimum utilization of materials, maximum cost savings with attainment of anticipatory orders

Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms

Driving, pre-launch & launch of mall, optimal customer satisfaction, associate productivity and P&L results

Formulating strategy to exceed revenue budgets and increase footfalls & brand loyalty

Nov’09-Oct’12 with Treasure Bazaar Mall, Nanded as General Manager -Team 150. Size of mall 4.5 lac sqft.

Develop a strategic business plan (SBP) for the property with the ultimate aim of driving traffic and sales at the Centre. Develop an annual property operating budget and capital budget based on the SBP. Present the same for approval to the Owners and obtain sign off. Ensure the property is managed within the approved budget.

Ensure all signed agreements to invest and investment agreements are on record and its terms are being implemented through proactive communication and compliance. Have all investor documentation such as insurance, commercial license, signage license, franchise license and any other local documentation on record. Regularly follow up to ensure that this documentation is up to date.

Ensure smooth functioning of the center through a well-coordinated security, maintenance and cleaning operation. Closely direct these functions and remain on top of issues that impact the operation of the Centre and provide leadership and guidance as and when required.

Maximize financial returns through efficient management and control of operating costs, vacancy, accounts receivable and evaluate in relation to benchmarks.

Present reports and supporting documentation for Owners which may require monthly management reports, re-forecasts, and budgets.

Provide effective leadership and guidance to staff contributing to the development and successful implementation of the capital budget. Subsequently guide/ coordinate approved projects to complete on budget and on time.

Maintain contact with Investors and be available to manage Investor issues. Have formal processes in place that foster Investor relations such as quarterly meetings, annual events and cooperative marketing programs. Enable Investor fit-out process to meet deadlines and prevent rent losses.

Develop and implement a strategic marketing plan to drive traffic and sales. Enhance guest experience by maintaining an appropriate property image through customer service programs, concierge services and appropriate visual display and signage at the Centre.

Oversee Investor, employee and guest safety. Ensure processes are in place that reduces risk to property and people. Ensure all supporting documentation are maintained and kept up to date to reduce liability for the Owner, Management Company and their assigns and subsidiaries.

Follow established procedures and practices as set by the Owners and the company and ensure these are understood by the Management team and followed as required.

Review manuals and established benchmarks and update on a regular basis. Ensure systems are in place to monitor performance against benchmarks such as traffic, sales, operating costs, utilities etc.

Ensure training plans are in place and reviewed on a regular basis for both in-house and contract staff. Provide feedback to assist in the development of staff, promote/build a team based atmosphere and work ethic.

Nov’07-Oct’09 with Cinemax India Ltd. (size: 1.5lac sqft) (Division of Kanakia Constructions Pvt. Ltd.) as Assist General Manager/Sr. Manager -Team of 75.

Develop a structured business plan for the mall covering all key components of mall operation.

Develop sales and leasing plans to identify new clients and negotiate with prospective tenants to maximize income in line with the business plan.

Ensure proper tenant mix and zoning within the mall in line with business strategy and market demand and to achieve desired footfall.

Negotiation of leases both new and renewals across all categories including: Anchors, line units, F&B and leisure.

Develop and maintain a long term beneficial relationship with all existing tenants and Retail Groups to ensure continued and future business.

To prepare, review and adjust financial budgets, systems and processes and monitor performance against budget.

To ensure smooth and positive relationship with the tenants, suppliers and contractors.

Develop and implement approved procedures and systems across all mall functions to ensure smooth co-ordination / co-operation among various internal departments to facilitate business needs and deliver positive customer and tenant experiences.

Prepare plans and schedules for regular and periodic maintenance in conjunction with relevant department heads and follow up on quality and execution.

Preparation and development of marketing and annual event plans/calendar.

Follow up on the collection of monies owed from tenants and implementation of contractual terms.

Resolves complaints and demands of tenants and work to remove the causes of the complaint and respond to their requests within the legal and contractual obligations.

Follow legal procedures with respect to mall operations and tenant interactions.

Develop and upkeep the corporate mall identity - ensure adherences to corporate brand guidelines.

Take steps to improve customer services inside the mall.

Performs other tasks as assigned.

Apr’06-Sep’07 with Ascension Vineyards and Conference Centre, Wark worth New Zealand as Food & Beverage Manager & Conference & Conventions manager.

Oct’04-Mar’06 with Hotel Rydges, New Zealand

Restaurant Bar and Room Service Manager, New Zealand

Feb’02-Aug’04 with Carlton Hotel, Auckland, New Zealand

Banquets & Conventions Manager

Dec’94-May’01 with P&O Cruises Ltd., UK

Assistant Restaurant Manager

Mar’94-Nov’94 with Hotel Ambassador, Mumbai

Assistant Restaurant Manager-F&B Services

Dec’92-Jan’94 with Hotel Jagsons Regency, Nagpur

Restaurant Manager

Jun’92-Nov’92 with Hotel Center Point, India

Assistant Restaurant Manager

Oct’90–Mar’91 with Hotel President, Mumbai as Industrial Trainee

May’90-Sep’90 with Hotel Leela Kempenski, Mumbai as Industrial Trainee

Trainings

Personal Details

Managing the Managers from University of Auckland in 2007

General Manager’s Certificate from Auckland Regional Council in 2002

Certificate of First-Aid, Red Cross from Auckland, New Zealand

Supervisory Development Programme from Carlton Hotel, Auckland

Advance Customer Service Skills from Carlton Hotel, Auckland

Adult Learning Principals from Carlton Hotel, Auckland, New Zealand

General Managers Certificate from Auckland Regional Council, Auckland, New Zealand

Wine Tasting Course from Southern Corp. Silver, Australia in 2005

TESOL (Adult Teaching, Elective in Grammar, IELTS, Adult Business Teaching) from Auckland

Languages Known: English, French, Arabic, Hindi & Marathi

Address: Business Bay Churchill Tower Dubai

Passport No.: K-6301207

Driving License: India, Ghana, Sudan, New Zealand

Visa Status: Citizenship

Citizenship: India/New Zealand

Location Preference: GCC

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