Customer Service Support
Resume:
Syed Muhammad Muddassir
Address: Dist. Al Awali Ibraheem Jaffali Road Al Nehar St.
Country: Makkah, Saudi Arabia
Email Address: **********@*****.***
Birth Date: 28 March 1981
Gender: Male
Nationality: Pakistan
Visa Status: Residency Visa
Marital Status: Married
Career Objective
An enthusiastic, self-motivated, detail-oriented manager with 15 years of rich leadership experience in business management, sales and marketing, operations management, customer service and staff management in customer-centric businesses in challenging verticals in the Middle East and Pakistan competent in leading multinational, cross-functional professionals, collaborating with internal and external stakeholders, developing and implementing winning strategies, plans, processes and policies seeking a leadership position to contribute to the achievement of corporate profit and business growth objectives.
Experience (17 Years)
Restaurant Operation Manager
at Food Zone Co. Ltd.
Location: Jeddah, Saudi Arabia
Company Industry: Catering/Food Services/Restaurants
Job Role: Management
Feb 2010 – still working
Key Responsibilities
Business Management
• Develop overall management strategies and day-to-day management plans for smooth flawless restaurant operations meeting all business objectives.
• Monitor and ensure that the restaurant complies with all applicable statutory and regulatory requirements and municipal hygiene and food safety rules.
• Prepare and review shift/weekly reports covering details of restaurant sales, costs, revenues, staff utilization and food control.
Restaurant Operations
• Provide direction and control for day-to-day operations including organizing shifts, preparing duty rosters, job allocations and monitoring effective implementation.
• Monitor staff dealing with customers ensuring prompt and courteous response to queries and service requests and efficient delivery of requested orders and services.
• Interface with clients for understanding complaints and issues related to food, quality or service and ensure proactive and satisfactory resolution.
• Manage menu planning and coordination ensuring availability of a range of offerings to cater to the requirements of various customer segments.
• Coordinate in periodic updates of menus and recipes to leverage seasonal demands and availability of fresh produce providing variety to attract guests.
• Prepare and audit cash drawers before start of checks, provide petty cash requirements and reconcile accounts at the end of each shift.
• Maintain optimum inventories of all food and nonfood supplies by monitoring consumption, forecasting requirements, ordering replenishments and controlling supply chain and logistics.
• Coordinate with maintenance teams and outsourced contractors ensuring on time maintenance of all restaurant equipment and fixtures, housekeeping and upkeep of premises.
• Monitor overall workload and assist various departments in meeting their schedules and achieve deliverables as required.
Sales and Marketing
• Develop and implement marketing strategies and sales plans to achieve business plan objectives of restaurant sales and profitability.
• Plan and execute a wide range of marketing activities including promotions, special events, discount schemes, seasonal offers and ATL/BTL campaigns.
• Organize regular market research studies, gather and analyze data on market trends, customer preferences, and competitive activities and develop effective strategies and plans to promote sustainable growth.
Staff Management
• Coordinate all activities related to recruitment, training and deployment of staff for all key business functions ensuring optimum manning levels.
• Establish performance objectives for individuals and teams, conduct periodic performance appraisals and provide feedback and counselling for improvements.
• Monitor and ensure staff conforms with the restaurant standards related to uniforms, turnout, behavior and conduct to project the brand image of the restaurant.
• Identify training needs of staff and provide required on-the-job as well as internal and external training programs to build required skills and competencies.
Restaurant Operation Manager
at Bovichic Restaurant
Location: Pakistan
Company Industry: Catering/Food Services/Restaurants
Job Role: Management
January 2004 - Jan 2010
Key Responsibilities
• Managed and controlled day-to-day restaurant operations including operation planning, shift manning and sales execution.
• Supervised all aspects of food and beverage service monitoring staff and assuring delivery of excellent quality of customer service to build a base of loyal customers.
• Participated in menu planning, portioning and pricing of dishes to develop and provide a wide range of offerings to meet requirements of various customer segments.
• Liaised with customers to understand and fulfil their requirements and expectations and proactively resolved all customer complaints and issues.
• Coordinated the recruitment, training, placement, discipline and performance management of staff to build and sustain a committed and motivated team.
• Developed and implemented marketing strategies and plans including promotions, discounts, seasonal offers and loyalty programs to achieve targeted volumes and revenues.
• Monitored and ensured consistent compliance with safety, hygiene, housekeeping and food safety rules and regulations to maintain the ambience and reputation of the restaurant.
• Managed all aspects of supply chain including planning and provisioning of food and non-food supplies ensuring cost effective procurement and optimum utilization.
Restaurant Manager
at Ramada Plaza Hotel
Location: Pakistan
Company Industry: Hospitality/Tourism/Travel
Job Role: Management
January 2001 - December 2003 Ramada Plaza is a prestigious hotel in Karachi providing excellent accommodation, dining, meeting and banqueting options and is a member of the global Ramada chain of hotels
Key Responsibilities
• Managed assigned restaurant duties and responsibilities contributing to the achievement of the overall business objectives of the hotel.
• Participated in recruitment, training, deployment, supervision and motivation of staff ensuring delivery of superior services to guests and customers.
• Managed customer relations including prompt response to queries and service requests and satisfactory resolution of all complaints and grievances.
• Organized special events as per customer requirements including banquets and parties coordinating with all internal departments and external service providers for flawless execution.
• Monitored employees ensuring compliance with hotel policies and procedures, standard operating practices and uniform standards.
Education
Master's degree, Business Administration - Finance
at Harrods Institute of Management Karachi
1st Division from 2002 - June 2004
Bachelor's degree, Commerce
at Government National College Karachi
1st Division from 1999 – June 2001
Intermediate
at Government National College Karachi
2nd Division from 1997 – 1999
Matriculation
Pak. Navy Sec. School
1st Division from 1995 – 1997
Professional Development & Professional Courses
Training Certificate in Food Safety Principles from Training & Qualification Centre for Workers in Food & Public Health Establishment Jeddah Municipality Kingdom Saudi Arabia in 2019
2years advance diploma in F&B Hotel Management from Pakistan Institute of Tourism & Hotel Management (P.I.T.H.M) from 1999 – 2001.
Internship in Ramada Plaza Hotel from 1995 – 1999
Skills
Business Management, Business Operations (Level: Expert)
Promotions, Campaigns, Discounts, Special Offers (Level: Expert)
Restaurant Management, Restaurant Operations (Level: Expert)
Food and Beverage Service, Menu Planning, Portioning, Pricing (Level: Expert)
Customer Service, Customer Support, and Customer Satisfaction (Level: Expert)
Customer Complaint Investigation and Resolution (Level: Expert)
Supply Chain, Logistics, and Inventory Management (Level: Expert)
Staff Management, Recruitment, Training, Placement, and Discipline (Level: Expert)
Food Safety, Hygiene, Housekeeping, and Statutory Compliance (Level: Expert)
Windows, MS Office (Word, Excel, Access, and PowerPoint), LAN, and Internet (Level: Expert)
Languages
Urdu
Level: Native Experience: More than 10 years Last Used: More than 1 year
Arabic
Level: Intermediate Experience: More than 10 years Last Used: More than 1 year
English
Level: Expert Experience: More than 10 years Last Used: More than 1 year
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