Multi-Site Hospitality Manager, Croydon Area
Resume:
April
**** -
January
Tom Smith
*********.****@*****.**.**
*** ********** **** ******* *** 2LA
A highly motivated and results-driven hospitality professional with over a decade of experience in the food industry, progressing from team member to multi-site manager within one of the world’s leading food brands. Skilled in leading high-performing teams, delivering exceptional customer experiences, and driving operational excellence across multiple locations. Proven success in managing busy, high-profile sites—including Nando’s and Gail’s Bakery—where I strengthened expertise in leadership, people development, business performance, and financial management, including budgeting, cost control, and profit maximization. Committed to upholding the highest standards of food safety, hygiene, and regulatory compliance, with a strong track record of maintaining audit readiness and operational excellence in fast- paced, customer-focused environments.
Multi-Site Manager - Croydon Area
KFC
As a Multi-Site Manager for KFC in the Croydon area, I was responsible for overseeing three restaurants, ensuring consistent delivery of company standards, operational excellence and strong financial performance. I lead and developed management teams to drive important KPIs, including sales growth, customer satisfaction, and team engagement while implementing sales enablers to improve profitability and efficiency. My role involves analysing performance trends, managing budgets, and maintaining compliance with KFC’s operational and brand standards their ROCC audit requirements. Through effective leadership and a focus on people development, I ensured all sites achieved high audit results, deliver exceptional customer experiences, and maintain the highest standards of food quality and safety.
Key Responsibilities:
Led and developed management teams across three sites, PERSONAL PROFILE
EXPERIENCE
January
2021 -
November
2023
ensuring consistent delivery of brand standards and customer service.
Deliver strong business performance across all sites, meeting or exceeding KPIs including sales growth, labour cost, profitability, and audit compliance.
Analyse weekly P&L and operational data to identify underperforming areas, implement corrective action plans, and share best practices across locations.
Drive productivity and efficiency through labour scheduling, stock control, and waste management, achieving optimal cost-to-sales ratios.
Managed budgets, P&L, and KPI performance, achieving sales growth and cost control targets.
Implemented operational improvements to enhance
efficiency, staff engagement, and customer experience. Oversaw recruitment, training, and succession planning to maintain high-performing teams.
Ensured compliance with health, safety, and food hygiene regulations across all locations.
Key Achievements:
Improved drive-thru service times by 20%, exceeding company benchmarks.
Improved product quality and consistency scores by 15%, implementing new preparation and monitoring systems. Achieved the KFC UK's longest Health and Safety audit pass streak of 13
Increased average store sales by 12% year-on-year through focused local marketing and operational excellence. Patrao (General Manager) East Croydon
Nando's
As the Patrao of a high-volume Nando’s restaurant, I hold full accountability for the operational, financial, and people performance of the restaurant. My role combines strategic November
2023 -
Present
Date
business management with hands on leadership, ensuring the seamless delivery of Nando’s world renowned hospitality and brand standards. I am responsible for driving profitability, managing budgets, optimising KPIs, and maintaining operational excellence, while fostering a culture built on empowerment, development, and accountability.
Key Responsibilities:
Develop and manage the restaurant’s annual budget, accurately forecasting sales, expenses, and profitability in line with company objectives.
Oversee daily financial performance through effective analysis of P&L statements, identifying areas for
improvement and implementing corrective action plans. Maintain robust stock management systems to ensure optimal inventory levels, accurate ordering, and minimal wastage, achieving stock variance targets and reducing food cost percentage.
Implement and monitor operational standards, audits, and compliance procedures to ensure excellence in food safety, health & safety, and brand quality.
Foster a strong, values-driven culture centred around Nando’s core principles of Pride, Passion, Courage, Integrity, and Family.
Oversee recruitment, onboarding, and succession planning to build a strong talent pipeline and minimise staff turnover. Design and deliver structured development plans for team members, resulting in improved engagement, skill growth, ross training and internal promotions.
Analyse guest feedback, mystery diner reports, and NPS results to implement targeted improvements that enhance satisfaction and loyalty.
Champion employee wellbeing and engagement, leading initiatives that promote teamwork, motivation, and recognition.
Bakery Manager
Gail's
As Bakery Manager at GAIL’s Bakery in Baker Street, Central London, I led a high-performing team in one of the brand’s busiest flagship sites, upholding exceptional standards in product quality, service, and operational delivery. Managing early morning peaks 2010
Multi-Site Operations
Management
Strategic Leadership
Team Development &
People Leadership
and high coffee volumes required precise planning, speed, and coordination to ensure product availability and seamless service throughout the day. I was responsible for maintaining strict adherence to GAIL’s operational and brand standards, overseeing daily performance against KPIs, budgets, and waste control targets.
Key Responsibilities:
Operational Leadership: Directed all daily bakery operations including production planning, stock control, staffing, and compliance with food safety and health & safety regulations. Team Management: Recruited, trained, and supervised a diverse team of bakers, baristas, and front-of-house staff
(20+ employees), fostering a culture of accountability, teamwork, and professional growth.
Financial Performance: Managed budgets, labour costs, and P&L performance, achieving consistent improvements in sales and operational efficiency.
Customer Experience: Championed Gail’s customer service ethos, ensuring a welcoming and polished atmosphere that reflected the brand’s artisanal standards. My bakery consistently had one of the highest rated NPS results in the region.
Health & Safety Compliance: Ensured full adherence to HACCP standards, allergen management protocols, and environmental health regulations.
Community Engagement: Represented the bakery within the local community and contributed to sustainability initiatives such as food waste reduction and charitable partnerships. Electronic Installation Level 1
East Surrey College
EDUCATION
SKILLS
100%
100%
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Performance
Management
P&L Management
Labour & Scheduling
Efficiency
Food Safety &
Compliance
Quality & Brand Standards
Project Management
Guest Experience
Leadership
Brand Representation
Data-Driven Decision
Making
Inventory & Supply Chain
Control
Gym
Running
Swimming
Family
Software Scripting
Anna Itavetchi - Gail's
Central London Operations Manager
************@********.**.**
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
INTERESTS
REFERENCE
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