Operations Manager Customer Service
Resume:
PROFILE
I believe that I have the enthusiasm for practical & manual work,
with excellent attention to detail & a capacity managing business
& providing direction, support & leadership towards the achievement of the Commercial, Strategic & Operational objectives.
• Managed sales & driving consultants to achieve targets
•Target & KPI driven, currently managing 11 KPI's: Sale, Reception has 5 KPI’s, Brand, Maintenance, Cleanliness, Admin, Tenant rentals
•I've been working & managing people my whole career in total 14 years. I've worked with 5 Major Customer service orientated company such as Virgin Active, Jumeirah, Aldar, Emaar and Landmark group.
Opening Team for Yas Viceroy Hotel in Abu Dhabi
November 2009 first Formula 1 in the U.A.E
In 2011 I was sent to Egypt as part of the Consulting Team for Marassi Beach-Clubhouse, advising on daily operation of pools, beaches & water sports, restaurant, night club.
Specialties: People Management, Customer Service, Facility management, to ensure well maintained and safety environment. Training colleagues on to H&S rules, regulations, and work-related problems.
Planet Fitness Club General Manager
Jul 2017 - Present
Financial and Commercial, Operations, Service & Team Maintaining 11 KPI’s Deliver on brand values to understand the operations of your club and promote all products and services to maximize, profit & control expenses Recruit, develop and performance manage a high performing team to deliver high standards. Drive member retention. Aim to exceed new membership sales and revenue targets through management and support of the sales team. Ensure all products and services are sold at agreed company pricing. Operate club within agreed expenditure budget with focus on payroll costs, operating expenses and stock control.
Manage all licenses within club and ensure compliance to license agreements Ensure adherence to cash handling processes. Adhere to health and safety standards to all areas of the club at all times.
Provide adequate health and safety cover for operational areas
(first aid, pool lifesaving & manager on duty)
Ensure all areas of the club are well presented and maintain high standard of cleanliness Manage operational breakdowns and service issues. Resolve and respond to member comments and complaints promptly.
Compile monthly business reviews
Perform weekly creditors’ tracking and monthly fixed asset tracking.
Ensure procurement processes are correctly adhered too. Ensure all internal and external marketing and PR campaigns run smoothly.
Oversee the cleaning and maintenance of the facilities. Manage all HR work processes
DYLAN DENVER
BALKARAN
General Manager
CONTACT
Mobile: 097-***-****
EMAIL: admjhf@r.postjobfree.com
References:
Dennis Liebenberg
Regional Operations Manager
Planet Fitness
Jeofrey Malivhusha
Regional Director - Virgin Active
admjhf@r.postjobfree.com
Darren Sadler
Area Business Manager - Fitness
First
admjhf@r.postjobfree.com
Mariana Marx
Assistant Recreation Manager -
Yas Viceroy Hotel
admjhf@r.postjobfree.com
Gerhard Pretorius
Recreation Manager - Emaar
Hospitality Group
admjhf@r.postjobfree.com
Coaching & guiding new/junior club managers in their role. Virgin Active Club General Manager
Mar 2016 - Jun 2017
This role is responsible for all aspects of the operational and financial performance, including income statement, sales retention, brand standards and people management.
maintaining 12 KPI’s
Manager all financial aspect of the business unit
* Delivering superior member service
* Maintaining quality facility and equipment
* Maintaining Human resources to achieve company objective. Virgin Active Operations Manager
Feb 2015 - Mar 2016
Managing clear internal & external communications throughout the club
Ensure outstanding member service is constantly delivered in the club
Managing, implementing and monitoring brand standards Managing supplier relationships
Managing of relevant budget expense control and assisting with capex
Driving member and staff satisfaction initiatives
Maintaining quality facilities and equipment
People management which includes, recruitment, performance management, and team development.
Fitness First Recreation Manager
Dubai, UAE Mar 2012 - Nov 2014
Overall operations of the facility
Ensuring the club operates as a profitable business unit Budgeting and expense control Understand how to mitigate competitor risk
Growth of the business unit
People Management which includes recruitment, development and training of staff
Implement and sustain a strong member focus
Overlook weekly strategy for Membership sale, Personal training sales & Sport Zone rentals
(indoor sports facility)
• Manage online booking system (EZ facility) with various Sports i.e. Basketball, Football, Volleyball,
Badminton & Cricket
• Carry out quarterly discussions and performance appraisals as necessary.
• Carry out daily operational walk rounds of all department areas to ensure smooth running.
• Follow up Daily/Weekly on outstanding maintenance issues with the Engineering Department.
Emaar Hospitality Recreation Executive
Dubai, UAE Oct 2010 - Feb 2012
Area under my direct supervision Gym, Sports Hall, Pool,2 Tennis courts, 2 Squash courts,3 function room (for Spinning, karate, kick boxing, yoga ect.)
Preparing the monthly class timetable and Sports hall booking for ALL events function team buildings, birthday parties, ect... Prepare Monthly schedule for staff reporting directly to me Ensure up-to-date hard-copies of department SOP’s are maintained at all times. Follow up Daily/Weekly on outstanding maintenance issues with the Engineering Department. To conduct audits and training on lifeguards.
Handle guest complaints effectively and according to Clubs complaint handling procedures, ensuring follow up with guest. Report accidents, injuries and unsafe work conditions to the Club Manager
Ensure all staff uniform and personal appearance is clean and professional
Consultant for per-opening Teams Sent to Egypt
Yas Viceroy Recreation Supervisor
Abu Dhabi, UAE Oct 2009 - Oct 2010
Prepare weekly schedule for staff reporting directly to me under Manage the Recreation Department and all Hoteliers in a fare and professional manner, concentrating on development of the business.
Review and recommend changes of the operation procedures to the Assistant Recreation Manager.
Coordinate department operation with other relevant departments within The Yas Hotel.
Train and develop potential Recreational Hoteliers for career growth.
Ensure up-to-date hard-copies of department SOP’s are maintained at all times. Carry out quarterly discussions and performance appraisals as necessary.
Carry out daily operational walk rounds of all department areas to ensure smooth running. Follow up weekly on outstanding maintenance issues with the Engineering Department. To research new and innovative ideas and technologies to be implemented to keep the Recreation Department on the cutting edge. Conducted audits and training on lifeguards. Handle guest complaints effectively and according to The Yas Hotel complaint handling procedures, ensuring follow up with guest.
Report accidents, injuries and unsafe work conditions to the Recreation Manager Ensure uniform and personal appearance are clean and professional
Action Dewatering Site Operations Superintendent
Dubai, UAE Jun 2008 - Jun 2009
Supervised daily operation on 26 sites.
Preparer weekly schedule for staff reporting directly to me under Managing a labor force of 122 staff and 4 foremen. Had to ensure that equipment was sent to sites on time and forward planning works with the client
(Project managers and Site engineers) to ensure that we work with their program and time frame.
Drawing up a progress plan for them to follow report back to me want has been done through a daily report.
Ensuring that the logistics had planned the shifting of materials and are delivered on time every time. For new sites, and demobilized sites once the works was completed on the client’s request. Doing site audits to make sure that we are upholding our company standards and HSE standards of our company and the client. Wild Wadi Water Park Team Leader
Dubai, UAE Mar 2005 - Jun 2008
Managing and implementing safety procedures
Rescuing guest in distress, crisis control and implementation of emergency procedures
SKILLS
PERSONAL SKILLS
Coach, leading individuals to a resolution by them thinking Positive Attitude, choosing your attitude to influences others willing to learn.
I have taught myself to learn sales ratios, and managing sale, technical mechanical skills self-taught for maintenance Team Management, Goal setting and getting a team to achieve a common goal.
Facility management, Ensure Facility are adhered to brand compliance
Driver’s license
Capable to drive Small truck vehicle
ACHIEVEMENTS
Learn to Fly
2016
HR management, Marketing Management, Management Finance
& Accounts, Operations Management, Business Statistics, Corporate Sustainability,
Globalization, Society & Culture
Learn to Run
2015
Virgin Active Business basic course, People management, Time management, Finance, Communication, HR
Consulting
2011
Sent to Egypt in 2011 to pre-open Marassi Beach-Club house managing daily operation of pools, beaches & water sports, Supervising restaurant, night club
Opening Team
2009
Part of the preopening. Team for the Yas Viceroy Hotel in Abu Dhabi November 1st F1 in the UAE
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Microsoft
proficient
Operations
Management
Communicati
on
Business
development
Drive
performance
Developing
people
Facility
Management
Networking new
clients
Leadership
2007
Customer Service Leadership Skills Award” during the UAE Customer Service Week.
Part of team that achieved 2003 Dubai Quality Award, 2007 Dubai Quality Award Gold
Scuba diving went up to rescue diver with PADI. Swimming, was a qualified Beach life guard trainer
Interest
Gym and Fitness, I love the outdoors and spending time with my family
Contact this candidate