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Luxury Hospitality Leader / Customer Service Coach

Los Angeles, CA, 90035
May 26, 2020

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ADDRESS: **** ***** ******* *****, ***** Los Angeles, CA

MOBILE: +1-310-***-****



Rounded executive with hands on leadership style, paired with an eye for detail and a strong commercial acumen, with belief in people coaching and mentoring to achieve personal and company goals. COMPETENCY HIGHLIGHTS

• Multi-unit operations and large team management with ability to restructure complex operations

• Concept development, standard procedures and new systems implementation

• Pre-openings: Restaurants and hotels

• System & Software: Resy, Opentable, Micros, Avero, CTUIT, Aloha, ADP, Fourth

• Talent identification, coaching, training and development

• Strategic planning and creative thinking

• Cost control including budgeting, forecasting, KPIs, staffing optimization

• Strong communication skills

• Business level fluency in English, French, Arabic, functional fluency in Spanish and basic Italian ACHIEVEMENTS

• Integral team member at three Michelin-starred restaurants, contributed to maintaining a Michelin star at Galvin at Windows and Maze by Gordon Ramsay in London and being awarded a Michelin star at Le Comptoir de Pierre Gagnaire in Shanghai

• Achieved one Michelin star within a year of opening restaurant Le Comptoir de Pierre Gagnaire, retained the opening teams, controlled food and beverage costs within budget and achieved profitability within four months of launch date

• Successfully opened Capella Hotel Shanghai managing four outlets and achieved the lowest food and beverage employee turnover rate in the market over the last two years (28%)

• Created and launched POP brasserie concept, increased revenue by over 20% compared to previous restaurant, achieved EBITDA of 16% within first year of launch, established strong standard operating procedures (SOP) and loyal guest database

• Opened Savoy Grill in October 2010, hired and trained the opening team and supported management to position the restaurant

• Restructured Gordon Ramsay Holdings York & Albany restaurant and guest rooms, established a solid team and significantly increased guest satisfaction ratings on TripAdvisor

• Successfully managed Gordon Ramsay at Claridge’s through closing the operation while maintaining high standards of guest service, maintained the teams until last operation day, controlled all costs and expenses to achieve 21% EBITDA EXPERIENCE


• Responsible for the overall performance of Le Coucou operations with a budgeted revenue in excess of $12.5mm

• Running weekly financial performance reports and reviewing sales vs costs/expenses with the exec. Chef and beverage director

• Generating weekly sales forecasts

• Liaising with marketing team on creating a robust PR & Marketing plan for the year

• Running weekly guest reviews meeting and implementing action plan

• Establishing an overall training calendar for the various teams CAPELLA HOTEL SHANGHAI (Member of the Leading Hotels of the World) SHANGHAI, CHINA 2016-2019 DIRECTOR OF FOOD AND BEVERAGE (Pre-Opening/Post-Opening)

• Managed four outlets (Le Comptoir de Pierre Gagnaire, le Bar, la Boulangerie, la Terrace), two Private Dining Rooms, two Event Spaces, In- Room Dining for 55 villas and 40 residences

• Built the Event Spaces minimum charge structure, as well as the various group F&B offerings

• Established full annual Event & Marketing Calendars including Chef Pierre Gagnaire visits

• Developed database growth strategy through staff and customer incentives and created a F&B digital communication account

• Hired and established a solid training calendar for the pre-opening team, including eight managers

• Implemented a service charge bonus scheme, resulting in a stable team with the lowest turnover rate in the market of 28%

• Established monthly strategy and targets for the teams to achieve budgeted figures and KPIs

• Partnered with luxury brands and third parties including Rolls Royce, Wedgewood, Baccarat, LVMH Group and IWC on various promotions and events, resulting in increased revenue growth and Capella brand exposure WOLFGANG PUCK WORLDWIDE SHANGHAI, CHINA APR-JUNE 2016 CONSULTANT, DIRECTOR OF OPERATIONS – ASIA

• Represented Wolfgang Puck in Asia to plan and execute restaurant openings across Asia and ensure adherence to WPW standards across all locations

• Planned and executed pre-opening projects with local management teams, assessed current restaurant standards and operational efficiency levels

• Provided training, support and best practice guidance to local business partners and worked closely with local restaurant management teams to ensure smooth running of operations to WPW standards

• Conducted initial site audits, identified critical issues and created action plans for each restaurant in partnership with local management teams

• Conducted weekly operations reviews with the General Managers of each restaurant, including guest satisfaction ratings, marketing plans and staff training plans

• Reported operations developments and action plans on weekly basis to WPW Headquarters THREE ON THE BUND SHANGHAI, CHINA 2013-2016

POP, GENERAL MANAGER (Pre-Opening/Post-Opening) (2014-2016)

• Relaunched New Heights, the previous restaurant in space, to POP concept at the same location

• Managed high-volume operation with three outlets, large event space and 96 team members and annual revenue in excess of $8mm

• Established the food and beverage costing and pricing strategy to brief Operation teams: Executive Chef, Head Sommelier and managers

• Developed and managed event and promotion calendar, including scheduling and management of DJs and artists

• Negotiated sponsorship contracts with beverage suppliers to ensure the beverage cost maintained within budget

• Executed exclusive deals with key suppliers including sponsorship cash for events and co-marketing and branding initiatives

• Ensured management accountability for smooth running of operations through weekly staff meetings and feedback/performance reviews NEW HEIGHTS, GENERAL MANAGER (2013-2014)

• Repositioned as culinary and event destination in Shanghai, while preparing for concept closure and restaurant relaunch

• Managed day-to-day operation of the restaurant and developed operational action plan, including strategy, staffing optimization, feedback loops, training and development, and financial control

• Introduced standard operating procedures and optimized the staffing structure

• Established guest feedback system and ensured restaurant managers/chef follow-up and improvement

• Revised menu design and pricing structure, resulting in increase of average check for the different meal periods of 13%

• Built a strong guest database by enhanced floor management and guest engagement, resulting in 14% increase in covers

• Organized monthly themed promotions with different menus, resulting in increased revenue of 9% compared to previous year GORDON RAMSAY HOLDINGS LONDON, UK 2010-2013


• Managed the day-to-day operations and achieved annual revenue of $7.5mm with a 21% EBITDA

• Implemented new service standards and procedures to accommodate additional covers with seamless execution from kitchen to floor

• Managed the payroll and service charge system for the overall team (120 team members)

• Increased visibility of business by running weekly revenue and cost forecasts, controlled costs and optimized staffing levels YORK AND ALBANY, ACTING GENERAL MANAGER (2011-2012)

• Managed day-to-day operations of the whole unit (ten bedrooms, a restaurant and bar, deli, two private rooms)

• Implemented new standard operating procedures and ran intensive daily service trainings for staff

• Reduced labor cost by cross-training restaurant and bar service teams and conducted regular performance reviews of all staff

• Introduced “Open Table” reservation system, optimized capacity planning and increased the number of covers MAZE BY GORDON RAMSAY, SENIOR ASSISTANT RESTAURANT MANAGER (*Michelin) (AUG –NOV 2011)

• Established restaurant opening and closing duties and distributed team members responsibilities

• Hired and trained new team members, leading to maintaining one Michelin star

• Ran intensive product knowledge and technical service training sessions for staff to improve service levels

• Improved customer satisfaction by ensuring management feedback follow-up and emphasizing guest sequence of service to all staff members SAVOY GRILL, ASSISTANT RESTAURANT MANAGER (2010-2011)

• Created menu descriptions for the teams and ran product knowledge and technical training

• Scheduled team members according to business forecasts

• Perfectly executed opening and closing of the restaurant, including cashing up

• Handled floor management and guest complaints, responsible for administrative duties, operating equipment inventories and stocktakes GALVIN AT WINDOWS (* Michelin) LONDON, UK JAN-OCT 2010 HEAD WAITER


Various positions in different establishments ranging from bars to five star hotels in Morocco 2001-2007 EDUCATION & QUALIFICATIONS

2007 Food and Beverage Management Course – ISTAHT Agadir, Morocco 2005 -2007 Food and Beverage Service Degree with Excellence – ITHT Fes, Morocco 2001-2003 French Law – Moulay Ismail University, Meknes, Morocco 1998- 2001 Literature Diploma – Lala Amina High School, Meknes, Morocco

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